Problem listening to audio shared in videos in Zoom meetings

[Maros]

I'm having trouble hearing audio in videos shared in Zoom Meetings. I have an Acer Nitro V15 notebook, model ANV15 - 51 - 58AZ, Windows 11, using Zoom Workplace version 6.4.12. However, this problem with the audio has been happening for several versions now.

The problem is when someone shares a video on Zoom and it has audio, the music contained in the video is automatically cancelled, as if it were noise cancellation. Only the voice contained in the video, whether spoken or sung, that can be heard.

I've already checked audio processing settings on my notebook, and removed them all, but the problem continues. I updated zoom to the latest version, tested previous versions, but nothing changed. I looked here on the forum and saw that in one case they asked the host to remove the noise cancellation option in the audio settings if it had it. I made this modification, but I still have the problem.

I've also heard from some friends who use Zoom that this problem happened specifically on other notebook models like mine. But i have a feeling this might be a specific configuration in the notebook that I may not have encountered yet. Could anyone help me figure out how to fix this?

[storyhub · Accepted solution]

As an audio and broadcast engineer I can tell you that computer audio can be very complicated.

Turn off  Acer PurifiedVoice

If this works please click accept as a solution.

[Maros]

Finally, thank you. I didn't know Acer had a console for configuring audio treatment (noise cancellation). It was extremely quick and simple.

[Tanz]

Do you have any solutions for Mac users? I have the same issue when sharing videos. The music does not transfer through zoom.

[MGSR]

Hello @Tanz! Welcome to the Zoom Community! Kindly update your macOS and Zoom app to the latest version.