[Campus Notice] Zoom Account Troubleshooting Guidance

[UCR Information Technology Solutions]

Dear School of Medicine Zoom User,


This email provides further guidance for users who may still be
experiencing issues with their Zoom accounts.


If you are still experiencing issues with your Zoom account (e.g., meetings
ending at the 45-minute mark), this may be because your Zoom client is
still using your @medsch.ucr.edu credentials. This can happen if there is
an application on your device that was previously logged into Zoom but has
not been logged out since the change.


Please find guidance on how to completely log out of and log back into Zoom
below (this guidance has also been attached as a PDF with screenshot images
of the steps):


Log out of the Zoom Client on your SOM-managed Windows computer

   1.

   Locate the Zoom icon in your Task Manager bar.
   2.

   Double-click the icon to open the Zoom desktop client.
   3.

   In the top-right corner, click your profile picture (or initials, if you
   do not have a profile photo).
   4.

   Click Sign Out.

Log back into Zoom Client

   1.

   Close all web browsers.
   2.

   Re-launch the Zoom desktop client from the Task Manager bar.
   3.

   On the login page, click the key icon to sign in via SSO.
   4.

   You will be directed to the UCR central authentication system (CAS) page
   to authenticate your identity. Use your UCR NetID and password and follow
   the required multi-factor authentication steps.
   5.

   With the Zoom desktop client open, navigate to the top-right corner and
   click your profile picture (or initials, if you do not have a profile
   photo).
   6.

   Confirm that your profile information displays your NetID (NetID at ucr.edu
   ).

Ensure web browser login matches Zoom Client login

   1.

   Log out of Web Login.
   2.

   Open your preferred web browser (e.g., Chrome, Firefox, etc.).
   3.

   Navigate to https://zoom.us/signin#/login
   1.

      If still logged into your old account, you will be redirected to a
      page that displays your name and department information. If you see this
      page, navigate to the profile picture in the top-right corner and click
      Sign Out.
      4.

   On the login page, click the key icon to sign in via SSO.
   5.

   You will be directed to the UCR central authentication system (CAS) page
   to authenticate your identity. Use your UCR NetID and password and follow
   the required multi-factor authentication steps.


Important Notes:

   -

   You must sign in using your UCR NetID and password (do not use your @
   medsch.ucr.edu email).
   -

   You must sign out of all instances of Zoom in order for your new session
   credentials to take effect. In other words, if an application on your
   device is still logged into another Zoom account, it may reference that
   account when joining meetings.


If you are still experiencing account issues after following the above (and
attached) guidance, please submit a ticket
<https://ucrsupport.service-now.com/som_portal?id=sc_cat_item&sys_id=d10c39ee0f348300138942bce1050e8b>
to the SOM IT helpdesk.


Sincerely,


Information Technology Solutions

University of California, Riverside

ITS.UCR.EDU <https://its.ucr.edu/>


On Mon, Aug 28, 2023 at 5:17 PM UCR Information Technology Solutions <
its at ucr.edu> wrote:

> Dear School of Medicine Zoom User,
>
>
> As communicated in a previous notice, your Zoom account was consolidated
> with UCR’s Enterprise Zoom Account on August 25, 2023, at 7 PM.
>
>
> Following the consolidation of all HIPAA-container accounts with UCR’s
> Enterprise Zoom account, ITS received reports that some users were
> experiencing issues with meeting length. Investigation of the issue
> determined that some user accounts were inadvertently reverted to Basic
> accounts with limited access to Zoom features.
>
>
> Please note that the affected accounts have since been remediated and the
> issue is resolved. If you are still experiencing problems with Zoom, please
> log out and then log back into your Zoom account to allow the change to
> apply.
>
>
> We apologize for any inconvenience this unforeseen issue caused and we
> thank you for your patience as we worked diligently to resolve it.
>
>
> If you have questions or concerns regarding your Zoom account, please
> contact BearHelp at (951) 827-4848.
>
>
> Sincerely,
>
>
> Information Technology Solutions
>
> University of California, Riverside
>
> ITS.UCR.EDU <https://its.ucr.edu/>
>
>
>
>
>
> *Please Note: This email account is not monitored by ITS staff. If you
> require technical support, please take one of the following actions:*
>
>    - Visit the ITS website at its.ucr.edu to find self-help articles,
>    submit and track support tickets, request IT services, and more.
>    - For live support, you can contact the BearHelp helpdesk during
>    normal business hours (M-F, 8am-5pm) at 951-827-4848
>
>
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