# Users can't hear each other **URL:** \ **Category:** Web\ **Created:** [March 13, 2025, 6:23pm UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869 "2025-03-13T18:23:48Z")\ **Posts on this page:** 19\ **Page:** 1
**Author:** ![baraky](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/baraky/32/65492_2.png) [@baraky](https://devforum.zoom.us/u/baraky)\ **Post date:** [March 13, 2025, 6:23pm UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/1 "2025-03-13T18:23:48Z")
Hello Zoom team, On our project, we’re having a lot of issues with audio. Most of the times, one user can’t hear the other. This happened on the session `ojbKoIEvQ7izSixrUOlmtA==`. For more context, before this interaction, there’s a page confirming the permissions and another one with the preview for the meeting. We’re now using the version 2.1.10 of the @zoom/videosdk. How can we proceed? Thank you. ---
**Author:** ![baraky](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/baraky/32/65492_2.png) [@baraky](https://devforum.zoom.us/u/baraky)\ **Post date:** [March 13, 2025, 8:20pm UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/2 "2025-03-13T20:20:43Z")
Happened again on session `cQSki/gaSF64T9j/CJib1Q==` after user joins using the camera ---
**Author:** ![alexm](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/alexm/32/67701_2.png) [@alexm](https://devforum.zoom.us/u/alexm)\ **Post date:** [March 13, 2025, 11:56pm UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/3 "2025-03-13T23:56:21Z")
Hey @baraky I’ve clocked you have made several posts about Video SDK issues and I’m wondering if it’s a matter of configuring the correct `geo_region` in your JWT request. See the documentation [here](https://developers.zoom.us/docs/video-sdk/auth/). Let me know if this helps. ---
**Author:** ![baraky](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/baraky/32/65492_2.png) [@baraky](https://devforum.zoom.us/u/baraky)\ **Post date:** [March 14, 2025, 1:00am UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/4 "2025-03-14T01:00:30Z")
@alexm Thank you! I’ll force it to the customer’s country, since all our issues are happening only with users located in the US, which is not the country I’m located. When not provided, do you know which country it defaults to? Thank you again. ---
**Author:** ![alexm](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/alexm/32/67701_2.png) [@alexm](https://devforum.zoom.us/u/alexm)\ **Post date:** [March 14, 2025, 2:35am UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/5 "2025-03-14T02:35:35Z")
That’s a good question and it doesn’t appear documented, so I can only assume it’s within the region where your account is registered. I’d be curious to see if forcing the region works to solve a bunch of your issues. ---
**Author:** ![vic.yang](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/vic.yang/32/24656_2.png) [@vic.yang](https://devforum.zoom.us/u/vic.yang)\ **Post date:** [March 14, 2025, 6:27am UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/6 "2025-03-14T06:27:55Z")
Hey @baraky Thanks for your feedback. > ojbKoIEvQ7izSixrUOlmtA== > cQSki/gaSF64T9j/CJib1Q== We found that users in the session using Video SDK Web didn’t encounter obvious issues. However, there was one user using the Native SDK who didn’t join audio. Are you referring to this user? By the way, we found that there is a user in the session who is bound to a PSTN call. Is it this user’s audio that has an issue? Thanks Vic ---
**Author:** ![baraky](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/baraky/32/65492_2.png) [@baraky](https://devforum.zoom.us/u/baraky)\ **Post date:** [March 14, 2025, 11:46am UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/7 "2025-03-14T11:46:39Z")
Hi @vic.yang, The only ways to access our meetings are through our web portal (using VideoSDK) or via an invite through a phone call. I’m unsure how someone could have used the Native SDK in this case. Regarding the session with a user bound to a PSTN call, the issue occurred after the call ended, and the same user joined using our web application. Could you confirm Alex’s theory? Also, do you know what the default country is when the `geo_regions` value is not provided? Thank you! ---
