No Incoming Audio - Zoom Phone

[PKells]

I am having an issue in my home office using Zoom Phone where I am not able to receive incoming audio.  This only happens with Zoom Phone, when I get on Zoom video calls incoming audio is fine.

The extremely strange thing is if I unplug Ethernet from my computer, so I am only on WiFi the audio problem goes away.

Fact everything is fine on Wi-Fi seems to indicate this isn't a firewall issue, but maybe a specific router port setting?  

This didn't start being an issue until I upgraded to a new Verizon router, model G3100.  I've configured this router the exact same way my previous Verizon router was configured, so I am at a loss.

Any suggestions that could cause this to be happening?

Zoom is on Version: 5.13.5 (12053)
ISP Router - G3100

Wireless Mesh Router - Amplifi HD

Wired Switch for all hard-wired devices - Extreme X435-24P-4S

[sachinzoom]

Hi there,

Seems to be a firewall issue to me. Please ensure your Zoom phone ports are open on your firewall:

https://support.zoom.us/hc/en-us/articles/201362683-Zoom-network-firewall-or-proxy-server-settings#h...

If this response helps, please accept the answer as an accepted solution, so others can benefit as well.

[PKells]

This was my initial thought as well when problem started, and did manually open these ports on my firewall...even though I didn't need to do so previously on older Verizon router.

But fact audio is fine when I'm on my WiFi, I don't believe its firewall related.

[sachinzoom]

Hello @PKells 

Is the issue resolved yet ? Meanwhile, you can try simulating calls over the ethernet connection and see the scores, that will give you a better understanding. This tool needs to be requested via a support ticket. Here is the article

https://support.zoom.us/hc/en-us/articles/7814027751821-Simulating-VoIP-calls-using-the-network-tool

Hope that helps