After upgrading TeamViewer on Mac to version 12.0.78517 from earlier 12.x, sound turns way down

Dear TeamViewer community,

I've been using TeamViewer for a couple of years now and I mostly use it on my MacBook Pro, currently running osSierra 10.12.5, to remote access my Dell laptop, currently running Windows 10 Enterprise. I always carry my MacBook Pro with me and leave the Dell laptop at home. When I need to access the latter, I use TeamViewer and I've been very happy with this setup during the past years.

Before upgrading to TeamViewer 12.0.78517 on both my MacBook Pro and Dell laptops no later than yesterday, I could listen to music or watch a YouTube video on my Mac even while a remote control session was open to access my Dell laptop.

Since the upgrade, however, as soon as I begin a session, the sound volume on my Mac turns down to a level which almost makes it imperceivable (at first I thought there was no sound at all coming from my Mac). I tried increasing the volume on my Mac, applications and YouTube in all possible ways I could think of, but even with all the sliders set to the maximum, the sound remains way too low... Connecting headphones doesn't resolve the problem either.

As soon as I close the remote session, the volume on my Mac is automagically restored to a normal level.

Anyone else experienced this issue ? Any advice on what I could possibly try, besides uninstalling TeamViewer on both computers and re-install the previous 12.x version ?

Thank you in advance for your kind replies !

Regards,

SkyLukeQc

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Accepted answers

Julia

Hi all,

We published a new version with a fix. Please install the new version and post your feedback here.

Thank you in advanced

All comments

Julia

Hi all,

We published a new version with a fix. Please install the new version and post your feedback here.

Thank you in advanced

Julia

Hi all,

Please us the following link to download the previous TeamViewer 12 release:

https://teamviewer.box.com/s/k5xsjnwctpx4iv3rhnr0kgrykkgkx9gm

We always recommend to download TeamViewer directly from our homepage or our links.

Cheers,

SkyLukeQc

Hi @Scotty,

Thanks for joining this thread !

Is this audio ducking feature new on the latest Mac version of TeamViewer (12.0.78517) ? I've never experienced this problem in earlier 12.x versions, but I might have skipped one or two. I didn't write down the version I was using before updating it to 12.0.78517, unfortunately...

You wrote :

«[...] the only way I can find to stop the audio from lowering is to change the default audio device output for TeamViewer before making a connection as only the audio device it is trying to play through should get ducked.

This can be done under "Audio Conferencing" in the options of TeamViewer.»

As @pplaisance already pointed out, the "Audio Conferencing" settings are simply called "Audio" in the Mac version of TeamViewer :

Windows version of TeamViewer

Mac version of TeamViewer

Most of the time, the only audio devices that I use on my MacBook Pro are the built-in microphone and speakes. So I don't have many options regarding the selection of a different audio device, as you suggested, to use for VoIP in TeamViewer. Even if I try to change the devices above from "Built-in In/Out" to "Standard recording/palyback device" and apply the changes :

it doesn't change anything to the audio ducking problem
the settings come back to their original values when I later reopen the audio preferences (see below)

Attempting to change to Standard devices

Devices are reset to original values next time the Audio preferences window is opened

I also tried clicking on the "Configure" button to change the "Conference Call" settings :

BEFORE BEFORE

AFTER AFTER

Still no luck, only "duck".... :smileywink:

The ONLY way I was able to circumvent this problem was to attach an external audio device to my Mac and then, after selecting this device for "audio conferencing", I was able to hear sound loud and clear from my built-in speakers (no audio ducking) :

Adding external audio device to avoid audio ducking...

I swear something's changed, as I didn't need to do this in earlier versions. Also, maybe it would be a good idea to add a checkbox allowing users to enable or disable "Audio Conferencing" altogether in TeamViewer, or add an item to the Speakers and Microphone dropdown list named "Disabled" so as to not initialize and apply audio ducking to any audio devices. Just my two cents...

Thank you in advance for considering this as an annoying side-effect, if not a bug, of an otherwise useful feature (for some other users and customers, I guess) you tried to introduce in TeamViewer.

Regards,

SkyLukeQc

pplaisance

Hi Julia:
I can confirm that this version does not suffer from the issue with audio ducking during a remote control session for me. Thank you for sticking with this issue and following through with an update.

SkyLukeQc

Hi @panckreous !

Thanks for joining the discussion !! :smileyhappy:

Wow, this community really rocks ! Each and everyone who contributed to this thread added useful information that surely helped others as well as TeamViewer's support team isolating the problem. It's really a refreshing experience !! :smileyvery-happy:

Keep up the good work everyone !

Kind regards,

SkyLukeQc

Hi @lucamiz01,

On which computer are you not able to hear any sounds ? Your Win 10 PC or your Mac ?

This thread was specific to TeamViewer for Mac when using a Mac computer as the "controller". Apparently, according to some recent contributions, some users still have issues with the sound ducking in TW for Mac. It also happened to me once with the latest and greatest release, but since I don't make extensive use of TW's teleconferencing capabilities, it doesn't bother me as much as it can be bothersome for others.

