Use this guide to resolve common audio issues on your computer or mobile device.
In this article:
Audio tips
Choose a quiet place to take your test
It’s best to avoid noisy places during your test. Choose a quiet area without background noise (music, sounds from the television, people talking, etc.), and only accept a test when you can focus on it.
Close unnecessary applications
Other apps can interfere with microphone access, so make sure to close these before you start your test.
Check your internet connection
A weak internet connection can cause issues with audio quality.
Speak loudly and clearly
Customers want to hear what you have to say! So speak loudly and clearly to ensure your microphone picks up your voice.
Monitor your audio
During your test, regularly monitor your audio to make sure there aren’t any issues with your microphone.
Here are some signs of a possible audio issue:
- The audio levels on the microphone icon aren’t moving when you speak.
- A warning message on your screen reminds you, “Don’t forget to think out loud.”
- During your mobile test, the microphone icon is greyed out.
Troubleshoot audio issues
We’re here to help with any audio issues! To find troubleshooting information, simply click the link that describes your problem.
My test was missing audio
If your test has no sound, try these steps:
- Check your device settings
- Check for updates
- Make sure the microphone is on
- Disconnect other devices
- Reconnect your microphone
- Pay attention to your microphone’s placement
- Uninstall and reinstall the recorder
Check your device settings
Check that your computer is detecting your microphone and that you’ve selected it as the input device in your computer's sound settings. If your computer isn’t detecting any audio from your microphone, you may need to use a different microphone.
- How to set up and test microphones in Windows
- Fix sound or audio problems in Windows
- Control access to the microphone on Mac
- Change the sound input settings on Mac
Check for updates
Outdated or missing drivers can cause audio issues.
Make sure the microphone is on
Disconnect other devices
If you have other audio devices (e.g., speakers or headphones) connected to your phone or computer, unplug or disconnect them.
Reconnect your microphone
If you’re using an external microphone, unplug and plug it back in before restarting the test.
Pay attention to your microphone’s placement
Be aware of your microphone’s placement. If you cover it with your hand, your audio might be muffled, or we might not detect any audio at all.
Uninstall and reinstall the recorder
If you’re still experiencing issues passing our audio test, something might be corrupted in the recorder installation. Simply uninstall and reinstall the recorder and try again.
My audio was too low
Pay attention to your microphone’s placement
Be careful not to cover your microphone, as this can make it hard to hear you during the test. If it’s too far away, the microphone might not pick up your voice at all.
Check the input volume
Adjust your input volume to a level where your voice is clearly audible but not too loud.
- How to set up and test microphones in Windows
- Fix sound or audio problems in Windows
- Change the sound input settings on Mac
Speak loudly and clearly
If you whisper or mumble, the customer won’t be able to hear you.
My audio was too loud
Pay attention to your microphone’s placement
Move your microphone further away from your mouth. If the microphone is too close to your mouth, your audio may be loud and scratchy.
Turn down the volume
Adjust your input volume to a level where your voice is clearly audible but not too loud.
My audio was distorted
Test your microphone
After you’ve finished troubleshooting, do a quick test recording to confirm things are working on your end. We recommend recording yourself speaking for at least 30 seconds.