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The FAQ page below has been developed for those interested in finding out more about the Syracuse University implementation of Zoom. Please note that additional questions may be added at any time. 
 


FAQ Topics


Zoom Login Questions
 

How do active faculty, students, or staff log into my Syracuse University Zoom account? 

Users should use the standard login link found at the top of zoom.syr.edu.

What are the credentials to log in?

Syracuse University Zoom uses your NetID and password for login. To manage your account, including NetID lookup and managing your password, visit NetID Self-Serv.

Do users need to sign up for an account?

Standard users will not need to sign up. As long as the user is an active faculty, staff, or student, they simply log into the standard login link found at the top of zoom.syr.edu and their account will be provisioned. First time login will require confirming the account via an email sent to the corresponding @syr.edu email address. 

Do part-time users have access?

Yes. Any part-time faculty, staff, or students with active affiliation will be able to log in. 

Does ESF staff, faculty and students have access?

Yes. Any ESF faculty, staff, or students with active affiliation will be able to log in using the same NetID and password they use for MySlice or Blackboard.

What do I do if I have forgotten my password or it is not working?

Syracuse University Zoom uses your NetID and password for login. To manage your account, including NetID lookup and managing your password, visit NetID Self-Serv.

If you are unable to manage your NetID account or password via the NetID site, note that ITS staff cannot make changes to your account or provide passwords via email. In this case, please contact the ITS Help Desk by calling at 315.443.2677.

My Zoom account is stating it has been locked or disabled, what are my next steps

If you are a standard or HIPAA Syracuse University Zoom account user, please contact the ITS Help Desk by calling at 315.443.2677. Please note that ITS staff cannot make changes to your account via email.

If you are a 2U student or faculty member, please follow the support steps on 2U Support Services

What if I created a personal account with my @syr.edu email address? 

If you created a Zoom.us account before the Syracuse University implementation of Zoom, there are two options depending on what you would like to do with your personal Zoom account. 

First, if you would like to move your personal account and data to the Syracuse University Zoom Edu pro license, you would need to log into the Syracuse University Zoom account portal and follow the on screen instructions. Additional details, including a step by step guide for this process, are available on Moving a Personal Zoom Account to Syracuse University Zoom

Second, if you would prefer you can keep your personal account, personal, by following the information below.

What if I want to maintain a personal Zoom account?

You can keep your account and not transfer it to the Syracuse University Zoom license. However, you will need to use a non-@syr.edu email address. 

In order to do this, you will need to log into personal account on Zoom.us and change the email address used for sign in from @syr.edu to a personal email address. This will also free up your @syr.edu email so that you can also have a Syracuse University Zoom account. 

You can learn more from Zoom here: How Do I Change the Email on My Account?

How do 2U faculty or students log in?

2U students and faculty should continue to use the Zoom learning management system (LMS) provided by 2U for hosting or participating in classes.

For more information, please refer to the 2U Support page for assistance. 

How do Health Insurance Portability and Accountability Act (HIPAA) users log in?

Users should use the HIPPA compliant login link found at the top of zoom.syr.edu.

How do I know if I should log in to the Standard user University Zoom portal or the University Zoom HIPAA portal?

You would have been notified by your distributed support staff. Distributed  support staff are reaching out to faculty and staff who teach or work in areas that are required to use the University Zoom HIPAA compliant sub-account. If you believe you need access to the HIPAA Zoom portal contact your academic or administrative support personnel for additional assistance.

Can University Zoom HIPAA portal users use the Standard user portal?

No, once a user is in the University Zoom HIPAA portal, that should be used as their entry to University Zoom. 

What should distributed support staff do to inquire about HIPAA portal access?

If you are a distributed support staff member and are not associated with Health Services and Counseling Services, then please use the University Standard Zoom account.  If you believe you need access to the University Zoom HIPAA portal, please send an email to help@syr.edu.



Zoom Meetings and General Use Questions
 

How do I learn more about using Zoom?

Zoom offers a wealth of One Minute Video Tutorials. Additionally, Zoom offers responses to Frequently Asked Questions.

Where do I find webinars or educational sessions? 

In addition to future events that may be offered by the university or your  school, college, or department IT personnel, Zoom offers Zoom Education Webinars that are open to any active Zoom user. 

How do I make my Zoom meeting secure?

ITS strongly recommends all users follow the guidelines found on Securing Zoom Meetings. Additionally, you can visit Zoom's articles on Best Practices for Securing Your Virtual ClassroomNew Security Toolbar Icon for Hosts, and Zoom Meeting and Webinar Passwords.

How can we prevent unwanted participants from dropping in on our meetings? 

