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Call timeout (dropped) at 9 minute intervals
PirateGopher
Member

I initiate a Zoom conference call (audio only - not app) Tuesdays through Fridays from 5am-5:30am. Sometimes, there are no participants on the call. When there are no participants, the call will terminate nine minutes after starting. I then start the call again and again in nine minutes, the call terminates. This only happens when there is silence. No other calls I make terminate.

This happens sporadically but often enough to be irritating. I opened a ticket with Zoom in April (when this started) and they have confirmed the problem was not on their end. I also have a ticket open with Verizon but haven't heard back. Also, added a post in Apple's community. Thought I would check here to see if anyone else experienced this or if there is some setting that I am missing.

My thought is that the phone, Verizon or Zoom have a timeout set somewhere if there is no one speaking.

Any ideas will be very appreciated.

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Re: Call timeout (dropped) at 9 minute intervals
vzw_customer_support
Customer Support

We definitely want to make sure that you are able to use your device. Do the zoom calls cut out when other people initiate them, or when there is activity on the call?

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Re: Call timeout (dropped) at 9 minute intervals
PirateGopher
Member

The calls only time out when it is a Zoom call and only if there are no participants and the call is silent. It has happened on two different Zoom calls. Here are the similarities

1. Zoom call (not app)
2. 5am-5:30am weekdays
3. No participants on call (silent)
4. Zoom call in number +1 346 248 7799 (two different meeting IDs)
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Re: Call timeout (dropped) at 9 minute intervals
PirateGopher
Member

This is continuing. Here is a complete history.

Call details

My phone number: 817-501-1412

Purpose of call Zoom meeting by phone (meeting id: 876 2080 7257)

Phone number called: 346-248-7799

Time of calls: Tuesday-Friday, 5:00 am to 5:30 am

Disconnected calls have no participants

Other calls (Zoom or otherwise) do not disconnect, only this one

Disconnect seems to be consistent at 9 minute intervals

Not using WIFI calling

 

4/13/2021

5:08 am disconnected

5:16 am disconnected

(no participants)

 

4/20/2021

4:55 am initiated call

5:04 am disconnected - immediately restarted call

5:13 am disconnected - immediately restarted call

5:23 am disconnected - immediately restarted call

5:30 am terminated call

(no participants)

 

4/21/2021

chatted with Verizon and was told no problem on their end

 

4/21/2021

(no disconnections)

4:56 am initiated call

5:30 am terminated call

(one participant)

 

4/22/2021

4:55 am initiated call

5:04 am disconnected - immediately restarted call

5:13 am disconnected - immediately restarted call

5:30 am terminated call

(no participants)

 

4/29/2021

4:58 am initiated call

5:06 am disconnected - immediately restarted call

5:30 am terminated call

(no participants)

 

5/11/2021

4:58 am initiated call

5:07 am disconnected - immediately restarted call

5:30 am (approximately) terminated call

(no participants)

 

05/12/2021

4:55 am initiated call

5:04 am disconnected - immediately restarted call

5:30 am terminated call

(no participants)

 

5/13/2021

4:55 am initiated call

5:04 am disconnected - immediately restarted call

5:35 am terminated call

(no participants)

 

5/20/2021

4:55am initiated call

5:04 am  disconnected (9 minutes) and reconnected

5:13 am  disconnected (9 minutes) and reconnected

(no participants)

 

5/21/2021

4:59 am initiated call

5:08 am disconnected (9 minutes) and reconnected (5:09am)

5:18 am disconnected (9 minutes) and reconnected

5:27 am disconnected (9 minutes) and reconnected

5:30 am terminated call

(no participants)

 

6/8/2021

4:56 am initiated call

5:05 am disconnected and reconnected

5:14 am disconnected and reconnected (5:15)

5:24 am disconnected and reconnected

5:30 am terminated call

(no participants)

 

6/10/2021

Statement from Zoom support: Call-flow for these dial-in examples: Verizon Wireless -> Verizon Wireless Underlying carriers(PSTN) -> Zoom Terminating carrier -> Zoom Gateway. Unfortunately, Zoom does not have any visibility to the first leg of the call(Verizon Wireless -> Verizon Wireless Underlying carriers).

The second leg of the call (Zoom Terminating carrier -> Zoom Gateway) shows a clean call process. Zoom has visibility only over this portion of the call. Here, the logs indicate that there was no packet loss or jitter. The disconnect came from the originating carrier (Verizon). 

 

06/29/2021, Tuesday

4:57 am initiated call

5:05 am disconnect

5:06 am reconnected

5:15 am disconnected

5:15 am reconnected

5:24 am disconnected 

5:31 am disconnected

(no participants)

 

07/05/2021, Monday

4:51am initiated call

5:00am disconnected and reconnected

5:09am disconnected, didn’t reconnect

(no participants)

 

08/17/2021, Tuesday

4:58 am initiated call

5:07 am disconnect

5:08 am reconnected

5:33 am terminated call

(no participants)

 

Any insight into the issue is much appreciated. This is very annoying.

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Re: Call timeout (dropped) at 9 minute intervals
vzw_customer_support
Customer Support

Thank you for the details I understand that you believe and may have been told that this is an issue on our end. Since all your other calls are completed, then this would be an issue with Zoom. I have used My Verizon phone for zoom called numbers as well. There have been no issues. I only had one instance of no participants, but they joined about 20 minutes late. Since this seems to be an issue with no participants, then I would check with the company to see if they have some timeout or setting set up to drop the call after a certain timeframe with no participants. 

 

 

-Jenelle

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Re: Call timeout (dropped) at 9 minute intervals
jav6
Sr. Member

@PirateGopher wrote:

I initiate a Zoom conference call (audio only - not app) Tuesdays through Fridays from 5am-5:30am. Sometimes, there are no participants on the call. When there are no participants, the call will terminate nine minutes after starting. I then start the call again and again in nine minutes, the call terminates. This only happens when there is silence. No other calls I make terminate.

This happens sporadically but often enough to be irritating. I opened a ticket with Zoom in April (when this started) and they have confirmed the problem was not on their end. I also have a ticket open with Verizon but haven't heard back. Also, added a post in Apple's community. Thought I would check here to see if anyone else experienced this or if there is some setting that I am missing.

My thought is that the phone, Verizon or Zoom have a timeout set somewhere if there is no one speaking.

Any ideas will be very appreciated.


Sure sounds like the Zoom meeting has a setting (or there is a security setting/ port connection timeout somewhere) that if no participants join, then it terminates/call drops after nine minutes.

...Just another VZW customer...trying to offer some assistance...
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