If you experience audio problems (your audio is not working), quit the session and click on the Test Setup button. This test will test your microphone and speakers. (Your client should do the same.)
To test your mic, start speaking when you run the test on TheraPlatform (under test setup). If there is no green bar showing or moving for you when you speak, please troubleshoot your mic with the below steps:
1. Check if your microphone is on the mute setting and if the volume is turned up.
2. If you’re using an external microphone, please make sure that it is plugged in. You may also try to unplug it and plug it in again (same if you’re using headphones).
3. Please make sure that the correct mic is selected. At times users have multiple microphones on their computer but only one mic that is in use can be selected. Here is how you can select the microphone:
- Right below the microphone test on TheraPlatform, there is a bar that displays the name of the microphone you’re using.
- Click on it to see if you have more mic options. If you do, please select a different mic and run the test again. Start speaking to see if the bar is moving. If yes, great, you're all set, and you can leave this microphone selected (I’ve included a screenshot as an example. I have three mics, but only one of them works, so to pass the test I had to select the one that works).
- If the mic you selected is not passing, keep testing with all mic options if you have more.
If the above doesn't help and you have a PC, please refer to this article with screenshots showing how to disable microphones that you will not be using on the video call:
https://theraplatform.zendesk.com/hc/en-us/articles/360018642652-How-to-change-audio-source-on-Windows-
If your Windows PC includes multiple audio devices and you cannot hear the audio during the session, it's possible that some of the default audio output devices need to be fixed. Try disabling these devices and leaving only the one that is functioning correctly. Follow these steps to disable devices:
· In the Windows search type, device manager," select Device Manager.
· Expend Audio Input and Output.
· Right-click on the device you wish to disable and select Disable Device.
If the above helped and now you see a bar moving when testing the microphone you're all set up and you should be able to hear each other. TIP: When users connect on the video call, they will see a pop-up message "Allow microphone access", both parties should always allow this. If not, you will not be able to hear each other.
Additional Troubleshooting Tips
- Make sure your speakers or headphones' volume is turned up.
- Please check your speaker output: If multiple audio output devices are available, please check that you have the right one selected.
- Check your cables, plugs, jacks, volume, speaker, and headphone connections
- Fix your audio drivers
- Restart Audio Services
Note: If you use headphones and unplug them during the session, you may experience sound loss. In these cases, you may need to restart your browser or computer.
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