Zoom Audio major issue with Original sound for musicians

[sjmackinder]

When engaging Original sound for musicians to allow background sounds, this reverts back to full noise suppression without being requested and this can be a random time before this happens. I am running 6.3.6 which has now included an extra audio option - Live performance audio BETA. This has probably screwed the existing software, especially as this is a BETA version. Why has this not been tested fully, I need background sounds for Funeral Live Streaming so that people can hear music and hymns being sung, not any more!!!

[eyeris]

Same issue with my Zoom as well as all my students. Neither "original sound for musicians" nor "Live performance audio" pick up any piano sounds. 

[sjmackinder]

Have run further tests later in the day with a colleague and could NOT get this to happen again. Is this a Zoom capacity issue such that at peak times the fallback to full noise suppression is an attempt to limit overall system bandwidth usage?

[eyeris]

So your background noise is no longer suppressed with "original sound for musicians" on?

[sjmackinder]

With Original sound for Musicians set to on, this should open up all background sounds. I noticed yesterday that after switching this on, sounds were carrying through but at a random period this would switch off again. This was not indicated on the screen though, it was obvious when listening as a participant though.

[sjmackinder]

I have now engaged the help of the Zoom support team to investigate as this is easily reproduced. I have now tried 3 different capture devices all of which have the same result.

[MaryB2]

I can't understand why Zoom is not providing support for this! So discouraged and frustrated. Please let the community know of any solutions you find. Thanks.

[sjmackinder]

Another Zoom meeting with support on Wed at 8pm, will update afterwards

[eyeris]

One of my student’s audio fixed without having to do anything - there has been a Zoom update as well as a Windows update since the “blackout”.

For me, I tried about every Windows setting under the sun. What finally worked was going into Realtek Audio Console (your audio console will likely be different, find the audio console of your computer), then going into Recording Devices, then Settings, then finding “Microphone Effects” and selecting “off”. It will likely be a different path for you, but the key is turning off Microphone Effects in your Windows settings/consoles.  

[MGSR]

Hello Community Members! 

I'm sorry for the late response and the inconvenience you experienced. 

Please check if noise suppression is enabled natively on your device. For example, on a Windows PC, you can go to your sound settings, select your microphone, open the "Properties" window, navigate to the "Enhancements" tab, and uncheck the "Noise Suppression" option if it's enabled. You may need to check the settings of any external microphone or camera software you're using.

Please let us know if you need further assistance. 

[sjmackinder]

I am not using an internal micrphone on my PC, this is on an external Video system via a Full HD camera, a HD video mixer and wireless mics being connected to the camera

[MGSR]

Sorry the troubleshooting steps above didn’t resolve your issue. After reviewing your ticket, I see that our back-end support team is already assisting you and will provide more detailed guidance.

[eyeris]

This didn’t make a difference for me, but worth checking.

[DRbar]

I have had problems three times in the past month - When I click on "Original Sound for musicians" in the top right of the screen, Zoom has shut down. Audio settings indicate it is on, but I know it's not. People need to hear my piano, and nothing is audible, yet my speaking voice is clear.

Where do I contact Zoom Help?

[MGSR]

Hello @DRbar,

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

I’m sorry if the troubleshooting steps mentioned above did not work for you. More in-depth troubleshooting may be done by opening a ticket with our technical support team. 

Thank you, and have a good day.