Troubleshooting logs for Zoom Rooms


Before sending us troubleshooting logs, submit a request to Zoom Support. Once a ticket is generated, we will update you with further instructions. If Zoom Support requests the troubleshooting logs, please follow the steps below to generate them. Completing the instructions will automatically transmit the logs to Zoom Support.

Note: The Zoom Room's log files are always encrypted, and may only be decrypted by Zoom Support.

This article covers:

How to send a problem report with Zoom Room controllers

  1. Tap  Settings on the Zoom Rooms controller app.
  2. Tap About in your Settings menu. 
  3. Tap Help.
  4. Tap Send Problem Report.
    Include the number of the ticket that you've opened and any additional details about the problem.
  5. Tap Send at the top right.

How to send a problem report with a Zoom Rooms for Touch display

  1. Tap the touch screen display, then tap the Settings icon.
  2. Tap Help.
  3. Tap Send Information to Zoom.
    Include the number of the ticket that you've opened and any additional details about the problem.
  4. Tap to select which type of log you want to send with the report. 
  5. Tap Send to complete the process.

How to send a problem report from the web portal

  1. Sign in to the Zoom web portal as an owner or admin with the privilege to edit Zoom Room settings.
  2. In the navigation panel, click Room Management then Zoom Rooms.
  3. Click the name of the room you want to send the report for. 
  4. To the right of the room name, click Edit. 
  5. Under the Room Avatar heading, find the sentence that reads: Any problem? Click Here to send logs to us to facilitate troubleshooting.
  6. Use the Click Here link to generate the report
    Note: The room must be online, for the problem report option to be displayed.
  7. Include the number of the ticket that you've opened and any additional details about the problem.
  8. Click Send to send the report.

How to retrieve Zoom Room Audio Logs

  1. Start a meeting in the Zoom Room.
  2. In the meeting controls, tab the settings icon .
  3. In the settings window, tap Help.
  4. Tap the Audio Log toggle to enable.
  5. Once enabled, your local microphone audio will be captured
    Note: Other participant's audio will not be saved. 
  6. Repeat steps 2-3, then tap Send Problem Report.
  7. Tap Log Type and then tap Audio.
  8. Include the number of the ticket that you've opened and any additional details about the problem, then click Send.
  9. Once the meeting is ended, the audio logs will be uploaded and automatically sent to Zoom Support for analysis as a problem report.
    Note: Once audio logging has been running for 59 minutes (not required), an alert will show on the main display that troubleshooting mode is ending. It will end 1 minute later.