No audio when put on hold

[FortayEng]

I have a user that when he makes a call (internally or externally) he can't hear the call dialing. He also can't hear any music when he is put on hold. If he changes his audio device to use the internal speakers of the laptop the audio is fine. This is the second laptop this has happened too. To clarify there is no issue when speaking to the end user. Both sides can be heard clearly. It is only when he is put on hold he does not hear audio.

We have tried a different laptop. Different Headsets using different connection methods. Type C, USB2 and bluetooth. All give the same issue.

Im hoping someone else has come accross this issue and may be able to help 🙂

[daphnebartal]

Hi FortayEng,

This sounds like an unusual issue! It's good you've tried different laptops and headsets. Have you checked the user's Zoom settings specifically for "In-meeting sound"? There might be a setting affecting hold music that's separate from the regular call audio.

Here's where to find it:

• Open the Zoom desktop client.
• Click on your profile picture in the top right corner.
• Select "Settings."
• Go to "Audio."
• Under "In-Meeting Sound," check "Play sound when joining a meeting" and "Play hold music when on hold."

Let us know if this helps!

[VisTheBest]

Same, I really hope they fix this soon.

[FortayEng]

Are you experincing the issue using windows 11? and also are you by chance using a ASUS laptop?

[FortayEng]

Unfortunatley I don't have those settings within my Client. I wonder if that is a regional setting.

[FortayEng]

This issue has now developed and I have figured out that this issue seems to happen on Asus Laptops. Currently we have 3 of them and all are experiencing the exact same issue.

[FortayEng · Accepted solution]

This issue turns out to be very common. Anyone with an Asus laptop and you are experiencing these issues uninstall the ASUS utility tool and it should solve the problem.