Help and Support

Unfortunately not. The University has taken the decision not to enable any apps / add-ons / plug-ins on the University Zoom accounts. 

Cause

You may get this error when trying to log into the University Zoom service if you had originally used your University email address when registering for your personal Zoom account.

An email address may only be associated with one Zoom account at a time and for some users this is proving an issue during the migration of their account and its contents to the Uni service.

Workarounds

There are pre-requisites to check first before attempting either of the following workarounds:

1. Ensure the University subscription will meet your needs - Some features of the new University subscription are disabled for security, compliance and data protection.  These are documented in our important notice "What's included in this release of Zoom."  They're continuously under review but we cannot guarantee that all the features you've been using are included.   
2. Do not attempt workaround 2 if you are a member of an existing account and have webinar, large meetings or room licenses - The account owner will contact you separately with their plans to consolidate onto the new University Zoom subscription, this requires additional processes to be put in place first to support you.  In the meantime, continue to sign in to the existing account as normal.

------------------------------------------------

Workaround 1:

It maybe possible to simply change the email address of your existing account. Please try this workaround before trying workaround 2.

1. Sign into your existing account at https://www.zoom.us/signin
2. Go to your profile page, click "Edit" next to your email address and change it to a personal one.
3. You should then be able to activate your account using your University email address and password at: https://ed-ac-uk.zoom.us

Workaround 2:

If the issues persist then you might need to terminate your previous account. This is a last resort and might not be possible if you're a licensed member of someone else's account on Zoom. You should speak with the owner of the account first as they might need to remove your account for you.

If you're the owner of the account then you could attempt the following steps but if you loose any saved data in your current Zoom account, this might not be recoverable.

1. Sign-in to https://www.zoom.us/signin
2. Download any previous recordings or meeting details that you need.
3. Then, click Account Management", then "Account Profile" and finally click "Terminate my account".
4. Sign in to https://ed-ac-uk.zoom.us to activate your account.

If you have tried the steps above and still cannot activate or sign-in to your Zoom account then please contact the IS Helpline. 

Issue

Some users are receiving an email from Zoom after migrating their existing Zoom account. The email is "Your account has been switched successfully, you are now a member of the Zoom account (email address of the University's Zoom service owner). Thank you for choosing Zoom -The Zoom Team."

Resolution

This email is from Zoom, and is due to a configuration error that is currently being investigated. Receiving this email will not cause you any issues.

Issue

This issue may have been caused by you originally signing up to Zoom with a different email addres other than your @ed.ac.uk one. For example, @institution.ed.ac.uk or a personal email address). 

Workaround

Access your existing account via https://www.zoom.us/signin, then click your profile, then click edit beside your email address and change it to your @ed.ac.uk one. You should now be able to follow the migration steps. 

No, if you migrate your @ed.ac.uk Zoom account and this account is paid and allows you to access features not included on the University Zoom subscription, you will lose access to these other features. Therefore, if you need access to these features currently, you should not migrate your account at the moment.

Webinar licenses

We now have a central billing procedure in place for purchasing webinar licenses for Zoom. If you wish to purchase a webinar license for Zoom meetings then please email your enquiry to is.software.codes@ed.ac.uk, specifying if you want a 500 or 1000 webinar license.

If you need further information on webinar license types, please refer to this Zoom help.  Please note that due to high volumes Zoom have a turn around time for license purchasing of up-to 20 working days, so please purchase well in advance of your planned webinars.

Other add-on licenses

Some add-on services for Zoom are currently unavailable. These require review to establish requirements and plan an appropriate way forward:

• Virtual Room System
• Instant Messaging
• Outlook email integration
• Telephone integration
• Cloud apps integration
• Audio and video meetings for audience sizes larger than 300

The University is currently working on billing options to purchase these add-ons, however, if you require webinars and larger audience sizes now, Blackboard Collaborate is available and free to use, or alternatively our Online and Digital Events Service can help you choose the right tool for your type of event:

Online and Digital Events Tool

This sign in issue may have been caused by the recent update to the Zoom sign in on the University of Edinburgh's Zoom account. The following steps should resolve any issues for most users.

Please note - If you have previously used your UUN@ed.ac.uk email address on another Zoom account (one that is not the University of Edinburgh's Zoom account), you will have more troubleshooting steps to complete. Your UUN@ed.ac.uk email is now needed to allow access to the University Zoom account, otherwise you may only have access to a basic account or you may be unable to access at all. To allow you access to the University Zoom account you must sign in to the account you have used your UUN@ed.ac.uk on, and change the email associated with that account to something else, such as a personal email address in your profile settings. 

