Troubleshooting & Tips

• Dropped calls
• Poor audio or video quality

• You are not getting the best internet connection

• Sit closer to your wi-fi router
• Open your room door
• Check if someone else is using your network
• Avoid any downloading in the background
• Switch to 4G if your speed does not improve
• Clear browser cache (Highly recommended)

• Slow internet with VPN

• You may not be using the right VPN

1. NYU Shanghai full-time student, faculty and staff: vpn.shanghai.nyu.edu
2. NYU student, faculty and staff while inside China: vpn-gnd.shanghai.nyu.edu

• Your internet provider does not work well with our VPN

• Make sure you are connecting to right VPN
• Switch off VPN to see if connection gets better

• Zoom meeting reminds you “your session will end in 20 minutes”

• You are not using NYU Zoom
• Personal Zoom account only allows meetings up to 40 minutes

If you used your NetID email with your personal Zoom account, please follow the steps below to release your NetID email before you can use NYU Zoom

1. Log into your personal account through Zoom’s official website.
2. Change the Sign-In email to your personal email address.
3. Get on VPN, open nyu.zoom.us, click Login to Zoom and login use NYU SSO.
4. Login Zoom Client with VPN on, select SSO login option, the domain name would be nyu.zoom.com.