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Troubleshooting

Address any common implementation issues using the following instructions.

This section comprises troubleshooting and common implementation challenges.

The following table lists some of the common issues encountered during Zoom Node implementations:

Challenge Encountered
Diagnostic Approach
Recommended Resolution

Certificate validation failures

Verify CA trust and SAN coverage

Ensure multi-hostname certificate requirements met

Client connectivity issues

Check NAT/Proxy configuration

Implement direct bridged networking

Performance degradation

Analyze resource utilization

Scale from minimum to standard specifications

For Technical Support: Contact Zoom support for deployment assistance and feature activation

For Sales Inquiries: Explore additional Zoom Node modules to expand your hybrid capabilities

Additional Technical Documentation: For more thorough guides and relevant support articles, see the following resources:

Troubleshooting Meeting Survivability issues

If you’re having trouble entering survivability mode with the Meeting Survivability module, try the following:

  1. Wait a full minute: Allow time for potential Zoom Workplace app timing issues.

  2. Verify group assignment: Ensure the user is assigned to a group with survivability enabled. This step is unnecessary if survivability is enabled at the account level.

  3. Confirm Survivability Zone: If multiple zones are defined, verify users are assigned to the correct enabled zone.

  4. Client login during normal operation: Ensure all instances of the Zoom Workplace app have logged in to the Zoom cloud during normal operation after survivability configuration. A token from the cloud is required for survivability to function. Zoom Workplace app instances that haven't communicated with the cloud in this manner may lack the necessary token.

  5. "Priming" the client for survivability: If a client has never logged in during normal operation, disable survivability mode, then log out and log back in to the Zoom Workplace app to retrieve the survivability token from the Zoom cloud.

  6. Manual token provisioning during outage: In an actual internet outage where the survivable token hasn't been received and connecting to the Zoom cloud is impossible, the token can be manually provided via the "token priming process" detailed below.

If clients are failing to join meetings in survivability mode, you can use:

  1. DNS Resolution: Use nslookup or dig (which points to the internal DNS server, not internet-based DNS servers) to validate that all hybrid and survivable meeting components resolve locally by hostname.

  2. Survivability Web Server access: Open a new browser on a client machine and attempt to connect to the Survivability Web Server service defined during installation.

    1. For example, change the URL by adding https:// to the beginning and :8080 to the end. Like: https://[private-zrjfkp4rtlzelmfn.mikenode.zoomonprem.com]:8080).

Testing Meeting Survivability Mode

You can test survivability mode with an available internet connection. Clients will receive a signal to enter or exit survivability mode independent of internet connectivity.

Zoom suggests an initial test with the internet connected, and a subsequent test while disconnected. This enables full functionality, as local DNS resolution is the most-common issue.

Use two (2) or three (3) clients to perform this test to ensure meetings are functioning properly.

When enabling survivability mode, all clients assigned to the survivable zone will enter survivability mode. If this has been assigned at the account level, all clients will enter this mode. This may have undesirable consequences for active meetings. For testing, ‌survivability should be assigned only at a Group level to limit the scope of users affected by the test.

Internet-connected Testing

From the local Survivability mode console, click the toggle button to enable survivability mode. A confirmation dialog will appear. Click Turn on to enable it.

When the system enters survivability mode, a ribbon bar at the top of the display will show this status and show how long it has been active.

Survivability mode may run for a maximum of 30 days at a time.

Survivability mode takes between 15 and 30 seconds to activate. Check the Zoom Workplace app to see if it has entered survivability mode. If it has, you will notice the survivability pane on the right side of the screen, and the small yellow alarm icon at the top of the toolbar.

Click the Join button in the list of Emergency meetings that you defined in the previous section. The Zoom Workplace app will attempt to join.

Click the green shield icon to check that the meeting is a Survivability Mode meeting. The survivability details are shown in the Host, Passcode, and Invite link sections.

Join this same emergency meeting from another Zoom Workplace app.

You can now test other meeting scenarios, like starting a PMR meeting from one Zoom Workplace app, sharing the meeting details with another Zoom Workplace app, and having the other person join.

Internet-disconnected Testing

To allow survivability mode to function as desired during an internet outage, Zoom suggests performing a full test offline. This test will enable your local DNS to resolve all hybrid and survivability components properly.

Disconnect your internet access or simulate an internet outage using firewall rules or network ACLs to stop traffic from test Zoom Workplace apps and Zoom Nodes from communicating with the Zoom cloud.

Disconnecting internet services could have unintended consequences for active Zoom meetings and any services your company consumes from the internet.

If you have access to a firewall or network infrastructure, block traffic from the subnets where the Zoom Nodes providing Zoom Meetings Hybrid and Meeting Survivability services are running.

You should also block traffic from the subnets used by the test Zoom Workplace apps.

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