IT Connect
Information technology tools and resources at the UW

UW Zoom FAQ

Getting started

Sign in, schedule a meeting, invite others

Teach with Zoom

Troubleshooting

Purchasing Zoom add-ons (for web presentations and meetings with more than 300 participants)

Other

Getting started

Is UW Zoom Pro free?

UW-IT has made UW Zoom Pro free to all current students, faculty and staff. Anyone in this category can host meetings of unlimited duration for conducting UW business, with up to 300 meeting participants. Instructors can conduct classes online using Zoom Pro, students can host study groups, and staff can conduct meetings with team members who are working remotely.

Important: Anyone who uses Zoom to provide medical consultation or health care, or to discuss patient records, must use the HIPAA-compliant version of UW Zoom Pro. UW Zoom Pro HIPAA is also free of charge; users just need to make sure they sign in to the HIPAA-compliant version at washington.zoom.us.

Who is eligible for a free UW Zoom Pro account?

UW Zoom Pro is free to all current students, faculty and staff (including UW Medicine staff). See definitions below:

Student UW undergraduate, graduate, and Professional and Continuing Education students who are enrolled in the current quarter or were enrolled in the previous quarter; also includes on-leave graduate students.
Staff UW staff members, including undergraduate and graduate student employees, who are currently employed. This category includes UW Medicine staff.
Faculty  UW faculty members who are currently employed.

I already purchased a Zoom Pro account. Will I receive a refund?

Users who purchased a Zoom Pro account before March 1, 2020 will not receive a refund. Under the previous self-sustaining service model for Zoom, Pro accounts were purchased directly from Zoom. This cost, along with the cost of staff time to acquire, provision, and bill for these accounts, has already been accrued and cannot, therefore, be refunded.

Is UW Zoom HIPAA-compliant?

Yes, UW Zoom is one of two HIPAA- and FERPA-compliant video collaboration services available at the UW. Please note, however, that meeting hosts cannot schedule or hold meetings in the Zoom app in Canvas.

Important: If you will be using UW Zoom to provide medical care or to discuss patient data, you must use HIPAA UW Zoom. Learn more.

Sign in, schedule a meeting, invite others

How do I sign in to UW Zoom?

Current students, faculty, and staff log in here: washington.zoom.us.

See a step-by-step guide or watch a quick video about downloading and signing into Standard UW Zoom (not HIPAA).

If you use Zoom to provide medical consulting, health care, or to discuss patient information, select HIPAA Sign In.

How do I schedule and invite people to my Zoom meeting?

Learn how to schedule a Zoom meeting in the Zoom software.

Watch a short video about scheduling a Zoom meeting in Zoom online. Please note: this video was created specifically for the Foster School of Business. Some information shared in the video may not be applicable to everyone’s experience of using UW Zoom.

How many people can I invite to my UW Zoom meeting?

The standard UW Zoom Pro account (free to current faculty, students, and staff as of March 4, 2020) allows for meetings of up to 300 people. If you need to have larger meetings, see the UW Zoom order form to order webinar add-ons.

How do I sign into Zoom software (I have it installed on my computer)?

Learn how.

Can I use a Shared UW NetID?

As of March 4, 2020, it will no longer be possible to purchase new Zoom Pro licenses for Shared UW NetIDs. Shared NetIDs that have already been assigned Zoom licenses will currently continue to have access to those accounts, but we recommend transitioning to using personal UW NetIDs for scheduling and hosting future Zoom meetings.

Those still using Shared UW NetIDs in Zoom should be aware of some challenges and risks posed by this approach. A host account can host only one meeting at a time. When a second user tries to log in and host a meeting on the same Zoom host account, the first user is automatically logged out. Using a NetID that is shared by several people may cause meeting time conflicts, resulting in potential meeting interruptions. Learn how to log in with a Shared UW NetID.

Can I schedule Zoom meetings from my calendar?

Once you install the Zoom for Outlook add-in, you can schedule Zoom meetings directly from your Outlook or Google Calendar. Add Zoom to Outlook calendar. Add Zoom to Google Calendar.

Who can use the Zoom app in Canvas?

Only people using UW Standard Zoom can access the Zoom app in Canvas. Meeting hosts using HIPAA UW Zoom cannot schedule or hold meetings in the Zoom app in Canvas.

Teach with Zoom

How do I use Zoom for office hours?

Learn how.

How do I use Zoom for small group work?

Watch this brief video to learn how. This UW Zoom tutorial shows you how to upload a .CSV with student names to pre-assign breakout rooms for small group work.

This guide from Zoom covers more about managing breakout rooms.

Troubleshooting

Zoom is really slow. Can I do anything to improve performance?

With greater and greater numbers of people working from home, performance of residential internet will be affected. You can try a couple things to improve performance. In your Zoom account settings, under In Meeting (Advanced), toggle off Group HD video. This will reduce the bandwidth required. If a video connection is not needed, try temporarily turning off your camera altogether.

When I try to sign in, I get an error message. What happened?

Go to https://washington.zoom.us to sign in with your UW NetID. If the problem persists, contact help@uw.edu.

