Troubleshooting log of Outlook plug-in on PC for Zoom App

This post was most recently updated on July 29th, 2022

We recommend that you install the special troubleshooting package provided by our Support team to help Zoom engineers find out more about your issue and track your progress. When troubleshooting is complete, the Support team might ask you to install a special troubleshooting package for the Outlook add-in. As soon as you have recreated the problem, these files need to be submitted to your Zoom support agent through your existing ticket. It is important to note that when you use the troubleshooting version, Zoom support or engineering will not be able to access your PC; rather, they will be able to gather more information about your issue. 

  1. Here is where you can download the latest version of the Outlook Plugin troubleshooting guide provided by Support. 
  2. Once you download the file, double-click it and follow the instructions.
  3. Try to reproduce the issue by opening Outlook (or simply closing and re-opening it)
    • Please refer to the Outlook Plugin documentation if you are not able to find the plugin.
  4. In order to reproduce the issue, open Windows Explorer and navigate to the following path: C:\Users\ [User] \AppData\Roaming
    Please make sure you can see hidden folders in order to be able to see this folder.
  5. Navigate to the Zoom Outlook Plugin folder.
  6. Choose the folder by right clicking on it and choosing Send To > Compressed (zipped) folder.
  7. If you have created a folder called [Ticket #].zip (e.g., 55555.zip), then you should rename the folder.
  8. Send the compressed (zipped) folder or upload to Dropbox/Google Drive and send us the link in your support ticket.