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Common Audio Issues

Business Team
  • Updated
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These article discusses common audio problems and tips to resolve them. Please check if the issue you are experiencing is listed here. Otherwise, we are here to help you. Please email us at support@vsee.com.

The common factors that affect audio quality are Network stability and CPU speed.

Audio is choppy

  • Most of the time, it is your network connection.
    • While in a call, check your Network Statistics. See guide.
    • Reduce video resolution. See guide.
    • Consider upgrading your internet bandwidth.
    • Move your device closer to the Wi-Fi hotspot or router. 
    • Use wired connection (LAN cable) instead of Wi-Fi.
  • If using older computers, consider upgrading your computer or mobile device.
  • Make sure you are not running other video conferencing software (e.g. Skype, Facetime)
  • If in a group call, consider reducing the number of participants.

No Audio

  • Make sure that you or the other party's microphone and speaker is not muted.
  • Make sure you quit other video conferencing software (e.g. Skype, Hangouts), then exit VSee Messenger and log-in again.
  • Upon restarting VSee Messenger, please make sure you have selected the right audio devices. See guide.
  • For iOS and Android mobile devices, please read our tips here.

No Audio after Upgrading to Windows 10

We recommend updating your audio drivers through your Device Manager. If it does not work, try to download and install the latest Windows 10 sound driver from the manufacturer's website.
  

Other caller's audio is too soft

  1. Ask them to turn up their mic volume through their Audio and Camera Setup window.vm-avsetupspeaker.jpg
  2. You can turn up their volume using the slider at the bottom of their video window.
  3. Get them to speak into their microphone.

Hearing Echo

  • Identify the person who is causing the echo.
    • In a one-to-one video call, if you are hearing an echo of your voice, it means that the other user's microphone is causing the echo.
    • In a group video call, if you are hearing an echo, check the video window of the call participants who are not speaking but have a green audio wave that is moving. This means the microphone is picking up sound from that speaker and causing echo.
  • Use headphones instead of speakers. This completely eliminates the possibility of echo. Turning the speaker volume all the way up also causes clipping.
  • Mute the microphone if you are not talking.
  • Switch devices. If you are using the webcam mic, we suggest using the built-in mic and speaker. Sometimes when the microphone and speaker are two different devices - there's clock drift - which would cause echo.
  • Use speaker phones. We recommend the Jabra 410 Speakerphone or Jabra 510 for Bluetooth support.
  • Try switching between AEC (Audio Echo Cancellation) and AECm. 
    • Windows: On the video window, click Settings (gear icon) > Audio and Camera Setup > Advanced link
    • Mac: VSee menu > Audio and Camera Setup > Microphone > Advanced link


 

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