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Troubleshoot audio and video issues
Troubleshoot audio and video issues
Use the following information to troubleshoot audio and video issues.
Written by Sparsh Bajaj
Updated over a week ago

Check background activity

  • Make sure no other apps use the camera and mic in the background, such as Teams and Zoom.

Check users' computer and mobile device peripherals

  • Using the settings icon on the bottom left, ensure the correct microphone and speaker are selected.

  • If you're using a Bluetooth headset, charge the headset before starting a meeting.

  • Make sure that the microphone or speaker is not muted. If the Audio next to the person's profile image is not moving, memoriaCall is not receiving audio from that user. If a user is muted, you'll see the Mute icon next to their profile image.

  • Ensure the microphone or speaker is not muted on their device, such as in the system settings or through a mute hardware button.

  • Check that the correct microphone and speaker are selected in the Memoria settings. If a wireless headset is selected as a peripheral but is not used during a meeting, it can give the impression that the audio is not working.

  • On computers, you must allow Chrome Browser and Mozilla Firefox to access your computer's microphone using the new privacy settings. Otherwise, memoriaCall will not include audio from your device.
    To allow access to your computer's microphone:

    1. Go to System Preferences > Security & Privacy.

    2. Select Privacy > Microphone.

    3. Next to Google Chrome or Firefox, check the box.

  • If you are facing the low audio issue, go to System Preferences > Sound > Input and uncheck the Use ambient noise reduction box.

Review custom camera or microphone setups

  • Do not use the camera's microphone for optimum echo cancellation.

  • Make sure that the microphone and speaker volume and gain are set correctly. Too much gain or sensitivity can cause an echo or audio stuttering.

  • Ensure that the microphone and loudspeaker are connected to the same audio clock (soundcard or DSP/mixer) and that no other non-linear blocks are in the signal path (for example, no TV processing or extra mixers).

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