Troubleshooting steps for sign in issues

1. Sign out of Zoom on all browsers and sign out of the Zoom desktop client
2. Close and quit all browsers (it is important that you quit, not just close or the steps will not work)
3. Re-open your preferred browser and type ed-ac-uk.zoom.us into the search bar
4. Click "Sign in"
5. You should be taken to the University sign in page. Type your UUN (for example, jblogs2), followed by your EASE password (this is the password you use for MyEd, Learn etc.), then click "Log in"
6. You should be signed into Zoom 
7. You can then re-open the Zoom desktop client, click "Sign in" then "Sign in with SSO". Make sure ed-ac-uk.zoom.us is displayed on the next page, and click "continue". You will be re-directed to a browser page, prompting you to Launch / Open Zoom, allow this. The desktop app will now be signed in. 

The University Zoom subscription only supports your @ed.ac.uk email address, subdomains (such as fbloggs1@institutionname.ed.ac.uk) are not supported. 

To sign in to the University Zoom subscription you must use your @ed.ac.uk address. 

Issue

You are getting an error message only when signing in through SSO on the Zoom desktop app, downloaded on a managed machine via the Software Center. However, you are able to sign in with SSO via other instances (such as on a personal device).

Cause 

We are looking into the exact cause of this error, however this appears to be associated with differences between the Software Centre version of the Zoom desktop app and the version available for personal devices.

Resolution

Note that you will need admin credentials on your device to follow these steps, so you will need to contact your local IT support or the IS Helpline about this. 

1. Uninstall the Teams desktop app downloaded from the Software Centre
2. Install the Teams desktop app for personal devices instead via the following links:
   • Zoom Windows client (24.9MB)
   • Zoom Mac client (30.5MB)
   • Installing or Updating Zoom on Linux (Zoom site)

Issue

You have successfully migrated your account and have received the "Your account has been switched successfully..." email from Zoom. However, when you try to log in with the University SSO you receive the error message "not authorised with credentials used to sign in". 

Cause

This issue may appear if you have tried to sign in any email address other than your ed.ac.uk one. For example, @institution.ed.ac.uk or a personal email address. 

Resolution

Make sure you are signing in using your @ed.ac.uk email address. 

You can also try the following steps:

1. Open the UoE Zoom Desktop Client (download this if you have not already)
2. Sign in to your Zoom account  via SSO using your University of Edinburgh email address (only @ed.ac.uk, your @institution.ed.ac.uk email will not work) and your password

Issue

If you try to sign in with the University SSO in the Zoom desktop app after migrating your account, the app redirects you to sign in with your University username, but there is an error and you are not logged in. You will also be unable to sign in to your previous Zoom account.

This error appears to only affect the Zoom desktop app, so you should be able to sign in to your Zoom account via https://ed-ac-uk.zoom.us/signin

Cause

It has been noted that if you are trying to sign in to the University SSO using a subdomain email (for example @roslin.ed.ac.uk, or @institution@ed.ac.uk), or you have migrated an account with any other email address than your ed.ac.uk email address (for example, personal gmail accounts), then you may get this error. 

Resolution

This issue is still being looked into by the relevant team and this page will be updated if and when there are further solutions. However, you can try the following steps have worked for some users:

1. Type http://ed-ac-uk.zoom.us/signin into your web browser
2. Next, click "Profile"
3. Then, click "Edit" beside your email address
4. Then, change your email address to your ed.ac.uk email address
5. You should now be able to log into the Zoom desktop app  with the University SSO and your @ed.ac.uk email address. 

Webinar licenses

We now have a central billing procedure in place for purchasing webinar licenses for Zoom. If you wish to purchase a webinar license for Zoom meetings then please email your enquiry to is.software.codes@ed.ac.uk, specifying if you want a 500 or 1000 webinar license.

If you need further information on webinar license types, please refer to this Zoom help.  Please note that due to high volumes Zoom have a turn around time for license purchasing of up-to 20 working days, so please purchase well in advance of your planned webinars.

Other add-on licenses

Some add-on services for Zoom are currently unavailable. These require review to establish requirements and plan an appropriate way forward:

• Virtual Room System
• Instant Messaging
• Outlook email integration
• Telephone integration
• Cloud apps integration
• Audio and video meetings for audience sizes larger than 300

The University is currently working on billing options to purchase these add-ons, however, if you require webinars and larger audience sizes now, Blackboard Collaborate is available and free to use, or alternatively our Online and Digital Events Service can help you choose the right tool for your type of event:

Online and Digital Events Tool

1. The host should log into the meeting settings page at https://ed-ac-uk.zoom.us/profile/setting?tab=meeting
2. Halfway down the page they should find the option to switch on breakout rooms.

