Zoom Won't Recognize Passcode on Smart Phone

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Every once in a while, Zoom won't recognize the passcode I have entered. I have entered it correctly, but it's almost like Zoom isn't recognizing keystrokes. It happens often using a smart phone and to many people in my organization. I tried it moments ago, the first attempt, I entered the passcode correctly but Zoom read back the number missing a few digits I know I entered. Retried again, no issue. Why is this happening?

IP-Man

Employee

@kmarchese

Which passcode are you referring to? is it the passcode when joining a meeting?

More often, issues with a mobile application is with the app/client not being updated on a regular basis. So to ensure that Zoom will properly work, you need to ensure that you are always using the most updated version.

Hope this helps!

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K

kmarcheseAuthor

Explorer

Thank you for responding! This issue only occurs when using Zoom for phone calls without any app. Numerous people in our organization, and clients, have experienced issues when dialing the passcode. After dialing in using the Zoom number and waiting for the prompt to enter the passcode, all 10 digits will be entered correctly, but Zoom reads the number back incorrectly as though Zoom is having trouble "receiving" the numbers dialed, if that makes sense. I have replicated the issue twice myself today.

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IP-Man

Employee

Could you please check if the application you are using has the latest version then? IF not , update it and try if you could replicate the issue being described.

If this has answered your question, please click the Accept as Solution button below so that others in the Community may benefit as well.

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K

kmarcheseAuthor

Explorer

Hello again... I updated to the latest version and Zoom is still reading me back the passcode I dialed incorrectly. I can see on my phone I entered the passcode correctly though.

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IP-Man

Employee

I would suggest that you log a problem with Zoom Support at
- https://support.zoom.us/hc/en-us/requests/new. This way support team can further check backend if there's a known issue or bug for mobile applications.

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