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Unable to hear patient (or patient unable hear me)
Unable to hear patient (or patient unable hear me)

How to fix issues with audio

Colin avatar
Written by Colin
Updated over a week ago

Your patient not being able to hear you can be due to these reasons:

  • Your microphone is not working

  • Their speakers are not working

First, run doxybot pre-call test on your device to make sure your microphone is set up and working. 

Also have your patient doxybot pre-call test to make sure their speakers are working. Send this link to your patient: https://doxy.me/pre-call-test/

Here are a few things to try:

Refresh your browser
Sometimes your browser doesn't connect to your microphone or their speakers properly. Have both you and your patient both restarted your browsers to give it another chance to connect properly. 

Are their speakers turned on?
Make sure your patient can hear sound from their speakers. If they have headphones or other speakers connected, make sure the sound isn't playing there. To confirm that sound is working, have them play this video.

Are the correct microphone and speakers selected?
Open doxy.me device settings before or during a call to check which microphone and speakers are used. Both you and your patient need to check this. 


Step 1: Open device settings

Step 2: Review settings

Do you have a microphone?
Your computer may not have a microphone, or it's not plugged in or turned on. Check to make sure you have a working microphone.

Is your microphone muted?
If you have a microphone with a press-to-mute button, make sure it isn't muted. Also, make sure you don't have the mic muted, it will show as red if you do.

Did you give permission to access your microphone?
The first time you log in to doxy.me, your browser will request permission to access your microphone. If you denied access, they won't hear you.

Restart both your computers <-- THIS SOLVES MOST ISSUES
Sometimes other video conference software (such as Skype, FaceTime) can block access to your microphone or speakers. Restart both of your computers, then try again.

Switch Browsers
Sometimes there can be an error on your browser. Try using a different browser to see if it works. Doxy.me is compatible with Chrome, Firefox, Edge, and Safari.

Check your computer settings
Your computer settings may prevent you from sharing your microphone.  Check your microphone computer settings on Windows or Mac. 

Additional Articles

If you have any questions, please contact our support team.

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