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  • How can I troubleshoot network connectivity issues between the Zoom desktop client and Zoom services?

    The Network Connectivity Tool can run network tests and potentially provide greater insight into network issues. The Network Connectivity Tool is only available on Zoom desktop app (Windows and Mac) version 5.13.10 and above.

    Access the Network Connectivity Tool

    The network connectivity tool can be accessed by the following keyboard shortcuts:

    • Windows: Ctrl+Alt+Shift+D
    • macOS: Cmd+Option+Shift+D

    Note: These keyboard shortcuts can be customized through the Keyboard Shortcuts tab of the desktop client’s Settings menu.

    1. Click the Network Test tab.
    2. Click Start Test.
      The tool will test and report information on each of the following items as the section is complete:
      • Network Information: Tests basic network connectivity. When this section is complete, click View Results to view more information, such as network adapter name, IP address, IP activate, as well as detected proxy connections. Click Export Log to export client generated memlogs.
      • MTR: Tracing the connection between the device and Zoom servers. Click View Results to view a detailed breakdown of the traceroute. Click Export Log to export the client generated memlogs.
      • Service Status: Provides connectivity status and details for connections to Zoom Meetings and Team Chat services.
    3. Click the Diagnostics tab.
    4. Click Export Log to download the client’s generated memlogs, and provide it when raising a Student IT Support ticket via ServiceNow.

    Additional Information

    Other network troubleshooting steps may include restarting your device, restarting your local modem/router, and checking your anti-virus and firewall settings.