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Audio Issues Troubleshooting Guide

  • Updated

This guide covers different situations you may encounter with your Microphone or Speakers in Engageli. If your Microphone won't turn on, is showing as unreachable or is on but not hearable by others, follow the steps below.

Basic Audio Troubleshooting

Follow these guidelines before moving on to more advanced troubleshooting:

  1. Check that you are using a supported device. If you're using Engageli from a mobile device, please check to see if the Engageli mobile app is supported on that device. Engageli supports iOS and Android OS using the Engageli Mobile app, and Windows, MacOS and ChromeOS.
  2. Check that you are on an Engageli-supported browser. We currently do not recommend Safari or Firefox browsers. If you are using one of these and encounter audio issues, please join Engageli via the latest version of Google Chrome, Edge, or a browser on Chromium (Opera, Vivaldi, Brave).
  3. Refresh the browser. Sometimes, simply refreshing the browser can resolve an audio issue.
  4. Try joining using Incognito. Browser extensions may sometimes interfere with your peripherals. Try opening the session link in a Chrome Incognito window (InPrivate window in Edge, or Private window in Brave) to see if your microphone works. If it does, it could be a specific extension causing the conflict.
  5. Check your computer’s permissions (Guides here: Windows | Mac). Use these guides to check the privacy and security settings for your System and Browser, and make sure that desktop apps have access to the right peripherals.
  6. Make sure the Operating System and your video/audio drivers are up to date. Ensure that your video card drivers, audio drivers, and Windows/MacOS are up to date. There are known stability issues with some older AMD drivers. If you have the AMD Adrenaline or Nvidia app, please make sure the drivers are the most recent version. You may need to contact your Administrator to update these applications.

Does your microphone work in other applications?

If you're still encountering issues with your Camera in Engageli, try opening another program that uses the camera to see if it works. For Windows, try using the Voice Recorder app, and for Mac, try using the Quicktime app. If you're able to use the Microphone in those apps, try running the Engageli system test from the lobby.

Troubleshooting Different Headset Types

Follow these steps based on the kind of headset you're trying to troubleshoot.

  • Bluetooth headphones/headset
    • Disconnect your headphones from your computer.
    • Turn your headphones off or put your earbuds in their charging case.
    • Check that the audio works on your internal computer speakers.
    • Turn your headphones back on or remove your earbuds from their case.
    • Reconnect your headphones or earbuds to your computer.
  • USB headphones/headset
    • Disconnect your headphones from your computer’s USB port.
    • Check that the audio works on your internal computer speakers.
    • Plug your headphones into a different port, if possible.
  • 1/8” (3.5mm) connector headphones/headset
    • Remove your headphones from your computer’s 1/8” jack.
    • Check that the audio works on your internal computer speakers.
    • Plug your headphones back into the 1/8” jack.

If possible, you can also try plugging the headset into another system to see if it works.

Troubleshooting audio issues on the Engageli iOS App

If you have an issue with your microphone while using the Engageli app, check to make sure you’ve given Engageli access to your microphone in the device Settings. You'll be prompted to 'Allow' iOS permission to these settings the first time the app is launched.

Check iOS Privacy and Security settings

  1. Open the Settings app on your device.
  2. Tap Privacy & Security.
  3. Tap Microphone.
  4. In the list of apps, find Engageli.
  5. Tap the Engageli toggle to allow Engageli to access your microphone.
  6. Restart your device.

Check the Engageli app settings

  1. Open the Settings app on your device.
  2. In the list of apps, find and tap Engageli.
  3. Tap the Microphone toggle to allow Engageli to access your microphone.
  4. Restart your device.

If you still experience microphone issues, try deleting and then reinstalling the app.

Troubleshooting audio issues on the Engageli Android app

Follow these steps to troubleshoot your audio/microphone not working on Engageli for Android

  1. Go to Settings on the Android device.
  2. Select Privacy.
  3. Select the Permission manager.
  4. Select Microphone to view all apps with microphone access permissions.
  5. Find Engageli in the list, and make sure you have allowed microphone permissions while using the app.

If you're still experiencing issues with audio after these steps, try stopping the Engageli app and restarting it:

  1. Go to Settings on the Android device.
  2. Select Apps.
  3. Select App Management.
  4. Find Engageli in the list.
  5. Select Force Stop.
  6. Exit Settings.
  7. Reopen the Engageli app.

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