Troubleshooting problems signing in Zoom

Overview

• This article provides solutions to the two common problems regarding signing in Zoom.

“Bad Request - Header Field Too Long”

• Please consider clearing all the browser temporary file, history and cache of your default browser. Then restart the browser, and sign in Zoom, i.e. https://cuhk.zoom.us (or https://cuhk.zoom.com.cn/signin in mainland China) and/or access the meeting link again.
• Or, use a new "private/incognito/inprivate window" to visit the meeting link and/or sign in Zoom via "CUHK Login". Instruction on opening "private/incognito/inprivate window":
  • Firefox
  • Chrome
  • Safari
  • Edge

“Something went wrong while you tried singing in with SSO”

Please take the following steps to check if your ZOOM account is working:

1. Launch your default web browser.
2. Clear ALL browser cache and internet temporary files.
3. Restart the web browser.
4. Visit https://www.cuhk.edu.hk/o365.
5. After successful login, open a new browser tab, visit https://cuhk.zoom.us (or https://cuhk.zoom.com.cn/profile in China).

For staff: if you rejoin CUHK and have set up a new email alias, the change of email address will cause problem regarding the SSO sign in. You need to contact us (elearning@cuhk.edu.hk) for help.

You may then follow https://www.cuhk.edu.hk/eLearning/c_systems/zoom/Zoom-QuickGuide_Participant(RestrictedMeeting).pdf to join ZOOM meetings restricted for CUHK users.

If you still encounter the problem after taking the above steps, please let us (elearning@cuhk.edu.hk) know. We will check if your account is locked due to too many failed login attempts. The current locking mechanism is 30 minutes for 5 failed attempts.

Enquires about 2FA (DUO Two Factor Authentication)

• Please contact the support team at ITSC Service Desk (Information Security > General Enquiry > 2FA).
• For more information, please refer to ITSC Website: DUO Two Factor Authentication (2FA)

Incorrect user ID or password

• Please refer to ITSC Website: Log in through CUHK Login Page (3. The login page keeps saying "Incorrect user ID or password. Type the correct user ID and password, and try again".)
• If you still have question, please contact the support team at ITSC Service Desk (Account, Email & Access > General Enquiry > Computing Accounts and OnePass Password). 

Should you have further questions, please contact us at elearning@cuhk.edu.hk / ITSC Service Desk (https://servicedesk.itsc.cuhk.edu.hk).