Audio Cuts Out Intermittently

[corydeburd]

I'm hoping someone can advise me on how to troubleshoot an audio issue. 

I have an issue where every so often my Zoom audio will cut out for 1-3 seconds although the video continues. While not frequent, it means I can miss key pieces of information.

(a) This is not a standard connectivity issue -- the video continues without lagging or interruption

(b) This is not a standard speaker/audio source issue -- it lasts only a few seconds and it does not occur on other programs, only on Zoom

(c) This is not an issue with the speaker's audio -- it occurs across a range of meetings I'm in and I'm the only one who experiences the loss

What can I do to troubleshoot?

[RN]

Hey @corydeburd have you tried to Testing audio before Zoom Meetings and seeing if your microphone is cutting out in the playback when testing? Have you been Managing any advanced audio settings that may have been messing with your input audio? Let's start there! Looking forward to your reply! 

[corydeburd]

Thanks for this

• There are no issues during audio testing
• However, the actual audio issue affects < 1% of audio, so perhaps a few seconds of dropped audio in a half hour call. I have not tried to run the testing for 30 minutes or so
• Both the advanced options are set to "auto"

Let me know what you recommend

[RN]

@corydeburd gotcha, can you share whether you are using windows or mac? Thinking we could try updating audio drivers. And, are you using any external speaker/microphone? Or are they internal microphone/speaker (same as system) option? 

[corydeburd]

Answers

• Windows
• Sometimes external, headphones
• I can try updating the drivers

Questions

• I can update the drivers
• If the problem persists, would it be appropriate to re-post here? It's a long-standing issue so not sure this will fix it but I can try
• Is there anything else I can try?

[RN]

Hey @corydeburd yes, let me know if updating your audio drivers to what's available at the Windows system level and suggested when updating your audio drivers. 

[corydeburd]

OK got it. I will try this. It may be a while before I can confirm whether this helped or not because it requires a long meeting to test. But I will come back to this thread eventually with the result.

To be honest, I'm a bit skeptical of it being an audio driver issue as no other programs are affected so this seems like a bit of a Hail Mary, so if you have anything else in mind, that would be great and I can try both.

[RN]

@corydeburd lets try that! If not, we can try to Run CleanZoom to remove Zoom completely - which including any configuration files, run CleanZoom on your device.

1. Download and run CleanZoom.
   Note: Use of the clean uninstaller will completely remove the Zoom desktop client, as well as the Zoom plugin for Outlook. The Outlook add-in, Chrome/Firefox extensions, and Google Workspace add-on are unaffected.
2. Once completed, download Zoom from our download center and reinstall. 

[Keff]

Throwing my name into the mix. I've had a similar problem in my last two Zoom calls, both w/ 5+ participants. Exactly every 6 seconds, the screen freezes for about 1/2 a second. Some of those freezes cause me to miss a key word or phrase, so it's extremely frustrating. Any thoughts?

[corydeburd]

After a few months of testing, I can confirm neither updating the drivers nor reinstalling Zoom helped. I did notice the issue primarily occurs in group calls.

Can you/anyone suggest a diagnostic?

[StellaF]

hoping you get a reply to this!  I am having exactly the same problem.  I have done all the above, got a new laptop and upgraded my internet service.  Still loosing audio intermittently on group calls. 

[StellaF]

I also see that there are almost 1000 people who have viewed your topic.  Seems we are not alone. ZOOM I hope you can help!

[corydeburd]

Yes, I really hope it can be looked into other than the "try all the generic solutions of reinstalling etc."

[scottprenda]

I've had the same issue for almost 3 years. It's usually in group calls and happens about 1-2% of the time. 

[LimorP]

I've been experiencing the exact same problem in the past year. Very frustrating...
Zoom audio will cut out for 1-3 seconds although the video continues.
Sometimes it will sound as if the speaker is backing away from the microphone, but I see he is not moving away at all.
I have Windows on my laptop.
I would appreciate any assistance.

