The remote participant cannot hear me

If the remote participant is unable to hear you, follow these steps to identify and resolve the issue:

1. Check the remote participant’s audio equipment

• Ensure the remote participant’s speakers or headphones are connected and turned on.
• If the issue persists, proceed to the next step.

2. Adjust the remote participant’s volume

• Verify that the remote participant’s volume is not muted or set to the minimum level.
• Ask them to test the sound by playing an audio file to confirm their audio output is functioning.
• If the issue persists, proceed to the next step.

3. Check your microphone usage

• Ensure you are speaking close to the correct microphone:
  • The microphone built into the connected glasses.
  • The phone’s microphone (if selected in settings).
• If using a hands-free kit, test the microphone without the kit.
• If the issue persists, proceed to the next step.

4. Close other video software

• Ask the remote participant if they are using other video conferencing software that might be blocking their speakers.
• Close any other applications that could interfere with audio.
• If the issue persists, proceed to the next step.

5. Reboot and test your equipment

• Restart all hardware to reset potential system conflicts.
• Test your microphone:
  1. Record a video in standalone mode.
  2. Play it back to confirm the microphone on the glasses or smartphone is functioning properly.
• If your hardware seems defective, proceed to the next step.

6. Contact Customer Support

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