**Author:** ![vic.yang](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/vic.yang/32/24656_2.png) [@vic.yang](https://devforum.zoom.us/u/vic.yang)\ **Post date:** [March 14, 2025, 2:06pm UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/8 "2025-03-14T14:06:38Z")
Hi @baraky > Could you confirm Alex’s theory? Also, do you know what the default country is when the `geo_regions` value is not provided? Not setting `geo_regions` does not affect joining a session. Zoom has data centers deployed globally, and by default, we will connect to the data center with the fastest response time. Thanks Vic ---
**Author:** ![baraky](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/baraky/32/65492_2.png) [@baraky](https://devforum.zoom.us/u/baraky)\ **Post date:** [March 14, 2025, 6:01pm UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/9 "2025-03-14T18:01:19Z")
Hello @vic.yang Thank you for the confirmation, but this means that’s not the reason. Is it possible that the microphone is just muted? Thank you ---
**Author:** ![baraky](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/baraky/32/65492_2.png) [@baraky](https://devforum.zoom.us/u/baraky)\ **Post date:** [March 15, 2025, 11:52am UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/10 "2025-03-15T11:52:00Z")
Hi @vic.yang It happened again on the session `DSl0Nh6OSEOnExPjb09Nyw==`. It was working normally for the first 14 minutes but the sound just stopped for one of the users and then the video froze. Looks like, at the same time, we received a log for the error `user is not send video` (with the typo). Thank you. ---
**Author:** ![baraky](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/baraky/32/65492_2.png) [@baraky](https://devforum.zoom.us/u/baraky)\ **Post date:** [March 15, 2025, 4:08pm UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/11 "2025-03-15T16:08:57Z")
Again for Session `4ujfb+51TFK51NbScFFSbg==` ---
**Author:** ![vic.yang](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/vic.yang/32/24656_2.png) [@vic.yang](https://devforum.zoom.us/u/vic.yang)\ **Post date:** [March 17, 2025, 3:22am UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/12 "2025-03-17T03:22:44Z")
Hi @baraky > DSl0Nh6OSEOnExPjb09Nyw== After analyzing this session, we found that around the 12-minute mark, a user joined using iOS, but their audio was interrupted due to system reasons (possibly another app using the microphone). The user needs to interact with the page to retry audio capture. We provide the `active-media-failed` event with the payload `code: ActiveMediaFailedCode.AudioStreamMuted` We will add a new section in the developer documentation for these critical event handlers: > **[ActiveMediaFailedCode | Zoom Video SDK for Web - 2.1.10](https://marketplacefront.zoom.us/sdk/custom/web/enums/ActiveMediaFailedCode.html#AudioStreamMuted)** > > Documentation for Zoom Video SDK for Web - 2.1.10 Regarding the ‘user is not sending video’ error, it occurs when the user attempts to render video before actually starting to send it. To handle this properly, listen for the `peer-video-state-change` or `user-updated` events. More details can be found in this guide: > **[Video SDK - web - Video - Zoom Developers](https://developers.zoom.us/docs/video-sdk/web/video/#render-remote-videos)** > > The Zoom Developer Platform is an open platform that allows third-party developers to build applications and integrations upon Zoom’s video-first unified communications platform. Thanks Vic ---
**Author:** ![vic.yang](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/vic.yang/32/24656_2.png) [@vic.yang](https://devforum.zoom.us/u/vic.yang)\ **Post date:** [March 17, 2025, 5:57am UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/13 "2025-03-17T05:57:24Z")
Hi @baraky > 4ujfb+51TFK51NbScFFSbg== In this session, the audio was fine for most of the time. However, towards the end, one user may have unplugged their microphone, causing the audio capture to be interrupted. As a result, the other users in the session couldn’t hear any sound. We provide the `device-change` event, which you can listen to in order to get the latest device list. > **[Zoom Video SDK for Web - 2.1.10](https://marketplacefront.zoom.us/sdk/custom/web/modules.html#event_device_change)** > > Documentation for Zoom Video SDK for Web - 2.1.10 Thanks Vic ---
