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Docebo VILT for Zoom V3: Troubleshooting guide

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Introduction

For those using Zoom Meeting and Zoom Webinar for web training, your Docebo platform can integrate with Zoom, so your users can access live VILT (Virtual Instructor-Led Training) training sessions in their Docebo platforms.

You must have an active Zoom account and remain in agreement with the terms and conditions in your contract in order to successfully configure this integration. Also, note that your Zoom license must include the possibility to manage meetings and webinars. Docebo shares the platform users' first names, last names and emails with Zoom during the webinar sessions.

This article serves as a guide for Superadmins to troubleshoot the Docebo VILT for Zoom V3 integration.

Account configuration issues

Issue Resolution
A Zoom account had a paired status in Docebo and now it reports itself as unpaired

Login to the Zoom account you paired, in the admin section, go to Advanced → App Marketplace → Manage → Added Apps and check if in the list there is an app named Docebo.

Checking the App Marketplace in Zoom for the Docebo App

Try to pair the account again in Docebo for more information see the chapter titled Pairing a Zoom account with Docebo.

Receipt of an error when any of the following are true:

  • The passcode is set in the advanced properties
  • The passcode is set in the VILT event or the user is prompted to insert a password to join the meeting.
 Check if in the Zoom navigation panel → Account Management → Account Settings then under Security:
  • The option Passcode Requirement has specific criteria to meet. If so, insert a passcode that fits with those criteria.

    Checking the Passcode Requirement

  • The toggle Embed passcode in invite link for one-click join is off. If so, the user will be prompted to insert a password. Docebo recommends keeping this toggle on.

    Turning on Embed passcode in invite link for one-click join
No advanced knowledge of the email address used by a learner in Zoom

At the moment we support only learners with a Zoom email that matches with the one present in the Docebo platform and that are part of the Zoom account paired in Docebo.
If the learner is a user present in the Zoom account you paired you can set one of those options in the Advanced settings of the account in Docebo or in the VILT event:

Option Affected outcome
Enable mandatory registration for all users This will force the user to complete a form with the missing credentials.
Enable mandatory authentication for all users If you configured an authentication method in Zoom, you can force the user to authenticate with the method you selected.

Host configuration issues

Issue Resolution
A Zoom host had a paired status in Docebo and now it is not paired

Check if the corresponding user in Zoom:

  • has been deactivated
  • doesn’t exist in Zoom anymore
  • the Zoom license is not valid anymore
  • has been unlinked from your account
Please note: The integration will automatically pair a host in Docebo if it is reactivated.

In other cases, it will be necessary to synchronize the host in the Docebo for Zoom Version 3 Integration again.
When a host is set in the VILT with Zoom Webinar, an error is received The user in Zoom is not associated with a Webinar license.
Attempting to add a host in the Zoom integration in Docebo, produces an error

Check if:

  • the user is present in the Zoom account. If not, please add the user in Zoom with the same email used in Docebo
  • the email of the user in Docebo is the same one used in Zoom
  • the user is still active in Zoom
  • the Zoom user you used to pair the account in Docebo has visibility on all the users in Zoom. If not, pair the Zoom account with one with the right visibility

VILT event configuration issues

Issue Resolution
An error message is received when an attempt to create or edit a VILT event in Docebo is made You may have reached the API limit available in your Zoom plan. For more information on the API rate limit in Zoom read the Rate Limits article (opens in a new tab) on the Zoom website.
The Zoom link of the VILT event created in Docebo is not valid

Docebo will cancel the Zoom event, if you edit one of the following fields in an existing VILT event:

  • Conference tool
  • Account
  • Zoom host

Any other field change will just update the event and keep the Zoom link integrity.

This limitation is related to the way Zoom generates event URLs and it can not be avoided.
When a Zoom recording is requested, an error message is received

Check if:

  • the recording has been processed on Zoom side and it is ready
  • the webinar has been recorded in Zoom
  • the recording is still present in Zoom and is not canceled or expired the Zoom account paired in Docebo has the right permissions to access recordings in Zoom
  • the recording file goes over the Docebo 800MB limit for videos

Learner errors

Issue Resolution
The VILT event in Docebo was scheduled for 8 hours but some learners who attended for less time now have the attendance status present

Check if:

  • If you set the automatic completion based on the % of attendance of the user, please check if the % fits with the time spent by the user in the webinar
  • The automatic completion is based on the real length of the Zoom webinar, starting when the instructor begins the Zoom session until the instructor closes the Zoom session, and not on the hypothetical one set in the VILT event in Docebo.

Example: If the time set in the VILT event was 8 hours but the Zoom webinar lasts 1 hour, the % of user completion will be based on the Zoom webinar time of 1 hour.
The learner joined the event but the attendance was not tracked

Check if:

  • the option Mark the event as attended if the user spends at least % of the total time of the webinar in the webinar tool was configured
  • the option has a reasonable %. The best practice is to set a value around 70-80%
  • the user belongs to the Zoom account you paired. We are unable to track the attendance of users outside the Zoom account
  • the user logged in Zoom with the email set in Docebo. The email is the unique identifier for both the systems and it is the only way to recognize that a user who logged in Zoom is the same one who attended the event
A learner completed the event even if they didn’t attend the webinar Docebo tracks the attendance of a learner by matching the user’s email in Docebo and Zoom.
If you have learners with the same email address in Docebo (for example, using a shared agency email) and they are all enrolled in the VILT event but only one of those learners accessed the webinar, the attendance for the event will be granted to all those learners.

Recording issues

Issue Resolution
The error stating "Your recording hasn't been uploaded" has been received You need to enable the Cloud recording downloads setting in Zoom. To do so, in your Zoom settings, navigate to the Account Settings page and enable Cloud recording downloads. Anyone with a link to the recording will be able to download it unless you check the Only the host can download cloud recordings option.