We’ve recently observed a recurring issue with audio lag during some calls. Specifically, the customer is able to hear the agent, but the agent cannot hear the customer for approximately 45–90 seconds. While this doesn’t occur on every call, it has become more frequent in recent days.
We’ve checked the logs but couldn’t identify any anomalies, and the root cause remains unclear.
I can’t able to upload recording video here, so please get it from recordings by using below details.
Below are the details for a sample affected session: Session ID:yZ1CUJOBQLK9vDYz1zogBQ== Session Name:67d4a7e59b6d6cfbf3b83c13_1750953615423
This issue is negatively impacting our operations and customer experience. We request your urgent assistance in investigating and resolving this at the earliest.
This issue has occurred in my meetings as well all throughout June 2025, as well as frozen camera views. I am certain the problem lies with Zoom and not my internet connection or other possible reset on my laptop because this all began as soon as I renewed my subscription to Zoom in May 2025. Everything worked as perfectly as possible until the recent changes were put in place, and now I have lagging audio and frozen camera images. The latest frozen camera issue took place during all but the first few minutes of the meeting, then both the client and I were frozen. At the last minute, when I was ready to close the meeting (I had 2 URLs open, not more, simultaneously), my camera showed me speaking and making gestures I’d made during the meeting, but sped up by 100%, as if the camera suddenly catching up before closing down Zoom. These behaviors make me look very unprofessional and I do hope the Zoom developement/fixer team will be able to handle these problems immediately. Meanwhile, I will uninstall and reinstall the desktop app and see if this makes any difference. I tried it once and nothing new, hence my message here, but I’ll try again. Thanks, Karen S.
There was indeed a delay of over 40 seconds. The root cause is network instability, which triggered a reconnection of the datachannel between the Video SDK and the server. During the reconnection process, no data was transmitted.
We will improve this behavior on the server side to optimize the audio experience
I’d like to emphasize that a significant portion of our business relies heavily on the video call functionality. In other words, it directly impacts the core of our operations and overall business continuity. Ensuring stable and seamless communication is absolutely critical for us to maintain service quality and customer satisfaction.
Given the importance of this functionality, we would greatly appreciate it if you could share an estimated timeline for the resolution of this issue. Having clarity on the expected fix would help us plan and mitigate the impact on our end.
Additionally could you share any best practices or temporary workarounds and Confirm if there are any SDK-side configurations or network recommendations that could help prevent this in the short term.
Good day @vic.yang,
Is the mentioned fix regarding Audio lags in video call deployed ? If yes, should we need to do anything to get it reflected? If not, when it will be deployed ?
Thanks in Advance.
Thanks for the confirmation @vic.yang ,
Could you please let us know in which Video SDK version this fix has been released? It would be helpful if you could share a changelog or reference link related to this update. We’re currently using Video SDK version ^1.12.17—can you confirm if this version includes the fix?