Error type |
This article outlines some of the steps you and your IT team can take when troubleshooting microphone related issues.
Bola communication
You may encounter an error while using the mic troubleshooter in the desktop, in which Bola is not properly initiating a connection to the server to start your recording.
If you receive the Bola Communication error:
Close and re-launch the app
Please contact support for assistance
You may also see this error in the desktop app:
"Error connecting with Bola servers, please check your security/firewall settings or reach out to Bola support"
You will need to work with your IT team to resolve this issue. This problem relates to security policies or antivirus software blocking the Bola app from functioning properly.
Issues with internet speed
Error:
Low internet speed
Your internet speed is below the required 5 Mbps. Please consult with your IT team. Learn more.
In order to get your microphone working without issue while charting with Bola, you will need a strong internet signal with fast internet speeds.
If you are seeing the Low internet speed error, this means you have a problem with your internet connection. Please try the following:
Close software on your computer that you're not actively using
Check your internet signal by navigating to speedtest.net and running a download and upload test
For Bola to work properly, you will need a minimum bandwidth of 5 Mbps although 10+ Mbps is recommended
Restart your device/computer/operatory
If this doesn't resolve your issue, please consult with your IT team.
Latency issues
Error:
High latency
Your internet bandwidth or latency may be causing issues. Please consult with your IT team and contact Bola Support. Learn more.
In order to get your microphone working without issue while charting with Bola, you will need a strong internet signal with low latency.
If you receive the High Latency error, this means you have a problem with latency. Latency is a technical term that measures the time between you taking an action in the Bola app and when you see/get a response (such as saying a command and how long it takes for Bola to write it into your chart).
Because latency is highly technical, we recommend talking to your IT team and giving them the information below.
Tech talk for your IT team (click the > to expand)
Tech talk for your IT team (click the > to expand)
This section is intended for technical audiences
Although internet speed is important (especially a speed required to run Bola), latency is also a significant factor.
When the mic troubleshooter runs in Bola's desktop app, a ping will be sent to Bola's servers which will return a latency (e.g. ~60ms). Latency speeds above 100ms generally indicate an issue when using Bola.
A few things to try if you are encountering latency issues:
Contact Bola support for assistance
Upgrade your internet bandwidth
Try another channel (if not set to auto)
Remove any obstructions on or around your wi-fi router
Try resetting the office wireless router
Mic Detection
In order to use Voice AI, you will need a quality, functional microphone. Here are a few troubleshooting steps to try if you are seeing the mic detected error in the Bola desktop app:
Checking your physical microphone and USB ports:
For USB microphones: make sure your mic is plugged in properly. Try unplugging the microphone from the USB port and plugging it back in again to ensure it is working as expected.
If the mic still doesn't work, try plugging in your microphone into another USB port to see if there is an issue or limitation with the USB port you were attempting to use
If the mic still doesn't work, try plugging in another mic to test whether it is the device itself that is having issues
Checking your computer's sound settings:
Verify that your microphone is recognized by Windows by right-clicking on the sound icon on the taskbar (bottom right corner next to the clock) and select Sound settings
Under the “Input” section, check if your microphone is listed in the dropdown menu under "Choose a device for speaking or recording”. If your microphone appears in the list, it means Windows recognizes it as an active device.
If the microphone you want to use with Bola is listed but not selected, select your microphone from the dropdown menu
If the microphone is not listed, you may want to escalate this issue to your IT team for additional troubleshooting
Tech talk for your IT team (click the > to expand)
Tech talk for your IT team (click the > to expand)
This section is intended for technical audiences
If the above steps have been completed and an issue still persists, you may want to dig deeper in the dentist/hygienist's computer.
Check Device Manager:
Press the Windows key + X and select Device Manager from the menu
In the Device Manager, expand the “Audio inputs and outputs” section
Look for your microphone in the list. It might be named after the microphone itself or could be listed as a generic audio input device.
If the microphone is listed but has a yellow exclamation mark next to it, there might be a driver or device conflict. Right-click on the device and select Update driver to attempt to resolve the issue
If the microphone is not listed, review the “Sound, video and game controllers” section for any audio device with a yellow exclamation mark as well, as it could indicate a related issue
Enable disabled devices:
Right-click on the sound icon on the taskbar and select Sounds
Navigate to the Recording tab
Right-click on an empty space within the tab and make sure both Show Disabled Devices and Show Disconnected Devices are checked
If your microphone appears as a disabled device, right-click on it and select Enable
Return to Sounds to test the microphone:
With your microphone selected as the input device, speak into the microphone and observe the test bar beneath “Test your microphone.” If the bar moves while you speak, Windows is detecting sound from the microphone.
Restart the computer, when you are able to do so
Sometimes, a simple restart can resolve the issue. Save any open work and restart your computer during downtime in your day/week. After restarting, check if the microphone issue is resolved.
Built-in Mic Detection
Error:
Built-in mic
Built-in mic detected. We recommend using a different device. Please select another device. Learn more.
