Troubleshoot sound issues

This article applies to: UserZoom

✅ Plan Availability: All Plans
👥 User roles: Owner, Admins, and Researchers
For more information, see our article on how to find your plan and user role.

On this page:

• Sound not working: macOS (Desktop/Laptop)
• Sound not working: Windows 10 (Desktop/Laptop)
• Sound not working: Android (Mobile)
• Sound not working: iOS (Mobile)
• Poor audio quality

Sound not working: macOS (Desktop/Laptop)

Remember to test after each of these steps to determine if the issue was resolved.

1. Select a different microphone or sound output.
   1. In the vertical menu on the right, they click the Settings icon .
   2. From there, they can choose to join by phone instead of using computer audio.
2. Confirm that your microphone, headphones, or speakers work using another app or software.
   1. Go to System Preferences > Sound.
   2. Go to the Output and/or Input tab.
   3. Make sure your device is selected there and that the volume is on.
3. If using a headset, make sure it is properly connected to your computer and that the microphone is not muted.
4. Check if the microphone is blocked in the Operating System.
   1. Go to System preferences > Security & Privacy > Privacy > Microphone.
   2. Select the checkbox next to Google Chrome.
   3. Restart your browser for the changes to take effect.
5. Check if the microphone is blocked in Chrome.
   1. Paste chrome://settings/content/microphone in the Chrome address bar.
   2. Press Enter.
   3. Check if UserZoom is under blocked sites. If so, remove it from there.
   4. If after making this change Chrome still says that your microphone is blocked, go to chrome://policy/.
   5. Check if there is a policy applied by your administrator. If so, contact your local IT Support.
6. Check that no other software is already using the microphone.

Sound not working: Windows 10 (Desktop/Laptop)

Remember to test after each of these steps to determine if the issue was resolved.

1. Select a different microphone or sound output.
   1. In the vertical menu on the right, they click the Settings icon .
   2. From there, they can choose to join by phone instead of using computer audio.
2. Confirm that your microphone, headphones, or speakers work using another app or software.
   1. Go to Settings > System > Sound.
   2. Make sure your output and/or input devices are in the corresponding drop-down.
   3. If not, click Manage sound devices to see if they are there. If they are, make sure they're enabled.
   4. Try the Troubleshoot option to identify any problems.
3. If using a headset, make sure it is properly connected to your computer and that the microphone is not muted.
4. Check if the microphone is blocked in the Operating System.
   1. In the search bar next to the windows menu icon at the bottom left, search for Settings.
   2. In Settings, look for microphone privacy settings.
   3. Under Allow apps to access your microphone, make sure the toggle is on.
   4. Under Allow desktop apps to access your microphone, make sure the toggle next to Chrome is on.
5. Check if the microphone is blocked in Chrome.
   1. Paste chrome://settings/content/microphone in the Chrome address bar.
   2. Press Enter.
   3. Check if UserZoom is under blocked sites. If so, remove it from there.
   4. If after making this change Chrome still says that your microphone is blocked, go to chrome://policy/.
   5. Check if there is a policy applied by your administrator. If so, contact your local IT Support.
6. Check that no other software is already using the microphone.

Sound not working: Android (Mobile)

Remember to test after each of these steps to determine if the issue was resolved. These steps are for participants only.

1. Make sure that your device's microphone works.
2. Try using an external headset.
3. Make sure that the UserZoom Live app can access your microphone.
   1. Go Settings.
   2. Search for Permissions.
   3. Choose Microphone.
   4. Find the UserZoom Live app.
   5. Enable microphone access for it.

Sound not working: iOS (Mobile)

Remember to test after each of these steps to determine if the issue was resolved. These steps are for participants only.

1. Make sure that your device's microphone works.
2. Try with an external headset.
3. Make sure that the UserZoom Live app can access your microphone.
   1. Go to Settings > Privacy.
   2. Find the UserZoom Live app.
   3. Enable microphone access for it.

Poor audio quality

• For the best experience, we highly recommend wearing a headset with a built-in microphone.
• Try these troubleshooting steps:
  • Slow or weak internet connection
  • Slow computer

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