[laurinkdavis]

We are having the same issue, but just started. 2 different laptops, one Mac and one Windows. 

[MGSR]

Hello there!

If your meeting was recorded, kindly check the recording if the audio is also distorted there. If there are no issues with the audio on the recording, there is a high chance that the issue is due to fluctuating internet connection.

If you need further assistance, please let us know. 

[LimorP]

thanks however the meeting was not recorded

This problem happens quite frequently, and I didn't experience internet connections issues in that past year since I was connected to optical cables.

What else can I do/check/try...?

[Keso]

I also experienced intermittent 1-3 sec audio cutouts. In short, there's a good chance that restarting network devices (router, switcher, etc.) can solve the issue, especially if you see a message saying something like the Internet connection is unstable on Zoom.

[LimorP]

thanks however this is not my situation - I have upgraded to a very fast and stable internet connection a year ago, and I don't get this messaged you have mentioned (which i did see in the past)

[Keso]

My previous post was meant for anyone in a situation similar to mine, not specifically for you. It's important to note that regardless of the quality of the network provided by your ISP, the network can be unstable due to the network devices installed in your house. Most home-use network devices are not designed to reliably handle large amounts of streaming data over long periods of time.

[Aniss33]

I'm having the same issue. Using Macbook. No problem with sound as if I cal people using FaceTime it doesn't occur. I've updated all drivers. It's quite bothersome for the people on the other end who sometimes miss bits and pieces of what I am saying... Any solutions found ?

[skip-skip]

I’m having the same problem as well. I tried my Zoom meetings with ipad, ipad Pro, imac, NEC Lavie (Windows) and encounter the same problem. I changed my headsets and used four different types. I don’t notice it on One on One meetings, and It seems to happen when there are more than five people joining the meeting. When there are more than ten people, the audio cuts out every 1 minute to 2 minutes for 2 to 3 seconds. Can’t be sure but it happens less when I am NOT on mute. But it is a serious problem, nonetheless! Would be so so grateful if anyone can tell me how to solve this issue. Thanx. 

[MGSR]

Hello there,

I'm sorry for the late response and the inconvenience. 

Kindly follow the troubleshooting steps for audio issues outlined in this article.

If it does not solve your concern, please let us know.

[LimorP]

Thanks however this article (which I have read carefully) doesn't address my issue.

Please advise what else can be done.

[Aniss33]

I'm starting to get an idea. I didn't sed to have this with my previous computer. I tried this morning as I was having a meeting and kept hearing from other that my sound was getting choppy so I used my old computer and it was better for them I Compared Zoom versions : Old computer (where I have no sound issues : using Zoom US version 5.17.11. On my new computer I have Zoom Workplace version 6.1.11. Could this explain it ?

[Cleo13]

I strongly think this is the issue

[fmusername]

We are having the same problem occurring.  Repeatedly cutting out.  Tests fine and works on other programs fine.  Brand new computers with Windows 11 Pro.

[Cleo13]

Did anyone find a solution? Zoom please fix this.

[joshbressers]

This has started to affect my system unexpectedly (I've replaced a bunch of network gear assuming that was the problem, it's not, but I do have some nice new gear)

Something I've noticed is that it only happens when my microphone is muted in Zoom. As soon as I unmute, the audio comes back. And if I leave the microphone unmuted, the audio doesn't cut out.

[vTrex]

Same here since 2 days. Tried nearly everything. Audio disrupts every x seconds for 1-2 seconds, sometimes longer with message "unstable internet connection" . Is there an injection software working from Zoom? Any suggestions or support from the Zoom Team?

[ST72]

The problem is the new Zoom Workplace.
I never had any sound trouble with the old Zoom regardless of how many open windows I had on my Microsoft Edge but with the Zoom Workplace, the sound cuts out whenever I open a new window on my browser.
They always have to come out with new ideas which doesn't work.
What a shame.