Can't hear the music even the original audio is turned on

[trulyblossom]

I have online music classes for a long time. Suddenly, from this week, two students encountered the same issue during the class, which is that the setting to original audio does not stop Zoom from auto-suppressing the sound. I can't hear their their piano playing at all, and all background noise disappeared too.

I changed devices using a phone, iPad and Windows laptop, the issue persists. I'm sure it's not my receiving side's issue. It's the issue with the device of my students. They both use Apple products, iPhone and iPad. Is there an iPad upgrade that conflicts with the Zoom setting? Has anybody encountered the same issue as I did?

[storyhub · Accepted solution]

Original sound has to be switched on in 2 places.

On an iphone 

1. go to settings > audio and select original sound (this should be a one time selection)

2. After joining a meeting go to more(...)  then click enable original sound (this needs to be done everytime you join a meeting)

If this works please click accept as a solution.

[audio-troubles]

Hi. I have ASUS Vivobook, so no Apple product. Since some time ago I cannot hear music anymore during my Zoom meetings. All others do.  And today I found out that nobody could hear my comment although I unmuted Audio in Zoom.  I had Microsofts support, we checked; this an issue with Zoom.

[methers]

Same issue here.

We're testing using Zoom for teaching a musical instrument (bassoon!) remotely. We did this a lot during lockdown, generally without issues.

If the person playing the instrument is using a laptop (MacBook Pro) then it seems to work fine.

If the person playing the instrument is using an iPad or an iPhone then the instrument sound cuts in and out.

Original Sound definitely on at both ends! Without Original Sound being switched on the instrument sound cuts out entirely.

This appears to be a problem with the current version of Zoom for iPad and iPhone. It used to work … it would be great if it could be fixed.

Mark

[ericlarin]

I am a piano teacher and I have also started experiencing this within the last week or so.  The issue I am having mirrors @methers .

Please fix this asap or I may be forced to look at other options for virtual meetings.  Thank you!

Best regards,

Eric

[CL12]

I am having the same issue just the past week with my online fitness class. I am using the exact same setting as I have the past couple of years, which has always worked.   It's been just this past week that my students cannot hear me and the music, whereas it was never a problem.  None of my setting were changed.   Would like to hear from Zoom that this issue will be corrected.  

Thank you.

[storyhub]

Original sound has to be switched on in 2 places.

On an ipad

1. go to settings > audio and select original sound (this should be a one time selection)

2. After joining a meeting go to more(...) then click enable original sound (this needs to be done everytime you join a meeting)

If this works please click accept as a solution.

[ericlarin]

Hopefully, Zoom support works this out quickly.  I had no choice today but to go to another video conferencing app to conduct my lessons for students that have iPads and it worked for me, with no audio issues, or having to guide students through changing their background noise removal settings.  Zoom ought to get it together, because honestly, I had an easier time with the other app.

[trulyblossom]

Would you pls let me know which app u used? I have to temporarily use another app too.

[storyhub]

Original sound has to be switched on in 2 places.

On an ipad (or iphone)

1. go to settings > audio and select original sound (this should be a one time selection)

2. After joining a meeting go to more(...) then click enable original sound (this needs to be done everytime you join a meeting)

If this works please click accept as a solution.

[methers]

See my original post:

"Original Sound definitely on at both ends! Without Original Sound being switched on the instrument sound cuts out entirely."

We have used Zoom a lot for music teaching in past times (during COVID lockdown, in particular) and so are very familiar with how it should work. Unfortunately, at the moment it appears not to be working, on the iPhone and iPad apps at least.

We are considering what alternative services we could use, but haven't tried anything yet. Still hoping Zoom will come up with a fix!

Mark

[MGSR]

Hello @methers,

Kindly check if the native noise cancellation on the iOS is turned on. Navigate to Settings > Accessibility > Audio/Visual > Phone Noise Cancellation and toggle the feature off.

Let us know if this helps or if you need further assistance.

[trulyblossom]

I don’t have “phone noise cancellation” function. Do you mean the “add voice isolation” function?

[methers]

"Phone Noise Cancellation" doesn't appear for me either.

"Add Voice Isolation" is turned off.

All devices are up-to-date (iOS 18.5).

Thanks for the suggestion! But I suspect the issue is in Zoom, particularly as it used to work for so many of us.

Mark

[LDS1000]

Another case like the others here.  My wife has been using Zoom on an iPad for years for her remote music lessons. Approximately two weeks ago, with no change of settings on her part, this same issue is impacting her. Original Sound ON in Zoom AP and also in the meeting. Her teacher could not hear her play.  Ironically the "fix" was to use Zoom for image and an iphone for sound. The teacher could hear her paying (not super high quality, but it was the only way to do the lesson. This really does seem like a Zoom issue that is impacting many. 

[doclino]

I'm experiencing the exact same issue. It's quite frustrating, especially given the time and effort spent trying to resolve it. I would appreciate it if you could notify the community once this is fixed, as it has caused unexpected disruption for many of us.

[uubridge_host]

Yesterday I had a performance ruined by A) Zoom's DEFAULT setting of noise suppression and B) considering musical sound to be noise. I eventually set up a test rig and discovered that, as has been explained here, original or live sound has to be turned on in two places. What is not explained is: WHY? In addition, C) Zoom will completely shut off the sound without notifying anyone at either end that it is doing so. This is criminal. Zoom notifies me visually if I speak when muted. Why can it not do that when it's doing something much more critical? I'm looking at other solutions for our meeting software.

[MGSR]

Welcome to the Zoom Community, @uubridge_host! We're sorry for the inconvenience you experienced. If the suggestions above did not resolve your concern, kindly submit a ticket to our technical support team for further assistance with troubleshooting.