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Students who try to access their Zoom Virtual Classes in Canvas may run into issues, here's how to fix them.

Unauthorized Error


Web browsers can run into this error due to multiple reasons

  • Zoom Integration blocked due to web browsers increasing their security practices
  • Broken website cookies or cache
  • Browser Extensions/Plug-ins such as ad blockers or extensions that block JavaScript

Here are the most common-ways to fix this error.

Firefox

  1. Open Firefox and navigate and login to Canvas
  2. With the Canvas page open, click the lock-icon in your address bar
  3. If you see a message about "content blocking" ensure its turned off.
  4. Click "Clear Cookies and Site Data" then click "Remove"
  5. Close and re-open Firefox

If this didn't work, close FireFox completely, then hold Shift as you go to open it. This makes Firefox open in safe mode with no extensions.
Go to Canvas again in safe mode, and see if it works. If it does, its caused by one of your browser extensions/plug-ins. Try disabling adblockers or anything that blocks JavaScript such as privacy extensions.

Chrome or Brave browser

  1. Log into Canvas
  2. Navigate to Zoom in a Canvas course (where the issue is occurring)
    • A new tab may automatically open with the Zoom content. If this happens navigate back to the Canvas page where the Zoom content failed to load.
  3. Click the Lock Icon located at the left the URL address, then click Cookies and site data on the menu that appears
  4. Click Manage cookies and site data
  5. Click on the Blocked tab
  6. Locate and click on applications.zoom.us
  7. Click Allow
  8. Click Done
  9. Reload the page if needed

If this doesn't work, go through steps 1-4 again, but this time click on the bin icon for all entries listed (Instructure and Zoom)

Edge

  1. Open Edge and navigate and login to Canvas
  2. With the Canvas page open, click the lock-icon in your address bar
  3. Click on Cookies, then select each Item in the list then click remove.


  4. Close and re-open Edge


For other browsers, the steps are similar, but we recommend Edge or Chrome.

Zoom Desktop Client hanging

Uninstalling and then re-installing the Zoom Client can fix this issue.

Unable to join Zoom Meeting authentication error

This can be caused by the account that was used to join the meeting, simply creating a new Zoom account will fix the problem.

Unable to connect or join Zoom Meeting network error

This can be caused by a network firewall blocking Zoom connections. Students have ran into this previously from their School (non-AIE) network. If other students can connect from the same network then it will be something else causing the issue.

That didn't work, what else can I try?

Try using both the desktop and web-client for zoom. If you were only using Zoom through a browser the Desktop client can be downloaded from here: https://zoom.us/download