# ◾ Zoom Virtual Event Troubleshooting Tips for Standardized Patients (SPs) ## 1. Difficulty Launching Zoom :::info If you are a first-time Zoom user, your virtual encounter might not start automatically—the Zoom application does not open—when launching the meeting from LearningSpace, try the following: ::: * Click Download & **Run Zoom** to install Zoom's desktop client. * Once the installation is complete, Zoom will inform you with a pop-up at the top of your screen. :::warning **Disable** the pop-up blocker in your browser. ::: * Click **Open Zoom** to get started. ![](https://outline-production-attachments.s3-accelerate.amazonaws.com/uploads/6c0da235-ff99-49fd-81af-d32f613692dd/682323cb-620b-4481-bdb1-109307f2553b/24119205.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA4EOUDTOVUICLPZ4P%2F20260909%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260909T120000Z&X-Amz-Expires=86400&X-Amz-Signature=1e1407260a86f3089313c5595db1010042c37cab8c6fc37dc717aeacaa3970d9&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject " =692x424") ## 2. Learner Pre-Selection is not displayed Computers configured as LearningSpace ***In-Room/SP (****or Hallway) stations* cannot display the Zoom learner pre-selection/prefill workflow. :::success **Solution:** * Use a device that is **not configured as a station**, or * **Temporarily remove the station** configuration, or * **Switch the Wi-Fi network** to switch the laptop off the static IP address it is assigned under stations. See also [Recommended Virtual Event Settings](https://app.getoutline.com/doc/ecc6b627-5be7-4064-b1fd-ceea9ea1ed6a "https://app.getoutline.com/doc/ecc6b627-5be7-4064-b1fd-ceea9ea1ed6a") ::: ## 3. Disconnected from Your Virtual Encounter ### a. Rejoin a Meeting Still In-Progress :::info If you get disconnected from the internet due to network or computer issues—the meeting application crashes, your device suddenly shuts down, etc.—but participants on the other end remain in the meeting, you can instantly rejoin the session from LearningSpace. ::: :::warning ***Note*** You can rejoin your virtual meeting, but you will not become the host again in the Zoom application after returning. You can still access your **Learner-Pre Selection** page, where you can end the virtual meeting once you are finished. ::: Once your technical issues are resolved: 1. Log in to LearningSpace. 2. Return to the **Learner Pre-Selection** page of your current event from your [**Dashboard**](/doc/login-and-dashboard-RUgPhfwowz). You will notice that the session you have launched in LearningSpace has not stopped yet:  ![ ](https://outline-production-attachments.s3-accelerate.amazonaws.com/uploads/48ddf0a7-308b-4fe9-b28a-e3ce1797eaa8/c8abd2c6-d1a8-49c6-b78e-92b43f747ca4/sp%20rejoin%201%20%281%29.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA4EOUDTOVUICLPZ4P%2F20260909%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260909T120000Z&X-Amz-Expires=86400&X-Amz-Signature=242b371b8f1f6f5fa72be6cffc347cf4adb0c9cd42cf93e1d831cba207ac2373&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject " =x544") 3. Click on the active **Join** button to return to the ongoing Zoom session.   :::warning If you cannot rejoin your meeting after clicking the Join button, it means the Zoom session has ended due to a lack of participants. Scroll down to find out how to restart your disconnected virtual encounter. ::: 4. When your meeting is finished, end it using the **Stop** button in LearningSpace. If the learner leaves the Zoom meeting without entirely ending it, you will become the host again. In this case, you will get back the **End Meeting for All** option in the Zoom application. ### b. Restart a Disconnected Virtual Encounter :::info If every meeting participant is affected by network or computer issues—the meeting application crashes, participants get disconnected from the internet, their devices suddenly shut down, etc.—and is dropped from the virtual encounter all at the same time, the Zoom meeting will end due to a lack of participants. In this case, you cannot resume the virtual encounter; you need to start a new session with your learner and continue from where you left off. ::: Once technical issues are resolved on everyone's side: 1. Log in to LearningSpace. 