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Windows 11 Sound issue Zoom 5.11.1

Forum|Forum|3 years ago
July 6, 2022
22 replies
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I was working with a customer who had a brand new Dell XPS 15 9520. They are experiencing a problem with audio as follows:

1. Audio works completely fine (mic and speakers) outside of Zoom

2. When joining a Zoom meeting through their Outlook calendar, Zoom seems to disable the audio devices altogether. Zoom says that it is unable to detect audio devices and to switch to another device. This issue persists after the meeting has ended and then the PC will not play any audio. The sound devices are still listed in the device manager.

3. When the PC is rebooted, the audio comes back. When starting a meeting from the Zoom desktop client, the problem does not occur. This seems to only occur when the meeting is joined via invite link on an Outlook calendar.

For troubleshooting:

1. Reinstalled Zoom desktop client and Zoom Outlook plugin from zoom.us

2. Uninstalled NVIDIA audio driver

3. Installed realtek audio driver 6.0.9285.1 from dell.com/support.

I have not seen this issue on any Windows 10 device that I support, only this Windows 11 system. Has anyone experienced something similar?

Best answer by kschne29

Thanks again so much Brandon. I called Dell support today and we were able (so far) to solve the problem. Here's how we did it, in case anyone else encounters the same problem:

here’s how we fixed it::

Control panel
Search: sound
Click manage audio devices
Select speakers and then click “properties”
Click on the advanced tab
Then under “signal enhancements” – uncheck “enable audio enhancements”
Hit apply

Will update this post if the fix doesn't hold, but hopefully this will work for anyone else too.

YaBoiB

Community Champion | Employee

Hello @JeremyJHU,

This is a pretty common issue here at Zoom when a new OS is incorporated into our software. I would check with NVIDIA on their page and see if they have a new driver for that system. Zoom uses some pretty aggressive compression algorithms to suppress outside noise in a Zoom meeting and we see from time to time that a new driver is needed when a system is updated to a new Windows or mac OS.

I hope that this helps.

Regards,

Brandon

K

kschne29

Newcomer

that's super helpful Brandon! we actually uninstalled the Nvidia driver because it isn't the sound system and we thought that was interfering, but it didn't fix the problem unfortunately. The softward is RealTek and we reinstalled the latest driver but that did not fix it. I will post the issue on their support page too, but is there anything that can be fixed on the zoom side?

Thanks!
-Kate

YaBoiB

Community Champion | Employee

Hi @kschne29,

I mean we can take logging from the machine and review the logs, but that has to be done through a Support Ticket to our Technical Support Engineers. If this does turn out to be a Zoom bug the Engineering team will fix it in the next release, but typically we find that it is the machine and not the Zoom software. We have extensive testing done by our QA team on all OS's before releasing it to the public. I am not seeing an uptick in Windows 11 issues at the moment on our side. This does look like a one off situation to me at this point.

That said, we are dedicated to delivering your user happiness and our team will work with you to get this resolved as soon as possible.

Kind Regards,

Brandon

A

AP2023

Newcomer

Hi Brandon,

Same problem with me, new Dell inspiron Windows 11. Zoom does not pick up audio from my keyboard, only my voice. Tried all kinds of ways to resolve it, now paying Dell service support to get it looked into. Sigh. Has Zoom made changes to its audio settings?

K

kschne29Answer

Newcomer

Thanks again so much Brandon. I called Dell support today and we were able (so far) to solve the problem. Here's how we did it, in case anyone else encounters the same problem:

here’s how we fixed it::

Control panel
Search: sound
Click manage audio devices
Select speakers and then click “properties”
Click on the advanced tab
Then under “signal enhancements” – uncheck “enable audio enhancements”
Hit apply

Will update this post if the fix doesn't hold, but hopefully this will work for anyone else too.

T

TimP1

Newcomer

Another thing to keep in mind: If you run anything like Dell's SupportAssist's Scan hardware, it will reset this to the default, and you'll have to uncheck it again.

T

TimP1

Newcomer

I also have a new XPS 15 9520. I'm having a similar issue with sound on Zoom. Everything seems to be fine until someone shares a screen that has sound like a video or music. Then I lose sound. If I go to select different speakers even though I don't have any it show another instance of the same Realtek speakers. Selecting it most of the time I have sound again. I made the change you suggested in the Control Panel. I will update this thread with how it goes.

T

TimP1

Newcomer

I was in a meeting tonight and I applied the steps that kschne29 posted in the Control Panel. It worked. I was in a meeting for over an hour with several videos shared and no issues. I hope it holds.

YaBoiB

Community Champion | Employee

Hello @TimP1 and @kschne29,

That is fantastic news. Thank you so much for sharing. Can one of you please hit the accepted solutions button on the bottom right-hand corner? What that button does is if another customer types in any keywords on the support page for Zoom, it will direct them to this thread.

I appreciate you listing the solution here. People often resolve the issue and do not tell us the fix. This information will help countless other users, and I thank you!

Best regards,

Brandon

T

TimP1

Newcomer

I would be happy to mark as accepted solution, but I don't see any such button anywhere on the page. I'm signed in.

K

kschne29

Newcomer

same

YaBoiB

Community Champion | Employee

Hello,

Thanks for letting me know. I will check with the moderators about this.

Brandon

YaBoiB

Community Champion | Employee

Hi @TimP1 & @kschne29,

Ok, only the author or a Community Champion or Moderator can use that button. I will go ahead and click the button on the author's behalf.

Thanks again,

Brandon

C

CrowFan

Newcomer

Hi - I have been having the same kind of issues. When speaking people seem ok, but when people start playing musical instruments everything seems to cancel each other out and I would get no sound or just an occasional random bit of static song sound. I was bugging Dell (XPS 17 9720) and they really had no idea what I was talking about. Hopefully the control panel solution will work. Thanks.

V

Velvet79

Newcomer

This is EXACTLY what's happening to me. Static and cancels out if other person talks

C

CrowFan

Newcomer

Ok me again. After messing around this all evening this is what I discovered. I recorded myself singing without my ukulele. And speaking. Sounded clear. Recorded myself WITH the ukulele and it cuts out, can barely hear a thing. So I must have to adjust something in Zoom? I was thinking it was my Dell. I have no idea! Please help. Thanks!