Zoom troubleshooting & FAQs

Meg Dietrich

Mar 21, 2023 3:34 PM

When I'm setting up the integration, it says “You cannot authorize the app.”

Ensure the Zoom account owner or admin has pre-approved the app and you have the necessary permissions in your Zoom account. If you are not a Zoom admin, a role with the following permissions is necessary:

  • Users: Edit
  • Usage Reports: View

1. To set these permissions for an employee, the Zoom account owner or admin must navigate to the Role Management section (https://zoom.us/role) and set a role with those permissions.

2. Navigate to the Users section and click on Edit for the employee.

3. Assign the newly created role to the employee by using the dropdown.

When I'm setting up the integration, it says “Unable to install this app...”

  1. Ensure the Zoom account owner or admin at your company has pre-approved the app.
  2. Once the app is pre-approved, try to connect your account again.

Why is my Zoom meeting link not populating?

Usually, this is because your authorization was not completed properly. If this occurs, please reinstall the application following the steps above. If this continues to occur, please contact us at support@epochapp.com.

Can I be in another meeting at the same time if I'm using my personal meeting ID for the event?

No, you won't be able to use the same link for another meeting or event at the same time. Keep this in mind to make sure you aren't scheduling two events that occur simultaneously.

Why is the same guest showing up twice as "Confirmed" and "Attended" on the insights page?

This issue occurs when an employee joins a meeting multiple times, but Zoom doesn't record one of these instances with an email. When Epoch doesn't receive a guest's email, we track them as an external guest. We don't automatically merge them because multiple employees can have the same name.

You can download the CSV and merge these records yourself if it occurs for your event.

I don't have the Zoom link yet. Can I add it to my event later?

Yes! Even if your event is published and employees have already started confirming into it, you can add the Zoom meeting link at any time and it will automatically update the event and calendar invite.

Can I use a different video conferencing tool other than Zoom for my event?

Yes! Copy and paste your meeting link into the Virtual meeting link field on the Schedule step. This link will appear on the event page and calendar invitation. Note that attendance tracking is available with our Zoom integration.

If you have a question about Epoch's Zoom integration that wasn't answered here, check out our Zoom integration guide or contact support@epochapp.com.

Want access to a beta feature?

Get in touch with our customer experience team. We'll reach out with next steps.

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