FAQ in using Zoom for Online Learning for Students

Q: Where can I get support on hardware?

A: All full-time and part-time students are eligible to borrow, on a need-basis, one notebook from the Tai Po IT Help Desk Service Counter (C-LP-20) by presenting their EdUHK Cards. Due to limited resources, all loan items are provided on a first-come-first-served basis.  Please contact Tai Po IT Help Desk Service Counter (C-LP-20) or call up the hotline at 2948 6601 to check the availability. You can also use the iMac computers in the Learning Commons.

Notebook computers with wireless network cards are also available for loan at the Circulation Counter on the ground floor of the Mong Man Wai Library (Hotline: 2948 6658). For details, please visit https://www.lib.eduhk.hk/notebook/ and kindly pay attention to the latest announcements about opening hours of the Library.

Using an iPad or other touch-screen devices might be easier if you need to write equations and/or draw on the “whiteboard” during Zoom meetings. In view of the unusual circumstances at present, the LTTC offers a small amount of iPads for borrowing for up to three weeks. Please email lttc@eduhk.hk if you would like to borrow an iPad.


Q: Does accessing EdUHK online learning and teaching services require VPN when I am in Mainland China?

A: VPN is not required for students in Mainland China to access Moodle, Zoom and EdUHK Video Portal. According to OCIO, it is recommended NOT to use VPN when using the EdUHK Video Portal in Mainland China.

When users in Mainland China join a Zoom class/meeting with the URL or from Moodle (e.g. https://eduhk.zoom.us/j/{meeting_id}), they will be re-directed to “https://eduhk.zoom.com.cn/j/{meeting_id}” automatically.

For more details about using Zoom in Mainland China, please refer to https://www.lttc.eduhk.hk/?p=30049. If users still fail to access the “eduhk.zoom.com.cn” domain, they can try to access “zoom.com.cn” and click “Join a Meeting” with the meeting ID.

When VPN service is necessary, OCIO advised that the best practice is to use GlobalProtect VPN (https://www.eduhk.hk/ocio/vpn-service).

Q: How can I check whether I have logged into the EdUHK Zoom account?

A: To facilitate attendance taking, please only use your EdUHK Zoom account to conduct any online lesson. No matter which device you are using, always check if the indication “Licensed” appears beside your name and email address. To do this, please follow the instructions at this link: https://www.eduhk.hk/ocio/content/faq-how-check-which-account-i-have-logged-zoom-client. If you have previously registered for another account in Zoom, you should switch back to the EdUHK Zoom account immediately.

Q: Is file sharing possible while the Zoom class is on-going?

A: In-Meeting file transfer allows you to send files to other meeting participants during the meeting through the in-meeting chat. To use In-Meeting file transfer:
1) Click on Chat during a Zoom meeting.
2) Click the File button from the lower part of the chat window to send a file.
3) Select the file when prompted
4) A file icon with file name will appear in the chat window when the file is successfully sent.

If you cannot access this feature, please do the following:
1) Sign in to the Zoom web portal (https://eduhk.zoom.us/).
2) Click Account Management > Account Settings.
3) Navigate to the File Transfer option on the Meeting tab and verify that the setting is enabled. If the setting is disabled, click the status toggle to enable it. If a verification dialog displays, choose Turn On to verify the change.

Q: How can I get in touch with LTTC and OCIO for enquiries?

A: Please refer to the following contact information.

Pedagogical support (LTTC): lttc@eduhk.hk / 2948 7047
Classroom Support (OCIO): 2948 6529
IT Help Desk (OCIO): helpdesk@ocio.eduhk.hk / 2948 6601

28 February 2020

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