I must specify that, just like most of you, I'm a simple user of TW. I'm not an employee, moderator or anything of the sort. So if you're having issues with the software, I encourage you to contact TW support or give as many details as possible when contributing to this thread or others, so that the staff monitoring these threads have all the info necessary to reproduce the problems you're having and submit a bug report to their R&D colleagues.

Have a great day !

Kind regards,

SkyLukeQc

pplaisance

There is no "audio conferencing" setting in TeamViewer for Mac preferences that I can find. There is an Audio tab, which will duck the audio when you open, but I've tried every combination of settings imaginable and nothing stops it from activating my webcam's microphone and ducking the audio when making remote connections.Audio settings

Jayce

I can confirm too that the new update fixed the issue.

SkyLukeQc

Hi @Zen (a.k.a. Dom),

[...] There is really no official reaction on the entire subject relating a BUG on the official Teamviewer community page, perhaps nobody from Teamviewer is at all reading this forum !!!

Allow me to kindly disagree with you. You may consider reading the whole thread before making such statements or assumptions...

There are at least 2 different staff members, namely @Scotty and @Julia, that have not only acknowledged the issue and reported it to their development teammates, but also provided us help to determine the root cause of the problem and then a temporary workaround in the form of a download link to the previous TeamViewer build for Mac, which didn't have this "audio ducking" issue.

All members of the community that have followed the advice to downgrade from build 12.0.78517 to 12.0.75813 are doing just great.

I'm pretty sure that the reason behind the link shared by @Julia no longer working is accidental and will probably be fixed / replaced soon enough. You posted a link from an unverified external source which is similar to what @RoxTeddy has shared with us some weeks ago (see earlier posts). You can use it if you want, but don't blame the guys at TeamViewer if you catch a virus or any sort of malware...

Anyhow, I'm just trying to say that a little patience goes a long way, particularly if you're using TeamViewer for your personnal use, e.g. for FREE. I personnally believe it's an incredibly usefull piece of software that does what it was designed to do very efficiently. Unfortunately, as it's the case with most programs, it isn't immune to bugs... But I'm sure the issue that was reported in this forum has been duly noted, documented and sent to the development / maintenance team, and it will eventually be resolved in an upcoming build of TeamViewer.

No hard feelings !

Kind regards,

SkyLukeQc

Dear @Julia,

Thank you very much for this official download link. It's wonderful to see how much you guys at TeamViewer care about your users ! :smileyvery-happy:

I'll downgrade to this version too while waiting for the next version of TeamViewer to be released, in which hopefully the issue reported in this thread will be a thing of the past. :smileywink:

All the best and cheers from Quebec City, Quebec, Canada ! :smileywink:

SkyLukeQc

Hello @Mcbrauns,

Thanks for your contribution on the subject at hand.

IMHO, using words such as "stupid" and "ridiculous", or threatening to look for a different solution if a bug isn't solved as quickly as you'd like, isn't very constructive.

The part that is constructive, though, is your description on how you use TeamViewer in conjuction with other software and/or hardware. I believe we all use it a bit differently depending on our own needs. So I'm glad you shared that with us.

Let's keep this thread "clean" by remaining calm. I'm sure something good will come out of it ! :smileywink:

Best regards,

SkyLukeQc

Julia

Hi all,
Thank you for your contribution.

I would like to share an update with you which I got from our development.
We got the confirmation that this is a bug in the current version – we are already working on a fix and I will inform you when we published it.
We want to say a big THANK YOU for your feedback because also the input from this thread helped us to identify the problem.

Cheers,

SkyLukeQc

Thanks @ed1 !

This was indeed identified as a possible option / workaround in an earlier post to this thread. Glad to read that it works out for you too !

Regards,

SkyLukeQc

Julia

Hi all,

The download link in my previous post should work again.

I will also post the link here:

Download previous Mac version

SkyLukeQc

Hi @Julia,

Thank you for sharing this information with us ! These are excellent news !!!

Looking forward to the next release of TeamViewer ! :smileyvery-happy:

All the best,

SkyLukeQc

kileyohl

I use same setup as OP- Access TeamViewer on my OSX Sierra machine to login to my Windows 10 PC. On most recent upgrade, however, it started killing the volume on my MAC - (Possibly the remote PC also, but noticed because I am usually listening to music either by streaming or through iTunes Podcasts on my Mac while remote connecting out to my PC.) - Here is what I thought was weird, though- I have played around with the sound settings on for my remote connection on PC- (Play remote PC sounds / Not, etc...), AND I've ruled out the issue being using a 'chrome app' version of TeamViewer vs OSX App. And even tested if it is only blocking sounds that are from my Chrome 'browser'- (ie: I am doing Napster Streaming via Chrome VS playing a downloaded local podcast file on iTunes), and even headphones VS Mac Speakers. It appears to just completely mess up at the point of the output of ANY sound when running an active Teamviewer SESSION is running - Reducing to very minimal sound from my Remote PC or Mac, but no issues when TeamViewer is running in background with no connected session open. Really hope this helps! Been using TeamViewer forever and LOVE it. It's an ESSENTIAL tool -especially for MAC users who are forced to do something on a PC from time to time!

ntw6tori

Very anoying problem.

