The interpreter can't hear me
Check your audio settings in Zoom. Open the main Zoom window, select the settings cog, then select "Audio." Confirm your Speaker and Microphone settings and test both to make sure they're working.
I can't hear the interpreter
Double-check your audio settings in Zoom, and confirm your system can play other sounds. If you believe there are issues with the interpreter's audio:
Using internal interpreters? Have the interpreter check their audio settings in Zoom. The browser permissions are separate for a Zoom call and an on-platform Boostlingo call.
Using the Boostlingo Professional Interpreter Network? Complete the Interpreter Quality Assurance Incident Report form.
The interpreter hasn't joined the meeting
It can take up to 2 minutes for an interpreter to join. If they still haven't joined after 2 minutes, check the following:
The Waiting Room feature is disabled. See How to add an audio interpreter to a Zoom virtual meeting for instructions.
The meeting isn't locked. Unlock it if it is.
The requestor is a member of a language policy and service type policy that matches the interpretation requested.
I received the email "Zoom Issue Connecting: Something went wrong..."
Confirm the invitation was sent correctly. See How to add an audio interpreter to a Zoom virtual meeting for a walkthrough of the correct settings.
This error usually means the requestor doesn't have the correct language or service type permissions to route to an interpreter. As an LSC administrator, open the requestor's account from Members>Accounts and check those policies in its Features section to confirm the account supports the requested language pair and service type.
Next steps / Getting more help
If the issue persists, contact Boostlingo Support and include the original invitation email to speed up resolution.