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I cannot hear my remote contact

If you are unable to hear your remote contact, follow these steps to identify and resolve the issue:

1. Adjust the volume on the smartphone

Section titled “1. Adjust the volume on the smartphone”
  • If not using earphones, increase the volume using the Up and Down buttons located on the side of your smartphone.
  • If the issue persists, proceed to the next step.

2. Check the remote contact’s microphone

Section titled “2. Check the remote contact’s microphone”
  • Ask your remote contact to confirm that their microphone is enabled.
  • Ensure that the remote contact is close enough to the microphone for clear audio capture.
  • For Windows users, the remote contact can:
    • Right-click the Loudspeaker icon in the bottom-right corner of the screen.
    • Select Open Sound Settings to check if the microphone is present and enabled.

3. Verify headset and hands-free kit use

Section titled “3. Verify headset and hands-free kit use”
  • If you’re using a hands-free kit, disconnect it and test the audio on your smartphone.
  • On the remote contact’s side, ask if they’re using headphones with a built-in microphone. If so, perform tests without the headset.

4. Test the loudspeakers

Section titled “4. Test the loudspeakers”
  • Record a video in standalone mode on your smartphone and play it back to ensure the loudspeakers are working correctly.
  • If the audio works on your side, ask your remote contact to do the same using an application like VLC Media Player.

5. Restart devices

Section titled “5. Restart devices”
  • Sometimes, restarting both your device and your remote contact’s device can resolve the issue.

6. Contact Customer Support

Section titled “6. Contact Customer Support”