Troubleshooting

Participants are not appearing

  • Confirm the Zoom meeting is live and hosted by the Zoom account that installed RollCall Live — the board only receives events for that account's meetings.
  • Participants appear automatically within seconds of joining; no button press is needed.
  • Refresh the browser if the board has been open for a long time.
  • If people joined before tracking started, admins on a Zoom Business+ plan can use Sync from Zoom to pull in everyone already in the room. On other Zoom plans the button is unavailable — new joins and leaves still appear automatically.

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

  • Check for duplicate Zoom connections from the same participant.
  • Review whether phone dial-in users need manual categorization.
  • On a Zoom Business+ plan, Sync from Zoom re-checks the live participant list against the board.