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Aug 25, 2020 | view(s) | people thought this was helpful

Webex Audio Troubleshooting

If you are having audio issues in a meeting, we have some tips to help you resolve your issue.

Webex Audio Troubleshooting


Note: This article does not apply to the Webex Personal Conferencing service.

When you join a meeting with audio, you should see a prompt to connect to the audio conference.

For help connecting to the meeting audio, see:

Sound will be heard through your speakers if:

  • The presenter is playing a media file (audio/video) in the meeting.
  • The meeting is configured to use VoIP only, Mixed Mode audio, or Audio Broadcast.

If you are not hearing any sound, try the following:

  • Make sure you are connected to the audio conference. When connected, a phone or headset icon should appear next to your name in the Participants panel.
  • Use the Audio and Video Connection ... or Computer Audio Settings..., under the Audio menu, to make sure you have selected the right speaker to use for audio. You may also adjust the audio volume from this screen.
  • If connected using your computer, try increasing the volume on your speakers or headset.
  • Make sure the host or presenter is actually speaking. When they are talking, you should see blue waves coming from their phone or microphone icon.
  • Try chatting to the other participants and see if others are unable to hear the audio.
  • If using VoIP or computer audio, make sure your speakers or headset are connected properly, try:
  • The Exclamation User-added image Mark appears when your speakers or headset are muted in your computer sound settings. This is a separate setting than any mute setting within the meeting window itself.
    • Hover your mouse over the Exclamation Mark, and you will see an indicator on whether your speakers or microphone are muted.  Click Here to correct the issue
  • If the event is using Audio Broadcast, try leaving the event and rejoining. If you still have problems, you can request to join the phone conference.
If you are experiencing issues using the Webex Call Me service:
  • The Call Me service works only to the countries listed in the Audio Connection window.
  • Input a Toll number. Call Me cannot call a Toll Free number located outside of the country from which the call is being made. The call is being made from within the USA, UK, or Singapore depending on which Webex audio bridge is assigned to the site.
  • Input the phone number appropriate for an international call. The call is coming from either the USA, UK, or Singapore. Try to input the phone number as though it is being dialed after the country code has been entered.
Echoing is heard:
  • Phone - Echoing is generally caused by a participant in the teleconference on a speakerphone creating an audio feedback loop. The mic on the speakerphone is picking up the teleconference and rebroadcasting it.
  • VoIP - One of the causes of echo in your audio conference is a microphone, or headset with microphone, that is placed too close to computer speakers.
To resolve echoing issues, Mute all lines in the teleconference, then Unmute only the active speakers.
 

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