UW-Madison Zoom Workplace - Troubleshooting Zoom Login Issues

This document provides guidance on how to troubleshoot login issues for UW-Madison Zoom accounts. 

Preliminary Troubleshooting

  1. Verify Eligibility: View your Zoom eligibility in the Wisc Account Admin site.

    1. Log in to Wisconsin Account Administration using your NetID and password.
    2. From the left menu, go to Account Administration > Service Status.
    3. Scroll down to the Service: Zoom section and note the status of the Account Exists and Eligible fields.
    4. Select Zoom > Status and note the Status field.
    5. Use the table below to determine your next steps based on your findings:

Account Exists

Eligible

Status

Next Steps

Yes

Yes

Inactive; Basic

 Your Zoom account is disabled. You need to activate missing services and log in.

Yes

Yes

Active; Basic

 Log in to the UW-Madison Zoom service.

No

Yes

Eligible; not enabled

 Your Zoom account does not exist yet. You need to log in to your UW-Madison Zoom account using a private browser .

No

No

Not Available

 Your account is not eligible for Zoom. Learn about Zoom eligibility requirements. 

Note: If you believe this is an error, please contact the DoIT HelpDesk.

  1. Check Internet Connectivity: Verify that your internet connection is stable.

  2. Test Your Sign-in Method:

    1. Web Browser: Use the direct UW-Madison Zoom sign-in link.

    2. Desktop Client or Mobile App:

      1. Select "Sign In with SSO" on the sign-in page.

      2. Enter "uwmadison" if prompted for a domain.

  3. Check Desktop App Version: 

    1. Find your current Zoom version number and update to the latest version, if needed.

    2. If issues persist, try uninstalling and reinstalling the Zoom desktop client or mobile application.

NetID@wisc.edu Zoom Account Troubleshooting

Issue: SSO login loop occurs when creating a calendar event using the Zoom add-in in the Outlook web app (OWA). Users might be prompted to log in repeatedly even after entering the correct credentials and domain information. 

Cause: Browser does not allow 3rd party cookies, the setting is locked to ‘not allowed’. The issue is not related to the Zoom add-in or OWA. 

Recommendation: Some browsers might block third-party cookies by default, which can disrupt SSO. Reset browser data and delete cookies. Adjust your browser settings to allow third-party cookies or whitelist Zoom's domains. You might need to add an exception such as https://[*.]zoom.us . Try to log in again. If you continue to experience issues, please contact the DoIT HelpDesk.

Zoom Service Account Troubleshooting

If your issue involves a service account, please note the following:

  1. Request Access: Service accounts are not automatically enabled for UW-Madison Zoom. Access must be requested. Learn more about service accounts. Note: A request does not guarantee approval.

  2. Verify NetID Access: Ensure your NetID was linked to the service account before attempting to access Zoom. Check Zoom Service Account Linking status.

  3. Supported Accounts: Service accounts enabled for UW-Madison Zoom are supported. Consumer Zoom accounts that were created using a service account are not supported. 


Keywords:
troubleshooting, zoom, sso, error, issue, sign-in, sign, log, help, eligible, status, zoom status, account exists, cookies, third-party, browser. service account 
Doc ID:
124175
Owned by:
Zoom S. in Zoom
Created:
2023-02-20
Updated:
2026-03-06
Sites:
DoIT Help Desk, Zoom