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How-to · Android

How to get remote help via Zoom

1

Get the Zoom app

Do this before the call. It takes about 2 minutes.

Install Zoom from Google Play

  1. Open the Play Store (the colourful triangle icon).
  2. Tap the search box at the top and type Zoom.
  3. Find Zoom Workplace. It has a blue icon with a white video camera.
  4. Tap the green Install button.
  5. Wait for it to finish. You don't need to open it yet.

If the button says Update, tap it. If it says Open, you already have Zoom.

Tap Install under Zoom Workplace
2

Join the call from the email

At the time you agreed on.

Tap the link in the email

  1. Open your email on the phone (Gmail, Outlook, Samsung Email…) and find the email with the Zoom invite.
  2. Tap the long blue link under Join Zoom Meeting. It starts with https:// and has zoom.us in it.
  3. If your phone asks which app to open it with, tap Zoom, then Just once (or Always; either is fine).
  4. If a web page opens instead, tap Launch Meeting (or Open Zoom).

Zoom may show a screen about its terms or ask you to sign in. You don't need to sign in. Tap I Agree or Join a Meeting, never Sign Up.

Example email. Tap the blue link.

Type your name

  1. Zoom asks for your name. Type your first name so your helper knows it's you.
  2. Tap OK (it may say Continue or Join).
Your name, then OK

Answer the phone's questions

The first time, your phone asks a few questions about Zoom. They pop up one at a time.

  • Allow Zoom to record audio? (the microphone) Tap While using the app. Without it, your helper can't hear you.
  • Allow Zoom to take pictures and record video? (the camera) Tap While using the app if you'd like your helper to see you. Don't allow is fine too.
  • Allow Zoom to send you notifications? Either answer is fine.

Zoom may then show you your own face with Join with Video and Join without Video. Pick either one.

Microphone: While using the app

Wait to be let in

  1. You may see Please wait, the meeting host will let you in soon. That's normal. Keep Zoom open and wait.
  2. When your helper lets you in, you'll see them (or their name) on the screen.
Just wait. You'll be let in.

Make sure you can hear each other

  1. If Zoom asks how to join audio, tap Wi-Fi or Cellular Data. (It may say Call via Device Audio.)
  2. Say hello. If your helper can't hear you, look at the bottom left. If it says Unmute with a red line through the microphone, tap it once.
  3. Can't hear your helper? Turn the volume up with the button on the side of the phone.

Don't see any buttons? Tap the middle of the screen once. Zoom hides its buttons after a few seconds.

Muted? Tap Unmute once
3

Share your screen

Wait until your helper asks for it. The first time, Android asks two extra questions.

Tap Share, then Screen

  1. Tap Share at the bottom of Zoom. (It may say Share Content.)
  2. A list opens. Tap Screen, at the top.

Not there? Tap More (•••) and look for Share in that list.

Tap Screen

First time only: let Zoom show on top

  1. Zoom may say it needs permission to display over other apps. Tap OK (or Turn on).
  2. A Settings page opens, called Appear on top on Samsung (or Display over other apps). Turn the switch beside Zoom on.
  3. Tap the back arrow ← at the top left to return to Zoom. Then tap Share and Screen again if Zoom doesn't carry on by itself.

This lets Zoom keep a small Stop Share button on your screen while you're in Calendar Catcher. If Zoom doesn't ask, skip this step.

Switch Zoom on, then ←

Choose Entire screen, then Start

  1. Android asks something like Start recording or casting with Zoom?
  2. If there's a choice, pick Entire screen (or Share entire screen). With "one app", your helper can't follow you into Calendar Catcher.
  3. Tap Start (or Start now). Now your helper can see your screen.

Don't worry about the word "recording". Nothing is saved. Your helper only watches while you share.

Entire screen, then Start

Go to Calendar Catcher

  1. Go to your Home screen: swipe up from the bottom edge, or tap the Home button (○ or ▢) at the bottom.
  2. Tap Calendar Catcher.
  3. A small Zoom box or bar with a red Stop Share button floats on your screen. That means your helper can see your screen.

Is the Zoom box in the way? Press and drag it to another corner. Zoom keeps running in the background, so you can still talk. Don't close Zoom.

The floating Stop Share box = your helper can see your screen
4

While you get help

Just use your phone the way you normally would.

  • Your helper sees what you see. They can't tap or change anything on your phone. They'll tell you where to tap.
  • Go slowly. Ask them to repeat anything. There's no rush.
  • Messages that pop up are visible to your helper while you share, like a text arriving. If you'd rather keep them private, stop sharing (Part 5) before you open them.
  • Never read out or type a password while sharing. Your helper will never ask for one.
5

Stop sharing your screen

When your helper says you're done, or any time you want. You're in charge.

Tap Stop Share

  1. Tap the red Stop Share button on the floating Zoom box.
  2. The box goes away. Your helper can no longer see your screen.

Can't find the box? Swipe down from the top of the screen, find the Zoom notification and tap Stop share there. Or open Zoom again and tap the red Stop Share.

Tap Stop Share
6

Leave the call and close Zoom

Say goodbye first. Your helper will close the call too.

Leave the call

  1. Go back to Zoom: go to your Home screen and tap Zoom.
  2. Tap the red Leave button at the top right. (It may say End.) Tap the screen once if you don't see it.
  3. Tap Leave meeting.
  4. If Zoom asks how the call went, tap the X or Not now. You don't need to answer.

If your helper ends the call first, Zoom says the meeting has ended. Tap OK. You're done.

Leave, then Leave meeting

Close Zoom (and keep it or delete it)

  1. Close it: tap the Recent apps button at the bottom (three lines ||| or a square ▢), or swipe up from the bottom and hold. Your open apps appear as cards. Push the Zoom card up and off the screen.
  2. Keep it for next time (handy if you need help again), or delete it: press and hold the Zoom icon, tap Uninstall, then OK.

Deleting Zoom doesn't touch Calendar Catcher or anything in it.

If something goes wrong

  • The link doesn't open Zoom: open the Zoom app yourself, tap Join (or Join a Meeting), type the Meeting ID from the email, tap Join, then type the Passcode from the email.
  • Your helper says they can't see your screen: look for the floating Stop Share box. If it's not there, do Part 3 again.
  • Your helper sees only a black screen: you may have picked one app instead of Entire screen. Stop sharing (Part 5), then share again and choose Entire screen.
  • You left the call by mistake: tap the link in the email again. You'll come straight back.
  • The sound stopped: you may have closed Zoom. Open it again from the Home screen.
  • Still stuck? Write to support@calendarcatcher.com.