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No Incoming Audio - Zoom Phone

PKells
Newcomer
Newcomer

I am having an issue in my home office using Zoom Phone where I am not able to receive incoming audio.  This only happens with Zoom Phone, when I get on Zoom video calls incoming audio is fine.

 

The extremely strange thing is if I unplug Ethernet from my computer, so I am only on WiFi the audio problem goes away.

 

Fact everything is fine on Wi-Fi seems to indicate this isn't a firewall issue, but maybe a specific router port setting?  

 

This didn't start being an issue until I upgraded to a new Verizon router, model G3100.  I've configured this router the exact same way my previous Verizon router was configured, so I am at a loss.

 

Any suggestions that could cause this to be happening?

 

Zoom is on Version: 5.13.5 (12053)
ISP Router - G3100

Wireless Mesh Router - Amplifi HD

Wired Switch for all hard-wired devices - Extreme X435-24P-4S

 

 

3 REPLIES 3

sachinzoom
Community Champion | Employee
Community Champion | Employee

Hi there,

 

Seems to be a firewall issue to me. Please ensure your Zoom phone ports are open on your firewall:

 

https://support.zoom.us/hc/en-us/articles/201362683-Zoom-network-firewall-or-proxy-server-settings#h...

 

If this response helps, please accept the answer as an accepted solution, so others can benefit as well.

 

PKells
Newcomer
Newcomer

This was my initial thought as well when problem started, and did manually open these ports on my firewall...even though I didn't need to do so previously on older Verizon router.

 

But fact audio is fine when I'm on my WiFi, I don't believe its firewall related.

sachinzoom
Community Champion | Employee
Community Champion | Employee

Hello @PKells 

 

Is the issue resolved yet ? Meanwhile, you can try simulating calls over the ethernet connection and see the scores, that will give you a better understanding. This tool needs to be requested via a support ticket. Here is the article

 

https://support.zoom.us/hc/en-us/articles/7814027751821-Simulating-VoIP-calls-using-the-network-tool

 

Hope that helps