Overview
Users may face various audio/video or screen-sharing issues while using videoconferencing applications such as MS Teams / Zoom / BB Collaborate / MiCollab(softphone). If you are experiencing any such issues, then follow the steps below to troubleshoot.
Note: The user interface may vary depending on your device & operating system and the procedure may not align exactly to this article.
Pre-Requisites
- Check for audio/video settings on your device to confirm it's working.
- Check your device privacy settings to confirm if these applications have been given access permissions.
- If you are using an external headphone/camera/microphone make sure the cables are connected properly and drivers are updated.
- Check for any system updates on your device.
Troubleshooting Steps
- Open settings from the top-right corner.
- Go to Devices and check if the correct speaker/microphone/camera device is selected.
- You can also try making a test call.
- Check for any application updates.
- Click on your initials in the top-right corner and open settings.
- Click on Audio/Video/Share Screen options and select the correct option from the drop-down menu.
- Test your speakers or microphone for input and output.
Note: Settings might vary according to browser/OS versions
- After logging into Collaborate on the browser, click on the lock symbol on the website address (URL).
- Confirm camera/microphone/audio permissions are set to allow/turned on.
- Make sure the audio/video buttons are not turned off.
- Open settings>softphone settings.
- Select the options you want to set for input/output.
If your audio/video issues are still not resolved, try re-installing/updating the application and restarting your computer.