This article will explore possible solutions for when the audio on a Viewabo session isn't working as expected.
Customer Can't Hear Expert
Try these troubleshooting steps if you can hear your customers but they can't hear you.
Permissions and Microphone Selection
Ensure Viewabo has permission to access your microphone. Check your browser's privacy settings for this.
Refresh Browser Page
A simple browser refresh can often fix audio issues. Have your customer click the refresh button in their browser's URL bar or pull down on the screen to refresh the browser and the Viewabo connection. The connection might temporarily drop while it restarts.
Updated Mobile Browser and Operating System:
Ensure your customer uses an updated operating system and a preferred browser. Android users should use Google Chrome, and iPhone users should use Safari. Browsers like Samsung Internet can cause issues and are unsupported.
Expert Can't Hear Customer
If you can't hear your customers but they can hear you, try these solutions.
Customer Microphone Permissions
Ensure your customer has granted Viewabo permission to access their microphone via the web browser. This can be checked in both their browser privacy settings and the phone's general settings.
Audio Already in Use/On a Phone Call:
Viewabo attempts to capture the microphone even if it's used by another app, but the quality is best if only one app has access at a time. Ask your customer to close other apps and end phone calls before starting the Viewabo stream. In many cases, iPhones will not allow audio to be captured if they are on a phone call while using Viewabo.
Distorted Audio or Echo
Expert Hears Echo
If you hear your voice, having your customer use headphones can solve the issue.
Customer Hears Distorted Audio
If your customer's audio sounds distorted, check the network connection strength. If the issue persists, it might be best to send a new invite link.
General Troubleshooting
Strong Network Connection
A strong network is essential for clear audio. Ensure both you and your customer have the best possible connection. This may involve closing other apps, moving closer to the WiFi router, switching to data, and minimizing movement.
Third-party Calling Software
If you use third-party calling software, try muting the Viewabo stream on both sides so your customer can hear the phone call. Alternatively, end the phone call if possible so that audio is only handled by Viewabo.