Reports of no audio for web sdk 1.8.0 and 1.8.3

[ativsoftware (Eric)]

We are getting reports that users can’t hear audio. 15-20 webinar attendees just today that we know of who reached out (out of several thousand).

There is no error message. Users have tried everything from restarting their computer, restarting their browser, ensuring they are on the latest version of Chrome and Safari, trying to connect to a bluetooth headset versus using their speakers, testing that other browser based audio works, etc.

Which version? 1.8.0 and also 1.8.3

Wish we could repro, but so far we couldn’t repro ourselves.

Screenshots

Device (please complete the following information):
latest versions of Chrome and Safari
Users are mostly in the USA, not using a VPN, mostly on Windows computers.

[PantherDeveloper (Gabe)]

Hey @ativsoftware

Thanks for using the dev forum!

If I read this correctly, the users in the zoom meeting are not able to hear the audio? This might be their internet connection, something interfering with the Bluetooth device, or maybe something is wrong with the speakers. Have you asked them that?

Gabe
@PantherDeveloper

[ativsoftware (Eric)]

Hi Gabe,
Yes, we have gone through all of these. The audio works fine on other web pages in their up to date browser outside of the Zoom Webinar running via the web SDK.

[PantherDeveloper (Gabe)]

Hi @ativsoftware

Thanks for responding.

Maybe there is a bug wrong in the code? Have you tried to look at their code or asked them to?

Gabe
@PantherDeveloper

[ativsoftware (Eric)]

Hi Gabe,
15-20 confirmed attendees out of several thousand were not able to hear audio. We are estimating that maybe 1% of attendees are affected (or more but they didn’t report it).
So the audio works fine for thousands but not for this 1+%.
These users are on the latest version of browsers, don’t have issues with audio on other webpages, use the same web SDK and web page as the other thousands of users who can hear audio.

[PantherDeveloper (Gabe)]

Hi @ativsoftware Thanks for responding. Although I am not a person who can change this, @tommy, @jon.zoom And some other staff member I forgot. Hopefully they can help you.

Gabe
@PantherDeveloper

[ativsoftware (Eric)]

Thank you Hopefully there is a solution.

[PantherDeveloper (Gabe)]

@ativsoftware Always glad to help

[alfonso.moscato (Alfonso)]

Hi, we have the same issue. We were able to reproduce it, and the only common issue we’ve been able to find is that CPU goes to 100% and this prevents audio to be reproduced.
Of course it’s only a guess.
Here there is a long thread on this issue:

Very high CPU load, audio/video problems for Web SDK

Hi, using your latest web SDK 1.7, we are getting very high CPU loads on our platforms. This was acceptable on our ‘stronger’ models, but is very bad on our ‘low-end’ model (nevertheless a 4x core Intel cpu i3-7100U CPU @ 2.40GHz), as video / audio begins stuttering and/or A/V is out of sync the zoom application is basically the only application running on the machine, occupying the CPU most of the time. if muting VIDEO from the local side (where we see the performnace problems / high cp…

@tommy has answered here that 1.90. will be released early next year.

[MaxM]

Hey @ativsoftware,

Thank you for reporting this. Can you please send the affected meeting IDs and a link to this thread to developersupport@zoom.us. That will help us see if this is related to the CPU load issue that @alfonso.moscato mentioned.

Thanks,
Max

[ativsoftware (Eric)]

Thank you, just sent you two of the meeting IDs to your email.
Greetings,
Silke

[MaxM]

Hey @ativsoftware,

Thank you for submitting those. We’ll continue the investigation in that thread.

Thanks,
Max