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2023-02-13 03:14 PM - edited 2023-02-14 06:35 AM
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
2023-02-13 03:24 PM
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.
2023-02-14 06:33 AM
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.
2023-03-10 03:57 PM
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