Troubleshooting

Participants are not appearing

• Confirm the Zoom meeting is live.
• Confirm the Zoom account is connected.
• Click Sync from Zoom.
• Refresh the browser if the board has been open for a long time.

A participant is unmatched

• Check whether they joined with a nickname, device name, or phone number.
• Search the roster by email or last name.
• Confirm whether they should be marked as guest or observer.

The roster upload failed

• Make sure the file is a CSV.
• Check that required columns are present.
• Remove merged spreadsheet headers or blank title rows.
• Save the file as UTF-8 CSV.

Live counts look wrong

• Click Sync from Zoom.
• Check for duplicate Zoom connections from the same participant.
• Review whether phone dial-in users need manual categorization.