Technical Support -Zoom App on iOS-3rd Party Integration

Zoom Apps iOS SDK
1

We are encountering a compatibility related issue involving Zoom sessions embedded within our EMR platform.

Issue Summary:

Clients using iOS devices (iPhones) experience intermittent failures or difficulties when attempting to join virtual sessions via "black screen once camera is on ".

This issue does not occur on Android devices or when providers initiate or join the sessions. Additionally, the virtual session feature on Scrips functions correctly on other platforms, which points to a potential compatibility or integration issue specific to Zoom and iOS.

Context:

  • Integration Type: Likely via Zoom SDK or OAuth-based API calls (as implemented in EMR Scrips)

  • Affected Users: iOS clients only

  • Consistent Success: On Android and desktop platforms

  • Temporary Workaround: Clients are being directed to use Microsoft Teams while we investigate the root cause

Request:

Could you please advise on:

  1. Whether this is a known compatibility issue involving iOS and Zoom’s embedded or SDK-based integrations?

  2. Any recommended configurations, SDK updates, or workarounds we can apply?

  3. Additional diagnostic steps or logs we can collect to assist your investigation?

We’d also appreciate confirmation of any recent updates to Zoom’s iOS SDK, mobile browser behavior, or changes in supported features that might affect third-party integration performance.

Please let us know if you require any session IDs, device logs, or further technical details to assist with this.

Thank you for your support.

2

Any support would be appreciated

3

Hi @Khadija
Thanks for reaching out to us and welcome to the Zoom Developer Forum
Can you please confirm the name of the app that all these affected users are using?
Is this app published in the Zoom App Marketplace?

4

Hi Elisa

Its an EMR for clinics here in UAE - its not published in the Zoom App Marketplace

5

Is the app listed as private? can youshare the name of it?

6

Yes, this kind of symptom — iOS users seeing a black screen once the camera is turned on in embedded Zoom sessions — is a known issue, particularly in Zoom’s SDK or Video SDK integrations.

:magnifying_glass_tilted_right: What’s Likely Happening

Based on your description, these are the most probable causes:

  • Zoom SDK bugs on iOS: Some versions (e.g., Video SDK 2.1.10) have known issues where the video feed fails to render, even though the session is active.

  • Rejoin/session behavior: The black screen often occurs when users rejoin a session or toggle video off/on during a session.

  • Threading or rendering problems: On iOS, the camera or video initialization might fail if not properly handled on the main/UI thread.

  • WebView limitations: If your EMR app uses a WebView or embedded browser to display Zoom, iOS imposes restrictions that can interfere with camera access and video rendering.

  • Permission-related problems: Even if the user granted camera access before, if iOS blocks it temporarily or the permission isn’t persistently set, video may fail silently.

:hammer_and_wrench: Recommended Actions

  1. Confirm SDK and integration details

    • Determine whether you’re using the Zoom Meeting SDK, Video SDK, or Web SDK.

    • Check the exact version on iOS — certain issues are version-specific.

  2. Upgrade the SDK

    • If you’re on an older version (e.g., Video SDK 2.1.10), upgrade to the latest stable release. Zoom often releases bug fixes for rendering and camera issues.

  3. Review thread handling

    • Make sure all camera/video initialization is done on the main thread.

    • Improper dispatching or race conditions can prevent the camera feed from rendering correctly.

  4. Check permissions

    • Ensure your app explicitly requests and confirms camera/mic permissions.

    • Re-prompt the user if needed and verify that permissions persist across sessions.

  5. Test outside of WebView (if applicable)

    • Try the integration in a fully native iOS app to isolate whether WebView constraints are causing the issue.

  6. Collect diagnostics

    • Device logs from affected iOS clients.

    • SDK logs (Zoom’s internal logging can help isolate stream or video render failures).

    • iOS version and device model info.

    • Network diagnostics — low bandwidth or unstable connections can cause video subscription failures.

  7. Apply temporary workarounds

    • Prompt users to toggle their camera off and on again.

    • Offer a fallback to Microsoft Teams or another platform, as you’re doing, while the root cause is addressed.

1 Like
7

It’s URL that is shared to clients via sms and email - once camera/video is on Iphone ( iOS) a black screen is displayed, kindly note that it was working fine 1 month back .
zoom/videosdk: “^2.2.12” is in use for our EMR system

8

Hi @Khadija
Can you please share the name of the app with me? Is it published in the marketplace?