I purchased a UW Zoom Pro account, but my meeting stopped unexpectedly after 40 minutes. What happened?

If you believe that you should have a Pro account but your meetings are ending after 40 minutes, contact help@uw.edu. Please note that some UW community members, such as contingent staff and student applicants, who had a Basic (free) account prior to the enterprise site license rollout on March 4, 2020 will continue to have access only to the limited version, which ends meetings after 40 minutes.

When I start my UW Zoom meeting, I see a message “You have a meeting that is currently in progress. Please end it to start a new meeting.” 

If you see this message, your UW Zoom host account is currently running a meeting on another computer. A UW Zoom host account can host only one meeting at a time. To end one meeting and begin another, click End Other Meeting and then start your new meeting. This also may also be caused by assigning a Zoom license to a shared UW NetID. Another person with access to your shared NetID could be using the account.

When I log in to my UW Zoom account, I see a message “You have logged in from another device. Messenger is now inactive.” 

If you see this message, you were logged in to another computer with the same account and Zoom automatically logged you out of the other computer. Zoom is limited to one zoom host account logged in, per computer. If you try to log in to two different computers with the same Zoom host account, you will be logged out. Learn more. This also may also be caused by assigning a Zoom license to a shared UW NetID. Another person with access to your shared NetID could be using the account.

How can I ensure that I’ve got the fastest connection possible?

Always ensure that Zoom traffic is allowed on the following ports/IP ranges per Zoom’s firewall documentation. Disable SSL Packet Inspection on Zoom traffic. If possible, allow connections to *zoom.us to bypass any proxy. If you receive a ‘join failure’ notice, select the ‘join from browser’ option. All of these suggestions will allow for the fastest connection to the Zoom service. If you have any questions, please reach to the Zoom Support Team.

Purchasing Zoom add-ons (for web presentations and meetings over 300 participants)

Do I need a Zoom add-on?

You can accomplish many webinar functions within UW Zoom Pro, saving you the expense of ordering an add-on (and waiting for it to be added to your account).For example, if you want to use Zoom to present material (to a group of 300 or fewer) rather than facilitating an interactive session where participants can speak, you can simply mute all participants.

If you need to present to groups larger than 300, then you may need an add-on.

Which Zoom add-ons are available?

Several add-on packages are available. To learn more, visit the UW Zoom order form.

What additional features come with the Webinar add-on? 

UW Zoom Pro provides collaborative space where everyone can see one another, hear one another and each individual participant can share their screen.

The Webinar is useful when you want to do a one-way push or presentation to a large audience. Attendees are view-only participants. Panelists can share audio, video, and screen.

Note: You can accomplish many webinar functions within UW Zoom Pro, saving you the expense of ordering an add-on (and waiting for it to be added to your account). For example, if you want to use Zoom to present material (to a group of 300 or fewer) rather than facilitating an interactive session where participants can speak, you can simply mute all participants. If you need to present to larger groups, then you may need an add-on.

To learn more about Webinar, watch this short introduction video, attend a 60-minute live training session, and order your account from the UW Zoom web order form.

Can I use a Shared UW NetID to order an add-on?

UW-IT stopped providing Zoom Pro licenses to shared NetIDs as of March 4. If you used a Shared NetID to purchase a Zoom Pro license prior to March 4, you can purchase an add-on for that account. If you need multiple hosts for a webinar, when scheduling the meeting, select the Alternative Hosts setting.

When I try to add a UW email address as an Alternative Host, why do I get an error message?

To add a UW email address as an Alternative Host, the UW Zoom user(s) must have an active Zoom Pro License AND be in the same account as you. UW Zoom HIPAA and Standard are separate accounts. If you are a HIPAA user, the Alternative Host(s) must also be a HIPAA user. If you are a Standard user, the Alternative Host(s) must also be a Standard user.

How do I find out what Zoom products I purchased and other billing details?

An authorized Billing Document Viewer can view Zoom charges and NetIDs for their budget number(s) online using MyFinancial Desktop or the TSEBill Viewer. Order changes made during the subscription year will not be reflected in these resources. Learn how to view UW-IT billing documents.

How does billing work for add-ons?

Your UW budget number will be charged within 30 days after submitting your order. You will be charged for the full year of service. Your order will auto-renew at the end of the year, unless you cancel before the renewal date.

How long does it take to process my Zoom order? 

Zoom add-on orders may take 10 business days to process with the UW reseller and Zoom. You can expect to receive a follow-up email confirming when the add-ons you ordered are available for use.

Other

Is there training available for UW Zoom?

Yes! Register for a Zoom live training session.

Can I use Zoom with Microsoft Teams?

Yes! Learn more here.

Can I add a Zoom app?

With the release of Zoom to the UW community, service team resources are beyond capacity, and the review process for Zoom apps is currently on hold. We will let campus know when the Zoom app review process resumes.

How do I add live captions during my meeting?

You can invite a professional caption provider to your Zoom meeting to provide live captions as you meet. If you record your meeting, the captions will be added to the recording. Learn more.

How do I stay up to date on UW Zoom?

Join the UW Zoom mailing list.

Last reviewed March 12, 2020