If either you or your client cannot hear the other, the first thing to do is check the volume of your device's speakers. Make sure neither you nor the client are muted. If you go to a website like youtube.com and can hear videos playing there, this isn't the problem.
If other programs play sound and you still can't hear each other, it may mean that one of your microphones is turned down or muted. This is very common on Windows machines. To fix on a Windows 10 computer, follow these steps:
- Locate and right-click the Sound icon in the taskbar (represented by a Speaker).
- Click to select Sounds or Recording devices.
- From the Recording tab, and locate and right-click your computer’s active microphone. Depending on your setup, there may be more than one microphone present in the Recording tab of the Sound window, but your computer’s active microphone will have a green checkmark next to it.
- Click the Properties button. The Microphone Properties window opens.
- Navigate to the Levels tab.
- Turn the slider under the Microphone section up to make sure that the microphone’s volume is set to somewhere around 80-100. Also, make sure the Speaker Icon does not have the mute symbol over it. If the speaker icon is crossed out, click the Speaker Icon to unmute the microphone.
- Click Apply, then click OK.
- Click Apply, then click OK to close the Sound window. The changes you have made to your microphone’s volume will be applied and saved as soon as you click Apply, so you can test out your microphone’s volume as soon as you are done turning it up.
NOTE: If you are already in a Telehealth session when you do this, you may need to refresh the page for this to take effect.