Step 1: Check Your Hardware
Headset/Earphones: Ensure they are plugged in securely. If wireless, check that they are charged and turned on.
Microphone: Verify that your microphone is not muted. Look for a physical switch on the device or check the mute setting in the dialer.
Speakers: Test your speakers by playing a sound or video to ensure they're working.
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
Input/Output Selection: In the Dialer, click on the arrow next to the Mute button ensure the correct microphone and speakers are selected.
Permissions: Ensure the Dialer has permission to access your microphone and speakers.
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
System Settings
For Windows devices:
Go to your Settings application.
Click Privacy & Security, then select Microphone.
In the Microphone section, toggle on “Allow desktop apps to access your microphone”.
For Mac devices
Go to your System Preferences.
Click Security & Privacy, then select the Privacy tab, and choose Microphone.
Find and toggle on Google Chrome.
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
WiFi Strength: A weak WiFi signal can affect call quality. Check your WiFi signal strength and move closer to the router if necessary.
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.
Wired Connection: If possible, use a wired connection to improve stability and speed.
Restart Router: If you're experiencing issues, try restarting your router to refresh your connection.
Step 4: Check Chrome
Extension Updates: Ensure your extension is up to date. Outdated versions can lead to audio issues.
Chrome Updates: Confirm the most recent version of Google Chrome is installed.
Restart Chrome: Close and reopen your chrome browser
Check for Interference: Other applications or browser tabs can interfere with your call. Close unnecessary programs and tabs.
Step 5: System Settings
Operating System Settings: Go to your system's sound settings and ensure the correct devices are selected for input and output.
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! 💬