If you're getting connected, and then experiencing audio issues.
Here are some of the most common culprits for troubleshooting audio issues.
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First, make sure you are using a supported HTML5-capable browser.
Be sure to keep your browser updated to get the latest software fixes!
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Make sure your microphone is tested before the presentation.
Follow the steps below to test your microphone.

Step 1: Open the Device Settings window

Click on the cog icon in the Control Bar inside the Presenter Console.

Step 2: Select the microphone you want to use

If you have multiple microphones in the Microphone selector, choose the one you will use.

Step 3: Verify the volume meter moves

Talk to your microphone and verify that the volume meter under the Microphone selector is moving while you talk.

If your volume meter is moving while you’re talking, then your microphone works. If it is not moving, see the common issues below and follow the steps to troubleshoot.
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If you do not see your microphone in the Microphone selector in the Device Settings window, it is most likely that your device is not connected properly or there is a permission issue. Follow the steps below to troubleshoot.

Step 1: Make sure your device is connected properly

If it is connected via a USB port, try unplugging and replugging in your device. Or, try using a different port if possible. If you are using a bluetooth device, ensure that it is turned on and connected properly.

Step 2: Make sure to allow access to your microphone when prompted

When the first time you open the Device Settings window, the browser will ask you if you want to allow or block the Presenter Console to access your microphone. Make sure to click the Allow button. Learn more about browser permission settings.

Step 3. Enable microphone access in your operating system

If you are still not seeing your microphone in the list, it is possible that your browser has not been permitted to access it. Make sure you have enabled the browser to access your microphone in your operating system settings.

Step 4. Make sure no other applications currently access your microphone

Too many applications trying to access your microphone can cause an error with the built-in microphone functionality. On Windows, close applications that might use your microphone in the Task Manager window.

On macOS, you can release your microphone from other applications that might be using it by using a command line. You may need administrative privileges on your computer to do this.

If you do not see the volume meter moving while you are talking, it means the Presenter Console isn’t able to collect your voice. Others will not be able to hear you.

Follow the steps below to troubleshoot.

Step 1: Make sure your microphone is not muted

Your microphone device may be muted, make sure the microphone device is not muted.

Step 2: Test the microphone using a built-in app.

Test your microphone in a built-in app, like the Voice Recorder on Windows 10/11, and Voice Memos app on Apple macOS.

Step 3: Verify your microphone settings

If the built-in application does not work either, you need to check your microphone settings.

Follow the steps described in this article and try to increase the microphone volume in your settings’ settings.

Click on the Apple menu > select System Settings or System Preferences > click Sound, switch to Input tab, select the microphone and talk to see if the Input level bar moves.

If the Input level bar does not move, try to adjust Input volume to maximum.

Step 4: Close other applications

If your microphone is working in other apps and the settings are correct, try closing any other applications that might be using the camera.

Step 5: Clear browser cache and restart your browser

If the issue persists, clear the browser cache and restart your browser in the following ways;

Note: Quitting the browser might not resolve the problem because the browser’s extensions or add-ons might not be reset correctly.

After restart, open the Presenter Console in a private or Incognito window. Run the test again inside the Device Settings window, if you see the volume meter moving, the issue may be due to a browser extension. Disable any browser extensions to see if this solves the issue.

Step 6: Restart your computer

If after restarting your browser you still cannot be heard, restart your computer.
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When a presenter cannot be heard during a presentation, there could be different causes.

Follow the following steps to troubleshoot:

Step 1: Make sure the microphone is unmuted:
If the microphone is muted, you will see this icon: - in the Control Bar. If you are helping another presenter, you can check the microphone mute status from the Presenters List. Make sure to unmute the microphone.

Step 2: Make sure the correct microphone is selected in the Device Settings window

If the microphone device is not muted, make sure the correct microphone is selected in the Device Settings window.

Step 3: Make sure the volume meter is moving

Ask the presenter whose audio cannot be heard to verify that the volume meter is moving while talking in the Device Settings window. If the volume meter is not moving while talking, follow the steps here to troubleshoot.

Step 4: Make sure the connection is not blocked

If you can see the volume meter moving in the Control Bar window and your audio cannot be heard by other presenters, click on the network status icon to open the Network Status window inside the Presenter Console and check if the audio upload speed is zero.

If you see no audio being uploaded, it is likely a network connection issue. You need to contact the network administrator to verify the network setup. Learn more about preparing your network.

When a presenter’s audio keeps cutting in and out, there could be different causes.

Step 1: Make sure to close not needed applications and browser windows/tabs.

Other open applications or web pages in other browser windows/tabs might consume significant network bandwidth or CPU. It may cause not enough audio data to be sent to the server. Close all applications and browser windows that are not required for the presentation.

Step 2: Make sure your computer CPU is not in high usage.

If after closing other applications and browser windows and you are still experiencing this issue, it may be some background applications cause high CPU usage, which can cause audio issues. Find the background applications that have high CPU usage and stop those applications.

macOS: Open Finder > Click Go menu > Utilities > Open Activity Monitor.app

Windows: Click Start > Search for Task Manager

Step 3: Make sure your connection is strong

If your network bandwidth meets or exceeds our requirements and you’re experiencing this issue, try one of these options:

Step 4: Mute your camera

Poor network performance often causes the audio packets to drop, mute your camera to save the bandwidth when you are in a weak network connection.

Step 5: Temporarily disable antivirus software

Antivirus software might interfere with your microphone. Try disabling it temporarily to see if the issue is fixed.

Step 6: Upgrade your microphone driver

On Windows, it is possible that your microphone is not working properly due to corrupted or outdated drivers. Try to update your microphone drivers.
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If you are in the middle of a presentation and the audio issue cannot be fixed after following the steps above, try to connect by phone. Learn more about connecting by phone.

For further assistance, contact us through chat or send us an email at support@webinar.net.