I also downgraded the teamviewer version and now it works again.

aalthouse

FWIW, I downgraded to version 12.0.72647 (file dated Feb. 6 2017) that was still in my trash and the issue went away. Thanks all for great input and helping resolve via a simple workaround.

SkyLukeQc

Hi @mizu5588,

Nice workaround !! Thanks for sharing this with us ! :smileyhappy:

Regards,

SkyLukeQc

mizu5588

I solved this problem by changing the output audio setting to Airplay.

SkyLukeQc

Hi @Ducam,

Thanks for joining the conversation !

I wouldn't know if what you say regarding the TeamViewer staff not using Macs is accurate or not, but one thing is certain, they've done an incredible job with this application so far.

It's fast, has a small footprint on data usage, works beautifully across platforms and it's completely free for personnal use. Yes, I'm totally addicted to it ! :smileywink:

No software is absolutely bug-free. IMHO, the important thing is to see how quickly and diligently the support and development teams react when this type of bugs are reported to them by us, the end users. Let's hope for the best ! :smileyvery-happy:

All the best,

SkyLukeQc

Hi @Julia !

Thank you very much for keeping us on the loop and notify us about the new TeamVierwer's release that should resolve the issue.

I'll give it a try as soon as possible and add my comments to this thread shortly after.

Kind regards,

SkyLukeQc

Hi @mizu5588,

Indeed, if any device other than the "standard playback device", or even the "built-in output" in my case (as I'm currently using a pair of USB headphones to play music on my Mac while controlling another computer through TeamViewer) is selected in the Audio (Conference Call) preferences, the audio ducking still occurs, which may well be the desired effect.

In other words, if the device you're currently using to, say, listening to music is also the selected device for Audio Conferencing in TV, audio ducking will occur. If you select a different device, then no ducking occurs. If you select the "standard playback device", even if this standard device is actaully the same as the one you're listening music on, no ducking will occur either, and I believe this last part is what has been fixed.

Note that these are only my early conclusions to the tests I've been running so far .

Thank you very much for your contribution to this thread !!

Kind regards,

SkyLukeQc

Hi @Szienz,

Just to be clear, I'm not part of TeamViewer support nor development team, I'm just a regular user who happens to like this software very very much. But I'll do whatever I can to help !!

@Julia, please advise what would be the best course of action to report this new (but related to the former) issue : continue writing in this thread or start a new one. Whatever works best for you guys at TeamViewer to receive the required attention ! :smileywink:

I'll get back with my test results as soon as possible (e.g. sometime later this week).

Regards,

SkyLukeQc

All, I've created a new Topic / Thread regarding the "audio boosting" issue.

Please follow this link to access it.

Thanks !

Kind regards,

SkyLukeQc

Harsha1996

it does not work still facing same problem here

binaryruel

Updating TeamViewer Mac to 13.0.5640 solved my problem. Mine has High Sierra.

Szienz

I can confirm this also works on OSX10.12.5 Sierra and the new version 13, no longer sound issues

SkyLukeQc

Hi @Jakob !

Thanks for joining the conversation !

Actually, the link posted by @Julia allows you to download TeamViewer 12.0.75813, which is the version that came right before the one in which the audio ducking issue was introduced : 12.0.78517 (and of course 75813 < 78517... :smileywink:)

I downgraded to version 12.0.75813 and the issue no longer occurs on my MBP, unless I go to Preferences and click on the Audio icon... But otherwise, simply starting a remote session won't cause the audio to be ducked as it happens in version 12.0.78517.

If this doesn't work as expected at your end, make sure you completely uninstall TeamViewer from your Mac by going to TeamViewer's Preferences > Advanced, scroll down completely to the bottom and click Uninstall. Then, reinstall TeamViewer 12.0.75813 and give it a second try.

Do not try to open or change the Audio settings unless you really need to (e.g. if you have access to multiple audio devices on your Mac), otherwise the audio ducking issue may be triggered even in this version.

Hope this helps ! :smileyhappy:

Regards,

SkyLukeQc

Ah, found something interesting.

There's no need to establish a remote connection in order to reproduce the issue.

Right after launching the TeamViewer app on my MacBook Pro, without establishing a remote connection to any computer, if I open up the Preferences window (TeamViewer > Preferences.... from the top menu) and then click on the Audio icon, the sound level is affected immediately. Clicking on any other icon (General, Security, Remote Control, etc., even Video) in this same window restores the sound to its normal level, and vice-versa.

Tried changing all the possible settings under the Audio section, even saving and closing the Preferences window in between each of these changes. Problem persists...

Can any of you guys reproduce this behavior as well ?

Thanks in advance !

Regards,

SkyLukeQc