Affected Products

Problem | Symptoms

The Q-SYS Control for Zoom Rooms app in the Zoom Marketplace fails to connect when attempting to open the app on a Zoom Room Controller and shows a black screen.

Causes | Verification

A user who was part of the Q-SYS Control for Zoom Rooms app admin group in the Zoom Marketplace was removed from the customers account. When the Zoom Room attempts to open the Q-SYS Control for Zoom Rooms app, Zoom used the user ID of this old user to retrieve information from Zoom web services. Since the user had already been deleted, further actions were blocked. Despite having other active admin users in the group, the single deactivated account prevented the app from connecting.

Solution | Workaround

• Remove the previously deleted user from the Zoom Marketplace. 
• Also, remove the customer’s ‘personal’ account from the Zoom admin accounts in the Q-SYS Control for Zoom Rooms app admin group, leaving only the customer’s IT admin account. 
• Zoom has confirmed that the user account validation was redundant and will be removing these validity checks from Marketplace Apps. The fix is expected to roll out on November 26, 2024.