Audio cuts out/gets choppy when I go on mute. Unstable Internet Connection. | Community
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Newcomer
December 21, 2021
Question

Audio cuts out/gets choppy when I go on mute. Unstable Internet Connection.

  • December 21, 2021
  • 15 replies
  • 1 view

When I am on a Zoom conference call (number of participants does not matter) and I put myself on mute, the audio I hear from other participants starts cutting out. I get 2-3 seconds of audio and then 3-5 seconds of nothing. I also get an "Unstable internet connection" notification at some point. However, as soon as I unmute myself, everything is fine and goes back to normal.

Both my wife and I are on different computers (me a MacBook Pro, she a Windows 10 laptop) and are experiencing this problem. Not using VPN. Makes no difference if I am hardwired or using WiFi.

Seems to be a known issue:

Some people seem to have luck "solving" this problem by using a VPN. I've also tried the noise suppression and signal processing options.

This started recently... like a week ago. I've made no change to my operating system or home network. I have 1 Gig with CenturyLink. Have run speed tests when this happens and have great bandwidth (e.g. 850 down and 960 up).

Help!

    15 replies

    Newcomer
    July 22, 2022

    Another person reporting in to say I'm hitting this too -- and on a paid Zoom subscription with a two year old Mac, too. Came out of nowhere a month or so ago, and it took me a minute to realize it was the mute that was triggering the fake "unstable connection." Internet is otherwise very fast, no problems with other streaming/conference apps, and even no problem with Zoom provided I don't mute my audio.  Super weird -- and it would be great if this was addressed in an update or otherwise solvable.

    Newcomer
    July 22, 2022

    See my Update I just posted in this thread.  I solved the issue by updating my firmware and re-booting my wireless router.

     

    Hope this helps.

    Newcomer
    July 28, 2022

    Wow, this seems to have solved it! Thanks so much for the heads up!

    Newcomer
    March 8, 2024

    It is 2024 and the problem is still a thing. What a nuisance! I will try the router reset.

    Newcomer
    August 12, 2024

    August 2024 and this issue is still ongoing at my end. Router resets don't help. This is an issue deep within Zoom's software that they need to address.

    Newcomer
    August 12, 2024

    I agree with many comments regarding there is something inherently wrong with the Zoom's SW to be causing this issue as it only happens to Zoom meetings and no other web conference meetings.  Updating the wireless- router/modem Firmware and Resetting it seems to help most people.  But to check if your router is the issue, I would bypass it and connect directly to the modem (hardwired to modem), this may give you a clue if your wireless router portion is the direct cause of this issue (keeping in mind to make sure you have the latest SW/FW updates).  I was using a high-tech gaming wireless router ASUS at the time I made my original post thinking it was a better router than my internet providers, but it caused many issues for many wireless devices in my home.  For instance, I was having video connection issues with my security cameras even though I solve the Zoom issue.  So, I did a little experiment and decided to rent my wireless router/modem from my internet provider (Xfinity) to see if my security camera connection issues went away...as I never or remember having issues in the past using provider routers until I got my own router to avoid rental fees (tyring to save a few bucks).  By using the internet provider router, I will always get SW updates pushed by my provider without my intervention and when I call about internet issues to Xfinity, they don't give me the runaround about I am not using their router so they can't really help address my connection issues...yada...yada...yada.  The RESULT, I don't have connection issues anymore with Zoom or with my security cameras and all these problems are in the past for me (2-years now).  Could all this be a conspiracy theory?...probably, but in today's world, my eyes are fairly wide open.  Just my two cents.   Good Luck!

    Newcomer
    October 8, 2024

    I'm on macOS and resolved this by using MuteKey – it seems that if you have another application mute the microphone, and have zoom believe the microphone is _unmuted_, the bug doesn't happen (audio doesn't clip the first second or so)