You are here - Help and Support > How do I get help? > Step 6 - Before you call for support 

---

If you choose, you can call Zoom Technical Support.  But, before you call, please consider doing some or all of the following items:

• Reboot your computer

  This is such a simple thing to do, yet most people don’t even think to do this. A ridiculous number of issues can be resolved by just rebooting your computer.

  One example - most Zoom software stores information in a file. In order for the information to be "written" into this file it must NOT be "read only". Sometimes the Windows OS will flag the file as read only (this happens for a variety of reasons that are not relevant to this example).

  Once this read only flag is set by the OS, the Zoom application will start having all kinds of weird errors whose cause is not immediately apparent. Rebooting will frequently reset the "read only" flag and correct the situation - a simple and fast fix for the problem. The other alternative is to try to find the problem - which may not be apparent - and can be very time consuming.

• Be sitting at your computer with your computer turned on.

  This is another simple thing to do, yet once again people don't think to do this. The Technical Support person is going to want to work with you to resolve the problem on the computer.

  If you are not sitting at your computer or if you do not have the computer turned on, then time will be wasted - for both of you - before the problem resolution process can start.

• Know how to reproduce the problem.

  If you’re getting some cryptic error know (to the extent that you’re able, obviously) to make the error happen on command before you call. Unless it is a "known" problem, the Technical Support person’s first request is going to be for you to make the error happen again. This is truly the only way that they can diagnosis the problem.

  We know that sometimes it relieves frustration to say “the program is all jacked up”, but if that is all the information you can give the Technical Support person about the problem it will be harder for them to help you.

• Attempt to fix the problem yourself.

  Some people have a very strong aversion to this suggestion. Either they don’t feel like they have the know-how to try to fix it, or they don't think that it is their responsibility. We understand and accept these reasons, but we still ask you to try as part of your cooperation and participation in the process.