Using the Zoom Network Connectivity Tool

When troubleshooting network connectivity issues between Zoom apps and Zoom services, the Network Connectivity Tool can run network tests and potentially provide greater insight into network issues.

Other network troubleshooting steps may include restarting your device, restarting your local modem/router, and checking your anti-virus and firewall settings.

For advanced meeting Quality of Service (QoS) statistics, learn how to generate a local client log file for troubleshooting issues.

Requirements for using the Network Connectivity Tool

Table of Contents

How to access the Network Connectivity Tool

The network connectivity tool can be accessed after opening the Zoom desktop app or the Zoom Rooms app.

Zoom desktop app

The network connectivity tool can be accessed by the following keyboard shortcuts:

Note: These keyboard shortcuts can be customized through the Keyboard Shortcuts tab of the desktop app’s Settings menu.

Zoom Rooms app
  1. On the controller or touch display, tap Settings .
  2. Tap Help, then tap Advanced diagnostics.

The network connectivity tool can also be accessed by the following keyboard shortcuts:

How to test Zoom’s connection on your network

Zoom desktop app

Test general network connectivity

  1. After accessing the Network Connectivity Tool, click the Smart Test tab.
  2. Click Network Test.
  3. Click Start Test.
    The tool will test and report information on each of the following items as the section is complete:
    • Network Information: Tests basic network connectivity. When this section is complete, click View Results to view more information, such as network adapter name, IP address, IP activate, as well as detected proxy connections. Click Export Log to export client generated memlogs.
    • MTR: Tracing the connection between the device and Zoom servers. Click View Results to view a detailed breakdown of the traceroute. Click Export Log to export the client generated memlogs.
    • Service Status: Provides connectivity status and details for connections to Zoom Meetings and Team Chat services.

Test Zoom Phone connectivity

  1. After accessing the Network Connectivity Tool, click the Smart Test tab.
  2. Click Phone Test.
  3. Click Test.
    The tool will test and report information on each of the following items when the test is complete:
    • Latency (RTT): Tests the delay in communications between the device and Zoom's servers.
    • Packet Loss: Tests the percentage of data packet loss between the device and Zoom's servers.
    • Jitter: Tests the latency variation between the device and Zoom's servers.
    • Codec: Lists the sending and receiving audio codec used during the test.
    • Clock Rate (KHz)

Test Zoom Meeting connectivity

  1. After accessing the Network Connectivity Tool, click the Smart Test tab.
  2. Click Meeting Test.
  3. Click Test.
    The tool will open a meeting to start the test.
    Note: To fully test audio and video connectivity, other participants should be invited to the test meeting.
  4. Click End to end the meeting and associated network test.
Zoom Rooms app

Once you have completed the desired tests, tap X to close the tool, then tap Send problem report to provide the data to Zoom support.

Test general network connectivity

  1. After accessing the Network Connectivity Tool, tap the Smart Test tab.
  2. Tap Network Test.
  3. Tap Start Test.
    The tool will test and report information on each of the following items as the section is complete:
    • Network Information: Tests basic network connectivity. When this section is complete, click View Results to view more information, such as network adapter name, IP address, IP activate, as well as detected proxy connections. Click Export Log to export client generated memlogs.
    • MTR: Tracing the connection between the device and Zoom servers. Click View Results to view a detailed breakdown of the traceroute. Click Export Log to export the client generated memlogs.
    • Service Status: Provides connectivity status and details for connections to Zoom Meetings and Team Chat services.

Test Zoom Phone connectivity

  1. After accessing the Network Connectivity Tool, tap the Smart Test tab.
  2. Tap Phone Test.
  3. Tap Test.
    The tool will test and report information on each of the following items when the test is complete:
    • Latency (RTT): Tests the delay in communications between the device and Zoom's servers.
    • Packet Loss: Tests the percentage of data packet loss between the device and Zoom's servers.
    • Jitter: Tests the latency variation between the device and Zoom's servers.
    • Codec: Lists the sending and receiving audio codec used during the test.
    • Clock Rate (KHz)

Test Zoom Meeting connectivity

  1. After accessing the Network Connectivity Tool, tap the Smart Test tab.
  2. Tap Meeting Test.
  3. Tap Test.
    The tool will open a meeting to start the test.
    Note: To fully test audio and video connectivity, other participants should be invited to the test meeting.
  4. Tap End to end the meeting and associated network test.

How to test specific connections with Zoom Support

Zoom desktop app

If working with Zoom Support directly to troubleshoot connections to a specific location or server, a specific URL can be provided for the tool to run the same network test for this specific connection. 

  1. After accessing the Network Connectivity Tool, click the Advanced Test tab.
  2. Click the drop-down menu and one or more of the following test types:
    • MTR
    • Cert
    • Ping
    • Traceroute
  3. Enter the host domain or IP address provided by Zoom.
  4. Click Start Test.
Zoom Rooms app

If working with Zoom Support directly to troubleshoot connections to a specific location or server, a specific URL can be provided for the tool to run the same network test for this specific connection. Once you have completed the desired tests, tap X to close the tool, then tap Send problem report to provide the data to Zoom support.

  1. After accessing the Network Connectivity Tool, tap the Advanced Test tab.
  2. Tap the drop-down menu and one or more of the following test types:
    • MTR
    • Cert
    • Ping
    • Traceroute
  3. Enter the host domain or IP address provided by Zoom.
  4. Tap Start Test.