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Troubleshooting Zoom

This article outlines some common troubleshooting scenarios with Zoom.  

Zoom shows "Action Required" message

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When using Zoom as the location for an event type, you may notice an Action Required message on your or your teammates' Scheduled events. Typically, this message means a Zoom link could not be added to your event. The two most common causes of this behavior are:

  • You or your teammate's Zoom is not connected to Calendly
  • You've reached Zoom's API limits

Zoom not connected to Calendly

Follow the steps below to make sure your previously scheduled and future events include a Zoom link.

Note: To add Zoom links to previously scheduled events, you will need to reschedule those events for the same time and date.

For personal event types

  1. Go to your Calendly integrations page, and select Zoom:

    • If Zoom isn't connected: Follow the instructions found in Getting started with Zoom.
    • If Zoom is connected, you'll want to disconnect and reconnect your Zoom account with the following steps:
      1. Open your browser in private browsing mode.
      2. Log in to Calendly.com.
      3. From your Calendly integrations page, select Zoom.
      4. Select Disconnect.
      5. Select Connect Zoom.
      6. Sign in to your Zoom account.
      7. Select Authorize to let Calendly access your Zoom account. Note: If you see info about pre-approving, view Pre-approving Zoom.
  2. Reschedule the event for the same time and date following the instructions found in How to cancel, reschedule, and make changes to an event
For team event types

The Calendly Zoom integration is integrated per user account. This means each Calendly user needs to integrate Calendly with Zoom in order for Zoom to properly generate meeting links. This means:

  • For round robin events, each Calendly team member needs to connect Zoom to properly generate meeting links. An admin cannot integrate on a user’s behalf.
  • For collective events, the designated Zoom organizer must have Zoom connected to their account.

To do this, have your teammate follow the steps below:

  1. Go to their Calendly integrations page, and select Zoom:

    • If Zoom isn't connected: Have them follow the instructions found in Getting started with Zoom.
    • If Zoom is connected, they'll want to disconnect and reconnect their Zoom account with the following steps:
      1. Have them open their browser in private browsing mode.
      2. Log in to Calendly.com.
      3. From their Calendly integrations page, have them select Zoom.
      4. Select Disconnect.
      5. Select Connect Zoom.
      6. Have them sign in to their Zoom account.
      7. Have them select Authorize to let Calendly access their Zoom account. Note: If they see info about pre-approving, have them view Pre-approving Zoom.
  2. Have them reschedule the event for the same time and date following the instructions found in How to cancel, reschedule, and make changes to an event

Zoom API rate limits reached

If the above steps do not work to resolve the Action Required message, you may be running into Zoom's API rate limit. Check out this help center article on Zoom rate limits for more information.

Reach out to Support via our Contact Us page if this issue isn't resolved after completing these steps.

Zoom meetings end early

With Calendly, you can set your event type duration to whatever you like. However, you may notice that your Zoom call ends after only 40 minutes, regardless of the duration of your Calendly event.

This is due to the 40-minute meeting limit for Zoom’s free plan. When you’re on Zoom’s free plan, you can only host Zoom calls for up to 40 minutes. To host longer Zoom calls, find a Zoom plan that suits you best.

Zoom details are missing from notifications

If you don't see Zoom details in your calendar invitations or reminders, the location variable may be missing from the body of your notifications. Follow the steps below to add the location variable to your notifications.

For calendar invitations
  1. Select the event type where your Zoom details are missing.
  2. Under Additional Options, expand Notifications and Cancellation Policy.
  3. Select Personalize to the right of Calendar Invitations.
  4. Within the Body of text, check to make sure the Location variable is present.
  5. Select +Variables (Note: Check out Using variables and event types in workflows for more information on using variables with Calendly).
  6. Select Location from the dropdown menu to insert the variable in the body of the text.

Check out the short video below for a quick walkthrough of the steps above:

locationvariable.gif

For reminders
  1. Select the event type where your Zoom details are missing
  2. Under Additional Options, expand Notifications and Cancellation Policy
  3. Select Personalize to the right of Email Reminders
  4. Within the Body of text, check to make sure the Location variable is present.
  5. Select +Variables (Note: Check out Using variables and event types in workflows for more information on using variables with Calendly)
  6. Select Location from the dropdown menu to insert the variable in the body of the text

Check out the short video below for a quick walkthrough of the steps above:

variablereminders.gif

For Workflows

  1. Go to your Calendly Workflows page, and select the Workflow where your Zoom details are missing

  2. Under the section titled Do this, select Edit to the right of the action (for example, Send email to invitee)
  3. Within the Body of text, check to make sure the Location variable is present.
  4. Select +Variables (Note: Check out Using variables and event types in workflows for more information on using variables with Calendly)
  5. Select Location from the dropdown menu to insert the variable in the body of the text

Check out the short video below for a quick walkthrough of the steps above:

locationworkflows.gif

Note: If you're using email confirmations, the Zoom details may take a few seconds to populate in the ics file. If your invitee does not see Zoom details in their calendar event, ask your invitee to try adding the event to their calendar again.

Zoom passcode is missing

In your Zoom settings, you can enable a Zoom passcode to secure who joins your meetings. Once enabled, your Calendly Zoom calls will automatically include a unique passcode. Check out Adding a Zoom passcode to your meetings for more information on how to set this up.

Zoom account is incorrect

You may notice events scheduled in Calendly are not appearing in the Meetings tab of the Zoom app, or that you and your invitees are joining different meeting links. If so, check out How to change the Zoom account connected to Calendly for steps on how to resolve this.

Zoom error: Unable to assign alternative host

When using a Zoom Personal Meeting ID (PMI) for meetings, if an Alternative Host has been added in the Personal Meeting Room settings but is no longer associated with the Zoom organization, this will result in the following error message: "Unable to assign "example@calendly.com" as an alternative host because the user cannot be selected at this time."

If you encounter this error message, navigate to your Zoom Personal Meeting Room settings and remove the invalid alternative host. 

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Alternatively, you can disable the Enable Personal Meeting ID setting from your Zoom Account Settings. 

For additional information on scheduling meetings using your Zoom Personal Meeting ID (PMI), check out this Help Center article: Use your Zoom Personal Meeting ID for meetings

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