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Canvas - Resolving Zoom Error "User does not exist"

This document details the procedure for resolving the error: "User does not exist." This can occur after clicking on the "Zoom" link in a UWGB Canvas course.

The Error

Users who had previously registered for a personal Zoom account using their UWGB email address prior to the implementation of the UW System Zoom service in August 2021 may encounter a "Warning: User does not exist:" message after clicking the "Zoom" link in a Canvas course:

screenshot of Zoom "user does not exist" warning message in Canvas course

Resolving Error

To resolve this issue you must sign into the UW System Zoom web portal and accept the invitation from Zoom to switch your Zoom user account to the new UW System Zoom account:

1. Navigate to the UW System Zoom web portal login page at

2. Select "Sign in."

Screenshot of Sign In Zoom Page

3. On the following screen:

        1. Select "UW-Green Bay."

        2. Select "Go."

Screenshot of Local Organization

4. To sign in:

        1. Enter in your UWGB credentials.

        2. Select "Sign in."

Screenshot of UWGB Screenshot'

5. Complete multi-factor authentication via Microsoft Multi-factor Authorization or Duo.

6. Once you have finished authenticating, select "Confirm your email address."

Screenshot of the Zoom Confirm Email Address Prompt

7. Check your UWGB email inbox for a message from Zoom asking you to "confirm the requested change to your Zoom account." In this message, select "Switch to the new account."

Screenshot of the Email from Zoom Asking to Confirm the Switch to the New Account

8. After clicking the link in the email, the Zoom page will ask, "Do you want to Consolidate?". Select "I Acknowledge" and "Switch."

Extra Information

For additional information on the effects of consolidating your existing Zoom user account into the UW System Zoom account, please see Zoom - Consolidating existing accounts to UW System.

Return to Canvas and select the Zoom link in your course. If prompted to allow the Zoom LTI to access your Canvas account, select "Authorize." The Zoom integration should now properly load.

***NOTE: Depending on server traffic, the account switch may process immediately or may take up to a few hours.***

Keywordswarning, zoom, integration, error, code, 1001, lti, course, link   Doc ID113215
OwnerScott B.GroupUW Green Bay
Created2021-08-23 10:39:39Updated2022-11-18 13:43:02
SitesUW Green Bay
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