If you are having trouble hearing the audio, please check the following items in your and the other person's environment.
Things to Comfirm
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For space conversations:
- Try moving away from the avatar, then approaching them again and speaking to them.
- Please make sure the person you are talking to is not in "Busy" status.
- Please try reloading the space screen for both of you.
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Turn off the noise canceling function
It may not work properly depending on the usage environment. Having the speaker turn it off may improve the problem. - Please check each other's Signal Strength Indicator and make sure your both Internet environment are available.
- Please confirm that both users' environments meet the recommended environment.
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Please check each other's microphone and speaker settings.
- Are the volumes on your computer, external speakers, and ovice adjusted to an appropriate volume and not muted?
- Do you have the correct input and output devices set in your ovice audio settings?
- Does the ovice audio test pass both the microphone and speaker?
- Is the microphone properly enabled in your computer's OS settings?
- Are the speaker device and volume settings set correctly in your computer's OS settings?
- [Browser version only] Are the browser site permissions allowed?
- [Browser version only] If you have right-clicked the browser tab and set "Mute site (tab)," please unmute it.
- To check that the speaker is working properly, access YouTube etc. and check that sound is output properly.
- Please try restarting your desktop app or browser.
- Please try restarting your computer device.
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Please check the settings of your security software.
- Is your security software restricting your microphone usage?
- [Desktop app only] If you are using security software that allows settings for each app, have you restricted the use of the microphone in the ovice desktop app?
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Other security software that have been confirmed to cause problems are listed below.
Problems caused by security software/services
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Please try to see if the required parts of the test are successful on the WebRTC connection diagnostic site.
*If it is not successful, your environment may be restricting voice calls on ovice. Please share the following guide with your company's security department and check the security settings.
Network Security Settings
If not resolved
Please contact our technical support with the following information:
- OS type and version
- What is happening
- About the troubleshooting
Please let us know if there are any items in this troubleshooting article that fail or that you are unsure how to do. -
How to use ovice (desktop app/web browser)
- For desktop app: Version (How to check)
- For web browsers: name and version