If there is an issue inviting interpreters to your Zoom meeting, you will be sent an error message in an email. This is an overview on what causes these issues and how to resolve them.
Zoom Issue Connecting - No settings exist
- Cause: the email address used to invite the interpreter is no longer valid. Most likely, it has been refreshed.
- Solution: Reach out to your Admin or Account Manager for an updated list of Zoom invitation emails.
Zoom Issue Connecting - Restricted
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Cause: Many possible causes. The error message should provide details.
- The language pair is restricted by your Language Policy
- The service type is restricted by your Service Type Policy
- VRI is restricted for your account.
- The Zoom integration is not set up for your account.
- Solution: Reach out to your Admin or Account Manager to update your account settings.
Zoom Issue Connecting - Passcode is wrong
- Cause: The passcode to your meeting contains symbols other than numbers. To add an interpreter to your meeting, it must be a numeric passcode only.
- Solution: Update your Zoom passcode. Here is a link to instructions from Zoom's Help Center. Managing Zoom Meetings passcodes
Zoom Issue Connecting - Settings Invalid
- Cause: The Zoom invitation email is associated with a Boostlingo requestor whose account has been deactivated or deleted.
- Solution: Reach out to your Admin or Account Manager for an updated list of Zoom invitation emails.
Zoom Issue Connecting - Meeting Not Started
- Cause: The Zoom invitation email was added as a participant to a scheduled Zoom meeting.
- Solution: Wait until the meeting has started to invite the interpreter.
Zoom Issue Connecting - Something went wrong...
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Cause: The invitation email is missing the section 'One tap mobile'
- Solution: Update your Zoom settings to include One-Tap mobile: Global dial-in in meeting email templates
- Cause: The error occurring does not fit under the other categories.
- Solution: Check the body of the error email for more information. If you are not able to resolve your issue, reach out to your admin or Boostlingo support.
Zoom Issue Connecting - Meeting ID not found
This error message has two possible causes - use the solutions provided below as troubleshooting steps.
- Cause: Zoom VRI integration has not been used in more than 90 days.
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Solution: Revoke access to Boostlingo in your Zoom Marketplace and then re-configure the integration in the Boostlingo portal.
- To revoke Boostlingo access: Zoom - Adding and removing Marketplace Apps for personal use
- To re-configure the integration in Boostlingo: Link your Zoom account to Boostlingo for VRI
- Cause: The Zoom meeting was initiated by a Zoom user that is not linked to a specific Boostlingo requestor.
- Solution: Initiate the meeting from the Zoom account linked to your Boostlingo account.