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New Member
Lindsay Durand
New Member
February 23, 2026
Question

Cannot hear

  • February 23, 2026
  • 1 reply
  • 50 views

I can hear my phone ringing and I’ve also done the test speaker function, which I can hear but once I answer a call, they cannot hear me and I cannot hear them. I have test called other people so I know it’s not the client, it appears to be on my end. 

    1 reply

    E
    Community Super Champion | Partner
    Eliot
    Community Super Champion | Partner
    February 23, 2026

    hi ​@Lindsay Durand 

     

    Please let us know a little bit about your set up.  Are you using a physical desk top phone, a computer with zoom workplace app, or a mobile device such as a smart phone with the zoom workplace client?  What are you using for a microphone and speaker?

     

    Where do you hear your phone ringing, i.e. your mobile phone, your desktop computer, your physical desk phone?

     

    When you did test calls, did you first get a dial tone, did you hear ringing, and was anyone able to answer your calls? 

     

    When you receive calls, do you hearing ringing on your mobile device, etc., what happens when you try to answer?

     

    What zoom phone licenses such as unlimited US/Canada calling are assigned to your extension?

     

    In the meantime, please look at these support articles.

     

    Troubleshooting audio issues

    https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061902

     

    Testing device audio for Zoom Phone

    https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060154

     

    Troubleshooting speaker or microphone issues in the desktop app

    https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060836

     

    Troubleshooting speaker or microphone issues on your mobile device

    https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0066222

     

    thanks,  eliot

     

    L
    New Member
    Lindsay DurandAuthor
    New Member
    February 24, 2026

    Hi!

    I am using a laptop with the Zoom workplace app. I have a headset plugged into my laptop. When the phone rings, I can hear it through my headset. When I make a test call, there is no dial tone. They hear it ring on their end but then there is just silence. They cannot hear me and I cannot hear them. 

    E
    Community Super Champion | Partner
    Eliot
    Community Super Champion | Partner
    February 24, 2026

    hi ​@Lindsay Durand 

     

    Hi

    Please check to see if Zoom Phone recognizes your headset.   Please let me know brand and model of your headset.

    While in the Zoom Workplace app on your pc, click on your profile picture, click settings, click audio,

    Speaker - do you see your headset listed under speaker?  If your headset is listed, click Test Speaker.  Do your hear sample music?   (Also, you can adjust the volume).

    Microphone - do you see your headset listed under microphone?.  if not, click the down arrow to see if your headset is registered to Zoom but not selected.  If your headset is listed, click Test Microphone.  You can speak and whatever you speak will be played back.  Does the playback work?  (Also, you can adjust input volume or select auto adjust.)

    Some USB headsets need to have Automatically synch headset buttons selected.

    Supported USB HID devices for the Zoom Workplace client

    Some USB headsets have firmware that may need to updated.  Once I know headset brand and model, I can help.

     

    thanks, eliot

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