Using a built-in mic on your desktop or laptop computer is not advised while charting with Bola because built-in mics generally do not have audio enhancements and/or the quality of audio is very low.
A low-quality, built-in mic is problematic because...
Background noise will be picked up
Inaccuracies in charting will occur (wrong measurements, misunderstood commands, etc.)
Bola may not be able to hear you properly
Small talk may be picked up causing incorrect measurements or unnecessary notes
We recommend an external mic (either wired or wireless)
We automatically switch to our recommended mics if they are available. If you are using a mic you purchased, separately, you will need to manually change the built-in mic under Options/Mic Settings
Have questions about which mics are best to use with Bola? Check out our recommended mics here!
Microphone muted
Error:
Built-in mic
Built-in mic detected. We recommend using a different device. Please select another device. Learn more.
When you receive the mic muted error in Bola, that means your mic is muted via your computer settings or the physical microphone itself. Here are a few tips to test out on your end:
Checking your physical microphone:
For External Microphones: Some microphones have a physical mute button on the microphone itself or on its cable. Verify whether there is a mute button on your device and if so, make sure it is not pressed or switched to the mute position.
For Headsets: If you're using a headset with a microphone, check for a mute switch on the headset and make sure it's not set to mute. If necessary, check the manual for your device which may provide instructions on unmuting/muting your microphone.
Checking your computer's sound settings:
Right-click on the sound icon located on the bottom right corner of your taskbar (next to the clock)
Click on Sound settings
Under the “Input” section, choose your microphone from the drop-down menu if it's not already selected.
Make sure the “Mute” button under your microphone settings is disabled (i.e. make sure there is no line through your mic which indicates it is muted).
In this screenshot, my microphone is muted. Click the Unmute microphone button to turn your mic back on:
If none of the above steps resolved the issue, please contact your IT team and give them a link to this article. Below are some technical steps they can check on their end to troubleshoot this issue.
If you do not have an IT team available, contact Bola's Support team for further assistance.
Tech talk for your IT team (click the > to expand)
Tech talk for your IT team (click the > to expand)
This section is intended for technical audiences
When running this test from the microphone troubleshooter utility in Bola, we check the audio stream coming from the operatory used to chart with Bola.
We specifically check whether the audio stream array is 0. If the array is 0, it means that no audio is coming in.
Here are a few more things to try on your end:
Check Microphone Settings in Control Panel:
Navigate to the Control Panel
Click on Hardware and Sound and then Sound
In the Sound window, switch to the “Recording” tab.
Right-click on your microphone (it might be listed as your headset if you're using one) and select Properties
In the Microphone Properties window, go to the Levels tab.
Make sure the microphone is not muted. If it is muted, click on the icon to unmute it, or adjust the slider to increase the microphone volume
Make sure apps are allowed to access the microphone:
Press the Windows key, type “Microphone privacy settings,” and press Enter
Make sure the toggle under “Allow apps to access your microphone” is switched On
Scroll down to ensure the specific app you're using is allowed to access the microphone.
Restart the computer
Sometimes, a simple restart can resolve the issue. Save any open work and restart your computer. After restarting, check if the microphone issue is resolved.
Microphone volume
The input volume of your mic is very important. If the input volume is too low, Bola can't hear you. If it is too loud, it will be overly sensitive picking up all small talk and other dental professionals charting in the office.
As such, we recommend the following:
Input volume lower than 80% - to avoid over-sensitivity. If your input volume is too high, you will pick up background noise that could negatively affect your session.
Input volume higher of at least 60% - to pick up commands and markings. If your input volume is too low, Bola will miss or misinterpret commands you say.
Windows 10 and 11 has a couple of settings that if enabled may automatically adjust your mic volume while charting which may cause issues for you.
If you notice your input volume changing erratically while charting, try the following:
#1) Turn off the “Exclusive Control” setting
1. Press Windows + R to open the Run box.
2. Type mmsys.cpl and hit Enter to open the Sound window
3. Navigate to the Recording tab
4. Right-click on your Microphone device and then click Properties
5. In the Microphone Properties window, select the Advanced tab
6. Uncheck the box next to Allow applications to take exclusive control of this device in the Exclusive Mode section
7. Click on Apply and then on OK to save changes
8. Verify whether the problem with your microphone is resolved by charting in Bola
#2) Modify Sound Settings for Communication
1. Press the Windows key and type control panel in the search box
2. Click on the Control Panel in the search results
3. In the Control Panel, make sure that the View by is set to Large icons so you can see icons more easily
a. If not, then use the dropdown list and choose Large icons
4. Select Sound in the list displayed to adjust the Sound Settings on your system.
5. Navigate to the Communications tab in the Sound window
6. Select the radio button next to Do nothing under When Windows detects communication activity
7. Lastly, click on Apply and then on OK
8. Verify whether the problem with your microphone is resolved by charting in Bola