Issue symptoms

I authorized my microphone but I keep seeing this error message: Your browser has suspended your audio. Click here to re-enable.

Error.jpg

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:

  1. Update your browser to resolve compatibility issues
  2. Refresh the page
  3. Close unnecessary tabs and use a single browser tab for Zendesk, otherwise it can lead to errors
  4. Disable any unnecessary extensions and add-on conflicts, especially extensions related to telephony or communication
  5. Clear your browser cache and cookies
  6. Try making a new call

In addition, allow microphone access from your browser:

  • Chrome
  • Safari
  • Firefox
  • Edge

Chrome

Set your microphone and sound to Allow, instead of Allow (default).

  1. Click the secure connection icon on the left of the URL. Select Site settings​​
    Chrome site settings
  2. Scroll down to Sound and change from Automatic (default) to Allow
  3. Under Microphone, change from Automatic (default) to Allow

For more information, see this article from Google Chrome Help: Use your camera & microphone.

Safari

  1. Go to Safari > Settings... > Websites
  2. Under Microphone, change the permissions for your subdomain to Allow
  3. 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.

  1. Receive a call from Zendesk
  2. From the confirmation pop-up, if you want Firefox to remember your selection in the future, select Remember this decision
    Allow access to microphone in firefox
  3. 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

  1. In your Microsoft Edge browser, open the Settings and more menu by selecting the three dots in the top right.
  2. Choose Settings.
  3. In the menu on the left, choose Cookies and site permissions, then scroll down on the right and select Media autoplay.
  4. On the right, there’s an option to all sites to allow, click Add
  5. Add your Zendesk subdomain as a site
  6. Your Zendesk subdomain should now be added to your allow list.

For additional information, see these articles:

  • How can I troubleshoot Talk issues?
  • Resources to troubleshoot issues with calls
  • Preparing to use Zendesk Talk
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