“First of all, every meeting should have a password. And ideally, only use your personal meeting ID for internal meetings. Otherwise, use a randomly generated meeting ID. The Waiting Room is also great for security, especially for K-12 schools. For business meetings, I normally use a password, and after everyone has joined, I lock the meeting. And for very sensitive meetings, I will only allow authenticated users from the same domain as mine to join the meeting." - Eric Yuan, Zoom CEO

Can I use my Syracuse Zoom account for personal use?

As a campus provided IT resource, Syracuse University Zoom users should adhere to the Information Technology Resources Acceptable Use Policy.

How many participants can I have in my meeting?

The current capacity for Syracuse Zoom users is 300 concurrent meeting participants.

What if I would like to host a special event with more than 300 (maximum) participants?

Faculty and staff are able to request additional support for large virtual events. This can include expanding participant capacity for large meetings up to 500 participants and webinars up to 10,000 participants at additional costs. Additional information and request forms are available on the Web Conferencing for Events page.

Faculty and staff looking to get webinar licensing for their own departments or Syracuse University Zoom account should start by contacting their academic or administrative support personnel.

Additionally, it may be useful to review Web Conferencing Comparison.

Does Syracuse's Zoom license allow for Zoom Webinars?

Faculty and staff are able to request additional support for large virtual events. This can include expanding participant capacity for large meetings up to 500 participants and webinars up to 10,000 participants at additional costs. Additional information and request forms are available on the Web Conferencing for Events page.

Faculty and staff looking to get webinar licensing for their own departments or Syracuse University Zoom account should start by contacting their academic or administrative support personnel.

How do I change my default name to my preferred name in Zoom?

Users that have a preferred name defined on MySlice will see it in their Zoom profile. 

Why does my name appear twice on my profile page?

We received numerous requests to push through Preferred names from Myslice into Zoom, instead of showing legal names.

The only way we could implement Preferred Name due to limitations with Zoom was to duplicate it in the First Name, Last Name, and Display Name fields. A user sees First Name and Last Name fields only in their Zoom profile, they are not displayed anywhere else. When in meetings, the Display Name is shown, but may be editable there for that meeting only (allowed or disallowed by the meeting owner). These fields are populated through our Identity Management authoritative source, so we do not permit users to edit them in the user profile settings.

Can I change my profile picture in my University Zoom account ? 

Yes, if you are a standard Syracuse University Zoom user.

To add or change your profile picture, log into zoom.syr.edu through the Standard SU Zoom User portal or the University Zoom HIPAA portal, select Profile from the left hand side of the screen,  this will open the My Profile page in Zoom. Under your current photo click Change, then adjust the crop area on your current picture or upload a new one. You can also delete your profile picture by clicking Delete. 

Why can't my TA start my Zoom meeting in Blackboard? 

TA's will need to be added as alternative hosts for that meeting in order to start the meeting on the host's behalf. The alternate host can be added to an existing meeting using the desktop client or added when the meeting is created through the web interface. The alternate host must have an active account on the SU Zoom system to be added to a meeting. More information can be found at the following Zoom Support page - Alternative Hosts.

Alternate hosts are different than co-hosts which are added during a meeting and cannot start the meeting.

How do I add an alternate host who would be authorized to start my meeting?

The alternative host option allows you to schedule meetings and designate another licensed user on the same account to start the meeting or webinar if you are unable to. This licensed user will receive an email notifying them that they've been added as an alternative host, with a join link to start the meeting. Additionally, the alternative host can be sent a calendar invite with the join the meeting link.

The alternate host can be added to an existing meeting using the desktop client or added when the meeting is created through the web interface. The alternate host must have an active account on the SU Zoom system to be added to a meeting. More information can be found at the following Zoom Support page - Alternative Hosts.

Alternate hosts are different than co-hosts which are added during a meeting and cannot start the meeting.

Can someone in my department schedule meetings for me?

As long as you and the scheduler are both apart of the Syracuse University Zoom Edu license, you can assign scheduling privileges to these users to schedule meetings on your behalf. You can also schedule meetings on behalf of someone that has assigned you scheduling privilege.  You can learn more here: Zoom Support: Scheduling Privilege

Can I have multiple hosts for a Zoom meeting?

Hosts of the Zoom meeting can enable co-hosts once in the meeting; however, there can only be one primary host. Co-hosts will not have the ability to make settings changes to the meeting, such as addressing security settings or adding additional co-hosts. 

Can I allow participants to join the meeting before the host?

To allow participants before the host, there is a setting allowing attendees to join before host when the meeting is setup. Waiting room is required to be turned off for this to work (under profile - settings). You do this at your own risk, and it is strongly recommended that you use password protection. You can learn more here:  https://support.zoom.us/hc/en-us/articles/202828525-Join-Before-Host

Are Breakout Rooms available?

Breakout rooms are available to the Host under profile - settings. You can learn more here:  https://support.zoom.us/hc/en-us/articles/206476093-Enabling-breakout-rooms

Can I add polling to my meeting?

