INTERNET PROBLEMS

This page explains how Zoom reacts & what to do when encounter Internet troubles on-site at a venue

INTERNET HICCUP (UNDER 30 SECONDS DURATION)

For small Internet hiccups that are under 30 seconds, there may near no discernable issue to recording and 30 seconds of frozen video/screenshare to attendees

YOUR ZOOM WILL BEHAVE ACCORDINGLY

Screen Share from Speaker will instantly appear frozen in Zoom (Hard to tell on slides / easy to tell if on a vid clip)
Your camera video will continue in Zoom.
Zoom interface will continue to full display for 30 seconds
Go to CNN.com to confirm if page displays if unsure what state Internet is in
If Internet returns within 30 seconds, screen share from speaker will resume automatically without you never having the Zoom interface disappear

Back in Business!

Attendee Experience (Click to Open)

Screen Share from Speaker will instantly appear frozen in Zoom (Hard to tell on slides / easy to tell if on a vid clip)
Camera feed from Videographer will instantly appear frozen in Zoom
Zoom interface will continue to full display for 30 seconds
If Internet returns within 30 seconds, screen share from speaker and video from videographer will resume automatically

Back in Business!

INTERNET DIES (30+ SECONDS)

Need to Test this out!!

YOUR ZOOM WILL BEHAVE ACCORDINGLY

Screen Share from speaker will instantly freeze in Zoom (Hard to tell on slides / easy to tell if on a vid clip)
Your camera video will continue in Zoom
Zoom interface will continue for 30 seconds in this manner
Go to CNN.com to confirm if page displays if unsure what state Internet is in

AFTER 30 SECONDS OF NO INTERNET

Zoom interface will disappear and reform into a Connecting... small window (see image)
After a short period of time, 10-20 seconds, this small window then may form into "An unknown error occurred"
At this point you'll need to relaunch the exact Zoom program from the correct Zoom.us account (where you originally launched from) but you may not have Internet to do this!

TROUBLESHOOTING INTERNET

Keep a notepad on internet outages such as "Internet died 9:34am ET, Returned 10:04am ET". This may be sent in an email or during upload "submit file(s)" to CE21 notes field.
Go as wide on camera framing as would cover the typical speaker "roaming pattern" to prevent them from walking out of frame while troubleshooting
Open a new tab and type in cnn.com. If you get a prompt to log in with password or agree to terms/conditions for hotel - do as fast as possible - the Internet agreement may have timed out
If this doesn't occur and cnn.com brings up a Page cannot be displayed
1. ETHERNET
  1. Confirm Ethernet cable is definitely plugged into laptop port tight.
  2. Confirm Ethernet cable didn't get loose in wall
  3. Unplug Ethernet from laptop and try connecting to WiFi
2. WIFI
  1. Assumption is you are on a WiFi connection due to either no working Ethernet port in the room or problem with Ethernet connection.
  2. Disable WiFi and Go back to Ethernet (if available)
3. VENUE STAFF
  1. Reach out to venue staff to alert them to Internet issues. This may be paging via a white courtesy phone in the room, or exiting the event room all the way to the front desk to have them page AV to go to your event room
  2. When internet is down, keep camera on speaker and pan to screen for video clips only (Do not pan to screen for static slides)
  3. Babysit venue for updates on venue staff engaged in figuring out Internet issues and keep politely on venue staff for status updates/ETA's and that they're taking appropriate action.

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