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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
Seems to be a firewall issue to me. Please ensure your Zoom phone ports are open on your firewall:
If this response helps, please accept the answer as an accepted solution, so others can benefit as well.
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.
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
Hope that helps