Microphone not working

Sococo uses your operating system's default microphone unless you choose another mic option. To use a different mic, click the gear icon in the upper right corner of Sococo and choose an option under the Microphone section drop-down. 

The following are some troubleshooting steps for you to try if your mic is not working. 

  • To check your operating system's mic default in Windows, right-click on the volume icon in the Windows task tray and choose either Recording devices or Open sound settings (depending on your Windows version).  
  • To choose your operating system's mic on a Mac, go to your System Preferences > Sound > Input and choose the mic you want to use from the list. 
  • Right-click on your avatar and choose "refresh your media." This option prompts Sococo to check again for your operating system's default mic. You can also try a Ctrl+R (Windows) or Cmd+R (Mac) to do a full refresh of Sococo, or leave the room and re-enter it.
  • Make sure that your microphone is toggled on in the Sococo toolbar and showing on your avatar, then click on the gear icon in the upper right corner of Sococo. Under the Microphone section, try cycling through any options that are listed in the drop-down field. If Sococo detects your mic, you should see green feedback when you speak (even if you see green feedback, others will not be able to hear you if you do not have your mic toggled on in the toolbar).
  • In your Chrome browser, go to https://www.onlinemictest.com (do NOT download anything at this site--simply go to this page to test your mic). Allow Chrome to use your mic when prompted. You should see "heartbeat" feedback in the large box in the middle of the page when you speak (if you see a black horizontal line that does not move, your mic is not being detected). 
  • If you typically work out of the desktop client, try logging into Sococo through your Chrome browser (check to make sure you have the latest Chrome browser version by going to the Chrome menu in the upper-right corner > Settings > About) at app.sococo.com (or your organization's custom URL) to see if your mic works there. Be sure to allow Sococo to use your mic when prompted (or confirm that it is already allowed by clicking on the little lock icon just to the left of the web address).
  • If you are working through your Chrome browser, click the little lock icon just to the left of the web address and make sure your mic is allowed under Permissions. Also, if it has been a while since you have fully exited your Chrome browser, try exiting Chrome and reopening it to see if this resolves the issue. 

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  • Sometimes other programs can "reserve" the mic if they are running at the same time as Sococo. Fully exit out of any of these programs, then right-click on your avatar in Sococo to choose "refresh your media" to see if your mic is now working.
  • Check to see if your mic's driver/firmware is up to date. If you are using an external external mic (headphones or headset), look for driver/firmware downloads on the manufacturer's website, or ask your company's internal IT helpdesk to assist you with checking this information (for a built-in or external mic). 
  • If you are using a headset with a mute button on the device itself, or if there is a physical mute button on your computer, check to make sure it's not on.
  • Mac-only: Open Terminal (Applications > Utilities > Terminal) and enter "sudo killall coreaudiod" and Enter. You will not see indication of your text entry, but on the next line next to "Password:" enter your admin password and Enter. Check to see if your audio issue is resolved (http://www.makeuseof.com/tag/sound-advice-fixing-common-mac-audio-problems-os-x). Restarting your computer will also force the CoreAudio system to restart. 

If you are still unable to use your microphone, please contact Support through your ≡ menu icon at the top left of Sococo > Report a Problem or live chat available through the blue question mark icon in the lower-left corner of Sococo (enter the word "chat" and then click the live chat button available M-F 8a-8p Eastern time). 

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