Question
I enabled my microphone but I keep getting the error message below in Talk: Your browser has suspended your audio. Click here to re-enable.
Answer
This issue occurs whenever Zendesk is open in multiple browser tabs. The browser is unable to place incoming calls, because it detects multiple active tabs. As a result, the call is directed to the browser session with an active session, causing the suspension of other tabs.
To resolve this issue and ensure that your Zendesk Talk calls go through smoothly, please follow these steps:
- Refresh your browser. Start by refreshing your browser window where Zendesk is open. This can often resolve the suspension issue by re-establishing a single active session.
- Use a single Tab. Whenever you are working with Talk, please make sure to stick to a single browser tab. Opening multiple Zendesk tabs can confuse the system and lead to the browser suspending the audio.
- Close unnecessary tabs. If you have multiple browser tabs open for other tasks, consider closing the ones that are not relevant to your activities. This will reduce the chances of call suspensions.
- Check for extension or add-on conflicts. Disable any unnecessary extensions, especially those related to telephony or communication, and test your calls again.
- Perform a cache clear. Clearing your browser cache and cookies ensures a clean session. Then, try making a call in Zendesk Talk.
- Update your browser. Ensuring that your browser is up-to-date can resolve compatibility issues.
In addition, each browser has different settings to allow microphone access. Ensure yours follows the steps below:
Chrome
Set both 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.
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.
For more information, see this article from Safari User Guide: Change Websites preferences in Safari on Mac.
Firefox
In Firefox, access to your microphone is managed when you receive a call.
- A confirmation pop-up displays asking if you want to share your device’s microphone with your subdomain.
- If you want Firefox to remember your selection in the future, select Remember this decision.
- Click Allow.
You can also add an exception for your subdomain to allow sounds to automatically be played. If Firefox blocks the incoming call sound, you risk missing calls. For detailed instructions on that, see this article from the Firefox help center: Allow or block media autoplay in Firefox.
For more information, see the articles: