Resolving MXL AC360Z hardware issues in Zoom

This post was most recently updated on July 28th, 2022

Earlier today, we received information that a recent batch of microphones manufactured by MXL AC-360-Z have been faulty on-board chips and have been recalled from the market. Due to the defect in the chip, Zoom Rooms for Mac is unable to recognize the microphone as having 4 channels of audio when the microphone is connected.

It is possible that the MXL AC-360-Z microphone units purchased between August 17 and September 26, 2018 may be unable to operate properly with the Zoom Rooms application if they were purchased between this time period.

How to troubleshoot MXL AC360Z issues with Zoom Rooms

  1. If your MXL AC360Z device appears as USB Audio Codec (number) on the Zoom Rooms Controller interface, then you should not be affected.
  2. You do not have to disable the MXL AC360Z controller interface if you are connected to the Zoom Rooms for PC (Windows) controller interface, and if the MXL AC360Z appears on the Zoom Rooms controller interface as MXL AC360Z(0), then the device does not have any functional limitations. This label should be MXL AC360Z(number) instead of MXL AC360Z(0) due to a cosmetic issue. As a result, this cosmetic issue has been resolved in version 4.1.6(35121.1201) and later.
  3. It is important to understand that if the MXL AC360Z is connected to a Zoom Rooms for Mac (MacOS), you are affected in terms of its functionality. The replacement unit can be obtained by contacting MXL (step 5).
  4. In the current state of Zoom Rooms, it is not possible to have both MXL AC360Z(0) and USB Audio Codec (number) in a single Zoom Rooms setup for both Mac and Windows at the same time.  It is possible to mix MXL AC404Z and MXL AC360Z descriptors with both of them being listed as USB Audio Codec (number) when you use both of them together.
  5. Please contact the following MXL internal agent assigned to this issue if you wish to open a replacement claim:
    1. Feel free to contact Steve Curto by calling 1 (800) 800-6608 x 1124 or by emailing him at steve@mxlmics.com
    2. The on-board chips are currently being reprogrammed by MXL, and they plan to begin replacing the units on November 5, 2018 and they hope to have everything done by November 30, 2018.
  6. Please make sure you download the most recent Zoom Rooms software for your Mac or PC as soon as you receive the new MXL (MXL-AC360v2).

Our company greatly appreciates your support and the trust you place in MXL and Zoom brands and we deeply regret this unfortunate incident that occurred.  Please accept our apologies for any inconvenience caused by this situation, and please be assured that we are taking immediate action to resolve it.