No audio, or only one side can hear
When a call connects but you can't hear them, they can't hear you, or neither of you hears anything. Check the microphone, the speaker, the headset and the network, in that order.
First, work out which side is silent.
- They can't hear you: start with your microphone.
- You can't hear them: start with your speaker.
- Neither of you hears anything: start with the network.
Before anything else, check you aren't on mute in the call controls.
Your microphone
- Open the phone's settings and find Audio & devices.
- Under Microphone, press Test and speak. The bars should move.
- If it says "Microphone is blocked", your browser is refusing the microphone. Click the lock or camera icon in the address bar, allow the microphone for Hey Quad, then test again.
- If it says "Couldn't open the microphone", check it's plugged in and that no other app (like a video call) is using it.
- Pick the right microphone. System default is whatever your computer is set to. If you use a headset, choose it by name. Device names only appear after you've allowed the microphone once.
Your speaker
- Under Audio & devices, choose your Speaker and press Test. You should hear a sound.
- Check your computer's volume and that sound isn't going to a different output, like a monitor or a Bluetooth device in another room.
- On a phone's web browser, tap anywhere on the Hey Quad page once after you open it. Phones block sound until you've touched the page.
Headsets
- Bluetooth headsets sometimes connect for music but not for calls. Disconnect and reconnect it, then pick it again under Audio & devices.
- USB headsets: unplug, plug back in, then refresh the page.
- Try without the headset. If audio works on the computer's own speaker and microphone, the headset is the problem.
The network
If the call connects but no audio flows either way, something on the network is blocking it.
- VPN: turn it off and call again.
- Office firewall or guest Wi-Fi: some block internet calling. Try a different network, like your phone's hotspot. If that works, ask whoever runs your network to allow Hey Quad's calling traffic.
- Desk phones: many home and office routers have a setting called SIP ALG. It often causes one-way audio on desk phones. Turn it off in your router, then restart the phone.
Only some calls?
If it happens only now and then, note the time. Open Reports → Call history, find the call and its Call #, and contact support. Tell us which side couldn't hear, and whether you were on the browser, the desktop app or a desk phone.
Or press Get help (the ? in the console's top bar). It searches help first, then sends us your request with the page you're on. Follow our reply under My support tickets in your avatar menu.
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