A514-55 Zoom audio issue when sharing video with songs

TerenceH
TerenceH Member Posts: 6

Tinkerer

edited April 2023 in Aspire Laptops

Dear all, I hope I can get some help here.

I bought a A514-55 laptop this year and was trying to use Zoom on it.

Audion quality when doing normal Zoom conversion is ok. When I tried to share a browser playing a youtube song, the audio quality is very bad. The music from musical instruments are missing, only the vocal gets transmitted. The transmission also becomes patchy. I tried all sorts of settings for the audio on the laptop and within Zoom. That does not seem to help. Would appreciate any advice from this group. Thanks.

[Edited the thread to add model name to the title]

Answers

  • Emma_
    Emma_ Moderator, Member Posts: 226 Moderator

    Hello!!

    @TerenceH

    Open Control Panel. Search 'sound'. Click 'change sound card settings' in left pane. Right click speaker properties. Click advanced tab. If hardware acceleration option also exists with enhancement, uncheck that too. Drop sampling rate to lowest 16bit level. Hit test button. If it sounds OK, test zoom again. If still no joy, change exclusive modes too if they exist.

    Regards,

    Lunanova14

  • Joe9844
    Joe9844 Member Posts: 550 Seasoned Specialist WiFi Icon

    There are only 2 things to look at:

    1. noise suppression used to be dumb (i.e. it only takes out steady noise like cpu fan noise). Now AI is powering noise suppression, which can strip out musical instruments and only voice is carried through the signal.
    2. zoom is a videoconferencing app for voice, so it default its codec and bitrate for voice only. You have to enable high fidelity music mode.

  • TerenceH
    TerenceH Member Posts: 6

    Tinkerer

    Thanks to both LunaNova and Joe for your suggestions. I tried all your recommendations but to no avail.

    The moment I started sharing the youtube video, the music from instruments is filtered off, leaving only the vocal.

    When I just try changing any setting in the Speaker Property (e.g. bit rate) and hit Apply button, the music came back. When I quit share and then share again, the same thing happens. Changing setting again for Speaker will restore the music. This is so frustrating.

  • TerenceH
    TerenceH Member Posts: 6

    Tinkerer

    When everything is working fine, and I pop up the Audio Settings panel from Zoom, it can trigger filtering off the music as well.

  • Alejandro_AC
    Alejandro_AC ACE Posts: 11,362 Trailblazer
    edited April 2023

    Please click "Like" if my answer was helpful or mark it as a solution if it was resolved, thanks!

    I use Google Translate for English, German, Portuguese and French.

    Pro bono collaborator, I don't work or speak in the name of Acer

    Por favor, haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si fué resuelta, gracias!

    Colaborador Pro bono, no trabajo o hablo en nombre de Acer

    MSFT MVP (2003-21) & Windows Insider

    X (Twitter)

  • TerenceH
    TerenceH Member Posts: 6

    Tinkerer

    Thanks Alejandro. I did turn on the Original Sound for Musicians option. Still the same problem. Even just popping up the Audio Settings menu can trigger the disappearing music situation.

  • jcplm
    jcplm Member Posts: 2 New User

    Hi! Have you found a solution with your concern?

    I bought an Aspire 3 for our office zoom meetings. As soon as I connect the audio on zoom( a mic icon will appear) and all audio will become scratchy or patchy. Even streaming music will be affected.

    Hope someone can help with this. TIA

  • TerenceH
    TerenceH Member Posts: 6

    Tinkerer

    Hi jcplm, still no luck on my end. The speaker is also of low quality even when I am not using Zoom. Cranking the volume all the way to max does not help much. Using earpiece helps. Sigh…

  • Alejandro_AC
    Alejandro_AC ACE Posts: 11,362 Trailblazer

    Try contacting support:

    https://support.zoom.us/hc/en-us/articles/201362003

    All the best.

    Please click "Like" if my answer was helpful or mark it as a solution if it was resolved, thanks!

    I use Google Translate for English, German, Portuguese and French.

    Pro bono collaborator, I don't work or speak in the name of Acer

    Por favor, haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si fué resuelta, gracias!

    Colaborador Pro bono, no trabajo o hablo en nombre de Acer

    MSFT MVP (2003-21) & Windows Insider

    X (Twitter)

  • thurlow
    thurlow Member Posts: 4 New User

    I have this same problem and cannot find a solution. I have emailed customer support.

    If I plug in a different audio output via speakers, it does the same, then when I unplug the speakers or headphones the sound plays as it should.

  • thurlow
    thurlow Member Posts: 4 New User

    I have found what I think is the fix. In the realtek audio console, select speakers and then turn off sound effects Speakers Noise Cancellation (Voice Call) It seemed to work fine after that.

  • Thanks for sharing.
    All the best.

    Please click "Like" if my answer was helpful or mark it as a solution if it was resolved, thanks!

    I use Google Translate for English, German, Portuguese and French.

    Pro bono collaborator, I don't work or speak in the name of Acer

    Por favor, haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si fué resuelta, gracias!

    Colaborador Pro bono, no trabajo o hablo en nombre de Acer

    MSFT MVP (2003-21) & Windows Insider

    X (Twitter)

  • TerenceH
    TerenceH Member Posts: 6

    Tinkerer

    Thanks all for trying to help. I finally found an instruction that works, thanks to a discussion forum on zoom.

    "I also had the same issue on a new Acer laptop windows 11. So if you type in your search bar at the bottom next to your Windows tab type in Realtek Audio Console... when this comes up, click the speakers tab on the left toolbar..under Sound Effects… uncheck, Speakers Noise Cancellation (voice call)… this will make it so that any music shared over zoom to your speakers on your laptop will now no longer be distorted. If you have a device plugged in to  listen… headset or otherwise, click on the tab on the left that shows Speakers..USB audio device… do the same thing on this…turn off speaker noise cancellation… this fixed my problem. Hopefully it will fix yours."

  • Thanks for sharing.
    All the best.

    Please click "Like" if my answer was helpful or mark it as a solution if it was resolved, thanks!

    I use Google Translate for English, German, Portuguese and French.

    Pro bono collaborator, I don't work or speak in the name of Acer

    Por favor, haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si fué resuelta, gracias!

    Colaborador Pro bono, no trabajo o hablo en nombre de Acer

    MSFT MVP (2003-21) & Windows Insider

    X (Twitter)

  • Joe9844
    Joe9844 Member Posts: 550 Seasoned Specialist WiFi Icon

    As I said back in April, most of this problem is caused by AI noise cancellation.

    They can be anywhere so it is hard to find it. They can be inside the realtek audio console, acer trueharmony or acer purified voice app.

    https://support.zspace.com/s/article/Acer-Purified-Voice-Console-How-to-Disable?language=en_US

    For Dell computers,

    https://www.dell.com/support/kbdoc/en-us/000215376/distorted-multimedia-audio-in-voip-conference-applications?lwp=rt

    For Asus computers,

    https://www.asus.com/us/support/FAQ/1046946/