Click here for more common Troubleshooting for Zoom Issues, Connection Issues, or Device Performance Issues
Q1: What is a 500 Internal Server Error?
A: A 500 Internal Server Error means something has gone wrong on the platform’s server, but the server can’t specify the problem. This is not caused by user error and usually indicates the platform is having issues behind the scenes.
*This error is seen in PLI Connect from time to time
What You Can Do:
- Refresh the page or try again later.
- Clear your browser cache.
- Check https://downdetector.com to confirm if the platform is down.
- If the issue persists, please submit a help ticket.
**If you are experiencing this issue with PLI Connect, please do steps one and two, then immediately submit a help ticket if the issue is not fixed. Please DO NOT email corporate teams as they are already aware of the issue.
Q2: Why does Zoom sometimes freeze or kick users out of meetings?
A: Common causes:
- Internet instability (on user or host side)
- Overloaded Zoom servers (rare but possible during high usage)
- Conflicts with browser extensions or antivirus software
Fixes:
- Use a wired connection or stable Wi-Fi.
- Restart Zoom or your device.
- Update Zoom to the latest version by performing a Zoom Refresh.
- Try using the Zoom desktop app instead of the browser version.
Q3: Why do Zoom recordings sometimes not process or go missing?
A: This can happen if:
- The Zoom server is delayed due to high traffic.
- The recording was accidentally deleted or moved.
Next Steps:
- Check your Zoom Recording tab in Canvas
- If the issue persists for more than 24 hours, please submit a help ticket
Q4: Google Workspace won’t load or throws errors (Drive, Docs, Gmail).
A: If you see errors like:
- “Something went wrong”
- “Unable to load file”
- Blank screens in Docs/Sheets
Causes:
- Temporary server-side issues
- Browser caching conflicts (Clear Browser Cache)
- Extensions blocking functionality (rare)
Solutions:
- Open the file in an incognito/private window.
- Disable browser extensions and refresh.
- Check Google’s status dashboard: https://www.google.com/appsstatus
- Use a different browser or device to test.
Q5: What do I do if Google Authenticator codes are not working?
A: Time mismatch or device issues can cause incorrect 2FA codes.
Solutions:
-
Sync your device’s time:
- On Android: Settings > System > Date & Time > Enable automatic time.
- On iPhone: Settings > General > Date & Time > Set Automatically.
- If the app is still not working, use/request a backup code or recovery method.
Q6: Are proprietary platforms (like Canvas, Google Classroom, Nearpod, etc) prone to hiccups?
A: Yes, especially custom-built or less widely adopted platforms. Common issues include:
- Login failures despite correct credentials
- Broken dashboards
- Features not saving or syncing
How to Respond:
- Screenshot the error and include timestamps.
-
Clear your cache and cookies, or try a different browser.
Q7: What should I always check when experiencing unexpected platform behavior?
- Internet connection — is it stable, check your speed values?
- Platform status — use status pages or DownDetector.
- Browser updates — is your browser current?
- Extensions — try disabling or switching to incognito.
- Cross-platform test — try the same action on another device.
- Canvas specific performance issues - try the same action in a different browser
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If you have completed the steps above but still encounter issues, please submit a help ticket.