Troubleshoot issues with sound

The most common cause of issues with sound will because the wrong input (microphone) or wrong output (speaker or headset) has been selected or that the browser has been blocked from accessing them. If the person you are calling can’t hear you then the issue will be your input. If you can’t hear the caller the issue will be with the output.

What to look at if you are having problems with sound:

Check your device isn’t muted.
Check your browser has access to your microphone by clicking the padlock icon next to the search bar.
Set your system sound settings to the correct microphone, speaker or headset. (see below for instructions)
Check your privacy and security settings to make sure your browser isn’t blocked from accessing your microphone, speaker or headset.
If the sound suddenly stops during a call, check you haven’t got a loose connection and any microphones or headsets are plugged in properly. Check that the system sound settings haven’t changed.
Still having issues? try quitting other programs that use your microphone or speakers like Zoom, Microsoft teams or Skype. These may block other programs from being able to play sound.

Set your default system sound settings to the microphone and speaker/ headset you wish to use:

Windows:
1. Right click the speak icon in the system tray (usually at the bottom right of the screen).
2. Select "Open sound settings" from menu.
3. In the sound settings window, scroll down to the "output" section. Here you will see a dropdown menu under "Choose your output device".
4. Click the dropdown menu and select the desired output speaker or headset from the list
5. Scroll to the "input" section Here you will see a dropdown menu under "Choose your input device".
6. Click the dropdown menu and select the desired microphone device from the list.
7. The change should take effect immediately. All sounds from your system, including those from your web browser should now input and output from the selected devices.

Mac:
1. Select "System preferences" from the drop down menu.
2. System preferences window click on "Sound".
3. In the Sound settings window click on the "Output" tab.
4. You will see a list of all available output devices. Click the desired speaker or headset to select it.
5. Click on the "Input" tab.
6. You will see a list of all available input devices. Click the desired microphone to select it.
7. The change should take effect immediately. All sounds from your system, including those from your web browser should now input and output from the selected devices.