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Dialer Audio Troubleshooting Guide
Dialer Audio Troubleshooting Guide

If you're experiencing issues with your Dialer audio, follow these steps to diagnose and resolve the most common problems.

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Written by Andrew Black
Updated over a week ago

Step 1: Check Your Hardware

  1. Headset/Earphones: Ensure they are plugged in securely. If wireless, check that they are charged and turned on.

  2. Microphone: Verify that your microphone is not muted. Look for a physical switch on the device or check the mute setting in the dialer.

  3. Speakers: Test your speakers by playing a sound or video to ensure they're working.

  4. External Devices: Disconnect any external audio devices not in use. They can sometimes override your preferred input and output settings.

Step 2: Verify Dialer Input/Output Settings

  1. Input/Output Selection: In the Dialer, click on the arrow next to the Mute button ensure the correct microphone and speakers are selected.

  2. Permissions: Ensure the Dialer has permission to access your microphone and speakers.

    1. Chrome Settings

      • Navigate to your Chrome Settings, Privacy and Security, Site Settings, and select Microphone.

      • Toggle on “Sites can ask to use your microphone”.

      • Under “Allowed to use your microphone”, ensure sourcewhale.app is listed

    2. System Settings

      For Windows devices:

      1. Go to your Settings application.

      2. Click Privacy & Security, then select Microphone.

      3. In the Microphone section, toggle on “Allow desktop apps to access your microphone”.

      For Mac devices

      1. Go to your System Preferences.

      2. Click Security & Privacy, then select the Privacy tab, and choose Microphone.

      3. Find and toggle on Google Chrome.

      4. When asked to restart your Chrome application, please choose “Quit & Reopen”. If you happen to click “Later”, restart the application to make sure your microphone permissions are updated.

Top Tip: Regularly test your call setup before important calls to ensure everything is working smoothly.

Step 3: Test Your Network Connection

  1. WiFi Strength: A weak WiFi signal can affect call quality. Check your WiFi signal strength and move closer to the router if necessary.

  2. Speed Test: Run a speed test to ensure your internet connection is stable and fast enough for a call. A minimum of 1.5 Mbps upload and download speeds is recommended for a quality call.

  3. Wired Connection: If possible, use a wired connection to improve stability and speed.

  4. Restart Router: If you're experiencing issues, try restarting your router to refresh your connection.

Step 4: Check Chrome

  1. Extension Updates: Ensure your extension is up to date. Outdated versions can lead to audio issues.

  2. Chrome Updates: Confirm the most recent version of Google Chrome is installed.

  3. Restart Chrome: Close and reopen your chrome browser

  4. Check for Interference: Other applications or browser tabs can interfere with your call. Close unnecessary programs and tabs.

Step 5: System Settings

  1. Operating System Settings: Go to your system's sound settings and ensure the correct devices are selected for input and output.

  2. Driver Updates: Check if your audio drivers are up to date. Outdated drivers can cause compatibility issues.

Step 6: Contact Support

If you have gone through all the above steps and are still experiencing issues, contact our support team. Please be prepared to provide information on:

  • Details of the steps you've already taken.

  • Specifics about the issue you're experiencing.

Stuck or need some help? Click on the chat icon at the bottom right-hand corner to connect with our support team! 💬

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