Audio Receive Packet Loss

[garethuston]

I have users that are experiencing poor audio quality when in Zoom meeting (video works just fine).  Looking at the audio network tests, the users are seeing anywhere between 20-70% receive packet loss.  I cannot figure out why this amount of packets would be dropped coming into the workstations.  Teams and GoTo meetings are perfectly clear.  

We utilize Fortigates running 7.2.4 and have created policies that are not performing app control, deep inspection, etc.  We also have Cloud Genix SD-WAN devices running 6.0.1 and I have created a policy forcing all Zoom traffic out a single connection. We still receive the 20-70% packet loss and it appears to be only when using Zoom meetings.  

Has anyone else experienced similar issues?  Any help/suggestions would be great. 

[PatrickT]

Every few minutes I get near complete packet loss for a few seconds. Video suffers no loss. The captions often pick up the lost words.

I'm gonna try to update my Zoom version.

[tjfontaine]

I have recently been getting this issue as well, no other packet loss on the network -- just missing inbound audio. MacOS Sequoia 15.0.1 on an M1 MBP

[Keywan]

Seeing the same issue on MacOS Sequoia 15.1 as well

[CarlaA]

Hello community members! Thank you for reporting the issue you are experiencing with MacOS Sequoia 15.0.1 and 15.1. I have relayed this information to our engineers and will follow up when I hear more. Thank you! 

[DerekRed]

Hi - chiming in to say I'm also seeing this issue since the update to MacOS 15.1, and am running Zoom 6.2.10. No other applications seem to be affected. It is present in both the webapp and the desktop app, and occurs for multiple audio output devices and network connections.

[PatrickT]

I'm running Windows 11, seeing the same audio packet loss.

[anonymous6]

Seeing the same issue here, tried updating Zoom to the latest version (6.2.11) and I'm on MacOS Sequoia 15.1.1. There's heavy packet loss and the audio just drops over half the time.

[MGSR]

Hello @anonymous6,

Welcome to the Zoom Community! I'm sorry for the late response.

Our technical team has acknowledged this issue and is actively working on a solution.

We do not have an estimated time when it will be fixed, but we will update you on this thread once we have the information.

For now, thank you for your patience and understanding.

[anonymous6]

Apple has apparently fixed this in the 15.2 Public Beta:

• (RC2) Resolved an issue where UDP packets were dropped when using the built-in firewall and at least one other Network Extension content filter. These packet drops could affect any application that uses UDP including video conferencing apps, DNS resolution, and browsing the web using QUIC.

[DerekRed]

I just updated to 15.2 and it does seem to have fixed the issue so far. I don't see any mention of this in the release notes though; where did you get that snippet from, anonymous6?

[anonymous6]

Appleseed release notes

[MGSR]

Thank you for sharing this; we're glad that this has resolved your concern. We greatly appreciate your contribution to the community!