the squelch is stuck open
it's hard to hear what the person is saying.
The squelch circuit uses the noise audio and detects that and when high enough it mutes the audio.
If normal audio are low when you monitor a transmission then the noise will also be low and the squelch will never have enough noise level to mute the audio.
But if normal transmission audio seems fine at a normal volume setting then it can be the squelch potentiometer at the front that are bad, and contact cleaner might help, but first I would suggest to pull that connector that goes from the main board to the front and put it back again to exercise it to get rid of any oxidation or corrosion. It's often that issues comes from bad connectors that then will be an easy fix.
When did the SQ problem happen? While using the scanner or at the time if was taken out of storage and hadn't been used for years?
The first case indicate component failure that needs to be replaced and the other case some oxidation and bad contact in some mechanical components.
Look at the bottom side of the circuit board so there isn't any patches of oxidation from damage from moisture.
/Ubbe