If you're having trouble hearing audio during your Voxy lessons or live classes, this guide will help you identify and fix the issue. Audio problems usually fall into one of two categories: lesson audio or live class audio (group classes and private sessions). Follow the steps below for your situation.

Before you start — quick checklist

Make sure your device volume is turned up and not muted.
Check that your headphones or speakers are properly connected.
Use Google Chrome — it's the recommended browser for the best Voxy experience.
Make sure your browser is up to date.

Audio not working in Smart Lessons or Lesson Lab activities

If you can't hear audio while doing lessons (vocabulary, listening exercises, video quizzes), try the following steps in order:

Step 1 — Check your browser permissions

Your browser may be blocking audio playback. To allow it in Chrome:

Click the lock icon to the left of the address bar.
Make sure Sound is set to Allow.
Reload the page and try again.

Step 2 — Try a different browser or device

Safari may block audio autoplay by default. If you're using Safari or a mobile browser, switch to Google Chrome on a desktop or laptop for best results. Tablets (iPads) may also have limitations with some lesson types.

Step 3 — Clear cache and try incognito mode

Open a new incognito/private window in Chrome and try your lesson again. If audio works in incognito, clearing your browser cache should fix it in regular mode.

Step 4 — Check your headset

If you're using a headset with active noise cancellation (common in work headsets), it can interfere with audio playback by fading sound in and out. Try regular earbuds or a gaming headset instead, which tend to perform better.

Audio not working in live classes (group or private)

Live classes run on Zoom through the Voxy platform. Audio issues here are usually caused by browser permissions, device settings, or connection problems.

Issue: You can't hear anything / no audio when joining

Make sure your speakers or headphones are connected and your system volume is not muted.
When prompted by Zoom, click Join Audio — you must actively join audio to hear the class.
If you see an error, check the section below for your specific error code.

Issue: You can hear but others can't hear you (microphone not working)

This is usually a browser permission problem (error code DV000). To fix it:

Use Google Chrome.
Click the lock icon in the address bar → set Microphone to Allow.
Follow these Chrome instructions for step-by-step guidance.
Reload the page after making changes.

Issue: Echo or feedback during the class

Echo is usually caused by having your volume too high, or by not using headphones. To fix it:

Turn your speaker volume down.
Switch to headphones — this is strongly recommended for all live classes.
Mute your microphone when you're not speaking.

Issue: Audio keeps cutting out or reconnecting

This is a connection instability issue (error code CN001). It may be caused by a weak internet connection or a company firewall blocking Zoom. Try the following:

Move closer to your Wi-Fi router or connect via ethernet cable.
Turn off your camera during the class — video uses significant bandwidth and turning it off can stabilise audio.
If you're on a company network, try switching to a personal internet connection (e.g. your phone's hotspot). Company firewalls sometimes block Zoom's audio servers.
Leave the meeting and rejoin if the issue persists.

Issue: Completely disconnected from the class

If you lose connection entirely (error code CN000), reload the page and rejoin using the original class link. Tip: Always copy your class link before joining so you can quickly get back in if you're disconnected.

Still having issues?

If none of the steps above resolved your audio problem, please ask Fin to talk to a human and we will escalate your issue. To help us investigate faster, include the following details in your message: