Troubleshoot Zoom Issues

Before scheduling and hosting your studio’s first livestream class through Walla, we encourage you to test your virtual Zoom setup through your desktop/laptop, phone, or tablet to ensure the best client experience (and minimize any in-class technical difficulties).

If you’re having issues with your Walla and Zoom integration prior to or during your livestream workout, please follow the steps below to troubleshoot why your video or audio may not be working.

Things to Know

Instructors Kicked from Session. If your instructors are being kicked from their sessions because they are using the same Zoom login, this is a limitation with Zoom. Zoom's platform does not allow multiple meetings running off the same login.

Instructors Kicked from Session. If your instructors are being kicked from their sessions because they are using the same Zoom login, this is a limitation with Zoom. Zoom's platform does not allow multiple meetings running off the same login.

Troubleshooting Video Quality

Is your camera not showing up in your Zoom settings? Or is your camera selected—but not showing any video? Try following these steps:

Desktop and Laptop

Turn off or force quit any other programs that utilize a camera
Restart your computer
Try launching Zoom to see if the camera is working
- If the camera is still not functioning after you’ve restarted your computer, please check other applications
If your camera is working in other programs, please see if you need to update the Zoom application and/or uninstall Zoom and reinstall the latest version

Turn off or force quit any other programs that utilize a camera

Restart your computer

Try launching Zoom to see if the camera is working

If the camera is still not functioning after you’ve restarted your computer, please check other applications

If your camera is working in other programs, please see if you need to update the Zoom application and/or uninstall Zoom and reinstall the latest version

Troubleshooting iOS Device

Make sure no other applications are using your camera
- Swipe up to view and close out any other apps using your camera
Open the Zoom app and try starting your video
Tap the camera icon at the top of your screen to switch between camera views
Confirm that Zoom has permission to access your camera access under your device settings
- Select Privacy > Camera (Zoom access should be toggled on green)
Restart your iOS device
Try launching Zoom to see if the camera is working
If your camera is still not working, delete the Zoom app and reinstall it from the App Store
- To delete your current Zoom app, hold down on the app until it starts to move and an X appears
- Tap the X and confirm you want to delete the app
Search for “Zoom” in the App Store and download the newest version of the app
Once Zoom is finished downloading, confirm your camera is working on your device by opening your camera app or taking a picture
- If your camera is working in other apps but not Zoom, please visit the Zoom Help Center
- If your camera does not work for any app on your iOS, please contact Apple Support

Make sure no other applications are using your camera

Swipe up to view and close out any other apps using your camera

Open the Zoom app and try starting your video

Tap the camera icon at the top of your screen to switch between camera views

Confirm that Zoom has permission to access your camera access under your device settings

Select Privacy > Camera (Zoom access should be toggled on green)

Restart your iOS device

Try launching Zoom to see if the camera is working

If your camera is still not working, delete the Zoom app and reinstall it from the App Store

To delete your current Zoom app, hold down on the app until it starts to move and an X appears

Tap the X and confirm you want to delete the app

Search for “Zoom” in the App Store and download the newest version of the app

Once Zoom is finished downloading, confirm your camera is working on your device by opening your camera app or taking a picture

If your camera is working in other apps but not Zoom, please visit the Zoom Help Center

If your camera does not work for any app on your iOS, please contact Apple Support

Troubleshooting Android Device

Make sure no other applications are using your camera
- Swipe right to close out any other apps using your camera
Open the Zoom app and try starting your video
Switch between camera views
Confirm that Zoom has permissions to access your camera access under your device settings
- Select Applications > Applications Manager > Zoom (If it does not list access to take pictures and videos, uninstall and reinstall the app following the steps below)
Delete your Zoom app from your device
- Under Settings, select Applications > Applications Manager > Zoom
- Tap and confirm uninstall
Search for “Zoom” in Google Play and download the newest version of the app
Once Zoom is finished downloading, restart your device
- If your camera is working in other apps but not Zoom, please visit the Zoom Help Center
- If your camera does not work for any app on your Android, please contact the Android Help Center Support

Make sure no other applications are using your camera

Swipe right to close out any other apps using your camera

Open the Zoom app and try starting your video

Switch between camera views

Confirm that Zoom has permissions to access your camera access under your device settings

Select Applications > Applications Manager > Zoom (If it does not list access to take pictures and videos, uninstall and reinstall the app following the steps below)

Delete your Zoom app from your device

Under Settings, select Applications > Applications Manager > Zoom

Tap and confirm uninstall

Search for “Zoom” in Google Play and download the newest version of the app

Once Zoom is finished downloading, restart your device

If your camera is working in other apps but not Zoom, please visit the Zoom Help Center

If your camera does not work for any app on your Android, please contact the Android Help Center Support

TIP: Ahead of troubleshooting, make sure you have the Zoom mobile app on iOS or Android (available on Apple App Store and Google Play).

Troubleshooting Speaker Issues

Can’t hear the clients in your class? Try following these steps to troubleshoot sound:

Make sure your speaker is turned on
If using a mobile device, turn up the volume using the volume buttons or notification panel
- Your speaker might be turned on in Zoom, but your phone volume might be set to silent, mute, or vibrate only
Try using plug-in or Bluetooth headphones
Restart your mobile device
Reinstall Zoom from the Apple App Store or Google Play

Make sure your speaker is turned on

If using a mobile device, turn up the volume using the volume buttons or notification panel

Your speaker might be turned on in Zoom, but your phone volume might be set to silent, mute, or vibrate only

Try using plug-in or Bluetooth headphones

Restart your mobile device

Reinstall Zoom from the Apple App Store or Google Play

Troubleshooting Microphone Issues

Having problems with your microphone—and clients can’t hear you in class? Try following these steps:

Make sure your microphone is not on mute
- If you see it is, tap the microphone icon to unmute yourself
Confirm you are connected to your mobile device’s audio
- In the Zoom meeting controls, select the audio icon and if prompted, allow Zoom to access your microphone
Try using headphones with a microphone
Confirm Zoom has access to your device’s microphone
- iOS: Settings > Privacy > Microphone (toggle for Zoom)
- Android: Settings > Apps & Notifications > App permissions > Microphone (toggle for Zoom)
Check that no other applications on your device are using the microphone at the same time
- iOS: Swipe up to close apps
- Android: Swipe left to right to close apps
Restart your mobile device
Reinstall Zoom from the Apple App Store or Google Play

Make sure your microphone is not on mute

If you see it is, tap the microphone icon to unmute yourself

Confirm you are connected to your mobile device’s audio

In the Zoom meeting controls, select the audio icon and if prompted, allow Zoom to access your microphone

Try using headphones with a microphone

Confirm Zoom has access to your device’s microphone

iOS: Settings > Privacy > Microphone (toggle for Zoom)

Android: Settings > Apps & Notifications > App permissions > Microphone (toggle for Zoom)

Check that no other applications on your device are using the microphone at the same time

iOS: Swipe up to close apps

Android: Swipe left to right to close apps

Restart your mobile device

Reinstall Zoom from the Apple App Store or Google Play

If you need assistance or have questions regarding your Zoom account, please visit the Zoom Help Center for additional support.