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Indiana Wesleyan University Support Knowledge Base

Troubleshooting New Zoom Accounts

First-time Zoom users may encounter some of these issues.

Frequently Asked Questions

Sorry, but we're having trouble signing you in

Symptoms:

A first time user of IWU Zoom cannot access Zoom through the Zoom portal or a desktop or mobile app. Instead, after entering credentials, this message appears:

Sign in

Sorry, but we’re having trouble signing you in.

AADSTS50105: The signed in user 'firstname.lastname@indwes.edu' is not assigned to a role for the application 'be9db43f-4ffb-4b15-a882-ba4c100a5bc8'(Zoom).

Problem:

If viewing the above message, this indicates that the user's name is not in the Active Directory list for Zoom users. There is a directory list for students, and another list for employees.

Solution:

Create a support ticket (email the support center, or call x2209) and assign it to UserAdmin. After the name is added to the list, the Zoom user can again try to log in to set up their IWU Zoom account.

Incorrect email or password

Symptoms:

When trying to sign in to the desktop Zoom app on Windows or Mac, the message appears that you have the "Incorrect email or password:"

Zoom_login failed.jpeg

Problem:

This is not the correct location to enter your Email and Password.

Solution:

Do not type in your email and password in this window. Instead, click on the button at the top of the right column, entitled "Sign In with SSO." Then verify the domain is set to "indwes." Then enter your user name and password in the following browser page.

SSO.png

For pictorial step-by-step instructions, view this page.

 

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