Back to Zoom App Guide

Troubleshooting Guide

Solutions to common issues with the webMOBI Zoom App

🔧 Quick Fixes

Before diving into specific issues, try these general troubleshooting steps:

Refresh the app: Close and reopen the app panel in Zoom
Restart Zoom: Quit and restart your Zoom client
Check updates: Ensure you're running the latest version of Zoom
Re-authorize: Try disconnecting and reconnecting your account

Common Issues & Solutions

App Not Appearing in Zoom

The webMOBI app doesn't show up in the Apps list

Solutions:
  • 1. Verify the app is installed: Visit Zoom Marketplace → Manage → Installed Apps
  • 2. Check if your Zoom admin has disabled third-party apps for your account
  • 3. Ensure you're in an active meeting (some apps only work during meetings)
  • 4. Try reinstalling the app from the Zoom Marketplace
  • 5. Update Zoom to the latest version (apps require Zoom 5.8.0 or higher)

Authorization/Login Failed

Can't connect webMOBI account or authorization errors

Solutions:
  • 1. Clear browser cache and cookies, then try authorizing again
  • 2. Make sure pop-ups are not blocked in your browser
  • 3. Try authorizing in an incognito/private browsing window
  • 4. Check that you're using the correct webMOBI account credentials
  • 5. Revoke and re-grant permissions: Settings → Apps → webMOBI → Revoke Access

No Participant Data Showing

Participant list is empty or engagement scores not updating

Solutions:
  • 1. Ensure you're the meeting host (some features require host permissions)
  • 2. Wait 30-60 seconds after opening the app for data to load
  • 3. Check that participants have joined the meeting (not just waiting room)
  • 4. Verify the app has permission to access meeting participants
  • 5. Close and reopen the app panel in Zoom

Badges Not Being Awarded

Manual or automatic badge awarding isn't working

Solutions:
  • 1. Check Settings tab to ensure badge awarding is enabled
  • 2. Verify participant has a valid email address in their Zoom profile
  • 3. For automatic awarding: confirm engagement thresholds are set correctly
  • 4. Check your webMOBI subscription includes badge features
  • 5. Look for error messages in the app notification area

Analytics/Reports Not Loading

Dashboard analytics are blank or reports won't export

Solutions:
  • 1. Wait 5-10 minutes after meeting ends for data to process
  • 2. Refresh the dashboard page
  • 3. Check your internet connection
  • 4. Try exporting in a different format (PDF vs Excel)
  • 5. Ensure the meeting had at least 2 participants and lasted at least 5 minutes

App Running Slow or Laggy

App interface is slow to respond or update

Solutions:
  • 1. Close other apps and browser tabs to free up memory
  • 2. Disable video if you don't need it to reduce CPU usage
  • 3. Check your internet connection speed
  • 4. Update to the latest version of Zoom
  • 5. In large meetings (50+ participants), data updates may be slower

💻 System Requirements

Minimum Requirements

  • • Zoom Desktop Client 5.8.0 or higher
  • • Active internet connection
  • • Zoom account (Free, Pro, Business, or Enterprise)
  • • webMOBI account

Recommended

  • • Zoom Desktop Client (latest version)
  • • Broadband internet (5 Mbps+)
  • • 4GB RAM or more
  • • Modern multi-core processor

⚠️ Common Error Messages

"App failed to load"

Cause: Network issue or server unavailable
Fix: Check internet connection, wait 30 seconds, then refresh

"Unauthorized - please reconnect your account"

Cause: OAuth token expired or revoked
Fix: Go to Settings → Connected Apps → Reconnect webMOBI

"Insufficient permissions"

Cause: You don't have host/co-host permissions
Fix: Ask the meeting host to make you a co-host

Still Need Help?

If you're still experiencing issues after trying these solutions, our support team is here to help.

Email SupportBack to Guides

When contacting support, please include:

  • • Your Zoom client version
  • • Description of the issue and when it occurs
  • • Any error messages you see
  • • Screenshots if applicable
    Troubleshooting | webMOBI Zoom App