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Guide: Zoom problems ?

Bo Ståhle
  • Updated
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Is Zoom bugging you ?

Was the meetings not as smooth as you'd have liked ?

 

Here are some things we need from you, to figure out what might have been the problem.

 

The money is in the Details

First we need your Account, Host email, meeting ID, date, time.
Next we need to know who was affected ? and by what ?

  1. What kind of disturbances ?
    1. Is it only audio 
    2. Is it only video 
    3. Is it only sharing 
    4. Everything 
    5. Only when specific people are talking/presenting 
  2. Who had it ?
    • All
    • Some
    • One
      Be specific
  3. When / How much ?
  4. What version of the Zoom client ?
  5. What was running on the computer while the meeting was in the meeting ?
    • Antivirus
    • Firewall software
    • Office
    • Mail
    • VPN software (connected or not)
      Anything and everything
      And again be specific, we don't know what your standard image contains.
  6. What kind of computer ?
    • Operating System
    • CPU
    • Amount of memory
    • Network type
      Wired/Wireless
      VPN

 

General guidelines

The usual stuff applies:

  • Make sure you're running the latest client
  • Try avoiding Wifi - especially if many participants are on the same access point.
  • Try restarting your computer just before the meeting.
  • Don't have a lot of programs running in the background​.
  • Try with and without VPN (mixed results based on VPN solution and VPNC load).

Zoom dashboard

As an administrator of a Zoom account you have access to the Zoom Portal Dashboard:
https://eu01web.zoom.us/account/metrics/dashboard

mceclip1.png

Where you can access important meeting details
mceclip2.png

As well as individual users details for a specific meeting.

mceclip3.png

Meeting details are also exportable to CSV, both on user level and meeting level.

And the same goes for Webinars.

Network

On the network side check which MMR you're connected to (if you don't know how, you shouldn't debug the network side ;-)).

Try running an MTR (UDP) towards that IP and see if anything shows up.

mtr --udp --port 8801 185.174.117.141

And please do share any network debugging information

 

Bandwidth testers

Zoom clients does not require a lot of bandwidth (up to around 4-5Mbit/s bidirectional if running 1080P + Screensharing), so using a bandwidth tester to test the quality of your connection isn't going to work.
You're not testing the network path to the server you're trying to reach and you're testing a quality that for the most part is more than adequate on a 3G modem.

 

Other testers

Network testing utilities like iPerf and similar have a number of problems, even network professionals struggle to use them correctly and they usually have the same problem as bandwidth testers, they're not testing the connection to the Zoom server you're trying to have a meeting on.

Utilities

There are a number of small local tools you can use to debug. Usage and mileage varies on different platforms, so look up manuals on your own.

Local

  • ping
    Sends ICMP Echo requests and times the response
    ping -c 10 rclb01.zoom.nordu.net
    PING rclb01.zoom.nordu.net (109.105.112.236): 56 data bytes
    64 bytes from 109.105.112.236: icmp_seq=0 ttl=63 time=13.351 ms
    64 bytes from 109.105.112.236: icmp_seq=1 ttl=63 time=12.045 ms
    64 bytes from 109.105.112.236: icmp_seq=2 ttl=63 time=9.915 ms
    64 bytes from 109.105.112.236: icmp_seq=3 ttl=63 time=11.857 ms
    64 bytes from 109.105.112.236: icmp_seq=4 ttl=63 time=9.540 ms
    64 bytes from 109.105.112.236: icmp_seq=5 ttl=63 time=10.528 ms
    64 bytes from 109.105.112.236: icmp_seq=6 ttl=63 time=9.882 ms
    64 bytes from 109.105.112.236: icmp_seq=7 ttl=63 time=9.495 ms
    64 bytes from 109.105.112.236: icmp_seq=8 ttl=63 time=10.388 ms
    64 bytes from 109.105.112.236: icmp_seq=9 ttl=63 time=9.610 ms

