Checklist Tips to Solve Audio Issues

Checklist Tips to Solve Audio Issues

If you’re having audio issues with Sococo, here's a list of settings to check to confirm that your audio configuration is set correctly on your Mac.

  1. Let's start with the very basics: be sure that the mic icon in the top right corner of the nav bar is set ON.

    The mic icon (labelled 1 in the screenshot below) will be bold when your mic is on. Remember you must turn on the mic each time you enter a room.


  2. Next, check that the Audio/Video settings in Sococo are set to the correct audio device by clicking the gear icon (labelled 2 in the screenshot above) in the top nav bar.

    Select your desired microphone. Use the feedback indicators to confirm that your mic is valid. If you see the green "My. what a lovely voice you have!...", Sococo is picking up audio from your mic. 


  3. If your audio is still not working, by chance is your headset hard muted? Yes, it's embarrassing, but it happens. (Let's just say I know.) Some audio headsets have a volume/mute control on the cord and it is easy to inadvertently hit the mute button leaning forward against your desk. Double check the volume level and make sure your mic hardware is not mute.

  4. If your mic still not working, confirm you have "allowed" Chrome to access your mic. Follow these troubleshooting steps: https://support.google.com/chrome/answer/2693767?hl=en 

  5. There are a series of known Chrome issues in Chrome 50 that result in audio being sent to the wrong output device. Most of these will be fixed in near term releases of Chrome. In the interrim, please use the Sococo desktop client which can be downloaded at https://app.sococo.com/a/download.

  6. Lastly, on Mac OS, there are known cases where the OSx audio stack can fail. This often involves simultaneous use of competing RTC products such as Facetime, Skype, Zoom, etc. In these cases, Sococo is unable to capture input from audio devices. To fix this, following these steps:
    1. On a Mac, quit FaceTime (or other RTC products).
    2. Make sure that other processes are not blocking the device access:
      1. Open Activity Monitor.app (Applications > Utilities > Activity Monitor.app)
      2. Select ‘All Processes’ from the drop down menu next to the search bar (called ‘Filter:’) and type in ‘coreaudio’.
      3. Select the process name and click the ‘Quit Process’ button at the top. Chose ‘Quit’ or ‘Force Quit’ from the resulting dialogue box
    3. Restart Chrome or the Sococo desktop client.

Don't hesitate to visit the Sococo Support Center for additional assistance. A Sococo team member will be there to assist you Monday through Friday from 8am - 8pm ET.

 

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