No longer see closed captions from phone in attendees

[chrisbaker]

I began noticing only this week that in all my Zoom meetings, I am only seeing closed captions of speakers who have joined from their devices via Zoom, but no closed captions are appearing, nor are being logged in the meeting transcripts, from users who have joined my meetings via the phone-in option?

I believe this was not the case as recently as last week.

I am hearing impaired and rely on CC's in all my meetings.

[AFFITOPs]

We've opened a ticket with Zoom support, we're having the same issue, and I flagged this post to them in my ticket. Fingers crosseed!

[SJU56321]

Please let me know if you receive a response or solution.

[AFFITOPs]

As you've seen below/above, updating was the solution. We had a MCI deployed version (6.1) which wasn't updating, so reinstalling  which updated us to 6.4.6 (64360) solved the caption issue.

[SJU56321]

Hi- I have noticed the same issue-please let me know if you hear anything or receive instructions on how to solve the issue.

[jhonmu689]

I am also facing the same issue. Anyone who can help me. Thanks

[hbd]

Seeing the same behavior, will follow this to see when it's resolved (hopefully soon)

[osys]

same issue here, please fix

[SJU56321]

All-we were told to update Zoom to newest version and that solved the problem for me.

[chrisbaker]

This sounds promising.  But what version were you on when it broke and what version did you upgrade to?

I was on 5.17.11 (34837) and when I clicked on update, it took me to 6.3.11 (60501) which released 2/28/2025.

But I then saw that there have been at least 6 newer versions out after 6.3.11 and the latest one I saw then was 6.4.6 (64360) that released 4/21/2025.  What I want to understand is why it raised me to 6.3.11 and not higher?  And NO, 6.3.11 did not fix the problem.

I am using a company laptop without admin access.  So I will need to have them update Zoom higher so I just want to know which one I should raise to before I ask our corp IT Helpdesk.  BTW: Has Zoom Support released any direction on all this?

[hbd]

Updating worked to get captions back, however the captions are not translating properly for non-english phone callers (either no captions or they're incorrectly transcribed as english). Does anyone know how to resolve this?

[chrisbaker]

@hbd  that is good to hear.  What version were you on and what version are you now on?  

[hbd · Accepted solution]

I am now on Version: 6.4.6 (53970) and I believe was previously on 6.3.11 (it was def 6.3.X)

[jhonmu689]

Amazing

[chrisbaker]

I too just updated from 6.3.11, (which I updated to last week from 5.17.11 but did not fix the issue) now to 6.4.6.  THAT FIXED my issue.  I can once again see Closed Caption from phone-in attendees!

Recap:  I went from being able to get closed captions and transcripts from all my attendees, be they using the Zoom app on their PC, Mac, smartphone.  And also if the attended by calling one of the call-in phone numbers as well.  But some time about 7-14 days ago, the closed caption failed to show for phone-in attendees only.

Now, with version 6.4.6, phone-in attendees are being seen in closed captions and transcripts again!

@hbd , I never had some in my meetings who spoke in non-English so I do not know if that was working 3 weeks ago.  I did try some high school Spanish, French and Arabic and they all came out as gibberish attempts to put out English words... Sorry.

[hbd]

Glad it's working again for you!

I created a new thread to look into the non-English phone caption translations. Thanks for helping verify.

https://community.zoom.com/t5/Zoom-Meetings/Translated-captions-broken-for-non-english-phone-callers...