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Zoom FAQ for Faculty and Staff

Zoom provides an excellent FAQ. For more Johns Hopkins-specific questions, see below:

For questions related to student Zoom accounts, see the Zoom FAQ for Students.

Account Management

Q: How do I get a Zoom Account?
A: Sign up for an account through the JHU IT Service Catalog! Once your account is provisioned, you’ll receive an email with instructions on logging in.

Q: How do I upgrade my Basic account to Pro?
A: You can upgrade your account to Pro by going through the account setup process in the JHU IT Service Catalog again, and choosing Pro as the account type.

Q: How do I downgrade my Pro account to Basic? How do I change my cost center?
A: You can downgrade your Pro account to Basic or change your cost center in the JHU IT Service Catalog.

Q: How do I cancel my subscription?
A: There are two ways to cancel your subscription. You can downgrade your account from Pro to Basic, or you can deactivate your account. Either action can be accomplished in the JHU IT Service Catalog.

Q: Are service accounts available?
A: The use of service accounts are considered on a case-by-case basis.

Q: Can my team share a Zoom account?
A: We don’t recommend sharing accounts, as it would increase the risk that two groups/users might be trying to run different meetings from the same account simultaneously, Zoom does not support concurrent meetings. We suggest testing out the Join Before Host or Alternative Host features to allow participants to join without you!

The Alternative Host feature requires that both the original host and the alternative host have Pro Zoom accounts.

Q: Is there a minimum or maximum on how many accounts we can get?
A: Accounts are tied to the user’s JHED ID, so each user can only obtain one account.

Q: What’s the price structure?
A: You can find account pricing through the JHU IT Service Catalog.

Q: Who at Johns Hopkins can register for a Pro Zoom account?
A: Anyone, enterprise-wide, with a valid cost center should be eligible for a Pro Zoom account! Students will automatically obtain a Pro Zoom account upon logging in for the first time.

Q: Will Johns Hopkins purchase an enterprise-wide license, instead of paying for individual users?
A: As of now, this was the best method determined by finance.

Q: What’s the difference between a user, an admin, and an owner?
A: An account owner has no restrictions, an account admin can add, remove, or edit users and manage advanced features like API, SSO, and Meeting Connector. Users, however, have no administrative privileges.

Q: When will we have to switch to Zoom? What’s the timeline?
A: We have begun steps to retire the Adobe Connect system. Users should download and transfer content and recordings to alternative storage locations BEFORE the planned retirement of Adobe Connect on December 2, 2019. See Transitioning from Adobe Connect for more information.

Hosting

Q: Does enabling Join Before Host allow meeting participants to start without the host actually being present?
A: Meeting participants will be able to talk, but the host is required for many meeting controls, such as screen-sharing and recording. See Join Before Host for more details.

While there are no limitations on how a user can schedule meetings, their back-to-back and concurrent meetings can be disrupted prematurely if they are configured to allow Join Before Host, as the first participant to join the meeting can start the meeting, which would end the existing meeting.

Q: What is an Alternative Host?
A: If you have a Pro Zoom account, you can designate another Pro Zoom user as an Alternative Host for your meeting. This will allow the other user to start and host the meeting in your stead.

Q: What is the Scheduling Privilege?
A: If you have a Pro Zoom account, you can assign another Pro Zoom user the Scheduling Privilege. This will allow the other user to schedule meetings on your behalf.

Recording

Q: How long will my recordings be saved in the cloud?
A: Cloud recordings are automatically deleted after 180 days. Local recordings will not be deleted automatically.

If your account resides in the HIPAA instance, you will not be able to record to the cloud, but you can record locally.

Q: Can a meeting be recorded without the host?
A: By default, only the host can initiate a Local Recording. If another participant would like to record, the host will need to provide permission to that participant during the meeting. The host will need to join the meeting to give the other participant recording permission, or set the participant up as an Alternative Host. If the host can record to the cloud, then they can also Enable Automatic Cloud Recording for the meeting. For more information, see Recording without the Host.

Q: Can an Alternative Host access the meeting’s cloud recording?
A: Only the user who scheduled the meeting will have access to the cloud recording.

Q: How do I change what I see in a recording?
A: You can record the meeting in different layouts including active speaker, gallery view, and shared screen.

HIPAA

Q: Is Zoom through Johns Hopkins HIPAA-compliant?
A: Yes, we do have a HIPAA-compliant instance! Members in a security group that falls under the scope for HIPAA are automatically pushed into a protected instance to comply with HIPAA. More on Zoom’s HIPAA compliance can be found here.

Q: Why do I have restriction on encryption and recordings on my account?
A: Under the U.S. Health Insurance Portability and Accountability Act of 1996, a HIPAA Business Associate Agreement (BAA) is a contract between a HIPAA covered entity and a HIPAA Business Associate (BA). The contract protects personal health information (PHI) in accordance with HIPAA guidelines. More on Zoom’s HIPAA compliance can be found here. The following features have been enacted for accounts residing within the HIPAA instance:

  • End-To-End Encryption is enabled for all meetings
  • Cloud Recording is disabled
  • Device and user information is not captured in logging and reporting
  • Encrypted Chat is enabled. Please note if chat has been disabled, please submit a request to have it enabled.

Q: Can I transcribe a local recording ?
A:  With a HIPAA account, you will not have access to record to the cloud, but you can record locally. With local recordings, you are able to download the recording and share the file. Additional features, such as transcription, are not available. If you wish to share your recordings, you can upload them to a HIPAA-compliant file storage service, such as OneDrive.

