When troubleshooting network connectivity issues between the Zoom desktop client 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.

This article covers: 

• How to access the Network Connectivity Tool
• How to test Zoom’s connection on your network
  • Test general network connectivity
  • Test Zoom Phone connectivity
  • Test Zoom Meeting connectivity
• How to test specific connections with Zoom Support

Prerequisites for using the Network Connectivity Tool

• Zoom desktop client
  • Windows: 5.13.10 or higher
  • macOS: 5.13.10 or higher

How to access the Network Connectivity Tool

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

• Windows: Ctrl+Alt+Shift+D
• macOS: Cmd+Option+Shift+D

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

How to test Zoom’s connection on your network

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. 

How to test specific connections with Zoom Support

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.