Music suppressed in Zoom on Windows 11

Anonymous
2022-04-06T18:23:34+00:00

Our church replaced the laptop that is used to host Zoom meetings for our church services. With the new computer, speech comes across fine, but music (organ, singing, etc) is completely suppressed. Group prayers (multiple people speaking at once) are also suppressed. The new computer is an Acer Aspire, with Windows 11. Our old computer ran Windows 10.

When we watch the input bar in the audio settings in Zoom, it drops to nothing when music starts up, which makes me think that the issue is happening before it gets to Zoom

I've read that there is a new feature in Microsoft Teams that suppresses sounds it does not consider to be speech -- I wonder if this is related to our problem somehow?

Windows for home | Windows 11 | Devices and drivers

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  1. Anonymous
    2023-07-18T19:32:21+00:00

    I'm the original poster, who had to revert to Windows 10 in order to be able to hear music and group prayers from our church on Zoom. Sadly, something happened earlier this year that caused this functionality to stop working for Windows 10 as well. We've tried every tip provided in this thread, and also re-installed Windows 11, but can't hear music or group speech. In addition to Zoom, we experience this problem with Facebook livestream and Google Meet . . . and when we are in Zoom it suppresses music coming from another machine, such as a MAC, in addition to suppressing outbound music. The laptop at our church, with this problem, is an Acer. When I Zoom from a Thinkpad (running Windows 10), we do not have the problem. So it seems to me that the issue is something specific to the Acer.

    For those on this thread who have resolved this issue and are on Windows 11, could you tell me what brand of computer you have? Much as I hate to think of replacing this relatively new computer that we bought just for this purpose, that may be what we have to do . . .

    To recap the things we've tried:

    • We have Zoom set to prompt for "original sound for musicians", and we set it to "on"
    • We have the Zoom setting "signal processing by Windows audio device drivers" set to "off"
    • We disabled the microphone array (leaving the external mic enabled)
    • We tried the changing a speaker property setting
    • We do not have Dolby or Bang & Olufson systems
    • In the Realtek settings for recording devices, we do not have an option for noise cancellation or noise reduction, though we did specify that we don't want any noise suppression during phone calls

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  3. JosephT71 9,220 Reputation points
    2023-07-28T17:38:31+00:00

    As I stated in the first page, there are a dozen of 3rd party or oem AI audio noise cancellation solutions, each computer model having a different AI noise cancellation software.

    Acer has PurifiedVoice as its oem solution or Acer can use some other company's solution.

    https://www.acer.com/ca-en/laptops/aspire/aspire-vero

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  4. Anonymous
    2023-07-29T21:24:37+00:00

    Hello cbala222 and everyone

    I was stucked like you. I tried everything and I thought I had no audio software pre-installed (I searched it everywhere with no results), but then I realized that the Bang & Olufson software only appears as "B & O" when I put the word "Audio controller" as an ultimate try.

    And BINGO!

    For some reason if you write the full name of the app it does not appears. You could try that. Persist and don't give up, I also tried all the first steps with no results and I was so frustrated but I finally get it :) 

        [![Image](https://learn-attachment.microsoft.com/api/attachments/ab5e29c1-3a6b-4881-ac60-a2631888bc52?platform=QnA "filestore.community.support.microsoft.com")

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  5. Anonymous
    2023-08-28T23:35:39+00:00

    hi. i know this is from quite a while ago, but would you mind letting me know how you got to these settings? i'm not on 11 yet and was trying to help someone with this exact issue.

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