[NewCreation Baldwin]

I am connecting with another person from Lyon, France. I have noticed the last two times we have connected that his audio crackles pretty bad. I know the issue isn’t on our end because we are plugged in via ethernet. However, when I switch to zoom the issue goes away. Thanks.

[David Liao]

Thank you for your message. At each end, please try the following (the first three suggestions might be enough to fix the problem):

• Make sure that the Ethernet cable plugged into the computer (or USB-to-Ethernet adapter) is plugged into the router that receives the internet signal where it first enters the home. Don’t plug the Ethernet cable into a wireless repeater/extender router. Don’t use Ethernet-over-power adapters.
• Turn the computer’s Wi-Fi off.
• Make sure VPN is off.
• Gradually drag the latency slider toward the right and listen for the crackling to decrease. If the latency slider is dragged completely to the left, there may be a lot of crackling.
• Use fiber, cable, or European DSL internet service (rather than 5G cellular internet service).

For additional suggestions, visit our Troubleshooting Guide. Use the Change computer and Change audio buttons to customize the tips for your setup. Then see the suggestions in the Latency is too high section and the Audio is distorted or stops working section.

Thank you,
David Liao

• This reply was modified 3 weeks, 3 days ago by David Liao.
• This reply was modified 3 weeks, 3 days ago by David Liao.
• This reply was modified 3 weeks, 3 days ago by David Liao.
• This reply was modified 3 weeks, 3 days ago by David Liao.