Meeting audio not working on wired Plantronics headsets

[AinPDX]

Hello, my company is in the process of deploying Lenovo ThinkPad X1 Carbon gen 13 (model 21NT) across our enterprise, and we cannot get Zoom audio to work anymore on USB wired Plantronics headsets for those people who have the new laptops.  Normally I would chalk this up to the laptop since that's what's changed, but it's just audio and only in Zoom.  The headsets work fine for Windows system audio, work fine in Teams and other audio applications, and even the microphone works fine and records and plays back OK in Zoom if I select a different audio device to test with.

Things I have tried so far: updating the firmware on the headset (the one I'm testing with is a Plantronics Blackwire 3215, I'm not sure of the specific model others with the issue have but they're all similar models), updating all drivers and firmware on the laptop, updating Zoom.  I'm testing with Zoom 6.5.12.

Has anyone else encountered this issue?  I realize it's fairly narrow band but I'd prefer to not have to tell a bunch of people to go buy a different headset just because it doesn't work in Zoom anymore.

[Velina1]

I have the same issue.  I hope someone gives you a solution, I don't think I have any replies to my thread from last week.  I tried emailing/chat with tech support which was a total joke.  They just gave me ONE answer per day for over a week with nothing being resolved.  My wired headphones work with EVERYTHING else, just not Zoom meetings.  Fortunately, I have a 2nd laptop to do meetings with.  Do we normally get answers in the forum?  I hope so.

[MGSR]

Hello there, 

Welcome to the Zoom Community! We're glad to have you here.

Kindly check out this article for troubleshooting audio issues. If the issue persists after troubleshooting, kindly submit a ticket to our technical team for further assistance.

[Velina1]

I did submit  a ticket.  What a horrible experience.  After they missed 2 appointments with me, (that they set up) they still couldn't tell me why the audio didn't work through my headphones during testing or during an actual meeting.  But they did work when they sent a Zoom request and vice-sersa.  TS1983448 was the ticket.  As long as it works from here on out in actual meetings, I don't care if it doesn't work during a test before a meeting.

[dn512 · Accepted solution]

I found the problem.  There was some Dolby Effect Pack that affected the zoom audio output.  Once I disabled this, I could hear the audio from the test settings from Zoom.

Go to Sound Setting --> Output --> Select Headset [Plantronics model] --> Advanced Settings --> Audio enhancements Off

[AinPDX]

Thanks @dn512 that fixed it for me!  Nice find.

[Velina1]

Wow!! @dn512, that fixed it!!  I hope Zoom tech support sees this.  Thank you!!!

[ziipppp]

I had the exact same issue - Lenovo Carbon X1, with a Savi 740 from back in the day. The mic worked, but not the audio. The solution proposed of "turn off the dolby audio effects package" for the Plantronics headset worked perfectly! Thank you so much! I was losing my mind!