Issue symptoms
I authorized my microphone but I keep seeing this error message: Your browser has suspended your audio. Click here to re-enable.
Resolution steps
This issue occurs when Zendesk is open in multiple tabs. The browser cannot place incoming calls and the system suspends your other tabs.
To resolve this error message, follow these steps:
- Update your browser to resolve compatibility issues
- Refresh the page
- Close unnecessary tabs and use a single browser tab for Zendesk, otherwise it can lead to errors
- Disable any unnecessary extensions and add-on conflicts, especially extensions related to telephony or communication
- Clear your browser cache and cookies
- Try making a new call
In addition, allow microphone access from your browser:
Chrome
Set your microphone and sound to Allow, instead of Allow (default).
- Click the secure connection icon on the left of the URL. Select Site settings
- Scroll down to Sound and change from Automatic (default) to Allow
- Under Microphone, change from Automatic (default) to Allow
For more information, see this article from Google Chrome Help: Use your camera & microphone.
Safari
- Go to Safari > Settings... > Websites
- Under Microphone, change the permissions for your subdomain to Allow
- Under Auto-Play, change the permissions for your subdomain to Allow All Auto-Play.
For more information, see this article: Change Websites preferences in Safari on Mac.
Firefox
In Firefox, you can manage access to your microphone when you receive a call.
- Receive a call from Zendesk
- From the confirmation pop-up, if you want Firefox to remember your selection in the future, select Remember this decision
- Click Allow
Add an exception for your subdomain and allow sounds to play automatically, otherwise you may miss notifications. For detailed instructions, follow this article: Allow or block media autoplay in Firefox.
Edge
- In your Microsoft Edge browser, open the Settings and more menu by selecting the three dots in the top right.
- Choose Settings.
- In the menu on the left, choose Cookies and site permissions, then scroll down on the right and select Media autoplay.
- On the right, there’s an option to all sites to allow, click Add
- Add your Zendesk subdomain as a site
- Your Zendesk subdomain should now be added to your allow list.
For additional information, see these articles:
13 comments
Jan Wagenaar
Hi Zendesk Support,
Despite that I tried all of the above, I still get the "Your browser has suspended your audio. Click here to re-enable". ALL the zendesk.com site permissions are set to Allow" etc.. I regret that I cleared my cache as you suggested, it did not help at all. Now I have to retype all my site requests that where stored from hundreds of sites.
I use the latest Edge Version 88.0.705.74 (Official build) (64-bit), which should be officially supported by Zendesk, (according to Zendesk Support system requirements).
Why does this take so long to fix? It is very annoying having to click "Click here to re-enable" several times a day on 5 tabs!
Kind regards, Jan Wagenaar
0
Gabrielle Rosso
Hi there,
I did the workaround suggested. It seems to works in Chrome, but the issue is still there in Edge, even with the workaround... Any idea why?
0
DJ Buenavista Jr.
Hi Gabrielle,
Thank you for reaching out to Zendesk Support.
In regards to your concern, you need to make sure that your Microsoft Edge has the latest update or at least the last two versions.
You can also check our article: https://support.zendesk.com/hc/en-us/articles/230895328-Setting-up-your-browser-or-phone-to-take-calls for more information about this.
Thank you!
Kind regards,
DJ Buenavista Jr. |
Customer Advocacy Specialist |
-1
gilbert.tennant
I have done this to Chrome, which was dropping my microphone ever 10-15 minutes. I made the suggested settings adjustment and closed and re-opened Chrome, 2 minutes into Zendesk console and it asked to re-connect with the mic again...
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Is there a PERMANENT solution?
Thank you.
Gil
2
Dekbi
What we could suggest is to make sure that the browser you are using is up to date. In this case, kindly check for further updates on your Google chrome. You can also try it on incognito if the issue would persist. You may also test on a different browser to see if you are only experiencing this on Google chrome.
You can also check our article: https://support.zendesk.com/hc/en-us/articles/230895328-Setting-up-your-browser-or-phone-to-take-calls for more information about this.
-1
Support Team
I'm having the same issue. Site settings are showing that I allow.
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Clearly you guys need to look deeper into this:)
-Kevin Graehl
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This comment has been edited by the Zendesk Community Team to remove personally-identifying information, in accordance with our Community Code of Conduct.
2
Christine
As recommended by Carl, please set both Microphone and Sound permissions to "Allow" instead of the Allow default/Automatic default.
0
John Meyer
For Edge you need to allow Media Autoplay. It is not an option when looking at the site-specific permissions.
0
Jasmin Manabat
My google chrome is updated to latest version. But when I set the microphone to “Allow”, it goes back to the same setting Automatic Default. Does it mean we have to toggle it every now and then?
1
Audrey Ann Cipriano
Hi Jasmin Manabat welcome to our Community! :)
You can also try the following:
1. Click on the secure connection icon, and the left of the URL
2. Select Site Settings
3. Scroll down to Sound option and change from automatic to allow
4. This should stop the issue happening
Hope this helps!
-1
Alejandro Dagnino
Your “ Solution” is not even working, i tried on Chrome and is not working… after a minutes without calls or any other interaction the microphone shows up like unavailable. I already make sure that my browser is using the latest version, also the microphone permissions are just configured like you explained in the “ Solution” , I already deleted cache, cookies and more and still not working.... I had a ticket for the bad service of your software, but someone of you guys closed it because you will follow up another one with my manager... and this is the solution your providing ? I sent evidence, HAR files ad more …. so
Idk wtf is going on
1
Carl McDowell
Hi Vaughan,
Can you confirm that you allowed both the microphone and the sound setting.
1
Ron Thomas
I am also getting this error. Chrome is up to date, permissions are set, I checked re-enable and am still getting the error. This has now removed the option to call from a ticket directly as well. Only solution was to restart computer completely but then issue came back.
1