If you can't hear the other person during your teletherapy session or the other person can't hear you, check to make sure your speakers are working and neither of your microphones are muted. You might also need to check your computer's speakers and microphone as well as your browser settings to ensure the microphone is selected and enabled.
In This Article
Quick Speaker Check
One way to quickly check to make sure your speakers are working is to go to a website, such as youtube.com, and play a video, or play music on your computer. If you can hear the sound from a video or your music then your speakers are working.
If you're unable to hear sound from the video or your music, then you may need to check your speakers. Below are some troubleshooting steps to check your speakers and microphone depending on what operating system your computer uses and the browser you are using.
Check Your Computer Speakers and Microphone
Windows 10 Speakers
- In the lower-right of your computer screen, right-click the sound icon in the taskbar.
- Click Open Sound settings.
- Under Output, move the slider up to increase the volume. After you move it up, you should hear a confirmation sound with the new volume that you selected
- If you didn’t hear a sound, you may have more than one speaker. Under Choose your output device, see if there’s another device to select.
- Select the alternate device and repeat step 3 above to change the volume. Again, you should hear a confirmation sound after adjusting the volume.
If you’re still not hearing any sound, click the Troubleshoot button and follow the prompts to see if your computer can detect the problem.
Windows 10 Microphone
- In the lower-right of your computer screen, right-click the sound icon in the taskbar.
- Click Open Sound settings
- Under Input, the bar next to the microphone icon should rise and fall as you speak.
- If the bar doesn't change when you speak, you may have more than one microphone. Under Choose your input device, see if there’s another device to select.
- Select the alternate device and repeat step 3 above to test your microphone.
If your microphone still isn’t working, click the Troubleshoot button and follow the prompts to see if your computer can detect the problem.
MacOS 10.14 (Mojave) and Newer
In Mojave, new system-level privacy controls were introduced for your computer’s microphone, which means your browser may have mistakenly blocked it and you’ll need to allow your browser access.
- In the upper right, click the Apple icon.
- Click System Preferences.
- Click Security & Privacy.
- In the list on the left side, click Microphone.
- Click the checkboxes next to the browser(s) you want to access your microphone.
- Restart your browser for these changes to take effect.
MacOS 10.13 (High Sierra) and Older
- In the upper right, click the Apple icon.
- Click System Preferences.
- Click Sound.
- Click Internal Devices.
- Click on the microphone.
- The bars below the microphone should move when speaking. Slide the volume bar up if needed.
Check Your Browser Settings
Microphone and camera settings can be set within the browser. Check to make sure your browser is able to access your camera and microphone.
Chrome Settings
- Copy and paste the following into your address bar: chrome://settings/content/microphone
- Under Allow, make sure meet.thera-link.com is listed.
Firefox Settings
- Copy and paste the following link into your address bar: about:preferences#privacy
- Scroll down to the section titled Permissions.
- Next to Microphone, click Settings…
- Make suremeet.thera-link.com has the status Allow.
- Save changes or close the dialog.