Troubleshooting the Steno Connect App for Legal Videographers

Troubleshooting tips when using the App within your Zoom remote jobs for legal videographers.

Table of Contents

• App Installation Issues

• App Error Upon Opening (Refreshing The App)

• Exhibit Issues

• Resizing the Presentation Screen
• Black Boxes/Bars Appearing on SC App
• "Save Annotated Exhibit" Button Greyed Out
• Assisting Clients with Pre-Uploaded Exhibits

• Finding The App

• App Button is Missing on Zoom

A Meeting Participant is unable to add the Steno Connect App to their Zoom account.

Below are reasons why a meeting participant may not be able to add the app:

1. The participant is not signed into their Zoom account. 
2. The participant is using the Zoom Web App (This version does not support Zoom Apps currently)
3. The participant is using a device that does not support Zoom App functionality (Android, Apple iOS, and Linux devices).
   1. For a list of Zoom's current minimum system requirements, please see Zoom system requirements: Windows, macOS, Linux.
4. The participant requires pre-approval from their Zoom Admin or IT Department to add apps to business Zoom accounts.
   1. If this is the case, please provide the participant with the links to these Knowledge Base articles:
      1. How to figure out who your Zoom account admin is (User Guide)
      2. How to enable the Steno Connect app in Zoom (admin guide)
      3. How to pre-approve the Steno Connect app in Zoom (admin guide)

What do I do if the app doesn't open properly? How do I refresh the app?

Only Steno Zoom links enabled for use with the App can be used with the App. If you joined an app-enabled room and received an error message or an advert page like the visual examples below, try refreshing the app. Go to the three dots (...) at the top right of the sidebar and click "Refresh App". This will reload the app.

If that doesn't help, then please call our Tech Support Specialists at 888.404.0390 immediately so they can identify and correct the issue. 

What do I do if a supported file type produces an error when uploading or presenting in the Steno Connect app?

If a file that meets all the file type and size parameters cannot be uploaded or presented through the Steno Connect App, a user should first attempt to refresh the app. Go to the three dots (...) at the top right of the sidebar and select Refresh App. This will reload the app.

After refreshing, attempt to upload, mark, and present the file again.

What is the narrow presentation window pop-up, and how do I answer questions about it when asked?

When a user first presents an exhibit, the app displays the document in a narrow window, and a pop-up message like the one shown above appears.

This happens because of how Zoom creates screen share windows. This does not indicate an issue with the app or their exhibits.

How do I get rid of black boxes/bars appearing on the SC App when someone presents an exhibit?

If a participant says that black boxes appear when exhibits are being shared, this is NOT an issue with the SC App. This occurs because the user who is presenting has 'Optimize for video sharing' selected in their Zoom App settings.

Other participants will see this:

The participant who is presenting will see a message telling them to move the window away from the sharing application:

To correct this issue, either have the participant who is sharing move or minimize the screen that is covering their SC App Exhibit, or they can simply change the setting. The setting can be accessed by selecting 'More' and deselecting 'Optimize for video sharing'.

How do I assist when a participant presenting says the "Save Annotated Exhibit" Button Appears Greyed Out?

The SAVE ANNOTATED EXHIBIT button will appear greyed out if:

1. Counsel is annotating and screen sharing an Unmarked exhibit.

2. Counsel makes annotations to their exhibit using Zoom annotation tools instead of the tools in the SC App. We want to encourage the TA to make annotations within the SC App; however, if they use Zoom annotation tools inadvertently, we can screenshot the annotated exhibit and then upload it to the SC App.

The Taking Attorney says they pre-uploaded their exhibits and need help accessing them. How do I assist?

Attorneys working with Steno can upload unmarked exhibits before their job using Steno's Firm Dashboard. Review our How to Upload Exhibits Before a Deposition on Steno Connect for Zoom page to familiarize yourself with this process. 

If the issue persists, call our Steno Tech Help Line: 888.404.0390.

What is the best way to help a user get back to the App if they have closed the app window in Zoom?

The user may be attempting to describe the Steno Connect App as not being where it usually is, either because they popped it out from their Zoom app, inadvertently closed the app, or navigated to another section of the Zoom meeting, collapsing the app's side rail.

There are a few options that you can suggest to bring the app back to the user:

If the Participant confirms they have the APP ADDED

• If the user confirms they have installed the Steno Connect app and were using its installed version...

  • Please ask the user to direct their attention to the bottom icon menu of the Zoom meeting screen.

  • Confirm they can see the “Apps” button at the bottom of the Zoom Window. If they cannot see this button, they may need to select "More" from the bottom ribbon.

    • See also: What if the Apps Button is missing from the control bar?

  • Once the user clicks the "Apps" button, a side rail will open on the right-hand side of the Zoom meeting. This will either re-open the Steno Connect App or bring them to their "My App" library, where they should see Steno Connect.

IF the participant has NOT installed the app

• If the user does NOT have the app added to their Zoom account and was accessing the app via a Guest Mode invitation...
  • Please resend the invitation to use the app to the affected participant(s).
  • Click on the gold “INVITE” button on the app. Select the affected participant from the list, or simply "Invite All."
  • Once the "Invite" is re-sent, invited users will see a pop-up message and a message in the Zoom chat. Instruct them to click the "Open" button to re-open the App.

• What if a participant cannot locate the Apps button in Zoom?

If a user says that they can't find the "Apps" button at the bottom of their Zoom Window (even after clicking on the "..." More button), it may be due to their Zoom settings.

To enable the Apps Button in Zoom Meetings, a participant must sign into their Zoom account through a web browser and navigate to their settings. (zoom.us)

Go to Settings on the left-hand side → Zoom Apps → Toggle on Zoom Apps Quick Launch Button

Ensure the Zoom Apps Quick Launch Button toggle switch is set to 'On'.

Though this should automatically add the Apps button to their Zoom Meeting Window, a user may need to leave the meeting and re-enter to see the changes.

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Related Articles

• Steno Connect App Guide for Legal Videographers
• Steno Legal Videography: Professional Standards & Technical Guide
• Legal Videographer FAQs