The reason for this is that you had a paid Zoom account linked to your @ed.ac.uk email previously. This license gave you access to features which are not currently available on the University of Edinburgh Zoom subscription. 

The University is currently working to develop a process for requesting add-on licenses for other features, and we currently have a process for webinar licenses.

Webinar licenses

We now have a central billing procedure in place for purchasing webinar licenses for Zoom. If you wish to purchase a webinar license for Zoom meetings then please email your enquiry to is.software.codes@ed.ac.uk, specifying if you want a 500 or 1000 webinar license.

If you need further information on webinar license types, please refer to this Zoom help.  Please note that due to high volumes Zoom have a turn around time for license purchasing of up-to 20 working days, so please purchase well in advance of your planned webinars.

Other add-on licenses

Some add-on services for Zoom are currently unavailable. These require review to establish requirements and plan an appropriate way forward:

• Virtual Room System
• Instant Messaging
• Outlook email integration
• Telephone integration
• Cloud apps integration
• Audio and video meetings for audience sizes larger than 300

The University is currently working on billing options to purchase these add-ons, however, if you require webinars and larger audience sizes now, Blackboard Collaborate is available and free to use, or alternatively our Online and Digital Events Service can help you choose the right tool for your type of event:

Online and Digital Events Tool

No - this feature is a paid add-on and is not currently included with the University Zoom subscription. 

The University is currently working on a central billing process to purchase these add-on features. 

No, the "join before host" setting has been disabled and cannot be turned on to help protect your privacy and University data.

However, you can add co-hosts to your meeting. Your co-hosts will be able to start the meeting and allow participants to join. 

To do this:

1. Sign-in to Zoom via http://ed-ac-uk.zoom.us/signin with your University log-in details
2. Then, click "Settings"
3. Next, scroll down to "Co-host" and click the button beside it
4. Then, when you schedule a meeting you will have the option to add "Alternative hosts"

For further information, and more in-depth guidance on adding co-hosts (including adding co-hosts during a meeting) see this page. 

Yes, the co-hosts setting is disabled by default in the University Zoom subscription, however this can be enabled. 

The following Zoom guidance page covers how to enable co-hosts in your meetings - How to enable co-hosts. 

When you have enabled co-hosts you will then have an option to add additional hosts when you schedule a meeting.

Certain features such as webinar licenses can be enabled if you follow the process below, and purchase a webinar license.

Webinar licenses

We now have a central billing procedure in place for purchasing webinar licenses for Zoom. If you wish to purchase a webinar license for Zoom meetings then please email your enquiry to is.software.codes@ed.ac.uk, specifying if you want a 500 or 1000 webinar license.

If you need further information on webinar license types, please refer to this Zoom help.  Please note that due to high volumes Zoom have a turn around time for license purchasing of up-to 20 working days, so please purchase well in advance of your planned webinars.

Other add-on licenses

Some add-on services for Zoom are currently unavailable. These require review to establish requirements and plan an appropriate way forward:

• Virtual Room System
• Instant Messaging
• Outlook email integration
• Telephone integration
• Cloud apps integration
• Audio and video meetings for audience sizes larger than 300

The University is currently working on billing options to purchase these add-ons, however, if you require webinars and larger audience sizes now, Blackboard Collaborate is available and free to use, or alternatively our Online and Digital Events Service can help you choose the right tool for your type of event:

Online and Digital Events Tool

Unfortunately local recordings have been disabled at the University to help protect your privacy and University data, and cannot currently be enabled for anyone. 

Cloud recordings are available. Help with cloud recordings is available on the Zoom website here. 

The University of Edinburgh Zoom account allows you to create upto 100 breakout rooms in any meeting. 

Note - you must have Zoom desktop client version 5.2 or higher to create upto 100 breakout rooms. If you do not have Zoom client version 5.2 or higher you will only be able to create upto 50 breakout rooms.

To check your Zoom client version, please see  Viewing the Zoom client version (Zoome site)

To update your Zoom client version, please seeUpdate to the latest version of the Zoom client (Zoom site)

You can find out more about managaing breakout rooms from Zoom. Please ignore any reference to only being able to create 50 breakout rooms in this guidance, our account has been updated to allow for upto 100 breakout rooms:

Managing Breakout Rooms

You may find that add-on features which you had under your previous licensed personal account are not available when you log into your University account.

