Articles in this section

See more

Troubleshooting Audio Issues

Louise Cruz
  • Updated
Follow

Overview

Configuring your devices for audio input and audio output is essential in collaborating through the Sococo app. Having audio issues will prevent you from joining meetings or hearing important announcements in the Sococo Stand Up Hall or any other meeting rooms.

This article demonstrates the basic steps of resolving common audio issues in Sococo web app and desktop client.

 

Possible Solutions

If you are having audio issues with Sococo, here's a list of settings to check when confirming that your settings are configured correctly. Check your hardware, OS and Sococo version as not all steps may be applicable to the Sococo installed in your machine.

Checking the Headset

  1. If your audio is not working, check if your headset is hard muted. 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.
  2. Double-check the volume level and make sure your microphone hardware is not mute or not in a level 0 volume.

Configuring Audio Settings

  1. Start with the very basic settings, ensure that the microphone icon in the top right corner of the navbar is switched on.

    The microphone icon will be bold and highlighted when your microphone is on, as pictured below.

    mceclip0.png

    Remember: You must turn on the microphone each time you enter a room. If it is greyed out (off), just click the microphone icon to turn it on.
  2. Next, check that the Audio/Video settings in Sococo are set to the correct audio device:
    1. Click the gear icon in the top navbar.

      mceclip1.png

    2. Select your desired microphone or audio input device.
    3. Say "Hello, mic test, mic test". 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.

      mceclip2.png

Troubleshooting the Sococo Web App

  1. If your microphone is still not working (only applicable for the Sococo web app), confirm that you have "Allowed" Chrome to access your microphone. If you are having issues with setting the correct device permissions, follow these troubleshooting steps from Google Chrome. 

    mceclip4.png
  2. If you are facing audio issues in Sococo web app running in your Google Chrome, it is possible that the audio is being sent to the wrong output device. Isolate the issue if it is browser-related. Try using the Sococo desktop client which can be downloaded here.

Troubleshooting for Mac OS v10.12

  1. If you are on a Mac OS Version 10.12 or earlier, there are known cases where the OSx audio stack fails. This often involves the simultaneous use of competing RTC applications such as Facetime, Skype, Zoom, GoToMeeting, etc. In cases where RTCs are running, Sococo is unable to capture input from audio devices. To fix this, follow these steps:
    1. On a Mac, quit FaceTime (or other RTC applications).
    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. Click Quit or Force Quit from the resulting dialogue box.
    3. Restart Google Chrome (for Sococo web app) or the Sococo desktop client (for the native Sococo installed in your Mac).

Back to top

Confirmation

After attempting any of the above solutions based on your configuration and Sococo setup, the audio input and output will now let you hear any presentations while letting you communicate with other Sococo members. If the microphone is correctly set up and turned on, your voice will be audible to the other party.

If you are in a Sococo web app, troubleshooting the Google Chrome audio settings will let you grant permissions for audio input and output. Once successfully set, joining RTC apps such as Zoom lets you hear ongoing discussions if the microphone and headset are correctly selected and allowed permissions.

For the Sococo native desktop application, your settings will vary depending on your OS. Notifications will be audible and open meetings let you listen to what is going on in other shared Sococo rooms.

 

Back to top

Related articles