WebEx: Troubleshoot Not Hearing Sound from the Audio Conference
The University is transitioning from Webex to Zoom as its online meeting tool. You can begin using Zoom today! Webex will be permanently retired on September 2. All Webex recordings that you want to keep must be moved to Kaltura Meeting Space or (if they contain Personal Health Information) to Box Secure Storage. For more information about how to prepare, see Zoom Transition.
If you are not able to hear sound in a WebEx meeting, there are a few troubleshooting steps you can take to solve the problem.
Troubleshooting Audio Issues
Verify Basic Connectivity
- Make sure your headset or speakers are plugged in and turned on.
- Most headsets feature a volume/mute switch somewhere along the cord as well, you should ensure that you haven’t muted or turned down your headphones by mistake.
- Confirm as a Host that you have successfully connected to the Audio Conference.
- If you are a Participant and the Host has started an Audio Conference the steps below should help you connect.
- If this Host has not started an Audio Conference you will not be able to connect to audio until they do.
Verify Audio Settings
- From the menubar, select Audio > Computer Audio Settings.
- Check the device listed under Speaker: and change it (if necessary) to match the name of your intended audio device.
- “Built-In” devices usually refer to the internal speaker(s) and headphone jack.
- External devices will often contain the label “USB.”
Note: The name for your device will usually include the product’s brand name, e.g., “Logitech USB”; but is sometimes not as descriptive. For example, “Generic USB Device” is often a default name assigned to headsets when they cannot be identified by the computer. If you have more than one audio device attached to your computer, you may need to engage in some trial-and-error to determine the correct output device.
- Close the Computer Audio Settings window. Whenever this window is open, meeting audio is also disabled. You will not be able to hear others in the meeting until the window is closed.
Reconnect to Meeting Audio
- Option A (if the Host is using WebEx Audio):
- Click the Connected to Audio button.
- In the Computer Audio Settings pop-over that appears, select Disconnect Audio.
- After disconnecting, the button should change labels to either Connect to Audio or Call Using Computer. Click this button to reconnect to the meeting audio.
- Option B (if the Host is using VoIP Only):
- From the menubar, select Audio > Audio Connection... > Disconnect Audio
- After disconnecting, the blue Connected to Audio button should turn white and change labels to either Connect to Audio or Call Using Computer. Click this button to reconnect to the meeting audio.
Leave and Rejoin the Meeting
Often, simply leaving the meeting and rejoining it will fix audio glitches:
- Close the WebEx Meeting Center window, and confirm by clicking Leave Meeting.
- After the application disconnects and quits, rejoin the meeting. You may use the same method to join the meeting as you did the first time (emailed link, calendar invite, et al), or jot down the Meeting number before closing the WebEx window. In some circumstances, it could be quicker to enter this nine-digit code at http://umn.webex.com/ than trying to relocate an emailed link.
Use an Alternate Audio Method
If the problem still persists, consider an alternate audio method:
- If your meeting host has enabled WebEx Audio for your audio conference, you may be able to use a telephone to hear the meeting instead. Click More Options (located underneath the Connected to Audio button), and select I Will Call In.
- Follow the instructions on the subsequent pop-over. You will need to dial the toll-free number listed from a telephone and enter a 9-digit access code, followed by a pound-sign (#). When prompted further, you will also enter an Attendee ID followed by the pound-sign. Remember that when dialing out from University-owned landline phones (such as your desk phone), you will often need to dial a number first to get an outside line (usually 8).
If none of the above steps solves the audio issue, please contact Technology Help for further assistance.