    --- rclb01.zoom.nordu.net ping statistics ---
    10 packets transmitted, 10 packets received, 0.0% packet loss
    round-trip min/avg/max/stddev = 9.495/10.661/13.351/1.247 ms
  • netstat
    A utility to show information about local network routes, connections and statistics
    > netstat -np tcp | awk '$5 ~ /^185.174|^89.46|^195.148|^128.39/ {print $5}'
    185.174.117.189.443
    185.174.117.189.443
  • traceroute/tracepath
    Shows the path to the provided  
    > traceroute zc01-z3.zoom.nordu.net
    traceroute to zc01-z3.zoom.nordu.net (89.46.17.10), 64 hops max, 52 byte packets
    1 dk-kas-fw.nordu.net (109.105.106.4) 14.268 ms 13.141 ms 9.960 ms
    2 dk-kas-x1-sw-a02.nordu.net (109.105.106.3) 10.198 ms 9.434 ms 12.100 ms
    3 dk-uni.nordu.net (109.105.99.164) 12.888 ms 13.588 ms 11.877 ms
    4 dk-ore.nordu.net (109.105.97.132) 13.896 ms 12.762 ms 18.159 ms
    5 mcen1-r1.sunet.se (109.105.102.123) 10.621 ms 15.573 ms 11.678 ms
    6 lund-lnd88-r1.sunet.se (130.242.4.70) 13.010 ms 11.620 ms 11.640 ms
    7 vaxjo-vxj-r1.sunet.se (130.242.4.63) 16.622 ms 15.327 ms 21.939 ms
    8 jonkoping-jkg-r1.sunet.se (130.242.4.54) 15.486 ms 15.670 ms 19.749 ms
    9 linkoping-lin3-r1.sunet.se (130.242.4.53) 19.870 ms 17.452 ms 50.719 ms
    10 norrkoping-nkg188-r1.sunet.se (130.242.4.79) 19.418 ms 20.942 ms 51.442 ms
    11 stockholm-tug-r1.sunet.se (130.242.4.59) 23.473 ms 19.455 ms 21.907 ms
    12 tug-zoom.sunet.se (130.242.3.111) 26.659 ms 25.692 ms 28.029 ms
    13 tug-zp1-sfw-01.nordu.net (130.242.3.145) 20.673 ms 19.406 ms 19.914 ms
    14 tug-zp1-ssw-01.nordu.net (130.242.3.147) 23.648 ms 23.748 ms 27.177 ms
    15 89.46.17.10 (89.46.17.10) 22.728 ms 21.645 ms 23.927 ms
  • mtr
    Similar to traceroute, but have an updates view over time as well as options to specify protocol and ports to reach.
    mceclip0.png
  • host/dig/nslookup
    Used to examine DNS
    > dig -t srv _h323cs._tcp.zoom.nordu.net

    ; <<>> DiG 9.10.6 <<>> -t srv _h323cs._tcp.zoom.nordu.net
    ;; global options: +cmd
    ;; Got answer:
    ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 1170
    ;; flags: qr rd ra; QUERY: 1, ANSWER: 2, AUTHORITY: 2, ADDITIONAL: 5

    ;; OPT PSEUDOSECTION:
    ; EDNS: version: 0, flags:; udp: 1280
    ;; QUESTION SECTION:
    ;_h323cs._tcp.zoom.nordu.net. IN SRV

    ;; ANSWER SECTION:
    _h323cs._tcp.zoom.nordu.net. 3581 IN SRV 10 10 1720 rclb01.zoom.nordu.net.
    _h323cs._tcp.zoom.nordu.net. 3581 IN SRV 10 10 1720 rclb02.zoom.nordu.net.

    ;; AUTHORITY SECTION:
    zoom.nordu.net. 86230 IN NS ns1.nordu.net.
    zoom.nordu.net. 86230 IN NS ns2.nordu.net.

    ;; ADDITIONAL SECTION:
    rclb01.zoom.nordu.net. 86381 IN A 109.105.112.236
    rclb02.zoom.nordu.net. 86381 IN A 109.105.112.235
    rclb01.zoom.nordu.net. 86381 IN AAAA 2001:948:4:22::236
    rclb02.zoom.nordu.net. 86381 IN AAAA 2001:948:4:22::235

    ;; Query time: 74 msec
    ;; SERVER: 109.105.96.141#53(109.105.96.141)
    ;; WHEN: Tue Mar 30 16:04:43 CEST 2021
    ;; MSG SIZE rcvd: 276

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