AV Troubleshooting - Windows

Problems:

 

 

1: Caller can't hear you (you can hear caller)

A: Copy text to send as IM:
Do you have headphones plugged into your computer?

If caller says yes, ask caller to put them on ears or unplug to switch to internal speakers.

B: Copy text to send as IM:
Do you have external speakers? Are they turned on, and volume turned up?
 

C: Copy text to send as IM:
Let’s try something else. Click on the window where you see your own video. In the gray bar at the bottom/right, click on the gear icon. Then click on "Audio and Camera Setup..."

D: Copy text to send as IM:
In the Speaker section of the “Audio and Camera Setup” window, try selecting a different Device from the menu. Then increase the Volume slider, press the blue play button, and listen for the sound.

E: Copy text to send as IM:
If you still can’t hear anything, then try selecting a different device from Speaker section.

 

 

 

2: You can't hear caller (caller can hear you) 

A: Tell caller how to unmute the microphone.

 

B: Tell caller how to open "Audio and Camera Setup..." window.

Click on the window where you see your own video. In the gray bar at the bottom/right, click on the picture of a gear. Then click on "Audio and Camera Setup..."

C: Tell caller how to try a different Microphone.

In the Microphone section of the “Audio and Camera Setup” window, try selecting a different Device from the menu.

 

D: Tell caller how to disable "Automatically adjust my volume"

In the Microphone section of the “Audio and Camera Setup” window, try unchecking the "Automatically adjust my volume". Adjust the slider for Microphone volume to all the way to the right.

 

3: You can't see caller (their video is gray/muted) 

A: Tell caller how to unmute their video.

 

 

 

4: You hear echo from caller

A: The easiest solution to echo is for the caller to use headphones. Ask caller if he/she can use headphones for the call. (if answer is no, proceed to B)

 

B: Ask caller if they are using an external USB mic (e.g. webcam mic) or internal mic. Ask caller to try selecting a different device in Microphone section of the “Audio and Camera Setup” window. The internal microphone is the preferred device if there is echo.

Tip: internal microphone usually has a name similar to the internal speaker name in Speaker section.

 

 C: Tell caller to click "Advanced" in Microphone section of “Audio and Camera Setup” window. Then click on "AECm" to see if that eliminates the echo.

 

 D: If echo is still present, ask caller again if they have headphones that they can plug in and use.

 

[Seton troubleshooting start]

 

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