Zoom & 2U Students taking IST611
Zoom Troubleshooting for IST611 in 2U
Starting in Week 3 of the quarter term, 2U students taking IST611 use Zoom for an assignment to host a webinar for their classmates, outside of scheduled class time.
Some students who have trouble using Zoom may reach out to SU for assistance. Before you consult your usual Zoom troubleshooting, please ask if students are online students through 2U, and if they’re taking 611.
If so, it’s important to note that they should be using Zoom through 2U, and they have a separate account for that. In the past they weren’t allowed to change the settings in their 2U Zoom account and for this assignment in 611 they had to use their SU Zoom account instead, which was very confusing. But that has not been the case for several terms and I’m directing them to use their 2U Zoom account.
However, they often don’t pay attention to which Zoom account they’re using: they may also have a personal Zoom account, or one for their job, in addition to their 2U Zoom account, and if they get into their SU Zoom account by mistake this gets even more complicated.
I have tried to address all the different possible ways this has gone wrong for students in the past in this Google Doc for Zoom Webinar Tips. If they have missed the links I have provided them to that, please share it with them again. Please see the section about Switching between multiple Zoom accounts to help students determine which account they are using.
A common problem is that they are trying to look for the meeting recording in one account and can’t find it because they actually recorded the meeting using a different account. In this case, they may have to try logging in with any different Zoom accounts they have until they find it. I've added guidance for this in my doc under If you still can’t find your recording.
Unless they really did use their SU Zoom account by mistake, you likely will not be able to help them. If they did use their 2U Zoom account and they’re having trouble they will need to consult 2U’s tech support:
Phone:1-833-740-1273
Chat: within the Digital Campus (Canvas) click on the chat icon on the bottom right, then tell the AI prompt that you want to speak with a live agent, then enter your info and they'll get you to a real person
For all other scenarios not addressed in my Zoom Webinar Tips doc, you should encourage 611 students to contact me directly at akirklan@syr.edu.