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Newcomer
Ave
Newcomer
Mar 17, 2023 10:03 AM UTC
Question

Phone not working

Hi there - 

 

When we log into Zoom to use the phone / receive calls we are suddenly having issues. If we try to make a call we get  'Not connected. Attempting to reconnect' message. This has happened all of a sudden this week. How would we go about diagnosing? if you phone our number it also says the number you have called is not recognised. 

      7 replies

      Newcomer
      ATimcoe
      Newcomer
      Mar 17, 2023 3:04 PM UTC

      Having the same problem. Can't make calls.

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      Employee
      sachinzoom
      Employee
      Mar 17, 2023 9:25 PM UTC

      Hello @Ave 

       

      The recommendation is to logout of your zoom app and then reconnect. That should fix any temporary issues caused by network etc.

       

      Hope that helps

       

       

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      Partner
      KHartley
      Partner
      Oct 13, 2023 1:58 PM UTC

      @sachinzoom 
      This DOESN"T help. We are having to sign out and back in constantly. We would like more information on WHY Zoom Phone is disconnecting within Zoom Client. And it seems to happen more often now with newest version 5.16.2 (22807) We have reloaded the application, still same issue. 

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      Employee
      sachinzoom
      Employee
      Oct 18, 2023 12:47 AM UTC

      Hi @KHartley 

       

      Sorry to hear that. Have you tried submitting a ticket ? Here is the article to follow:

       

      https://support.zoom.us/hc/en-us/articles/6425534341261-Sending-a-Zoom-Phone-problem-report

       

      The other suggestion I have is to try out the new connectivity tool for Zoom phone, when issues occur:

       

      https://support.zoom.us/hc/en-us/articles/12997935825293-Zoom-Network-Connectivity-Tool#h_01H41TQ1JR9GS9HTKKJKBD0P5W

       

      Hope that helps

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      Partner
      KHartley
      Partner
      Oct 18, 2023 12:08 PM UTC

      Yes.. I have reported the issue.. for 3 versions back including the newest one. We have ZoomCleaned the PC. We have reinstalled the Zoom Client, and still.. from time to time, the Phone part of the Client.. just drops (No Connection). This happens with Wifi (home), Wifi (Work), Hot Spot appliances. We have to constantly - Log out and Back into Zoom - or reboot the PC - and in extreme cases.. reboot the router. And then after a while.. still disconnects the phone (can't dial out). I am still working through a ticket, but it is slow going and they have not been helpful. I just decided to ask here to see if their are others having this issue. 

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      Newcomer
      AMart317
      Newcomer
      Oct 18, 2023 12:26 PM UTC

      I am currently in Italy and having the same issue ~ can meet via Video but calls only sporadically.  Get the same error messages.  Support has been no help. So frustrating.

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