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Troubleshooting voice

Troubleshooting voice

Voice issues fall into three categories: Connection, microphone (others cannot hear me) and speakers (I cannot hear anyone).

Troubleshooting the connection

Your Internet connection may be too slow for or unstable for a quality voice connection. Also, regardless of the technical compatibility of your browser or device, Internet connections can be disrupted or blocked or not forwarded selectively by firewalls, routers, proxies and what not. So it is entirely possible that the voice port is blocked or voice is bad while the rest of MeetingSphere works just fine.

If you cannot connect to the voice conference with your computer, or your connection isn't good enough,

  1. hang up  and try again. If this fails again
  2. hang up and dial in with your phone

Analyze and fix the issue after the meeting. If you cannot connect regardless of your location, the issue probably sits on your device. The most frequent issue in this area is that your browser does not give you occasion to allow access to the microphone. In other words, the browser is set to 'no access' and the confirmation dialogue does not trigger. If you suspect this being the case,

  • switch to another supported browser
  • check and, if so, fix the browser's microphone access settings

If you can connect from elsewhere (e.g. the home office) but not from the office, the problem is likely to rest with that network. Ask IT to check whether

  • port UDP 60 is blocked by your organization's proxy or firewall
  • 'packet inspection' or other measures prevent voice traffic via fall-back port TCP 443.

Ask them to allow this traffic (white list) to domain session.voxeet.com

Troubleshooting your microphone 

If others cannot hear you, this usually means that your microphone is

  • disabled
  • muted
  • claimed exclusively by another application
  • set to a very low volume

These issues can be caused at the level of your head-set or laptop, your operating system, your browser or MeetingSphere.

Check directly

  1. Is your microphone muted in MeetingSphere? If so, unmute it.
  2. Is your microphone disabled on your headset? If so, enable it.
  3. Is your microphone disallowed in your browser? If so, allow MeetingSphere to access it after which you'll be asked to refresh the page. Browsers differ in where you can change settings for the site:
    • Chrome: Click on 'Secure' in the browser's address bar
    • Edge: This issue should not apply
    • Firefox: Click on in the browser's address bar
    • Opera: Click on in the browser's address bar
    • Safari: Open menu 'Safari' >> 'Settings for this site'

Other checks may take longer. If in doubt, hang up directly and dial in with your phone.

After the meeting proceed with the following checks:

  • Is your microphone enabled on your computer? Volume? If not, enable it or turn up the volume.
  • Does another voice-enabled application (e.g. a softphone) claim your microphone? If so, close it and, if required, reboot.
  • Check your operating system's device manager for driver issues or conflicts and fix them.

Troubleshooting your speakers

If you cannot hear the others, this usually means that your speakers are disabled or turned low at the hardware or operating-system level.

Check quickly

  • Have you plugged in a headset and are not wearing it? Put it on.
  • Is your speaker turned off or low volume on your device or headset? If so, switch it on or turn up the volume

Other checks may take longer. If in doubt, hang up directly and dial in with your phone.

  1. Check whether audio is enabled at operating system level? If not, enable it.
  2. Does another voice or media application (e.g. a softphone or media player) claim your speakers? If so, close it and, if required, reboot.
  3. Check your operating system's device manager for driver issues or conflicts and fix them.