Troubleshooting audio with USB extenders in Zoom

This post was most recently updated on July 20th, 2022

There is a problem with the sound being received by Zoom Rooms when using certain USB over CAT5 Extenders, such as those from Gefen or Crestron and a speakerphone, such as a Revolabs UC-500 or Jabra 810. When using such USB over CAT5 Extenders with Zoom Rooms running on Mac OS X 10.12 (10.12.4, 10.12.5, or 10.12.6 beta 4) and a speakerphone, such as a Revolabs

The following topics are covered in this article:

  • How to troubleshoot audio with USB extenders
    • Option 1: Change to 24 Bit Audio (For Revolabs Devices Only)
    • Option 2: Utilize Mac OS X Version 10.11
    • Option 3: Utilize USB Extenders not Impacted by the Issue

Prerequisites

  • A zoom setup using USB extenders in conjunction with a zoom lens

How to troubleshoot audio with USB extenders

Our team is in constant contact with Apple and the vendors who have been associated with this bug in order to resolve it. In the event that Apple releases an update or the impacted vendors release an update, this article will be updated accordingly. There are a number of mitigation options that are available until an official fix can be released.

Option 1: Change to 24 Bit Audio (For Revolabs Devices Only)

If you are experiencing an issue with the Revolabs UC-500 or another Revolabs product, please follow the instructions below.

  1. In the Mac application list, you can find the Audio Midi Setup program that can be found in the Utilities folder.
  2. On the left hand side of the screen, select the Revolabs device from the list of devices.
  3. It is recommended that you change the format to 24bit.

Option 2: Utilize Mac OS X Version 10.11

This issue does not appear to be affecting Mac OS X version 10.11 and earlier versions. If this issue is not resolved by the time you upgrade to Mac OS X version 10.12, then please refrain from doing so.

Option 3: Utilize USB Extenders not Impacted by the Issue

It does not appear that this issue is affecting any of the following USB extenders:

  • Icron USB 2.0 Ranger 2304
  • Icron USB 3.0 Raven 3104