Overview

This article contains frequently asked questions about NovoEd's Zoom integrations. If you are not able to find an answer to your question, please reach out to the NovoEd Support Team (hello@novoed.com) for assistance. 

FAQs

What is the difference between the User-Level Zoom Integration and Account-level Zoom Integration?

The Account-Level integration allows an organization to connect their organization's Zoom account to NovoEd so that Course Builders can schedule Live Events on behalf of a host who is a user of the organization's Zoom account. The Account-Level integration also retrieves attendance, attendance duration, and recording (if chosen).

The User-Level integrations allows individual Course Builders to authenticate their licensed (paid) Zoom account so that they can host a Zoom-integrated Live Event. After a Course Builder has created a Zoom-integrated Live Event for a course, all subsequent Live Events created by any Course Builder will be scheduled under that specific host's account. The User-Level integration retrieves attendance and recording (if chosen).

Why is my attendance and/or recording not showing up on my NovoEd lesson page?

There are a number of reasons why attendance and/or recording are not showing up on your lesson page. If you are finding that your attendance and/or recording are not appearing on your lesson page two hours after the scheduled end time, please contact the NovoEd Support Team at hello@novoed.com.

• The Zoom integration was disabled after the Live Event was created. When the integration is disabled, all Zoom-integrated Live Events are changed to externally-linked Live Events. If it is an externally-linked event, then the attendance and the recording will need to be manually uploaded.

• The host or co-host launched the Zoom meeting. If the waiting room was manually disabled in the host’s Zoom account, they must ensure that the host or co-host has officially launched the meeting. 
• The recording upload preferences were not enabled properly. 

What happens when a learner joins the Live Event outside of the NovoEd platform?

It is always encouraged that learners join the Live Event from the JOIN NOW button in NovoEd because the button has a token unique to the user that permits them into the meeting. 

If the learner tried to join the Live Event through other means, Zoom would require registration. In order to be marked for attendance, the learner will need to log into the meeting with the same name and email address (case-sensitive) listed in NovoEd.

Why is a learner not showing up as ATTENDED in NovoEd when they attended the meeting?

Typically, this occurs when the full name and/or email address entered when joining the meeting does not match what is listed in NovoEd. This can be verified by the host reviewing attendance reports in their Zoom account.

How should the host or co-host launch the meeting?

It is required that the host launches the meeting from Zoom’s Desktop Client. When launching a Zoom meeting, Zoom will automatically attempt to launch the Zoom Desktop Client. If the Desktop Client is not installed, the user will be prompted to download the app to join the meeting. 

Can the “registration required” setting be disabled?

For security reasons, Zoom requires the “registration required” setting to be enabled for meetings created through NovoEd’s integration. A host can disable the “registration required” setting for the meeting within their Zoom account. However, it is important to note that learners must enter the matching first name, last name, and email address (case-sensitive) that is listed in NovoEd. Otherwise, attendance will not be successfully retrieved for them.

Why am I seeing the error message, “Email is not a user in Zoom account,” when creating a Zoom-integrated Live Event?

This means that the email address entered for the host or co-host is not a licensed (paid) Zoom account. 

Why am I receiving an email stating that the “Access token is expired” and that the Zoom integration is requiring re-authentication? 

This means that re-authentication is needed because Zoom has expired your access tokens. Unfortunately, this is not controlled by NovoEd. 

There are two options for re-authenticating your Zoom account:

Option 1: Click on the link provided in the email.

Option 2: Begin to add a new Zoom-integrated Live Event component to a lesson page and complete the steps to authenticate your account. (You do not have to complete creating the Live Event.)

Why am I seeing the error message, “Oops something went wrong?”

This indicates that no meeting has been created and there is an unexpected error from Zoom. Please reach out to the NovoEd Support Team at hello@novoed.com to investigate the issue.

What happens when the Zoom integration has been disabled?

If you disable the Zoom integration, all your existing Zoom meetings will be converted to Live Events with links and will lose all automatic Zoom integration features such as automatic attendance tracking, importing of recordings, and automatically reflecting meeting updates. Once made, these changes cannot be undone.

When I clone a course, what happens to my Zoom meetings?

When the course is cloned, an “empty” Live Event component copies to the lesson page. The Course Builder will need to select the new day and time for each Live Event in the cloned course.

What does NovoEd do with data shared through the Zoom integrations?

The Zoom integrations allows NovoEd to create Zoom meetings on behalf of clients in their Zoom account when they create or update a meeting in their NovoEd online learning experience. 

NovoEd registers every learner in the course on the Zoom event, sending the first name, last name, and email address of learners to Zoom. Learners launch the meeting using the Zoom application. NovoEd does not have exposure to the content of the meeting. 

If enabled, NovoEd will pull the recording from Zoom and store it to allow learners to watch it after. If not enabled, NovoEd will not receive the video recording and will not be able to automatically add it to the lesson page. 

NovoEd receives the list of attendees at the end and allows including Live Event attendance in a custom data download.

If enabled, NovoEd will have access to the following:

• Creation and modification of events on the customer's Zoom account
• Registering all learners in the course to the meeting, sending the following to Zoom: first name, last name, email.
• Zoom meeting recordings, if enabled
• List of attendees pulled from Zoom

Requirements for a successful Zoom integration experience:

• Make certain that the integration is intended for the Zoom meeting account.
  • The account has to be at the Pro-level price point or higher.
• The integration could only run one meeting per owner/host.
  • Unfortunately, running multiple meetings at once is not allowed for the same user; however alternate hosts may run meetings concurrently within the organization's Zoom account.

Zoom is not a subprocessor of NovoEd. Clients need to have their own DPA executed with Zoom for GDPR compliance. Enabling the integration and authenticating accounts with Zoom is giving NovoEd the right to do the above.