Penn State Service Management

Article State

Validated

Issue

Some configuration settings in the Zoom app were corrupted causing connection errors. --OR-- A proxy, such as your Mac's application layer firewall or Global Protect VPN is blocking traffic from Zoom's servers. This error ONLY affects the desktop version of Zoom.

Environment

Zoom
Macintosh OS
Global Protect

Resolution

Reinstall Zoom

Reinstalling Zoom clears any corrupted settings.

Go to Applications
Right clicking on zoom.us
Show package contents
Open Contents
Open Frameworks
Use the ZoomUninstaller file.
Go to Download Center - Zoom
Download and Install Zoom

Sign into the Zoom app with your Penn State account

Open Zoom
Make sure you are selecting the 'SSO' button
Make sure you enter PSU as your company domain.
Proceed to enter your Penn State Access ID and password

To Add a Firewall Exception for Zoom:

Adding a Firewall exception will tell the Firewall to not block connections to or from the designated app.

Go to System Preferences
Go to Security & Privacy
Go to Firewall and click Firewall Options
Click the plus button (+), then click on zoom.us.
Click Add to let allow incoming connections from Zoom.

If this problem persists when connected to Global Protect, please proceed to:

Download Global Protect from http://software.psu.edu
Use it to uninstall Global Protect
Then use it to re-install Global Protect, making sure to check BOTH install boxes (one for the software, one for the extensions) - the extensions are key to fixing this problem!
Restart your computer
Mac users may also need to go to your system preferences "Security & Privacy" and
1. allow/unblock Global Protect IF one has an error message showing there and/or
2. Click on “System Services,” then “Full Disk Access” (left menu) and check the box next to Global Protect in the menu of apps

Full instructions are in the IT Knowledgebase: https://pennstate.service-now.com/kb?sys_kb_id=9585d76cdb0185109cde83aa139619a7&id=kb_article_view&sysparm_rank=4&sysparm_tsqueryId=45e1b8d1dbc1c5106ff9e1f5ca961967

Important: Please be certain to follow each step in the help article for your operating system. Missing Step #4 can result in blocked traffic to Zoom's servers.

NOTE: If you need to access a meeting and don't have time to do the above, a short-term workaround is to access your meeting by logging into zoom.psu.edu and joining your meeting in your web browser. The web version of Zoom is unaffected by this error.

If you require further assistance, please feel free to open a ticket or chat.

I see the following message when trying to access Zoom on my Mac: "you are unable to connect to Zoom. Please check your network connection and try again"