Zenfone 5z having issue with audio

[vishalamin126]

I am using a Zenfone 5z 8gb edition. Now, whenever I am playing a game or watching a video or any media, suddenly the volume turns low like I am on a call. When checking the background, it shows that I am on a call, while in reality I am not. Even when trying to turn up the volume, it shows that I am adjusting the call volume and not the game volume. Is there any way I can resolve this. This has been happening since the last android 10 update. Also is there anyone else facing the same issues or is it just me?

[Christine_ASUS]

Hi vishalamin126
Thank you for your asking. Kindly try some stay-at-home troubleshooting tips below:
1. Your current firmware version
Settings>System>About Phone>Software information
If you try to update to the latest version, does the issue still persist?
2. Does the issue appear right after any system/apps' download or update?
3. Please try to enter "Safe Mode". If the function works well in Safe Mode yet the issue remains out of Safe Mode, please check on any disturbance from the installed 3rd party apps.
# How to enter and exit "Safe Mode"
https://www.asus.com/support/FAQ/1005163/
4. Also, please try "the Factory Reset" 
Settings>System>Reset options>Erase all data(factory reset)
Please note that once the Factory Reset is completed, all data, apps, settings and personal information will be deleted.