I Can't Hear the Other Participants - Webex

Owned by Dan Jakubiak
Last updated: Mar 17, 2023
5 min read

Participants in a Webex session can use this guide to help diagnose incoming-audio issues.

To begin

  • Check to see that the other user has a headset icon between their profile picture and their name. This tells you they are connected to the audio portion of the call.

  • Check to see that the other user has a microphone icon after their name.

    • If the user has a green animating icon, they are currently talking.

      green microphone icon

    • If the user has a red microphone icon, they are muted.

      red microphone icon

    • If the user has no icon, they are unmuted but not speaking.

Check your System Volume

  • Be sure that the volume level on your computer/laptop is at an appropriate level. The volume can often be adjusted by keys on your keyboard.

    1. On Windows, use the speaker icon in the taskbar at the bottom of the screen.

    2. On Mac, use the speaker icon at the top of your screen in the toolbar.

    3. Open a YouTube video to be sure that your computer can produce sound in this moment.

Check your Default Speaker Option

  • While in a Webex call, make sure the right speaker choice is highlighted.

    • Click on the caret next to the microphone mute button.

    • Choose the appropriate speaker and, while you’re here, make sure Webex is using the appropriate microphone.

      • While in this menu, click on Settings to use the "Test" button. Click on that button to play a test sound through your speakers. If you hear it, then your Webex speaker choice is correct.

      • If you did hear the test tone, ask your participants to confirm that their microphone is working.

      • If you do not hear the test sound, try playing another source, such as a YouTube video, to make sure your computer can produce sound in this moment.

      • If you do not hear the test tone or second audio source, continue below

Next Steps

The choice you make above will override your system setting, but this option can still be checked.

  1. Move your cursor to the bottom of the screen to make the Taskbar rise up if it is not already visible.

  2. Click on the icon that looks like a speaker on the right side of the Taskbar. Check that your volume is greater than zero.

  3. If you need to change the active speaker, click on the caret next to speaker icon to see a list of available speakers.

  4. Click on the speakers you would like to use.

If you are using external speakers, make sure they are powered from a wall outlet or USB port.

  • If you still cannot hear sound out of your speakers, try a different device (headphones, or built-in speakers).

  • If you cannot hear the desired speaker, right-click on the same speaker icon and then Sound settings.

    • A settings menu will appear. Scroll down to, and click on, More sound settings to see the Sound panel.

      • You will see the same audio outputs listed here.

      • Check to see that Volume level is animating. This bar animates like an equalizer to let you know audio is being sent to the output selected above in this settings window.

      • If you see this bar animating and still do not hear any sound, continue below.

    • Scroll down this Settings window to the More sound options button.

    • Click on the Playback tab (the default tab).

      • Again, you should see the level bar animating if you are currently playing audio.

    • Double click on the desired playback device.

    • Click on the Enhancements tab and then check Disable all enhancements. Click Apply and then test your audio again.

    • Next, click on the Advanced tab.

      • Take a look at the Default Format and take note of the current setting, such as “16bit, 48000 Hz (DVD Quality)”.

The following test tone may play loudly. Take caution if you are wearing headphones.

  • In this Default Format box,

    • Click on Test to play a test tone.

    • Try changing the quality level if you do not hear the test tone.

    • If unsuccessful, change the quality level back to the original setting.

If you still cannot hear any sounds from your computer, please reach out to techsupport.uconn.edu.

  1. Click on the Apple icon in the top left corner of the screen.

    1. Click on System Preferences.

    2. Click on the Sound option.

    3. Click on Output to choose your system default.

      1. In this window, you can also check that you have the correct microphone selected (Input).

  2. If you still cannot hear sound out of your speakers, try a different device (headphones).

  3. If you still cannot hear any sounds from your computer, please reach out to Academic IT at (860) 486-4357 (Option 1) or techsupport@uconn.edu.

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