Why do I see the error message "Your browser has suspended your audio. Click here to re-enable"?

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16 Comments

  • Adam Weiss

    I've set my browser settings to the above and I still receive the error message.

    2
  • Brett Bowser
    Zendesk Community Team

    Hi Adam,

    I'm going to create a ticket on your behalf and pass this over to our Customer Advocacy team for further assistance. They should be able to dig into this further to determine the cause. You'll receive an email shortly stating your ticket has been created so feel free to reply back to that email with any additional information you have.

    Thanks!

    0
  • Ben Rowland

    I'm also still encountering this error in both Chrome and Firefox.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Ben,

    If the above steps didn't help then can you confirm that your browsers are up to date? I'd also recommend clearing your browsers Cache/Cookies to see if that resolves the issue.

    It may also be worth testing from a Chrome Incognito window to see if there's maybe a browser extension that's interfering here.

    Hope this helps!

    0
  • Jason Nguyen

    Hi Brett, 

    I have the same issue. As suggested, I've tried clearing my Cache/Cookies and the issue still persists. Even when I've enabled my sound, but my mic is still not working and I'm unable to hear anything when I take calls. 

    However, opening in Chrome Incognito does work. I've checked my browser extensions and know that nothing is interfering. Any other advice?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Jason,

    If it's working in an Incognito window would you be able to try uninstalling Chrome and re-installing to see if that resolves the issue for you?

    0
  • Jason Nguyen

    Hey Brett, 

    Just tried as directed, and still no luck. So for me, it works in Incognito and also on Station (https://getstation.com/). I just found out that my coworker is experiencing the same issue as well. 

    0
  • Brett Bowser
    Zendesk Community Team

    Thanks for the update Jason! I'm going to generate a ticket on your behalf and pass over to our Customer Advocacy team to troubleshoot further.

    You'll receive an email which will include your ticket number so if you have any additional information go ahead and reply back to that.

    Thanks!

    0
  • Mia

    Hello, one of our agents experienced the same issue. We cleared her cookies, switched to incognito, allowed audio then switch to Firefox and she would still her the error mentioned above. This only happened to one user. It eventually fixed itself after 20 minutes. This is the second time it happens to her. I'm very curious to know what's causing this.  Thanks! 

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Mia,

    That's definitely odd behavior but I'm glad to hear things are up and running again. Have things been stable for this agent since you last reported this?

    0
  • J Barnaby

    We have the same problem with our Zendesk.

    Please, help

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello J Barnaby,

    I've opened up a ticket on your behalf so our Advocacy team can better look into the issue currently impacting you. You should receive an email shortly and a response soon, but if there is any other information on this you can share, please do so in the e-mail that follows. 

    Best regards. 

    0
  • JSR

    I have the same issue here. Any news on this?

    0
  • Elissa
    Zendesk Community Team

    Hello JSR,

    I followed up on the ticket that was created and unfortunately we never heard back from the poster so weren't able to work with them on troubleshooting. But, the recommendations the Advocate provided in their initial email may be helpful to others as well so I thought it might be helpful to share those here for you to review:

    To start, I would like to check that you've tried initial troubleshooting steps:

    It looks like your browser is trying to prevent unwanted ad playing sound in the browser which has been affecting customers. If you set both your microphone and sound to allow rather than Allow (default) this should stop this from happening.

    I hope that helps!

    0
  • Sara Jensen

    Hello Zendesk / Community

    We experience this issue now as well and we have tried all the suggested solutions in this conversation, but none of them seems to help. 

     

    Is there anything new about the issue?

     

    0
  • Katie Dougherty
    Zendesk Community Team

    Hi Sara Jensen,

    Thank you for reaching out! 

    If you have tried all of the steps listed above in the article and comments, I will go ahead and create a ticket for you with our Advocacy Team.  Please lookout for an email from me. If you need faster assistance you can contact our support team through a few other methods.

    Have a great rest of your day! 

    0

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