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CALLS
GALE Troubleshooting

Zoom Call Issues

If GALE keeps stopping each time you try and make a call

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  1. Follow basic troubleshooting steps

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If it appears as if a call has gone through, but a provider isn't joining or has reported an issue

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  1. Check the Progress bar (image below)

  2. Check and/or wait for Zoom Error messages

  3. Ensure there are no issues on the Provider end

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Call Progress bar

If the progress spinner doesn’t progress past the first step, "Connecting to the Zoom Meeting", the call hasn’t initialized. If the call has not been initialized, the call will not appear in the Call Center, and recipients will not receive a notification.

 

If the call does not proceed past the initial step within a few minutes, this most often indicates an issue with the network or a blip in the network when the call was made. Sometimes, if you have recently changed your network or started up your tablet, your tablet may take several minutes to fully connect to Zoom, even if other services appear to be working.

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  1. End the call and place the call again

  2. End the call and the session, and place the call again

  3. Sync, and restart the GALE tablet

  4. Check that GALE is on the appropriate network

  5. Check all network requirements

  6. Additional basic troubleshooting​​

GALE-zoom-progress-connecting.jpg
GALE-zoom-progress-connected.jpg

Not initialized

Initialized

Related Resources:

  1. Basic Troubleshooting

  2. Zoom Error Messages 

  3. Provider missing calls

  4. Video - Common Issues

Zoom Error Messages

​The following Zoom errors are most often due to a network with missing requirements, a temporary glitch in the network, or the internal clock being out of sync: 

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  1. Failed to initialize Zoom SDK. Error 3, Internal error code: -1

  2. Error: 3, Internal error code: 5003

  3. Error: 5, Internal error code: 124

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1. Follow basic troubleshooting steps

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2. Determine if there is an error with the local network
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  1. Try on another network (e.g., Guest)

    1. Open GALE Settings

    2. Select “Wifi” from the left menu

    3. Select a different network

  2. Connect GALE to a Hot Spot

    1. Enable Hotspot on your phone:

      • On Android: Go to Settings > Connections > Mobile Hotspot and Tethering, then toggle on Mobile Hotspot

      • On iPhone: Go to Settings > Personal Hotspot and toggle on "Allow Others to Join"

      • Find the Hotspot on GALE:

      • On the device you want to connect, go to Wi-Fi settings

      • Look for the name of the hotspot (which you can find on the device sharing the connection)

      • Connect to the Hotspot:

      • Open Android Settings - how to

      • Go to Wifi

      • Tap on the hotspot's name

      • If prompted, enter the password for the hotspot (which you can find on the phone or device sharing the connection)

  3. If GALE can make a call on a Hot Spot - connect to a hotspot

    1. ​There is likely an issue with the local network GALE was on previously

    2. Ensure all networks have requirements met as per the GALE Network Requirements Document

  4. If GALE cannot make a call on a Hot Spot

    1. Open Android Settings - how to

    2. Go to "Apps"

    3. Open the Google Play Store

    4. Search for Zoom

    5. Install and open Zoom

    6. Select “Join a Meeting”

    7. Enter the meeting ID 920 920 1488

    8. If the call goes through, end the call

      1. Reset the internal clock and try again on GALE

    9. If the call does not go through

      1. Take note of any error messages

      2. Escalate the issue to 19Labs Support

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3. Reset the Internal Clock

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  1. Open Android Settings - how to

  2. Search and select "Date & Time"

  3. Toggle each Date & Time and Time Zone off and back on

  4. Restart the tablet

  5. ​Video instructions

Related Resources:

  1. Basic Troubleshooting

  2. Video - Common Issues

  3. Zoom SDK Error Message

Zoom screen sharing

How to share the screen

  1. Tap any of the following

    1. "Share Screen" on the top navigation​

    2. "Measurement History" in the Menu

    3. "Go to Measurement page" on a specific sensor

  2. Accept the screen recording

    1. If there is just one option, select "Share now"

    2. If there are multiple options

      1. Select "Entire Screen" from the dropdown​

      2. Tap "Start"

  3. Wait for the screen to share. This can take up to 10 seconds

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If the screen won't share

  1. Ensure you have selected "Entire screen" and not "A single app"

  2. If you have accepted the screen share and the screen isn't switching

    1. Wait - sometimes the screen takes up to 10 seconds to change​

    2. Ensure the green square is around the outside of the screen

    3. Ensure the screen share icons appear on the bottom left of the screen​
  3. Try screen share again using the same method.
  4. Try screen share again using a different method.
  5. End the call and begin another call. Try screen share again.

 

If the screen is not switching, ​Zoom may not have completed the screen-share request. If everything is still working within Zoom (menu, measurements etc.) the app is not frozen, the screen has not completed the share. 

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gale-zoom-menu.png
screen-recording-dropdown.png
zoom-screenshare-popup.png
zoom-screenshare.png
How to get back to Zoom
  1. Open the back to Call Button
  2. Tap "Back to Call"
  3. The screen will automatically stop sharing and the video call will be displayed​​
gale-back-to-call-closed.png
gale-back-to-call-open.png
Related Resources:

  1. Basic Troubleshooting

  2. Video - Screen sharing on the Lenovo

  3. Video - Common Issues

Zoom "Custom Streaming Service"

“Custom Streaming Service” Zoom message

 

This message will appear on Zoom for both the Provider (web or desktop app) and if you select GALE (menu > Apps). This is because of a feature added that, if configured, allows GALE to automatically record and upload the audio from the encounter.

 

NOTE: This is a configurable option. GALE will not record or upload any audio unless specified and configured to do so by a deployment administrator. Contact us to learn more about this option.

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GALE-zoom-menu.jpg
GALE-zoom-menu.jpg
GALE-zoom-apps-overlay.jpg
Related Resources:

  1. Provider Zoom Streaming Services

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