**Author:** ![baraky](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/baraky/32/65492_2.png) [@baraky](https://devforum.zoom.us/u/baraky)\ **Post date:** [March 17, 2025, 5:44pm UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/14 "2025-03-17T17:44:44Z")
Hi @vic.yang The [documentation for the ActiveMediaFailedCode event](https://marketplacefront.zoom.us/sdk/custom/web/modules.html#event_active_media_failed) is saying for the user refresh the browser when a failure happens. There’s nothing else we can do on our side to recover the user from this error? Thank you. ---
**Author:** ![vic.yang](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/vic.yang/32/24656_2.png) [@vic.yang](https://devforum.zoom.us/u/vic.yang)\ **Post date:** [March 18, 2025, 3:35am UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/15 "2025-03-18T03:35:09Z")
Hi @baraky The API reference documentation is not complete. We will add an additional section in the developer documentation to explain how to handle the `active-media-failed` event. This is in progress and will be published soon. Thanks Vic ---
**Author:** ![baraky](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/baraky/32/65492_2.png) [@baraky](https://devforum.zoom.us/u/baraky)\ **Post date:** [March 18, 2025, 11:19am UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/16 "2025-03-18T11:19:20Z")
Hi @vic.yang That’s great! For now, we’re showing the message that’s returning on the `active-media-failed` for our users. Looks like it’s friendly enough and it’s giving instructions on how to proceed. We’ll be waiting for the update on the docs. Thank you. ---
**Author:** ![Mark13](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/mark13/32/68017_2.png) [@Mark13](https://devforum.zoom.us/u/Mark13)\ **Post date:** [March 19, 2025, 1:09pm UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/17 "2025-03-19T13:09:02Z")
> [@baraky](#): > > Hello Zoom team, > > On our project, we’re having a lot of issues with audio. Most of the times, one user can’t hear the other. This happened on the session `ojbKoIEvQ7izSixrUOlmtA==`. > > For more context, before this interaction, there’s a page confirming the permissions and another one with the preview for the meeting. > We’re now using the version 2.1.10 of the @zoom/videosdk. > > How can we proceed? > > Thank you. Sorry to hear about the audio issues! Here are a few troubleshooting steps to help resolve this: 1. **Check Permissions:** Ensure the browser or app has granted microphone access before joining the meeting. 2. **Update SDK & Dependencies:** Version 2.1.10 may have known issues—consider updating to the latest @zoom/videosdk version. 3. **Test on Different Devices/Browsers:** See if the issue persists across different setups. 4. **Check Console Errors:** Open the developer console (F12) and look for any related audio errors. 5. **Network & Firewall:** Ensure no network restrictions are blocking audio streams. ---
**Author:** ![baraky](https://sea2.discourse-cdn.com/flex016/user_avatar/devforum.zoom.us/baraky/32/65492_2.png) [@baraky](https://devforum.zoom.us/u/baraky)\ **Post date:** [March 19, 2025, 1:21pm UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/18 "2025-03-19T13:21:58Z")
Hi @Mark13 Our user is locked on another page if the permissions are not available. Isn’t the `2.1.10` version the latest one? It is the current version on VideoSDK changelogs and NPM. We’re doing more tests, but I’m trying not to limit the browsers the customers can use. One last question: Is it possible for an user to join a VideoSDK session using the Zoom app or website directly? If so, how? Thank you ---
**Author:** ![system](https://us1.discourse-cdn.com/flex016/uploads/zoomdeveloper/original/3X/6/1/614bdd549b610bbaa46ff934617683a02bdaa03c.png) [@system](https://devforum.zoom.us/u/system)\ **Post date:** [April 18, 2025, 11:22pm UTC](https://devforum.zoom.us/t/users-cant-hear-each-other/129869/19 "2025-04-18T23:22:11Z")
Closed on April 18, 2025, 11:22pm UTC This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.