🎥 Sorenson + Zoom: Help with Video Call Issues

👋 Overview

This article helps you fix problems when using Zoom with Sorenson.

You may use Zoom for:

• Meetings
• Work calls
• School
• Interpreting sessions

If something is not working, follow the steps below.

⚠️ Common Problems

You may see:

• ❌ No video
• ❌ No sound
• ❌ Interpreter not visible
• ❌ Camera not working
• ❌ Zoom not connecting
• ❌ Call drops or freezes

👉 These problems are common and usually easy to fix.

🔧 Quick Fix (Try This First)

Before anything else:

1. Restart Zoom
2. Restart your device
3. Check your internet connection

👉 This fixes many problems quickly.

🌐 Check Your Internet

Zoom needs strong internet.

Check:

• Are you on Wi-Fi?
• Is your connection stable?
• Are other apps slow?

Try:

• Move closer to Wi-Fi
• Turn Wi-Fi OFF → ON
• Close other apps

👉 Weak internet = video problems

🎥 Fix Video Problems

Problem: No video

Try this:

1. Open Zoom
   • Go to Settings
   • Click Video
2. Check your camera is selected

👉 If camera is wrong, switch to the correct one

Problem: Camera not working

Try:

• Close other apps using camera
• Restart Zoom
• Restart device

👉 Only one app can use the camera at a time

🔊 Fix Sound Problems

Problem: No sound

Try this:

1. In Zoom, click Audio Settings
2. Check speaker is correct
3. Check microphone is correct
4. Test sound

Problem: You can’t hear interpreter

Try:

• Turn volume up
• Check correct speaker
• Leave meeting → Join again

🤟 Interpreter Not Visible

If you cannot see the interpreter:

Try:

1. Click View in Zoom

0. 0. 0. 0. 0. Choose Speaker View or Pin Video

1. Pin the interpreter video

👉 This keeps interpreter always visible

📱 Using Sorenson with Zoom

You may use:

• Sorenson videophone
• ntouch app
• Computer

Tips:

• Make sure your device camera works
• Make sure Zoom has permission to use camera + microphone
• Use latest version of Zoom

🔄 Zoom Not Connecting

Problem: Cannot join meeting

Try:

1. Check meeting link
2. Check meeting ID and passcode
3. Restart Zoom
4. Restart device

👉 Small errors in link can block access

📶 Call Freezing or Dropping

This is usually internet.

Try:

• Move closer to router
• Stop downloads/streaming
• Switch to stronger network

👉 Video calls need stable connection

🧾 Be Ready (If You Contact Support)

Have this ready:

• Your device (phone, computer, videophone)
• What problem you see
• When it started
• Screenshot (if possible)

👉 This helps support fix faster

🆘 Still Need Help?

Option 1: Contact Sorenson Support

📞 [phone]

Option 2: Get Help in ASL

Use ntouch app → Support

💡 Tips for Better Zoom Experience

• ✔️ Use strong Wi-Fi
• ✔️ Keep camera at eye level
• ✔️ Good lighting (face visible)
• ✔️ Quiet environment

👉 Clear video = better communication in ASL

🤝 Accessibility First

Zoom + Sorenson should support clear visual communication.

We focus on:

• Clear video
• Stable connection
• Easy controls
• Interpreter visibility

🧭 Quick Summary

Problem → Fix

• No video → Check camera
• No sound → Check audio settings
• Interpreter missing → Pin video
• Freezing → Fix internet

• • Can’t join → Check link