Service ticket to Zoom technical support

10/18/2021

Our church services have been shared with our congregation via Zoom each Sunday for the last year. We have consistently experienced audio drops that are typically .5 to 2 seconds in duration. This can occur up to 20 times per hour. This has become unacceptable, and we hope someone on the forum can help us.

More detail:

-Our internet upload connection from Spectrum is consistently 10 Mbps or greater

-Our Internet download is consistently 100 Mbps or greater.

-We use a managed Ubiquiti switch which monitors latency, and bandwidth utilization. Latency is typically under 30 Mbps. Percent utilization of internet ranges from 10% to 18%.

-We typically have from 1 to 2 Zoom sessions on our network during worship. One for live streaming the service; the other for screen sharing.

-We typically have from 20 to 30 Zoom participants each Sunday. We keep everyone muted except for the speaker.

-We use OBS to process our video/audio at church and feed that to Zoom. When we record the service using OBS we do not have any audio drops.

--Zoom recordings show the drops. (About 20 per hour).

-We get audio drops from participants outside the sanctuary as well as the feed from the sanctuary.

The problem is consistent in that it happens every week, from multiple zoom participants, it happens multiple times each service, and their duration is less than 2 seconds per occasion. We have the problem using both conferencing and webinar format.

The problem is inconsistent in that we do not see a pattern in the source of the drop (by participant) or the timing of the drop in terms of frequency or length,

Based on our observations, we hypothesize the problem is with our Zoom setup or possibly our Internet connection. However, we have no reason to attribute the drops to our Internet connection based on our testing.

A good example of this problem is from Sunday, October 14 from 8:30 am to 11:00 am. https://us02web.zoom.us/rec/share/gaNYpL_OOWI4jpA9SRhlO66GXxGlXpsi6gDzXrU_z9lrepdAuuALZoYc6wrMJUKn.ylAp_BJ01BglIx9V

Can you help us better understand the likely source of this problem? How can it be remedied? Are there settings in Zoom that would help?

We appreciate your help. Thank you.

Bob Steen, KUCC Tech team

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