Logitech headset Mac OS and latest Zoom update bug

[fcolina]

The latest update (January 2022) to Zoom appears to be incompatible with my Logitech headset.  The update made it so that if I went into preferences and tried to test my sound, I would hear a loud, repeating clicking sound.  This also happened when I joined a call and unmuted my microphone.  I use OS High Sierra and had to downgrade to Zoom version 5.8.4 (2421) to fix the problem.  I tried a different Logitech headset thinking that was the problem, but the problem persisted.  Only rolling back the update fixed the problem.  The latest update introduced a bug.

[CarlaA · Accepted solution]

Hi @fcolina. Thank you for your contribution to the Zoom Community!

Let's start with some basic troubleshooting. Please follow the steps below.

Run the CleanZoom application in the attachments, and then restart your computer when it's finished. Once done restarting please visit this link https://zoom.us/support/download this will automatically download the newest version for you. 

Also, I would like to share with you the list of supported Logitech devices. 

Logitech

Headsets

• H820e (wireless)
• H570e 
• Zone (wireless)
• P710e
• Zone Wired

Webcams

• C930e
• Brio
• PTZ Pro

Speakerphones

• P710e

You can also check this link https://support.zoom.us/hc/en-us/articles/360026690212#h_bab3f1ce-4d47-40f0-975c-8728d49b2998 for more information. 

Please let me know if reinstalling, then checking the settings under Audio in the Zoom Client helps! 

Zoom Community Team

[CarlaA · Accepted solution]

Hi @fcolina. Thank you for your contribution to the Zoom Community!

Let's start with some basic troubleshooting. Please follow the steps below.

Run the CleanZoom application in the attachments, and then restart your computer when it's finished. Once done restarting please visit this link https://zoom.us/support/download this will automatically download the newest version for you. 

Also, I would like to share with you the list of supported Logitech devices. 

Logitech

Headsets

• H820e (wireless)
• H570e 
• Zone (wireless)
• P710e
• Zone Wired

Webcams

• C930e
• Brio
• PTZ Pro

Speakerphones

• P710e

You can also check this link https://support.zoom.us/hc/en-us/articles/360026690212#h_bab3f1ce-4d47-40f0-975c-8728d49b2998 for more information. 

Please let me know if reinstalling, then checking the settings under Audio in the Zoom Client helps! 

Zoom Community Team

[lfalquet]

Dear CarlaA,

I have the exact same issue as fcolina above.

My headset is an USB headset Logitech H390. It was working fine on my iMac with Catalina installed until I upgraded to the latest Zoom version: 5.9.3 (4239).

I tried unsuccessfully to reinstall Zoom as you suggested.

However, the same headset works perfectly fine on my MacBook Air but with a previous version of Zoom: 5.8.1 (1983) 

This is clearly an issue of the new version of Zoom.

Please help us!

Best greetings,
Laurent Falquet

[CarlaA]

Hi @lfalquet and @fcolina,

Sorry to hear that did not do the trick! Have you also updated your MacOS? 

[lfalquet]

Hi @CarlaA,

The MacOS version has no impact. The Zoom version is responsible for the issue.

The USB headset works also perfectly well with other similar software (e.g., MSTeams, Skype).

I would like to downgrade my Zoom back to 5.8.1. How can I do that?

Best greetings,

Laurent

[tamber]

Was there ever a solution found for this problem?  I'm experiencing the same problem on a Mac sierra OS - and it's specific to zoom. My headphones work with all other applications.  I tried to do the OP's suggestion of reverting Zoom to an earlier version, but Zoom doesn't allow me to sign on with that version

[fcolina]

You may try going to the highest version that will allow you to sign into Zoom that also doesn't have the problem.  You may also want to update the Mac OS to High Sierra, or whatever the highest OS that is supported by your hardware.

[lfalquet]

Dear tamber,

The only solution I found is simply to reboot the Mac when the issue occurs.

After reboot the headset works fine with Zoom for a while.

It is reappearing from time to time, so regular reboots are necessary.

I hope this helps.

Best regards,

Laurent

[fcolina]

I inadvertently clicked that the solution had been helpful.  It was not.  I'm still using Zoom Version: 5.8.4 (2421) and cannot update because of this problem.  The list of headsets, of course, cannot be comprehensive.  My headset works fine with Zoom 5.8.4, it should work fine with whatever update.  This is not an end-user problem, this is a Zoom quality control problem.

[fcolina · Accepted solution]

Since the solution appears to be to revert to the earlier version, version 5.8.4 (and others) are available at:

https://zoom.en.uptodown.com/mac/versions

[lfalquet]

Dear fcolina,

Thanks a lot! This solves my issue.

By installing and testing various versions, I managed to narrow down to the version that creates the problem. 

Everything works fine up to version 5.8.6 (Nov 29, 2021) and the sounds is broken starting from version 5.9 (Dec 21, 2021). This might help the Zoom developer team to identify the change that was applied to the USB treatment.

Cheers

Laurent

[UberJumper]

I'm also having this problem in Windows 10 with a Logitech G433 Gaming headset (that works just fine with past versions of Zoom, Current versions of Teams, etc).

When will Zoom address this?

Edit:  Found a workaround for Windows 10.  In Zoom's Audio options, click "Advanced" at the bottom.  For "Signal Processing by Windows Audio device drivers" switch to "OFF (Windows RAW)"