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Performance Issue: Login error for some first time Cornell Zoom users

Last Updated:
2018-09-13 14:38:53
Event:
2018-09-10 14:53:00
Status:
Closed
Brief Description:
When logging in to the Cornell Zoom instance for the first time, some users are receiving an error; most new Zoom users are able to login normally.
User Impact:
N/A
Workaround:
There is no workaround for this issue
Current Status:
We have confirmeed that this issue was caused by users signing up for a free Zoom account using their Cornell email address instead of logging into the Cornell Zoom instance directly.
Services Affected:
Web & Video Conferencing
Subsites Affected:
Web and Video Conferencing
Full Description:
When logging in to the Cornell Zoom instance for the first time, some users are receiving an error; most new Zoom users are able to login normally. The affected users were initially identified as encountering this error because they had a prior commercial or free (non-Cornell) Zoom account using their Cornell e-mail. This is expected behavior by Zoom to prevent duplicate accounts with the same e-mail. However, because of continued reports, the issue is now undergoing further investigation. Users encountering this issue can contact the IT Service Desk to have an account manually added to bypass the error.



Timeline of Changes

Description Current Status Date Time
When logging in to the Cornell Zoom instance for the first time, some users are receiving an error; most new Zoom users are able to login normally. The affected users were initially identified as encountering this error because they had a prior commercial or free (non-Cornell) Zoom account using their Cornell e-mail. This is expected behavior by Zoom to prevent duplicate accounts with the same e-mail. However, because of continued reports, the issue is now undergoing further investigation. Users encountering this issue can contact the IT Service Desk to have an account manually added to bypass the error. We have confirmeed that this issue was caused by users signing up for a free Zoom account using their Cornell email address instead of logging into the Cornell Zoom instance directly. 2018-09-13 14:38:53
When logging in to the Cornell Zoom instance for the first time, some users are receiving an error; most new Zoom users are able to login normally. The affected users were initially identified as encountering this error because they had a prior commercial or free (non-Cornell) Zoom account using their Cornell e-mail. This is expected behavior by Zoom to prevent duplicate accounts with the same e-mail. However, because of continued reports, the issue is now undergoing further investigation. Users encountering this issue can contact the IT Service Desk to have an account manually added to bypass the error. CIT is currently working with the vendor on this issue. 2018-09-10 14:56:45