Canvas: Zoom Error "Warning: User does not exist"

Tags Incident

Issue: When entering a course in Canvas, I select the Zoom link in the left-hand navigation and get this error:

Warning

User does not exist: someone@uwrf.edu

Error Code 1001

Environment: Canvas, Zoom, Mac OS and Windows.

Resolution:

  1. Sign into Wisconsin-edu.zoom.us
    • You should see the Wisconsin School Logos. If you do not see the school logos clear your browser cache.

  1. Select Sign in. If prompted, choose River Falls and you will be redirected to Duo authentication
  2. Follow the instructions to log in
  3. Confirm your email address

  1. Once confirmed, an email is sent to your Outlook mailbox
    • If you do not see the message in your inbox, check the junk folder

  1. Select Switch to the new account
  2. It will ask "Do you want to Consolidate?"
  3. Select I Acknowledge and Switch
  4. Go into Canvas
  5. Enter the Course you want to use Zoom in
  6. Select Zoom
  7. Select Authorize

Note: The switch may take time to complete before the error disappears. Depending on how many accounts are processing, it may be anywhere from immediate to a few hours.

When you are able to authorize the account and access Zoom, you will see the following in Canvas:

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