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5.11.3 upgrade, now zoom does not hear microphone

Sollner01773
Listener

I have two MacAir platforms that were working fine with Zoom. But then the 5.11.3 upgrade occurred a few weeks ago, and now both no longer have any microphone coming through Zoom. iOS systems are OS X El Capitan 10.11.6 (old, I know, but the latest that MacAir can use) and Monterey 10.11.6 (current). Opening System Preferences/Sound shows that both have working microphones, but Zoom audio test does not see any level in or put them through to Zoom output. I have checked that Zoom has permission to use the mikes. I have uninstalled Zoom, restarted, reinstalled Zoom, all to no avail. There are no  apps other than Zoom and Finder running. There is no antivirus software running. The Firewall is off.

 

All was well before update 5.11.3. I have found no way to downgrade to an earlier version. Can anyone help?

1 ACCEPTED SOLUTION

I finally found a solution, which might work for other Zoom issues. Since I had been using 5.8.0 to get around this problem, I was concerned when Bort posted that, in November, version 5.8.6 or higher would be required. So, I asked Bort what to do. He at first suggested that I start a ticket. I explained that I didn't seem to be able to start a ticket, because next to the ticket button is a statement that Basic and Pro users can only submit tickets for billing issues(!).  Bort took pity on me and submitted a ticket on my behalf. Within a day Andrew H. got back to me with the following instructions:

... from Zoom Support ...

On both of these Mac's go to your desktop.
Click on the 'Go' option in the top left hand Mac menu.
Hold down the option key and select 'Library'
Open the folder 'Application Support'
Delete any folders in here titled 'Zoom'
Go to Applications in your finder and make sure Zoom is missing, if it's still here delete it.
 
Next, reinstall from zoom.us/support/download
Open System Preferences and then Security and Privacy.
Make sure Zoom is checked on for Camera, Mic, and Screen Recording.

... end Zoom Support...

In addition, I used the Finder/Go/Go to Folder command to look in all the following and remove anything with Zoom in the title:

  • ~/Library/Caches
  • ~/Library/Logs
  • ~/Library/Cookies
  • ~/Library/Saved Application State

There were a few, though I'm not sure how important this step is. Then I emptied the trash, restarted, and followed the reinstall instruction above.

This did the trick! These actions get rid of files that may be corrupted, though since both my Mac Airs had the problem, it's more likely that some of the remnants of earlier installations were incompatible with 5.11.3 and following.

I also asked Andrew H. if it's really true that I can't submit a ticket as a Pro member. No response yet.

 

View solution in original post

3 REPLIES 3

Sollner01773
Listener

First the bad news: version 5.11.5 shows the same issue.

Then the good news: I found a version 5.8.0 in my downloads that handles microphones just fine!

No thanks to Zoom, though. Let's hope they fix this issue before they require versions newer than 5.8.0 to log in, as they have versions 4.x.x. Zoom support is nonexistent, even for Zoom Pro users like me.

I really have no idea why other Mac Air users are not reporting this issue, since it shows up on both of mine. Maybe they have just given up on Zoom support. Driving me mad, it was.

Sollner01773
Listener

5.11.6 still does not recognize any microphone! 5.8.0 still works fine.

I seem to be talking to myself here. Is there no Zoom guru who can help?

I finally found a solution, which might work for other Zoom issues. Since I had been using 5.8.0 to get around this problem, I was concerned when Bort posted that, in November, version 5.8.6 or higher would be required. So, I asked Bort what to do. He at first suggested that I start a ticket. I explained that I didn't seem to be able to start a ticket, because next to the ticket button is a statement that Basic and Pro users can only submit tickets for billing issues(!).  Bort took pity on me and submitted a ticket on my behalf. Within a day Andrew H. got back to me with the following instructions:

... from Zoom Support ...

On both of these Mac's go to your desktop.
Click on the 'Go' option in the top left hand Mac menu.
Hold down the option key and select 'Library'
Open the folder 'Application Support'
Delete any folders in here titled 'Zoom'
Go to Applications in your finder and make sure Zoom is missing, if it's still here delete it.
 
Next, reinstall from zoom.us/support/download
Open System Preferences and then Security and Privacy.
Make sure Zoom is checked on for Camera, Mic, and Screen Recording.

... end Zoom Support...

In addition, I used the Finder/Go/Go to Folder command to look in all the following and remove anything with Zoom in the title:

  • ~/Library/Caches
  • ~/Library/Logs
  • ~/Library/Cookies
  • ~/Library/Saved Application State

There were a few, though I'm not sure how important this step is. Then I emptied the trash, restarted, and followed the reinstall instruction above.

This did the trick! These actions get rid of files that may be corrupted, though since both my Mac Airs had the problem, it's more likely that some of the remnants of earlier installations were incompatible with 5.11.3 and following.

I also asked Andrew H. if it's really true that I can't submit a ticket as a Pro member. No response yet.