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 or ITSC Service Desk (https://servicedesk.itsc.cuhk.edu.hk)) for help.

You may then follow the steps below to join ZOOM meetings restricted for CUHK users.

1. Open Zoom Workplace. 
2. Select “SSO” for 'sign in with'.
3. Enter ‘cuhk’ as the company domain, and click “Continue”.
4. Login via CUHK Login with CUHK email alias and OnePass password. 2FA (DUO Two Factor Authentication) is required.
5. Launch Zoom and join the meeting.

You could refer to Join a Meeting on Zoom Student Guide to learn more. 

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).