Polling can be added by the host. It is under profile - settings. You can learn more herehttps://support.zoom.us/hc/en-us/articles/213756303-Polling-for-meetings

Can I set up a personal link on my settings page?

It has been determined by the Information Security team that personal links are not going to be allowed at this time. The setting for customizing personal links has been disabled as an organization wide setting and isn't available to anyone. This feature has been deemed to be a security vulnerability and could invite "Zoom Bombing." So for now, we are unable to turn that customization on for users.

Where did the ability to file transfer from third-parties in a meeting go?

The option to do third-party file transfers in Meeting and Chat was temporarily disabled by Zoom on April 1, 2020. Local file transfer is available with their latest release. Third-party file transfers and clickable URLs in meeting chat will be added back in an upcoming release. 

Can I move my Syracuse University standard Zoom account cloud data to a personal account?

Data is not currently permitted to be migrated out of the University Zoom environment.

Is live closed-captioning available in Zoom?

If you would like real-time captioning, please refer to our CART service. For captioning after the recording has completed, please consider utilizing Automatic Sync (AST) available through Ensemble. Additional information about captioning services, including CART services and AST, can be found on the Video Captioning Resources page. 



Zoom Implementation Questions

What version of Zoom licensing has Syracuse implemented?

Syracuse has implemented Zoom Education for active users on campus. 

Who has access to Syracuse Zoom?

Zoom accounts will be automatically provisioned to any active faculty, students, or staff member by visiting Zoom at Syracuse University and logging with their NetID and password through the Shibboleth single sign-on (SSO). 

How do I use Zoom to record my classes so my students can find them from Blackboard Learn?

Currently there are two options. First, you can download your Zoom recording and upload it to Ensemble so that it can easily be accessed by Blackboard Learn. Second, you can provide the direct link for the Zoom recording to your Blackboard Learn class.  

Is Zoom integrated into Blackboard?

Yes. ITS has integrated Zoom with Blackboard Learn. Additional details and instructions, including how to create a Zoom link and schedule meetings, is available on the Using Zoom in Blackboard page.

Does the Syracuse University Zoom account provide me with cloud storage?

Syracuse University Zoom users have been provided 500MB of storage per user. This includes all users of the standard portal. Users of the HIPAA portal have not been enabled for storage.  

What if I need more space than 500MB of storage?

Users seeking to utilize more than 500MB of space should save recordings to their local computer and upload them to another location, such as Ensemble or Microsoft Stream, or use a personal Zoom account external to the University Zoom. 

What happens to my stored meetings in Zoom's cloud when I move to the University Zoom account?

Your stored meetings will still be available, however, if your meeting storage exceeds the single user account size of 500MB we ask that you work with your distributed IT support staff on finding a long-term storage strategy or move back to an external non-@syr.edu account. 

What happens to Syracuse Zoom accounts for Alumni? 

Alumni will be able to maintain their account, however, the account will be moved to a 'Basic' level Zoom account and will no longer have the benefits of a Zoom Edu pro license.

What happens to Syracuse Zoom accounts for Faculty or Staff who leave the university?

Departments may remove access anytime after the effective date of retirement or resignation. If no action is taken, staff that resign or retire lose access after 30 days and faculty that resign lose access after 1 year (365 days). Faculty-retirees retain access. Additional information about IT resources following retirement or resignation is available on the IT Resource Access After Graduation, Retirement, Resignation, etc. page.

When will I have access to all of the Zoom marketplace applications?

At this time, we are reviewing the integration of enterprise applications in support to the University's Academic Strategic Plan and Mike Haynie's COVID-19 Task Force.  Submit requests for marketplace applications to help@syr.edu.  


 


Zoom Support Questions

How do Syracuse University faculty, staff, and students get general help with Zoom?

Active users having issues with Zoom should contact the ITS Help Desk by calling at 315.443.2677, by emailing help@syr.edu, or by stopping into 1-227 CST.

How do faculty or staff members using the Zoom desktop app on university owned computers, including while remote, get help?

To report an issue related to Zoom desktop on your work, office, or lab computer, please contact your academic or administrative support personnel. This includes any Syracuse University issued laptops being used remotely. 

Where do 2U Students or Faculty members get help with Zoom? 

2U Students needing support with your 2U Zoom account, please contact your 2U school or college support contact listed on listed 2U Support Services page.

2U Faculty experiencing any issues using your 2U Zoom account, please contact 2U Tech Support via live chat through the digital platform, via phone at 877-552-0628, or by email at facultysupport@2u.com.

 


Question or answer missing or you'd like to contribute to the FAQ? Please contact the ITS Help Desk by calling at 315.443.2677 or by emailing help@syr.edu.

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