Newcomer

Question

Audio Cuts Out Intermittently

Forum|Forum|2 years ago
May 2, 2023
28 replies
341 views

I'm hoping someone can advise me on how to troubleshoot an audio issue.

I have an issue where every so often my Zoom audio will cut out for 1-3 seconds although the video continues. While not frequent, it means I can miss key pieces of information.

(a) This is not a standard connectivity issue -- the video continues without lagging or interruption

(b) This is not a standard speaker/audio source issue -- it lasts only a few seconds and it does not occur on other programs, only on Zoom

(c) This is not an issue with the speaker's audio -- it occurs across a range of meetings I'm in and I'm the only one who experiences the loss

What can I do to troubleshoot?

Audio

R

rn-zm

Community Manager

Hey @corydeburd have you tried to Testing audio before Zoom Meetings and seeing if your microphone is cutting out in the playback when testing? Have you been Managing any advanced audio settings that may have been messing with your input audio? Let's start there! Looking forward to your reply!

C

corydeburdAuthor

Newcomer

Thanks for this

There are no issues during audio testing
However, the actual audio issue affects < 1% of audio, so perhaps a few seconds of dropped audio in a half hour call. I have not tried to run the testing for 30 minutes or so
Both the advanced options are set to "auto"

Let me know what you recommend

R

rn-zm

Community Manager

@corydeburd gotcha, can you share whether you are using windows or mac? Thinking we could try updating audio drivers. And, are you using any external speaker/microphone? Or are they internal microphone/speaker (same as system) option?

C

corydeburdAuthor

Newcomer

After a few months of testing, I can confirm neither updating the drivers nor reinstalling Zoom helped. I did notice the issue primarily occurs in group calls.

Can you/anyone suggest a diagnostic?

S

StellaF

Newcomer

hoping you get a reply to this! I am having exactly the same problem. I have done all the above, got a new laptop and upgraded my internet service. Still loosing audio intermittently on group calls.

C

corydeburdAuthor

Newcomer

Yes, I really hope it can be looked into other than the "try all the generic solutions of reinstalling etc."

S

scottprenda

Newcomer

I've had the same issue for almost 3 years. It's usually in group calls and happens about 1-2% of the time.

L

LimorP

Newcomer

I've been experiencing the exact same problem in the past year. Very frustrating...
Zoom audio will cut out for 1-3 seconds although the video continues.
Sometimes it will sound as if the speaker is backing away from the microphone, but I see he is not moving away at all.
I have Windows on my laptop.
I would appreciate any assistance.

L

laurinkdavis

Newcomer

We are having the same issue, but just started. 2 different laptops, one Mac and one Windows.

MGSR

Community Manager

Hello there!

If your meeting was recorded, kindly check the recording if the audio is also distorted there. If there are no issues with the audio on the recording, there is a high chance that the issue is due to fluctuating internet connection.

If you need further assistance, please let us know.

L

LimorP

Newcomer

thanks however the meeting was not recorded

This problem happens quite frequently, and I didn't experience internet connections issues in that past year since I was connected to optical cables.

What else can I do/check/try...?

K

Keso

Newcomer

I also experienced intermittent 1-3 sec audio cutouts. In short, there's a good chance that restarting network devices (router, switcher, etc.) can solve the issue, especially if you see a message saying something like the Internet connection is unstable on Zoom.

L

LimorP

Newcomer

thanks however this is not my situation - I have upgraded to a very fast and stable internet connection a year ago, and I don't get this messaged you have mentioned (which i did see in the past)

K

Keso

Newcomer

My previous post was meant for anyone in a situation similar to mine, not specifically for you. It's important to note that regardless of the quality of the network provided by your ISP, the network can be unstable due to the network devices installed in your house. Most home-use network devices are not designed to reliably handle large amounts of streaming data over long periods of time.

A

Aniss33

Newcomer

I'm having the same issue. Using Macbook. No problem with sound as if I cal people using FaceTime it doesn't occur. I've updated all drivers. It's quite bothersome for the people on the other end who sometimes miss bits and pieces of what I am saying... Any solutions found ?

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