I cannot hear my remote contact

If you are unable to hear your remote contact, follow these steps to identify and resolve the issue:

1. Adjust the volume on the smartphone

• If not using earphones, increase the volume using the Up and Down buttons located on the side of your smartphone.
• If the issue persists, proceed to the next step.

2. Check the remote contact’s microphone

• Ask your remote contact to confirm that their microphone is enabled.
• Ensure that the remote contact is close enough to the microphone for clear audio capture.
• For Windows users, the remote contact can:
  • Right-click the Loudspeaker icon in the bottom-right corner of the screen.
  • Select Open Sound Settings to check if the microphone is present and enabled.

3. Verify headset and hands-free kit use

• If you’re using a hands-free kit, disconnect it and test the audio on your smartphone.
• On the remote contact’s side, ask if they’re using headphones with a built-in microphone. If so, perform tests without the headset.

4. Test the loudspeakers

• Record a video in standalone mode on your smartphone and play it back to ensure the loudspeakers are working correctly.
• If the audio works on your side, ask your remote contact to do the same using an application like VLC Media Player.

5. Restart devices

• Sometimes, restarting both your device and your remote contact’s device can resolve the issue.

6. Contact Customer Support

• If none of the above steps resolve the problem, contact Customer Support for further assistance:
  • Email: support@xe.live
  • Submit a support ticket