ITS

Information Technology Services
Information Technology Services

Zoom FAQ

ITS has gathered a listing of frequently asked questions. If you have a question that is not found on the list, please fill out the Online Support Form or call us at 613 533 6666.


Q. I am an existing Zoom Pro account owner, can I migrate to the Queen's Zoom Education account?

If you are an account owner of an existing Zoom Pro account (paid) associated with your Queen's email address and would like to migrate to the Queen's Zoom account, we are still accepting account consolidation requests. If you currently have an existing Zoom basic account, refer to How do I get it? on the Zoom service page for instructions on how to activate and switch your account through self-service.

The process to request your migration is as follows:

Submit your request using the Zoom Account Consolidation Request Form

Please review the following before submitting your request:

  • In your request, you will need to provide the account owner name and email address, as well as the account number for your paid Zoom Pro account. You can access your account information through the Zoom web portal (https://zoom.us/signin > Profile).
  • If there are any users other than yourself in your paid Zoom Pro account, please the list of Zoom users (full name and Zoom ID), either as an attachment or in the form Request Description section, as they will need to be migrated over first. The account owner or administrator can export the list of Zoom users through the Zoom web portal (https://zoom.us/signin > User Management > Users > Export (All users in the table)).
  • If you have additional paid features (e.g., webinar or large meeting) associated with your account, please provide a list of any paid Zoom features, either as an attachment or in the form Request Description section. These features will not be transferred during the consolidation. You will need to re-request any paid add-on services through IT Services using the Zoom Add-on Service Plans Request form.
  • To avoid delays in processing your request, please ensure that all users update their Zoom ID to Queen’s NetID email address before submitting your request. Please note that only eligible users can migrate to the Queen’s Zoom account.

Important: Prior to submitting your consolidation request, please review the Migration FAQ for additional information on what to expect with the migration, including what content is transferred with the account.

Q. How do I change the email address of my Zoom user account?
The following applies to users that have not yet claimed their Queen's account using Single Sign-on
  1. Sign into the Zoom web portal at https://zoom.us.
  2. Click Profile.
  3. Click Edit next to Sign-In Email.
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  4. Enter your NetID@queensu.ca email address and your current Zoom password.
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  5. Confirm that you are not a robot by selecting the reCAPTCHA check box beside I'm not a robot.
  6. Click Save changes.
    Important: If you receive an error message "Email 'YourNetID@queensu.ca' has already been used.", please open a ticket with the IT Support Centre to have your Zoom user profiles merged.
  7. A confirmation email will be sent from Zoom <no-reply@zoom.us> to the new email address. You will need to click the confirmation prompt in that email before the email address is changed on the account.
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  8. Click Confirm Change to finish the email change process.
Q. How to sign out of the Zoom desktop client and sign back in?

Windows and Mac Clients

  1. Open the Zoom client.
  2. Click your profile picture in the top-right corner.
  3. Click Sign Out.
  4. Click Sign In.
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  5. Click Sign in using SSO.
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  6. In the Company Domain field, enter queensu and click Continue.
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  7. You will be directed to the Single Sign-on page. Enter your NetID@queensu.ca email address and click Next.
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  8. Enter your NetID password and click Sign in.
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  9. Select Yes or No when prompted to Stay signed in?
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Q. Can I host two meetings at the same time?

A licensed user can host up to two meetings at the same time. Both meetings need to be started by the original meeting host and cannot be started by an alternative host. The host can leave the meeting and pass host privileges to another user if needed.

Note: While these users can have two meetings active concurrently, by default they will be unable to join multiple meetings simultaneously on the desktop client. For more information, refer to Zoom's support article: Can I host concurrent meetings?

Q. Can I install an app from the Zoom Marketplace?
In addition to their standard web conferencing services, Zoom also offers an optional Zoom App Marketplace, which allow users to integrate Zoom into a variety of other services and applications. Due to the third-party nature of these apps, IT Services is not approving additional add-ons/apps for integration with the Queen's Zoom Education account. For apps that are not approved for use, the Install and Pre-Approval request buttons will be disabled and accompanied by a default system message, such as "You need additional permissions to install this app." or "Your account admins don't accept any user requests to pre-approve this app. Please feel free to contact your admins directly." Administrators are not accepting install and/or pre-approval requests. Only select Marketplace apps have been approved for installation and use. To view the list of pre-approved apps, visit the Zoom App Marketplace and filter by "Pre-approved only".

Migration FAQ

The following FAQ apply to account owners with a personal Zoom Pro account (paid) associated with their Queen's email address that are considering or preparing to migrate to the Queen's Zoom Education account.

Q. What should I expect during the migration/consolidation process?

During the account consolidation:

The following will move with the user:

  • Zoom Profile (including Time Zone, Profile Image, Meeting Capacity)
  • Meetings (upcoming, recurring, previous)
    • This includes scheduled Webinars with full registration details intact.
  • Cloud recordings
  • Settings
    • Settings may change based on the settings specified by the Queen’s Zoom account.
  • Personal Audio Conference (PAC) details
    • Although the PAC is moved with the user, Zoom has observed the default dial-in numbers do change for some users. Zoom support team was unable to identify why the defaults were changed and is a known risk during consolidation.

The following will not move with the user:

  • Reporting data (i.e. Active Host Report etc.).
  • Add-ons, for example, Webinar or Large Meeting
    • These features will not be transferred during the consolidation. You will need to re-request any paid add-on services through IT Services using the Zoom Add-on Service Plans Request form.
    • Scheduled Webinar events usually recover after we add the Webinar feature back to the user account.
  • Zoom Rooms
  • Instant Message (IM) History and contacts
  • Zoom Marketplace Apps

Service Interruption

  • Zoom meetings and Cloud Recordings: users will not have access while the account is migrating. The account consolidation will take place outside of normal office hours.
  • Paid Features: there will be some disruption to your paid services, please plan for this when you request your account consolidation. These features will not be transferred during the consolidation. You will need to re-request any paid add-on services through IT Services using the Zoom Add-on Service Plans Request form.
  • Zoom Marketplace: only authorized Zoom Marketplace apps are supported in the Queen’s Zoom account, if you have any integrations with Zoom Marketplace apps they may not be supported after the account consolidation. 
Q. I am a Zoom Pro account owner; will I be reimbursed when I move/migrate to the Queen's Zoom Education account?

Yes.

  1. Account with Zoom Pro users only: Account will be closed when the last user (account owner) is moved to Queen's Zoom Education account. Credit will be processed back to account owner for the unused portion of their contract from the end of the next billing cycle to the end of their contract.
  2. Account with Zoom Pro users and Zoom Add-on services: Account will be closed upon migration to the Queen's Zoom Education account. Credit will be processed back to account owner for the unused portion of their contract from date of migration to the end of their contract.
Q. What do I do if I don’t have access to some settings, such as Zoom Breakout Rooms, Waiting Room, etc.?

Log in to your Zoom account after you join the Queen's Zoom Education account and verify your settings:

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If the setting is blue or grey you can change the settings:

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If the setting is shaded you can not change the setting. The setting is locked by your Zoom Administrator. Some settings are locked for security reasons, others are locked because you do not have access to the paid feature.

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Last Updated: April 4, 2021