Webinar licenses

We now have a central billing procedure in place for purchasing webinar licenses for Zoom. If you wish to purchase a webinar license for Zoom meetings then please email your enquiry to is.software.codes@ed.ac.uk, specifying if you want a 500 or 1000 webinar license.

If you need further information on webinar license types, please refer to Zoom Help.  Please note that due to high volumes Zoom have a turn around time for license purchasing of up-to 20 working days, so please purchase well in advance of your planned webinars.

Other add-on licenses

Some add-on services for Zoom are currently unavailable. These require review to establish requirements and plan an appropriate way forward:

• Virtual Room System
• Instant Messaging
• Outlook email integration
• Telephone integration
• Cloud apps integration
• Audio and video meetings for audience sizes larger than 300

The University is currently working on billing options to purchase these add-ons, however, if you require webinars and larger audience sizes now, Blackboard Collaborate is available and free to use, or alternatively our Online and Digital Events Service can help you choose the right tool for your type of event:

Online and Digital Events Tool

If you choose to use the University account then you need to cancel the current one with Zoom. Your account holder should contact Zoom about this. 

Please consider before contacting Zoom that the University Zoom subscription only includes standard meeting functionality, however you can request a webinar license.

Webinar licenses

We now have a central billing procedure in place for purchasing webinar licenses for Zoom. If you wish to purchase a webinar license for Zoom meetings then please email your enquiry to is.software.codes@ed.ac.uk, specifying if you want a 500 or 1000 webinar license.

If you need further information on webinar license types, please refer to Zoom Help.  Please note that due to high volumes Zoom have a turn around time for license purchasing of up-to 20 working days, so please purchase well in advance of your planned webinars.

Other add-on licenses

Some add-on services for Zoom are currently unavailable. These require review to establish requirements and plan an appropriate way forward:

• Virtual Room System
• Instant Messaging
• Outlook email integration
• Telephone integration
• Cloud apps integration
• Audio and video meetings for audience sizes larger than 300

The University is currently working on billing options to purchase these add-ons, however, if you require webinars and larger audience sizes now, Blackboard Collaborate is available and free to use, or alternatively our Online and Digital Events Service can help you choose the right tool for your type of event:

Online and Digital Events Tool

As Zoom is a US based company by default the date format for meetings will be mm/dd/yyyy. This can be changed to dd/mm/yyyy is your prefer this format by:

1. Sign into Zoom through ed-ac-uk.zoom.us
2. Go to profile
3. Scroll to personal
4. Click edit beside date format and select dd/mm/yyyy (or any other date format you prefer) from the list 

Yes, you can add your preferred pronouns to your Zoom profile by following the steps given by Zoom on their webpage:

Add and share your pronouns on Zoom

Note - for pronouns to show up in the Zoom desktop client, you must have client version 5.7 or higher.

To check your Zoom desktop client version, follow these steps from Zoom - Check your Zoom desktop version.

If your Zoom version is lower than 5.7, you should update the client. Follow these steps from Zoom to do this - Update the Zoom desktop client. 

Yes, you can use Zoom for social meetings. 

If you need help with what online tools are available to you to help you keep in touch with others, you may want to book onto the "Online Meeting Tools for Students" webinar created by the Digital Skills team. This webinar will show you which tools you can use, how to access them and how to use them to create meetings. 

To book a place, please see the following link:

Book a place on Online Meeting Tools for Students

Yes, this issue may be caused if you have the green screen option ticked when you do not have a green screen. To resolve this:

• Open the Zoom desktop client (you may be prompted to sign in)
• Click your profile picture, then Settings
• Click Virtual background
• Make sure "I have a green screen" is unticked 

Cause

This is caused by a bug in earlier versions of the Zoom app.

Resolution 

The version in the University's software centre is in the process of being updated to a later version but in the meantime you can manually update your Zoom app by following the steps below:

1. Open your Zoom desktop app,
2. Then, click on your initials (or photo) in top right of the window
3. Then, click "Check for updates"
4. If you do not have the latest version then Zoom will find the latest version and an "Update Available" box will appear
5. Click "Update" and wait for the new version to be installed
6. Then, click "Install"
7. Then, follow the prompts from your computer to install
8. Finally, restart the Zoom desktop app

Your Zoom cloud recordings will be kept indefinitely until you delete them, because there are no built in recording retention policies for Zoom at the University. 

