Zoom Troubleshooting
Fixes for connection errors, commands not responding, missing channels, and summaries that never arrive
Steve Documentation Team
zoomzoom-team-chattroubleshootingsupport
Overview
Most Zoom issues come down to one of three things: the app isn't authorized, the bot isn't in the channel, or the command was sent the wrong way for where you are. Work through the section that matches your symptom.
Installation and connection issues
"Unable to connect to Zoom" / "Invalid OAuth state"
- Start the connection again from Steve → Settings → Zoom. Don't reuse an old authorization link — it expires.
- Make sure pop-ups and redirects to
zoom.usaren't blocked by your browser.
"This Zoom account is already connected to another organization"
- That Zoom account is already linked to a different Steve organization. Disconnect it there first, or contact tech@hiresteve.ai.
"Authorization code not found."
- The authorization didn't complete, or it was started from the Zoom App Marketplace instead of Steve. Start again from the Add to Zoom button in Settings → Zoom and click through the Zoom consent screen without navigating away.
"Invalid Zoom token. Please try again."
- Zoom accepted the authorization but Steve couldn't read your profile. Retry from Settings → Zoom; if it keeps happening, ask your Zoom admin to approve the Steve app for the account.
The authorization page says the app needs admin approval
- Your Zoom account restricts Marketplace apps. Ask your Zoom admin to pre-approve Steve on the Marketplace, then try again.
Redirected back to Steve but it still shows "Not connected"
- Confirm you're signed in to the correct Steve organization, then retry. If it persists, disconnect and reconnect.
Commands not working
- Confirm the Zoom tab in Steve shows Connected as your email.
- In a channel, address the bot:
/steve <command>or@Steve <command>. In a DM, type the command directly. - Make sure the Steve bot has been added to the channel as a member.
- Send
/helpto check whether the bot responds at all. If/helpworks but a specific command doesn't, the issue is with that command's data, not the connection. - Unsupported command? Steve replies with a hint listing
/battle-cards,/latest-news, and/canvas, and suggests/help.
Channels missing from the dropdowns
- The dropdowns list the channels of the Zoom account that connected Steve. If a channel is missing, that account isn't a member of it — join it with that account, then reopen the settings page in Steve.
- Make sure the channels aren't archived.
Not receiving news summaries
- Verify a Zoom channel and Summary Frequency are saved under the project's Settings → Communication → Zoom → News Summary Settings.
- Confirm the bot is a member of that channel.
- Check that the project actually has competitors with news tracking enabled.
Insight cards not appearing
- Confirm the channel is selected as an intelligence channel for the project.
- Check the project's Approval Type (project Settings → Insights) — under PMM Approvals no in-channel card is posted by design, and under AI Approvals insights are evaluated automatically without a prompt. Either way, the insight still appears in Triage Insights → Zoom Team Chat.
- Messages that start with
/or @mention Steve are handled as commands or questions, so they aren't scanned for intel. - Steve skips messages that duplicate an insight already on the project.
Empty results from a command
| What you see | Why | Fix |
|---|---|---|
| "No battle cards found for the selected filters" | No card matches the competitor, type, or duration you picked | Widen the filters, or choose All Competitors / All Types / All |
| "No published battle cards found for this project" | Cards match, but none is live and shareable | Publish and enable sharing on the cards in the Steve app |
| "No canvases with public sharing enabled" | Sharing is off for every canvas on that project | Turn on sharing for a canvas in the Steve dashboard |
| "No news found for the selected filters" | The duration or competitor filter is too narrow | Widen the duration or choose All Competitors |
/prep errors
/prepneeds a valid LinkedIn profile URL — a/in/...profile link. Anything else returns usage help.- You must have a prep project set in your Steve Prep Settings (Workspace → Configuration → Prep Preferences).
- Availability depends on your organization's plan and remaining prep credits. "Prep credits exhausted" means the org is out — contact your admin.
- Only the person who ran the prep can rate it with the 👍 / 👎 card.
- "Access denied" means Steve couldn't match your Zoom account's email to a member of your Steve organization, or
/prepisn't included in your organization's plan ("/prepis not available for your organization's plan").
Still stuck?
- Re-check that the Zoom integration shows Connected in Steve → Settings → Zoom.
- Try disconnecting and reconnecting.
- Confirm team members have the right roles and that the bot is in the right channels.
- Contact support — we're happy to help.
Next Steps
- FAQ — quick answers to common questions.
- Adding the App — re-run the install steps.
- Support — email, hours, and response times.