2. Return to the **Learner Pre-Selection** page of your current event from your [**Dashboard**](/doc/login-and-dashboard-RUgPhfwowz). You will notice that the session you have launched has not stopped yet: :::info Although the Zoom meeting has ended completely, the LearningSpace session is waiting for confirmation to stop running and start video processing. ::: 3. If you try resuming with the **Join** button to a Zoom meeting that has ended, meanwhile:  Your page reloads, but you can only **stop** your disconnected session. Every other virtual encounter will be disabled until you stop the expired session: ![ ](https://outline-production-attachments.s3-accelerate.amazonaws.com/uploads/48ddf0a7-308b-4fe9-b28a-e3ce1797eaa8/0f7cdcb3-fba9-4524-8ca1-98633af031e0/sp%20rejoin%202%20no%20meeting%20in%20progress.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA4EOUDTOVUICLPZ4P%2F20260909%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260909T120000Z&X-Amz-Expires=86400&X-Amz-Signature=fd310044fed6613936d52aa33dba4e61e6e85e30e9023b6b421dbcc7ddfd7e68&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject " =625x405") :::info Meanwhile, at the other end, your learner's **Case Pre-Selection** page will display that the meeting has ended: ![](https://outline-production-attachments.s3-accelerate.amazonaws.com/uploads/48ddf0a7-308b-4fe9-b28a-e3ce1797eaa8/117b41f9-59f2-43b4-a004-c1d8dae968c2/learner%20rejoin%203%20meeting%20ended%20no%20more%20participants.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA4EOUDTOVUICLPZ4P%2F20260909%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260909T120000Z&X-Amz-Expires=86400&X-Amz-Signature=be1b843895a58ad1dad352d9dac8a1ddd8d1bed77de8fe0dbbdfee65f6d14ead&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject " =x399") ::: 4. Click **Stop** to reload your page once more. You will be confirmed that the session was stopped. ![](https://outline-production-attachments.s3-accelerate.amazonaws.com/uploads/48ddf0a7-308b-4fe9-b28a-e3ce1797eaa8/aa2f518f-266b-4a25-b34b-66c2a039f5a5/sp%20rejoin%203%20ls%20session%20stopped.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA4EOUDTOVUICLPZ4P%2F20260909%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260909T120000Z&X-Amz-Expires=86400&X-Amz-Signature=2f7ba4f9cd1c53b0c5235a14d8967a0704d25397c7e9a7a4b5736856eb9561e9&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject " =732x457") 5. Click **Start** to relaunch your meeting with the learner you got disconnected from. The status of your virtual encounter will change to *Running*: ![](https://outline-production-attachments.s3-accelerate.amazonaws.com/uploads/48ddf0a7-308b-4fe9-b28a-e3ce1797eaa8/e65027d6-08c8-46ad-b2c3-b8abb0858b18/sp%20rejoin%204%20meeting%20restarted.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA4EOUDTOVUICLPZ4P%2F20260909%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260909T120000Z&X-Amz-Expires=86400&X-Amz-Signature=6a1e4b843b0fe36ad6a7ace34a6056d874d7f9f243850838401b75aab12ea026&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject " =x669") ## 4. I Have Been Informed That There Is a Meeting Currently In-progress :::info Zoom does not support multiple meetings hosted simultaneously from a single account. ::: When launching a virtual encounter, you might be presented with the following message from Zoom: ![](https://outline-production-attachments.s3-accelerate.amazonaws.com/uploads/6c0da235-ff99-49fd-81af-d32f613692dd/f099ee7b-fd16-4e09-b943-5c174a9bc301/24122766.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA4EOUDTOVUICLPZ4P%2F20260909%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260909T120000Z&X-Amz-Expires=86400&X-Amz-Signature=a05f01989fc7954c9a07e66b935f79a2ce8fc7272d493e36137e91636e720cef&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject " =448x177") The alert means that someone else is currently running a meeting in the Zoom account that your virtual event is using, unaware that the account has been scheduled in LearningSpace as a virtual room and added to an event. :::success **Solution** You can take back control by ending the other meeting by confirming so in the dialogue, but we recommend contacting