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  3. Network and Firewall

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Zoom Network Connectivity Tool

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When troubleshooting network connectivity issues between the Zoom desktop client and Zoom services, the Network Connectivity Tool can run network tests and potentially provide greater insight into network issues.

Other network troubleshooting steps may include restarting your device, restarting your local modem/router, and checking your anti-virus and firewall settings.

Prerequisites for using the Network Connectivity Tool

  • Zoom desktop client
    • Windows: 5.13.10 or higher
    • macOS: 5.13.10 or higher

How to access the Network Connectivity Tool

The network connectivity tool can be accessed by the following keyboard shortcuts:

  • Windows: Ctrl+Alt+Shift+D
  • macOS: Cmd+Option+Shift+D

Note: These keyboard shortcuts can be customized through the Keyboard Shortcuts tab of the desktop client’s Settings menu.

How to test Zoom’s connection on your network

  1. After accessing the Network Connectivity Tool, click the Network Test tab.
  2. Click Start Test.
    The tool will test and report information on each of the following items as the section is complete:
    • Network Information: Tests basic network connectivity. When this section is complete, click View Results to view more information, such as network adapter name, IP address, IP activate, as well as detected proxy connections. Click Export Log to export client generated memlogs.
    • MTR: Tracing the connection between the device and Zoom servers. Click View Results to view a detailed breakdown of the traceroute. Click Export Log to export the client generated memlogs.
    • Service Status: Provides connectivity status and details for connections to Zoom Meetings and Team Chat services.

How to use the Network Diagnostics tool

  1. After accessing the Network Connectivity Tool, click the Diagnostics tab.
  2. Click Export Log to download the client’s generated memlogs.

Test specific connections with Zoom Support

If working with Zoom Support directly to troubleshoot connections to a specific location or server, a specific URL can be provided for the tool to run the same network test for this specific connection.

  1. Enter the URL provided by Zoom.
  2. Click Start Test.
    The same test as the section above are performed.

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