(Moderator) Audio Troubleshooting

💡 This page covers the various troubleshooting steps and tips if an attendee or panelist is having issues with their audio.

Summary

Audio issues are most common for attendees joining through the Integrated Portal, which is a browser-based platform. Often, browser permissions must be accepted upon entry to the meeting, and the correct, active audio device must be selected.

Steps

Attendee cannot be heard when asked to unmute

1. Select the Disable talking then Allow talking option for the attendee having issues.

• Sometimes, repeating this process a few times will resolve the issue. If it doesn't, refer the General Troubleshooting section below.

General Audio Troubleshooting

1. Ask them to try switching the active audio device or completing audio device testing by clicking the small up arrow beside Audio Settings in the bottom-left corner.
2. Ask them to refresh their browser, and if prompted again, accept all requested permissions. (if they've joined through the Integrated Portal.)
3. Ask them to Leave Computer Audio, then Join Audio by Computer, and accept any permission requests. (if they've joined through the Integrated Portal.)
4. Direct them to click the link at the top of their screens to Open in Zoom or call in (if they've joined through the Integrated Portal.)
5. Directly email them the dial-in information.
   1. Navigate to Membership.
   2. Click the unit.
   3. Click EMAIL VOTER.

   4. Click Dial-in Information.

      

Tips & Important Reminders

❗ Often, if someone who has joined with the Integrated Portal is having audio issues, the quickest solution is to have them re-join the meeting through the Zoom client instead, which does not rely on browser permissions.

👀 If necessary, Support can also send the Dial-in Information Link on behalf of the Moderator from the Membership or send the Troubleshooting - Invite Link.