Zoom - Black screen issue

Update timeline

1. investigating May 20, 2025, 09:11 PM UTC

   Users have reported encountering a black screen when connecting to their Zoom video visits through the embedded Zoom session on the Mend portal. We are actively working with Zoom to identify the root cause of this issue. In the meantime, please note that this problem may potentially occur for any visits conducted via Zoom within the Mend portal. If you are currently using Zoom through Mend and would prefer to migrate over to our default video vendor, Vonage, to avoid the possibility of a black screen, our Support team is ready to help you with the transition. Simply email us at [email protected] or click the Tech Support option when logged into portal.mendfamily.com, and we’ll assist you promptly. We're available M-F from 8am - 6pm Eastern time. We’ll notify you as soon as the issue is resolved. Thank you for your patience and understanding. — The Mend Team

2. investigating May 27, 2025, 01:20 PM UTC

   We are continuing to investigate this issue alongside Zoom. As a reminder, if you are currently using Zoom through Mend and would prefer to migrate over to our default video vendor, Vonage, to avoid the possibility of a black screen, our Support team is ready to help you with the transition. Simply email us at [email protected] or click the Tech Support option when logged into portal.mendfamily.com, and we’ll assist you promptly. We're available M-F from 8am - 6pm Eastern time. Of course, we will notify here as soon as the issue is resolved.

3. resolved Jun 06, 2025, 02:10 PM UTC

   This incident has been resolved.