Q&A: Troubleshooting Microphone Issues

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If you're looking for help with setting up your microphone, please check out our step-by-step guide,"How to: Set up your microphone". This article will help you troubleshoot some common microphone-related issues.

If you're having trouble with your microphone, it is often related to your Adobe Flash Settings. First things first, make sure that you've installed the latest version of Adobe Flash. If that's done then make sure Flash is enabled on your browser, the default setting on Chrome is often to disable Flash so it's a good idea to double check:

FAQ-Device_Setup-Flash_on_Chrome_Browser.png

For more on how to enable Flash on FireFox, Safari, and Chrome, click here.

Q: What if Flash shows "No microphone detected"?

A: If your Flash Player cannot find a microphone or audio device, read the documentation for your computer and your microphone to make sure your microphone is installed correctly.

Q: Why isn't my audio detected during microphone sample playback? 

A: If you receive an error message like the one below, click the "Retry" button to retry your response. Make sure all other applications that might be using the mic (i.e Skype, FaceTime) are closed.

FAQ_mic_error_no_audio.png

If that doesn't work, try the following: 
1. Go back to Device Setup (you'll be able to pick up where you left off afterwards). In Webcam Setup, right-click within the recorder screen > Click "Settings" to open up "Flash Player Settings" > Click the microphone tab to check on your mic settings > proceed to Microphone Setup and re-record your sample.

FAQ_mic_settings_1.png

FAQ_mic_settings.png

2. Close your browser completely and/or restart your device and try again.

Q: How do I know that my audio is being recorded during my video responses?

A: During your recordings you should see a white dot flashing next to the microphone symbol indicating that audio is being detected. If audio is not detected from a response you've tried to submit, you will get an error message letting you know to retry the response and/or go back to device setup. You'll able to pick up where you left off afterwards.

FAQ_mic_dot.png

Q: Why is the audio in my sample playback distorted? 

A: There could be a few reason for this:

1. You have a firewall enabled, which must be turned off as firewalls tend to cause frequent connection issues. After disabling your firewall, refresh the browser and/or try using an alternate browser (Chrome, Firefox or Safari are recommended).
2. Your microphone’s driver might be either outdated, missing, incompatible or corrupt. You can try to uninstall and reinstall drivers in your computer's device manager settings OR use an alternative method such as a headset with a built-in microphone.
3. Check that you have stable internet connection. (Click to see: "Q&A Internet Connection")

 

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