Overview

Configuring your microphone and speakers (headsets) properly is essential in collaborating through the Sococo app. Not having audio configured can cause you not to hear others or others not hearing you during the Sococo meetings, or not being able to turn the microphone or speakers on/off at all. Issues can be with Sococo and OS audio settings, devices, or connection.

Diagnosis

You can go through the list of questions below to identify the possible root cause of the problem you are having and click on the possible cause of the issue on the right side of the question.

Root Causes

There are several known root causes affecting Audio in Sococo listed below. To identify the possible root cause of your issue, please review the Diagnosis sections above.

Audio is not turned on

Your audio is not turned on for the Sococo meeting - your avatar does not have the "mic" and the microphone option in the top-right is disabled.

To resolve the issue, turn the microphone on.

Audio is not configured

The microphone and Speaker are not configured properly in the Audio/Video Settings - device not selected or the wrong device is selected.
Make sure to review the Sococo Audio configuration and select the appropriate devices.

OS audio settings are muted

If your Operating System audio settings are configured to muted, it will prevent Sococo audio to behave normally. Check if the settings are correct by following the steps here.

Headsets toggle disabled

Check if your headset is hard muted (ON/OFF toggle). If yes, make sure you enable it.

Device not connected

If your browser or operating system cannot detect the microphone or speaker, it will not allow you to click on it to enable it. Error in Google Chrome console would be as follows: 

ERROR [ChimeMediaManager] Fatal! Error while starting chime session TypeError: Cannot read property 'deviceId' of null

Make sure that your audio devices are connected properly.

"Listen to this device" is turned on

The most common reason for echo is a meeting attendee's built-in speakers re-broadcasting audio over their built-in microphone. To remove the echo, you need to turn this feature off.

Chrome permissions not allowed

Google Chrome has an option to allow the usage of devices. It can be set to Block or Mute for the Sococo app.

In this case, you need to grant permissions on your Google Chrome app.

macOS permissions not granted

macOS requires applications to be granted permission to use resources on the system. If Sococo was not allowed to use audio devices, you need to grant the permissions in OS settings.

Sound volume adjusting enabled

When you use audio in Sococo, other applications are having problems with the sound volume being reduced. This can happen if you select the "Communication" type of the device in the Sococo Audio Settings. Make sure you update the Communication audio settings.

Application outdated or having issues with cache

If all the settings on the application on the OS side are configured properly, it is most likely the problem with the application. Follow the troubleshooting steps to identify and resolve the issue.

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Known Solutions

Below is a list of know solutions for the Audio issues in Sococo. From the Root Causes section above, the appropriate solution is linked to resolve the problem you might have.

Turn your microphone on

Make sure to turn on your microphone so others can hear you. 

The microphone will be visible on your avatar once enabled, and the menu will show the option to turn it off.
You can review all about this feature in Turning the Microphone On or Off. It is important to select the correct microphone from the drop-down list.

Configure Audio Settings

Confirm that the audio is configured properly by following the steps in the article: Audio and Video Settings.

Make sure you select the appropriate microphone device and use the feedback indicator to confirm if your microphone is working. 

If you see the green "My, what a lovely voice you have!...", Sococo is picking up the audio from your microphone accurately.

Check your Operating System sound settings

If your computer has a mute button for speaker output, check to make sure it is not turned on.

• For Mac users:

  Go to System Preferences > Sound > Output.
  Ensure your speakers are not muted.
  

• For Windows users:
  Right-click on the volume icon in your Windows task tray (typically this is in the lower-right corner of Windows by the date and time).

  You will either see Playback devices or Open Sound settings (depending on your version of Windows).
  If you see Playback devices, click on this option. In the pop-up window that opens, double-click on your speakers on the list.
  If you see Open Sound settings, click on this option, and click Choose your output device option below and click on Device properties.
  In the Speakers Properties window, go to the Levels tab.
  Apart from checking that your volume is turned up, ensure that the speaker icon does not show a circle with a line through it. If it does, click on this icon to unmute your speakers.

  

Enable Headsets toggle

Find the switch or button to unmute your headset. Some audio headsets have a volume/mute control on the cord and it is easy to inadvertently hit the mute button while leaning forward against your desk.

Double-check the volume level and make sure your microphone hardware is not mute or not in a level 0 volume.

Reconnect the devices

You need to check if your audio devices are connected properly to your computer or reconnect them. For details, see the steps here.

Disable "Listen to this device"

Make sure your "Listen to this device" setting is turned OFF on your Audio and Video settings. For details see Echo and Feedback.

Grant Google Chrome permissions

Confirm that you have "Allowed" Chrome to access your microphone and sound. If you are having issues with setting the correct device permissions, follow these troubleshooting steps from Google Chrome. 

It is not advised to use Incognito mode. If you are having issues with permissions, try using a regular account, not Incognito.

Grant Sococo permissions on macOS

For macOS, you need to allow permissions for your Google Chrome or Sococo desktop app to use certain resources on the Operating System. To do that, allow usage in your Privacy Settings.

To review steps in detail, check how to review macOS permissions.

Update Communications audio settings

If the sound on other applications is decreasing when you are using Sococo, it is most likely due to your Sococo and OS settings. If you are using the Communications Settings for your audio,

and your OS settings are to reduce volume for this type, you will have this issue.

To fix the issue you need to either change the Sococo settings not to use Communications or your OS settings not to reduce volume. You can find all steps in detail here.

Troubleshooting Application Issues

If all the settings above are correct, and none of the known solutions above resolved the problems, review the possible application issues by following the Application Troubleshooting steps. 

Testing

After attempting all of the above solutions based on your configuration and Sococo setup, the audio input and output should now work properly. If you are still having issues with your audio, please follow up on a support ticket including all the details and steps you tried so far.

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