Sound issues in Zoom?

Below are a few suggestions to address sound issues you might be experiencing in a video meeting.

*** In a pinch, JOIN BY PHONE instead of COMPUTER — While continuing your video stream, if you joined computer audio automatically, you can leave the computer audio and join by phone. For visual guidance on how to either join initially by phone or transition during a meeting, see this article https://support.zoom.us/hc/en-us/articles/201362663-Joining-a-meeting-by-phone 

*** FOR WINDOWS 10 devices – Microsoft released a recent update that might resolve this issue. We recommend running the update when you don’t need your laptop for an hour or so since it takes nearly all of that time for the update to run. Make sure the laptop is plugged in. Close any open tabs/programs as well before clicking on the link below to run the update.

Please go to this link https://www.microsoft.com/en-us/software-download/windows10

Click on update now, it will download a small executable program, then run the program when it finishes downloading (should be quick) then follow the prompts to update the Windows 10 operating system.

Or you can go through the Start menu, up to PC Settings, select Update & Security, and run the 20H2 update.


*** OTHER CONSIDERATIONS

  • Make sure that the Zoom app you are running is that latest version.  Zoom does not normally update on it’s own, so this has to be done manually. See this article for guidance https://support.zoom.us/hc/en-us/articles/201362233-Upgrade-update-to-the-latest-version
  • Adjust/Disable sound processing to see if that helps.

    Adjusting sound

    By default, Zoom enables a suite of sound enhancements to suppress background noise. In some environments, though, these settings can make your audio choppy. If this is the case, you can disable them.

    If you’re on a PC or Mac, start the Zoom app and click the Settings icon, then click “Audio.” Click “Advanced,” and use the drop-down menus to disable the audio processing options.

    See this page for more on the steps on the disabling and a couple more tips.

P-CCS Remote Assistance Now Available Through Microsoft Quick Assist

Quick Assist

In an effort to provide faster support for staff, the P-CCS Technology Department now offers remote support through Microsoft Quick Assist. This is available for staff working either in district buildings and/or remotely. Please note that remote assistance may not be appropriate for the resolution of all issues and that our staff may still need physical access to staff equipment to provide support.

Safety and security are our top priorities, therefore, we have developed a process for offering remote support that cannot be replicated by others, such as scammers, who may want to take control of staff computers under false pretenses. Please read through our entire process below and note that 1) we will only use Microsoft Quick Assist to provide remote support and 2) we will only share the assistance code through the service ticketing system.

OUR PROCESS

  1. Upon review of certain service tickets, submitted at helpdesk.pccsk12.com, a building tech will determine remote access may help facilitate issue resolution. ……………………………
  2. The building tech will propose a day and time to provide that remote assistance using Microsoft Quick Assist (an installed Microsoft program, read more about it here), as well as ask for a best contact phone number (the tech will want to be on the phone with the staffer as they work on their laptop). Depending on the urgency and other factors, we may look to see if it is convenient to provide that assistance on the same day as the ticket is submitted. …………………………………………………………………………………………………….
  3. At the agreed upon day and time, the tech will call the staffer on the phone number provided. The staffer is expected to be able to retrieve their district email as the building tech will update their service ticket to generate an email that is sent to the staffer with a six digit code the staffer will be asked to enter on their laptop. ……………………………………..
  4. The staffer will enter that code in Microsoft Quick Assist. To do so, they must first locate and launch that program:
    1. In the bottom left corner of their Windows 10 laptop, click the Start menu
    2. In the “search programs and files” field, type “Quick Assist” and double click to open the top program result as in the picture below
    3. Quick Assist
    4. When the program is launched, after being provided the code in the staffer’s email, they should copy or input the code into the “Code from assistant” field within Get Assistance and click “Share Screen”
    5. where to enter code
    6. The tech will then prompt to take control of their computer. The staffer should click “Allow” in the window that displays.

Please note: When assisting with windows laptops, our technology staff will only use Microsoft Quick Assist. Scammers will often attempt to gain access to an intended victim’s computer with other third party programs such as Teamviewer, GoToMyPC, LogMeIn, etc. The district’s technology staff will NEVER ask staff to use these services. We hope that staff will remain vigilant and turn down those who might claim to be trying to assist them, but do not follow the process we described above. We also hope that staff remember that if at any point they feel as if a computer support call is not legitimate, they should end any remote session that might have agreed to and contact our Network and Data Security Administrator via email at dan.clanceyATpccsk12.com.