A few different factors may contribute to a Zoom video call not connecting to a patient including, but not limited to the following. Please review the steps below.
- Confirm with patient that they can see bars of cellular connectivity. If the patient does not have any bars the connection is not likely to support a video call.
- Do not attempt to initialize a video call multiple times for one session. If this the first call does not connect, continue troubleshooting.
- Restart web browser on Care Team workstation.
- Restart tablet and try video calling again.
- Your video call may not be loading due to your pop-up blocker not allowing the Zoom window to appear. Follow this article to check this.
- Your network may have a URL filter that is blocking access to zoom.us.
- You can contact your IT administrator to re-categorize zoom.us from a new (parked domain) to a hospital/business website.
- Network Firewall
- If your app stays in a "connecting" mode and timed out to a "Network error, please try again" or if it displays: "Can't connect to our service, please check your network connection and try again," you may have a network connection issue or network firewall settings issue.
- Check your network connection by opening a browser and ensure that you can access http://zoom.us.
- For network firewall settings, please allow UDP and TCP port 8801, 8802 and 8804 inbound and outbound for all outbound IP ranges.
- Note: If Zoom is unable to connect via 8801, 8802 or 8804, they will use TCP port 443 SSL for all outbound IP ranges.