"Original sound on" function not working.

Hi @Amateur, what exactly isn't working for you with the original sound? Please take note of how the Original sound works 👇

When joining a 'test' meeting or the meeting you're hosting, do you have the following option? As Original Sound is off

When turning on Original Sound, you will need to select a microphone to always use the original sound

Whatever is checked, will be enabled when original sound is on. Heres more info on Using and preserving original sound in a meeting.

Many thanks for this. I'll discuss it with the person who had been trying to help me. I am very excited to see the panel with the options for Music and Professional Audio. Why does this not appear among my options? Obviously I would have used it if it had been present. I have the latest updated version, but it does not include this panel.

Whoops! Sorry, cancel that last reply. I now see that tyhe only difference from the panel in your message is the background colour. 

Yes, of course, I have tried all these options a great many times over a period of weeks, with technical help.

I assure you this is a genuine technical problem.  Do you have any ideas what the problem can possibly be? Obviously something somewhere is blocking the function and we cannot find what.

Did the computer info attachment provide you with any help?

Sorry again about the misunderstanging!

Hi RN

I am " the person who had been trying to help"!  I have two comments to add in here:

1. The specific problem is guitar strumming -- the strums get suppressed.  (You can hear a brief sound at the start of the first strum, then nothing.  All the while, voice continues as normal)

2. We have tried all combinations of the "Suppress Background Noise" and "Music and Professional Audio" without success.  In particularly it is unclear to us which way round the controls work:

      Is the "High" option to suppress high noise levels, in which case it will cut everything from low to high, or to allow high noise levels, in which case it will not cut anything?

     Does a tick in "Echo cancellation" activate echo cancellation or disable it?

Thanks!

OK, thanks.  Are you able to share the response from your support team re Request #13472998?  This might help.

I'm new to the Zoom support community...you're going to have to help me find the responses to ticket requests #13472998 and  #13443035.  Thanks.

Hi,

I am having this issue or very similar. I play a type of violin and I've used Original Sound on many computers over the years successfully using built-in and USB microphone setups. I have a new HP Spectre laptop with Intel SmartSound and latest Zoom version. I found that I had to disable "Enable Audio Enhancements" in the Microphone Array in order to get it to record the instruments high notes (using Audacity), otherwise they were silenced. When I use Zoom, regardless of the settings in the device, the high notes are suppressed/silenced even with Original Sound turned ON and Noise Reduction set to Low. When I plugged in an external USB microphone the same thing happens.  I assume this is either a Zoom interaction with the computer's sound drivers, or else something changed recently in Zoom regarding feedback suppression. The notes being silenced start around E3- 330 hertz and upward. This is a resonating type of violin with sympathetic strings.

My old laptop with slightly older Zoom version does not have this problem, nor any of my other computers.

The Zoom version that is working fine on an older laptop is 5.9.1. I am scared to update it in case it breaks the sound processing. That laptop is a Lenovo with AMD processor. 

In the new laptop with Zoom 5.9.6, I can record perfectly with Audacity, then once I enter a Zoom meeting (keeping Audacity running) the high notes are suppressed (volume almost but not completely silent). When I leave the Zoom meeting, Audacity starts working fine again. In my Audio Settings under Advanced, Signal Processing by Windows audio device drivers is turned OFF.  I've tried Suppress background noise set to Auto and Low. I always have Original Sound enabled, High Fidelity checked. Have tried Echo Cancellation on and off, Stereo audio on and off.

I wish Original Sound had an option to disable ALL processing!

Hi.

Thanks to everyone who has confirmed that this is a real problem. I have numerous times tried to convince Zoom that this is a real problem, but they have so far not been of any help. Let's please keep on at them till we get a response. Meanwhile I am just having to use an old laptop

Hello. My issue with audio suppression with a new HP Spectre 360 was solved with the guidance of Zoom support.  We found the laptop has a pre-installed Bang & Olufsen (B&O) Audio Control utility which by default does noise processing whenever Zoom is running, but is not under Zoom's control. Support indicated that the utility was monitoring for any online communication application (that uses audio input and output). Once we turned off all Noise Cancellation in the B&O utility my instrument is no longer suppressed when Zoom Original Sound is turned on.  I really appreciate the Zoom Support folks helping find the solution!