Ticket: Ongoing

Issue: When trying to login to Zoom, user gets error displayed stating "Something went wrong while you tried signing in with SSO", with a tracking ID below.

Cause: A variety of causes can generate this error, including email changes, locked accounts, or crossover between Azure accounts at different institutions.

Troubleshooting: 

• If the user has not yet already, request that they send the tracking ID, and look in the Zoom SSO Logs for the specific error code
  • From the left side menu logged in to Zoom web platform as your a2, select Advanced --> Single Sign On.
  • From the page that opens, navigate to SAML Response Logs, and search for the tracking ID. Make sure to adjust the date range if necessary.
  • Identify the Error Code associated with their tracking ID
• Common Error codes and their solutions
  • 2103 - Please check the email from Zoom and change the account before the SSO login.
    • User is likely attempting to log in to UMProtected instead of normal account. Will need to switch accounts - see Switching your Account to/from UMSystem Protected
    • If user does not receive email for switching between accounts, see User not receiving Zoom verification
  • 2104 - Please check the Zoom invitation email and confirm the invitation before the SSO login.
    • Direct user to their inbox to find the Zoom email. If they do not see it, ask them to check their Junk/Spam folder. If it still cannot be found, see User not receiving Zoom verification
  • 1116 - The new email domain does not match the associated domain of the account, please contact Zoom Customer Support to set up if necessary.
    • The most common cause is the user has changed their primary email in AIMs, and their Zoom account needs to be changed to reflect this
      • Lookup the user in AIMS, check under accounts > AD/M365 to verify the user’s primary email (copy it to your clipboard)
      • Search for the user in Zoom and click on their account
      • Scroll down to sign in email and click the edit button
      • Paste in the primary email
      • Check that I’m not a robot, and Save Changes
      • Contact the user to let them know they should have an email asking them to update their email and that they should follow the instructions and let us know if it’s working
    • There is the possibility that the user is having credentials that are being passed into Azure from a different institution/organization that causes this error. If the user's Primary Email already matches their Zoom email:
      • Have user log into the Zoom Web platform from an incognito/private browser.
      • If successful, have them "Start a Meeting" to push the correct login into the Zoom desktop app
      • Recommend that moving forward, the user should use one browser for their university business, and a separate browser for their personal business
  • 1005 - The email address has already been used
    • We are seeing this error more now that Zoom is set up to automatically update email addresses based on the primary email address.
    • This error occurs when the email address Zoom is trying to change to has already been used with a different Zoom account, usually a free account that they logged into directly. 
    • Have the user login to the free account and then delete the Zoom account. 
      • If the user does not know their login information, or needs assistance deleting their account, or wants to merge any content from that free account, they will need to contact Zoom support directly. 
    • Once the account has been deleted, the email address should automatically update, allowing them to login with SSO. 
  • 1003 - Account is disabled. Please contact your account owner or administrator. 
    • The account has been disabled, most likely during our quarterly clean up cycle. 
    • Search for the user account and select reactivate. 
    • Once the account is reactivated, click Edit and add switch the account from Basic to Licensed. 
    • Note: You may need to check both regular and protected to find the user's deactivated account.