We recommend that you let your meeting participants know, before recording your Zoom meetings, how long you intend to keep the meeting recording and delete the recording after this time has elapsed. For further information on retention please see our:

Guiding Principles – Recording of online and digital events

Recording privacy statement (external collaborators) (Word)

Recording privacy statement (internal – staff and students) (Word)

After deleting a meeting you have 30 days to recover the meeting before it is permanently deleted. Information on how to recover deleted Zoom Cloud recordings is available from Zoom via the following link:

Recover a deleted cloud recording

Yes, deleted Zoom Cloud recordings are retained for 30 days after deletion.

You can recover your deleted Zoom Cloud recordings for up to 30 days after you deleted it. 

Information on how to recover deleted Zoom Cloud recordings is available from Zoom via the following link:

Recover a deleted cloud recording

No, the University's Enterprise subscription with Zoom means there is no time limit on meetings.

Please visit the Zoom on how to View the Attendance Report for a Meeting. Please change the date range to your required dates.  If not already signed in select sign in with SSO enter ed-ac-uk then sign in with your ease login details.

Meeting organisers must enable captions and transcription in their Zoom meetings, before the meeting begins, for these features to be available. 

To do this:

1. Sign in to ed-ac-uk.zoom.us/signin with your UUN and University password
2. In the navigation panel to the left of the Zoom window, click Settings.
3. Then, click the Meeting tab 
4. Then, go to In Meeting (Advanced)
5. Then, scroll to "Closed captioning" and click the toggle to enable it (the toggle will appear blue if it is enabled)
6. Then, if a verification dialog box appears, click Enable to verify the change
7. Then, make sure "Allow use of caption API Token to integrate with 3rd-party Closed Captioning services", "Allow live transcription service to transcribe meeting automatically" and "Allow viewing of full transcript in the in-meeting side panel" are all ticked. If they are not all ticked, tick them before moving on. 

Zoom have in-depth guidance on how to enable captions and transcription in your Zoom meetings:

Enabling closed captioning and transcription

Note - Before you can turn on captions and transcriptions in your Zoom meeting, you must in sure that you have followed the steps under the "How do I enable captions and transcription in my Zoom meetings?" FAQ to enable it. 

The Zoom meeting host must follow these steps to turn on captions in your meeting:

1. The Zoom meeting host must click "Closed Caption" on the meeting bar (icon of two cs)
2. The meeting host must then select one of the following options:
   • Enable Auto-Transcription: Allows the system to start providing live transcription. Participants will be notified that this service is available.
   • Assign a participant to type: Assigns a participant to type closed captions during the meeting.
   • I will type: Opens the closed captioning window for you to manually type closed captions.
   • Copy the API token: Copy the URL that you can provide to a third-party closed captioning service to integrate the service with your meeting.

The Zoom meeting host must follow these steps to turn on transcription in your meeting:

1. The Zoom meeting host must click "Live transcript" on the meeting bar (icon of two cs)
2. The meeting host must then select one of the following options:
   • Enable Auto-Transcription: Allows the system to start providing live transcription. Participants will be notified that this service is available.
   • Assign a participant to type: Assigns a participant to type closed captions during the meeting.
   • I will type: Opens the closed captioning window for you to manually type closed captions.
   • Copy the API token: Copy the URL that you can provide to a third-party closed captioning service to integrate the service with your meeting.

Meeting host

1. Click Closed Caption on the meeting bar, during your meeting
2. Select Assign a participant to type: Assigns a participant to type closed captions during the meeting.
3. Then, click Assign a participant to type.
4. The participants window will open
5. Find the participant who you want to type closed captions and hover over their name.
6. Click More.
7. Select Assign to type Closed Caption

Participant who has been assigned to type captions

Once the host assigns you the ability to type closed captions, a notification will appear in your meeting controls.

To enter closed captions as a participant:

1. Click Closed Caption . 
2. This will open up the closed caption box. 
3. Type the closed captions in the box.
4. Press Enter to submit your closed captions.

Yes, you can edit the autogenerated captions in your Zoom meeting recordings. 

Enable the audio transcript

You should have the audio transcript option automatically enabled in your Zoom settings, this means that you will always get an autogenerated transcript of your Zoom meetings. To check if this option is enabled, please refer to Zoom on "Audio transcription for cloud recordings​​​​"​​​. Note that audio transcripts may take longer to become available than the meeting recording. You will receive an email when the transcript is available. 

View and Edit the Audio transcript

Zoom provide information on how to view and edit the autogenerated captions in your Zoom meeting recordings under the heading, "Viewing and editing the transcript".

Viewing the captions in your meeting recording

To see the captions embedded in your Zoom meeting recording, you need to turn on Closed Captions while watching the recording. Information on how to do this is available from Zoom under the heading "Embedding the transcript".