Troubleshooting

Installation & Authentication

Can’t find Triad Tool in the Zoom Marketplace

Make sure you’re logged into your Zoom account at zoom.us before visiting the marketplace
Check that your account has permission to install Zoom Apps (some organizational accounts restrict this — ask your Zoom admin)

OAuth authorization fails

Try disabling browser extensions (especially ad blockers or script blockers)
Use a different browser to complete the authorization
Ensure popup windows are allowed for the zoom.us domain

App shows a re-authentication prompt when opened inside Zoom

This is normal after installing from the Zoom marketplace. Complete the OAuth flow once and you’ll stay authenticated. If it keeps happening, check that cookies are enabled for the app’s domain.

Tabs & Permissions

I only see 2 tabs (Timer and Settings)

This is expected for regular meeting attendees. The Breakout Monitor and Actions tabs are only shown to the meeting host and co-hosts.

Ask the host to assign you co-host role if you need access to those tabs.

Breakout Monitor and Actions are locked

You’ve reached the 40-minute free tier limit for this session. The tabs unlock again in your next meeting session.

→ Upgrade to Premium for unlimited access.

Breakout Rooms

Participant list doesn’t load

Click the Refresh button in the Breakout Monitor tab
Verify you are the meeting host (not just co-host) — some Zoom configurations require host role for participant access
Check that participants have actually joined the meeting

Breakout rooms won’t open / room creation fails

Verify your Zoom account has breakout rooms enabled in your account settings at zoom.us → Settings → Meeting → Breakout rooms
Ensure you are the meeting host (co-hosts have limited breakout permissions in some Zoom plans)
Check that you’re running Zoom Desktop Client 5.2.0+

Assignment seems to stop partway through

Zoom’s API processes assignments sequentially. For large meetings (50+ participants), assignment takes 30–90 seconds. Do not close or refresh the app while the progress bar is moving.

Participants show as “Missing” after rooms open

The participant may not have clicked to join their room yet, or they left the meeting. Wait a few seconds — the status auto-updates every 5 seconds. Check if the participant is still in the main meeting.

Participant shows as “Renamed”

The participant changed their Zoom display name after they were assigned to a room. Triad Tool detects the name mismatch and flags it. You can re-run assignment or manually move them.

Timer & Broadcasting

Timer doesn’t start

Check that all duration fields have valid values (minimum 1 minute per field)
Refresh the app and try again

Fullscreen button doesn’t appear

The fullscreen button only appears after the timer has started. Press play first, then the button will become visible.

Timer messages don’t reach breakout rooms

Ensure breakout rooms are open before starting the timer
The broadcast system uses a popup window — check that popup windows from the app domain aren’t blocked in your browser
Look for a blocked popup notification in your browser’s address bar

Timer doesn’t close breakout rooms at the end

Enable “Sync time with Zoom” in the timer settings. This toggle controls whether Triad Tool automatically closes rooms when the fadeout phase ends.

Actions

Action buttons don’t respond

You must be host or co-host to use action buttons
Some actions (like spotlight) require Zoom Desktop Client 5.13.5 or higher

Keyboard shortcuts don’t work

Make sure the Triad Tool app has focus — click inside the app panel first
Check for shortcut conflicts in the Settings tab (two actions may share the same key)
On Mac, Option+key shortcuts may conflict with special character inputs in some keyboard layouts

”Spotlight Next Speaker” doesn’t spotlight anyone

The action waits for a speaker event from Zoom — ensure someone speaks during the wait window (default: 10 seconds)
Check you’re running a supported Zoom client version (5.13.5+)
Try increasing the Spotlight Next Speaker Duration in Settings

Raised hand dialog shows no participants

Raised hand tracking uses Zoom’s onFeedbackReaction event. These events are only captured after you open the Actions tab in the current session.
Click Refresh in the dialog to fetch current raised hands from the Zoom API
Verify participants have actually raised their hands (not just reactions)

Titlecard doesn’t appear in new-window mode

New-window mode opens a popup window. Check that popups from the app domain are allowed in your browser. If blocked, the app falls back to same-window mode automatically.

Getting More Help

Check Zoom status: status.zoom.us
Update Zoom: Ensure you’re using the latest Zoom Desktop Client
Contact support: Visit triad-tool.com/support