Troubleshooting Log For Zoom Rooms

Please open a Zoom support ticket before sending us troubleshooting logs. We will send you further instructions after a ticket has been generated. Please follow these steps to generate troubleshooting logs if Zoom support requests them.

This article covers:

• How to send a problem report on iPad/Android Controller
• How to send a problem report from the web portal
• How to retrieve Zoom Room Audio Logs

How to send a problem report on iPad/Android Controllers

1. Open the Zoom controller app and tap Settings.
2. From the Settings menu, choose About.
3. Click Help.
4. Select Send Problem Report.
5. You should include the ticket number and any other details about the problem you are experiencing.
6. Click Send at the top right.

How to send a problem report from the web portal

1. You need to be logged in as an owner or admin with the permissions to edit Zoom Room settings in order to access the Zoom web portal.
2. Navigate to Room Management then Zoom Rooms from the navigation panel.
3. Click on the name of the room for which the report is to be sent.
4. When the room name appears, click on the Edit button.
5. You will find the following sentence under Room Avatar? Is there anything wrong? We can assist you with troubleshooting if you click here.
6. Generate the report using the Click Here link.
   Note: A problem report option will only appear if the room is online.
7. Your ticket number and any further details about the problem should be included.
8. Send the report by clicking Send.

How to retrieve Zoom Room Audio Logs

1. Join a Zoom meeting.
2. Tap the settings icon in the meeting controls.
3. Click Help in the settings window.
4. Toggle the Audio Log switch on.
5. This will record the audio coming from your local microphone.
   Note: You will not be able to hear the audio from other participants.
6. If the meeting has ended, the audio logs will be uploaded and the problem report will be sent to Zoom support as soon as the meeting ends.
   Note: A message on the main display will alert you that troubleshooting mode has ended after audio logging has been running for 59 minutes. The message will appear 1 minute later.