Local recording is not supported on iOS or Android.

Adobe Connect

Q: When will we have to switch to Zoom? What’s the timeline?
A: We have begun steps to retire the Adobe Connect system. Users should download and transfer content and recordings to alternative storage locations BEFORE the planned retirement of Adobe Connect on December 2, 2019. See Transitioning from Adobe Connect for more information.

Q: Do we have to switch to Zoom?
A: No, but it is the preferred tool, which is replacing Adobe Connect, so we’ve already arranged for 24/7 support.

Q: How long will Adobe Connect be around for?
A: The retirement of Adobe Connect is planned for December 2, 2019.

Q: Will I still be able to host meetings in Adobe Connect?
A: As of July 1, 2019, hosting capabilities in Adobe Connect have been disabled.

Q: What will happen to the recording and content stored in Adobe Connect?
A: The recordings will be available until we completely turn off Adobe Connect. There will be NO automatic migration of Adobe Connect content and recordings, so it’s expected that all users move content elsewhere for long-term storage. The sooner, the better!

Q: Can users access hosts’ recordings directly?
A: Only hosts will have access to their recordings, whether it’s a local recording or a cloud recording. Admin/account owners of the Zoom account will have access to {cloud} recordings. Users can share the cloud recording link with anyone depending on their user settings or can download their recording locally.

Q: What is the primary driver for the switch to Zoom from Adobe Connect?
A: The Adobe Connect license is insufficient for the institutions’ needs for business continuity and continuous growth. Connect is on premise, whereas Zoom is cloud-based, making it less prone to maintenance and outages across the institution. Connect only allowed 500 users to be signed in at a time, which wasn’t sufficient for the growing popularity of web conferencing tools at Johns Hopkins.

Premium Audio

Q: How do I add Premium Audio to my Zoom account?

A: For instructions on how to request the Premium Audio feature add-on, please refer to Accessing Premium Audio. You must have a Pro account to request this add-on.

Q: How can I revoke Premium Audio access from my Zoom account?

A: You can remove Premium Audio by visiting the Zoom Resource Manger page.

Q: Do all meeting participants need to have Premium Audio to access the toll-free numbers?

A: No, only the host needs Premium Audio.

Q: Can Premium Audio be billed to a separate Cost Center/IO?

A: Yes, this add-on does not need to be billed to the same Cost Center/IO used for your Zoom account.

Q: Does Premium Audio need to be enabled for every meeting I host?

A: No, Premium Audio can be configured to be included on a meeting-by-meeting basis. It can also be configured to be included for all future meetings. For more details, refer to the Premium Audio Settings page.

AT&T Conference Lines/Toll-Free Calling

Q: Will Zoom replace our current AT&T conference line?
A: No, Zoom is not a direct replacement for AT&T conference lines. Zoom is replacing Adobe Connect. Zoom does offer VOIP and an integrated toll-based PSTN conference line which could negate the need for an AT&T conference line in many cases.

Q: How do I dial toll free?
A: In addition to Zoom’s free global dial-in numbers (toll applies), you can also subscribe to Premium Audio rates for toll-free numbers, premium dial-in numbers for additional countries, call-out numbers, and dedicated dial-in numbers. This feature can be added at additional cost through the IT Service Catalog.

Training

Q: Will there be training and tutorials?
A: Check out our Zoom Help Page for training and tutorials, including a link to the most recent vendor-hosted training for Johns Hopkins. If you don’t see what you’re looking for, please check out Zoom’s help site.

Meeting Settings & Controls

Q: If an instructors shares a PowerPoint slide show (which would be full screen), is the zoom toolbar still accessible or would the instructor have to exit out of the slideshow to access the toolbar?
A: The toolbar is always accessible but if you don’t set it to always show control bar, it will disappear/hide and you will need to locate again.

Q: When I schedule a meeting it makes an arbitrary meeting name. How do I get it to reflect my customized link?
A: The customized meeting link only applies to your personal meeting room (or PMI).  Here’s an article that provides a better explanation of this. If you want to schedule a meeting that uses your PMI, then you can use the personalized meeting link.  You may want to review the previous link and also this link for other options when scheduling a meeting.

Meetings & Webinars

Q: Do I need a Zoom account to join a meeting/webinar?
A: No, you are not required to sign in to join the meeting/webinar. You may see a message if you try to sign in to Zoom before joining the meeting. When your Zoom client opens, if you’re not connected to the meeting immediately, please select the join meeting option and paste in the meeting ID (the last 9-10 numbers in the meeting URL).

Joining a Meeting

Q: Do I need a Pro account to join meetings?
A: Joining a meeting is free with Zoom. If you’re looking to host, we’d suggest a Pro account. You can order your Pro account from the IT Service Catalog, or if you’re with a school or division of JHU, contact your school/divisional IT team for information on how to obtain an account.

Q: Do users joining a meeting need to download the Zoom client?
A: While we recommend using the desktop client for the best in-meeting experience, it is not required to join a meeting as you can join directly from a browser. Optionally, meeting hosts can choose to make it easier for participants to join from their browser by enabling the “Join from your browser” option on their meeting settings.

Desktop Client

Q: How do I install the desktop client?
A: See our desktop client setup guide.

Q: I’m getting an error installing the client. It says I don’t have administrative privileges.
A: Contact your LAN Admin/Desktop Support team and ask them to install the desktop client package on your computer.