an instructor or the person hosting the concurrent meeting to make sure they are aware that the account is being used in a virtual event. ::: :::warning **Important** If you simply take over the account, the person on the other end may reclaim hosting: as a general rule, the user who starts the most recent meeting in the account has the right to end the other ongoing session. ::: ## 5. My Learner Pre-Selection Page Has Disappeared :::info When conducting your last virtual encounter, you might not finish on time to return to your **Learner Pre-Selection** page while the virtual event is still running. If you try to access your Learner Pre-Selection page after a virtual event ends, the virtual meeting controls (Stop and Join buttons) and learner appointments will not be displayed. ::: Make sure that, before each virtual encounter, a **scheduling time threshold** is set up in your LearningSpace system. The scheduling time threshold gives you extra time before and after the virtual event to review your list of virtual encounter appointments, complete checklists, and stop any ongoing virtual encounter sessions. :::success **Solution** If you cannot access your pre-selection page slightly before or after your virtual event, contact your instructors to [**set up a scheduling time threshold**](/doc/recommended-virtual-event-settings-858mtLJp5s). You will be allowed access to every virtual event before and after an event for the number of minutes of the scheduling time threshold. ::: ## 6. Post-Encounter Checklist Restriction A completed virtual encounter is a [**prerequisite for access to the post-encounter checklist**]() if the post-encounter checklist restriction is [**set up in the**]() virtual event activity. If the virtual encounter is not ended properly, learners could be presented with the following message when trying to access their post-encounter checklist: ![](https://outline-production-attachments.s3-accelerate.amazonaws.com/uploads/48ddf0a7-308b-4fe9-b28a-e3ce1797eaa8/2064d976-a4ed-4cc7-b1e0-ea156bd00e93/learner%20post-encounter%20access%20denied.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=AKIA4EOUDTOVUICLPZ4P%2F20260909%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20260909T120000Z&X-Amz-Expires=86400&X-Amz-Signature=d5116b10ecf5a385a5feeb3ef050198d5331587fc15df5e014f25644331fb99a&X-Amz-SignedHeaders=host&x-amz-checksum-mode=ENABLED&x-id=GetObject " =466x161") :::success **Solution** Check whether you have met at least one [**prerequisite for access to the post-encounter checklist**]() to resolve your learner's error message. ::: --- **Documents** - [User Guide](https://kb.learningspace.elevatehealth.net/s/ent-hs/doc/user-guide-WPv4VxhtWB) - [FAQ](https://kb.learningspace.elevatehealth.net/s/ent-hs/doc/faq-YoxOQOjvnY) - [Training Videos](https://kb.learningspace.elevatehealth.net/s/ent-hs/doc/training-videos-D2ycsEwqPt) - [Module Introduction Videos](https://kb.learningspace.elevatehealth.net/s/ent-hs/doc/module-introduction-videos-I6OQ6H7SUT) - [Release Notes](https://kb.learningspace.elevatehealth.net/s/ent-hs/doc/release-notes-BcFFMsc0RV) - [Distance Learning with LearningSpace](https://kb.learningspace.elevatehealth.net/s/ent-hs/doc/distance-learning-with-learningspace-eAfwW23Hxg) - [Preventing Copy-Paste in LearningSpace](https://kb.learningspace.elevatehealth.net/s/ent-hs/doc/preventing-copy-paste-in-learningspace-sPD0IIUuk0) - [Important Technical Notification Regarding Adobe Flash Player](https://kb.learningspace.elevatehealth.net/s/ent-hs/doc/important-technical-notification-regarding-adobe-flash-player-eQtMLwLmTJ) - [iPad support - Technical information](https://kb.learningspace.elevatehealth.net/s/ent-hs/doc/ipad-support-technical-information-dLmeFvKofC) - [TeamViewer Link](https://kb.learningspace.elevatehealth.net/s/ent-hs/doc/teamviewer-link-QyKZBMqUT9) - [YouTube videos about LearningSpace](https://kb.learningspace.elevatehealth.net/s/ent-hs/doc/youtube-videos-about-learningspace-TMb3zdc0LC) - [Customer Aftercare One-Pager](https://kb.learningspace.elevatehealth.net/s/ent-hs/doc/customer-aftercare-one-pager-GBWMe1BcfS) - [Case Studies](https://kb.learningspace.elevatehealth.net/s/ent-hs/doc/case-studies-VcAbFqXSz7)