Zoom@CERN Service FAQ

Who’s able to use the service ?

Anyone owning a CERN primary account. Owners of lightweight accounts will be rejected with an “Invalid username or password.” error message when using the SSO.

How do I join ?

Simply sign in to https://cern.zoom.us, you will be automatically joined to the CERN Zoom account and will get the Licensed status. You should use your CERN primary account on the SSO. Licensed users are able to create virtual meetings on Zoom. Participants to these Zoom meetings do not need to be licensed.

How do I get support ?

For any issue using the client, please use the standard Zoom support and submit your ticket to https://support.zoom.us/hc/en-us/requests/new while being logged in with your CERN account.

If your problem cannot be solved by the standard Zoom support, raise it to the CERN internal support line zoom-support@cern.ch or to the “Zoom@CERN Service” Mattermost channel.

How do I give feedback ?

Please send it here:
https://espace.cern.ch/AVC-workspace/videoconference/Lists/Zoom%20service%20feedback/overview.aspx

You can also send a feature request by opening a ticket to zoom-support@cern.ch.

How do I keep informed about the service news ?

You have various options to stay informed about the Zoom@CERN service. This website gives you information about the service features. The dedicated Zoom@CERN Service Mattermost channel is a possibly high-volume chat to ask your questions, get community support, get information about incidents and changes. The zoom-announce@cern.ch mailing list is a lower-volume way to be informed about service changes. Of course, like for any other IT services, service changes and incidents will be announced on the CERN Service Status Board.

Where can I find documentation about Zoom ?

Please see their support web site: https://support.zoom.us/

We will add specific information related to the CERN use case on this Discourse category.

How do I download/update my Zoom client ?

Whenever you get a link to a Zoom event, you will have the opportunity to join the meeting downloading the client for your device or use a Web browser. Though the latter presents less functionality that native apps.

You can proactively download the latest native app for your device at Zoom downloads.

Zoom regularly provides client updates with new features and bug fixes. They can be optional or mandatory (usually for vulnerability fixes), only the latter are forced. Read everything about keeping your client up to date on this page.

Why don’t I see all CERN people in the contact list of the Zoom client?

The contact list will show you by default all people who have registered a Zoom account with a cern.ch email address. If someone is missing, ask them to sign in once on https://cern.zoom.us and they will appear in the list.

Can I create a persistent Zoom meeting ?

Yes, when creating the meeting, choose “Recurring meeting”.

How many people can I host in my Zoom virtual meeting ?

By default you can host up to 500 participants in a meeting or webinar. If you need more capacity, please check your options here.

Can I use my CERN Zoom account for personal usage?

Please check the answer in this knowledge base article.

My home institution also has a Zoom account, how does this work practically ?

Once you sign in at cern.zoom.us with the CERN SSO, your Zoom@CERN profile will be created with an email address of the form login@cern.ch, which should not interfere with your home institute Zoom account.

What about security and privacy when using the CERN Zoom service ?

Our contract with Zoom ensures that the data sent to this service is stored and processed in adequation to CERN data handling rules. In particular all the data related to CERN meetings is stored on EU servers, and this data can only be used for the exclusive purpose of providing the Zoom service to CERN users and its guests.

The Zoom@CERN Privacy Notice is available at https://cern.service-now.com/service-portal?id=privacy_policy&se=video-conferencing-service&notice=zoom

You can check security options for your Zoom meetings on this Zoom security page

What if the home institute of some participants in my meetings ban the use of Zoom ?

If some of your participants cannot use the Zoom desktop client, you can invite them to use the Zoom web client, or the phone dial-in connection. Both come with a reduction of the available features, but at least they will be able to participate interactively in your meeting.

Can non-CERN people participate in a Zoom@CERN meeting ?

Yes, absolutely. It is the creator of the meeting (the host) who’s defining the license which applies to the meeting (duration and maximum capacity), but anyone with or without a CERN account can participate provided they have the right connection information for this meeting. Similarly a person who has a Zoom account with their home organization can also participate in Zoom@CERN meetings.

You will not be able to nominate a non-CERN person “alternate host” of your meeting before it is started. But once it is started you will be able to nominate this person (and any other participant) co-host of the meeting, or even delegate them your host status.

What if I can’t access the Zoom service at all ?

If you cannot access the Zoom service at all from your current location (for example if you are on a corporate network with strong firewall restrictions), we recommend that you have a look at the dedicated Zoom page https://support.zoom.us/hc/en-us/articles/201362683-Network-Firewall-or-Proxy-Server-Settings and use a proxy service.

You can also start a Zoom meeting while connected to a remote desktop session to the CERN Windows Terminal Services service.

Can Zoom@CERN be used by children under the age of 16 ?

Yes, CERN has an education license which authorizes these use cases. However it is important that event organisers collect parental consent for this usage (see also https://zoom.us/docs/en-us/schools-privacy-statement.html).