Knowledgebase: Online Lectures
Zoom Known Issues

Article Last Updated May 2020

This article lists the current known issues, technical problems, and workarounds with Zoom online meetings. Any wider issues with the service are reported live on Zoom's server status page.

Zoom configuration update #1.

Zoom configuration update #2.

Issue Summary Known Workarounds

iPad Pro, Microsoft Surface (and other tablet/stylus') users annotate a PDF, but overlay stays on screen instead of on specific page.

None available. Zoom has indicated that it is functioning as designed as a temporary overlay to what is on screen that should be cleared when annotating other screens.

Alternative Hosts field is locked (greyed out) when scheduling meetings in eClass under the Zoom activity.

Zoom is aware of the issue. Currently, instructors may create Zoom meetings from the external website at and can specify specific alternative hosts. Instructors can also grant co-host access within the meeting in progress.

It is no longer possible to transfer files between participants through the chat panel in meetings.

Resolved. This feature was re-added in the software update April 12th 2020. This feature has been identified as a security concern by Zoom and disabled in the application. Files can be transferred outside of Zoom meetings using the google suite.

Zoom meetings cannot be created through eClass when 10 or more instructors or TAs are enrolled in the course and have accessed Zoom through the tool link. 

Schedule a meeting in (external to eClass), and share the join URL in eClass. Note: Meetings will not show up within the Zoom activity in eClass. Recorded meetings must be shared from to eClass as well.

We have contacted Zoom support about this issue.

Pre-assigning Breakout room participants does not function

This option is not possible with the account type and license available at the U of A. Breakout room participants must be specified after they have joined a meeting - this can be facilitated by having students re-name themselves to include their particular group info once they have joined the room.

Users who have already signed up for a personal Zoom account using their UAlberta CCID email address will encounter an error when they first try to access Zoom through eClass. Once the personal account is deleted, users will be able to create their integrated eClass account.

This help article on the Zoom support portal describes how to delete the pre-existing account.

Alternatively, if users have some critical data stored and do not wish to delete it, you should go to your Zoom account options and change your email address. Then when you access Zoom from eClass, you can generate a new user account with the University license.

Account confirmation emails are not being sent to some users.

This issue has been reported to Zoom. Contact eClass support and we can re-send the email.

Some users have difficulty connecting audio to zoom meetings on mac devices.

Rebooting the computer solves the issue. Participants should always run through the Audio/Video check before entering a meeting.

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