Audio Troubleshooting

This KB will outline how to troubleshoot audio/headset issues.

Follow the steps below to assist users with audio/sound settings.

STEP 1 - Verify the correct audio device is selected in system default sound settings.

Launch Settings > Select System > Sound.
Verify input/output audio settings are properly selected for the audio device the user is attempting to utilize.
Complete testing to confirm settings are configured successfully.
If unsuccessful, reboot PC and complete audio testing.
If unsuccessful, update audio drivers. Launch Device Manager and locate the audio device to update the device driver.

STEP 2 - Verify the audio device is properly selected in the application the user is attempting to utilize.

Zoom – Web App

Zoom – Desktop App

From the Zoom App, select More > Configure Menu.
Select Audio from the left menu tree and configure audio settings for the audio device the user is utilizing.
Complete testing using the "Test Speaker" and "Test Mic" options.
If unsuccessful, close app and relaunch and test audio
Verify version is updated to the most recent version of Zoom.
Update audio/headset drivers.
Reboot PC and test audio features.

Microsoft Teams

From the Microsoft Teams Application, select the three dots in the top right corner and select Settings.
Select Devices from the left menu tree and configure audio settings for the audio device the user is utilizing.
Complete testing to confirm settings are configured successfully.
If unsuccessful, close app and relaunch and test audio
Verify version is updated to the most recent version of Teams.
Update audio/headset drivers.
Reboot PC and test audio features.