Troubleshooting Audio Issues

You or your patient not being able to hear audio can be due to several reasons. It's either

  • Your microphone is not working; or
  • Their speakers are not working

First, run a precall test on your device to make sure your microphone is setup and working.

Also have your client run a precall test to make sure their speakers are working. Send this link to your patient:

Here are a few things to try:

Refresh your browsers. Sometimes your browser doesn't connect to your microphone or their speakers properly. Have both you and your client both restart your browsers to give it another chance to connect properly.

Are their speakers turned on?
Make sure your client can hear sound from their speakers. If they have headphones or other speakers connected, make sure the sound isn't playing there. To confirm that sound is working, have them play this video.

Are the correct microphone and speakers selected?
Open your browser settings before or during a call to check which speakers and microphone are used. Both you and your patient need to check this. 

Do you have a microphone?
Your computer may not have a microphone, or it's not plugged in or turned on. Check to make sure you have a working microphone.

Is your microphone muted?
If you have a microphone with a press-to-mute button, make sure it isn't muted. Also, therapyzen telehealth video player has it's own mute button, make sure you don't have it on. 

Did you give permission to access your microphone?
The first time you log into a therapyzen telehealth session, your browser will request access to access your microphone. If you denied access, they won't hear you.

Restart both your computers <-- THIS SOLVES MOST ISSUES.
Sometimes other video conference software (e.g. Skype, Facetime) can block access to your microphone or speakers. Restart both of your computers, then try again.

Is your browser up to date? 
Out of date browsers can cause audio issues, make sure your browser is on the latest version. 

Switch Browsers
Sometimes there can be an error on your browser. Try using a different browser to see if it works. Therapyzen telehealth is compatible on Chrome, Firefox, & Safari.

Check your computer settings
Your computer settings may prevent you from sharing your microphone.  Check your microphone computer settings on Windows or Mac

Computer security settings
Check antivirus, firewall or parental settings.  You may have antivirus, firewall, or parental control software installed that is blocking access to your microphone. 

If your client still can't hear you after trying these steps, contact our support team.

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