Audio issues in the Overpass platform are rare, but can be caused by certain computer or browser settings not being configured correctly. This guide will help you troubleshoot the following scenarios:
- When placing calls, the recipients are completely unable to hear you
- When placing calls, recipients can hear you, but you can't hear them.
Please note that this guide should be used to diagnose a complete lack of audio.
If you do have some audio, but the quality is poor or choppy, please instead consult our article Troubleshooting Internet Connectivity.
Step 1: Reboot your Computer
As an easy first troubleshooting step, if you are having audio problems, please start by simply restarting your computer. This resets your computer's audio drivers, and often solves the problem outright.
Step 2: Check Website Settings
Websites like Overpass require permission to make use of your computer's audio hardware. If these permissions are accidentally changed or reset, issues may occur.
We recommend using Google Chrome for best results. In Chrome, you can easily check your website permissions by clicking the small "padlock" icon which appears to the left of the address bar. These permissions are individual to each website, so be sure to first navigate to www.overpass.com before you check.
When you click the padlock icon, you should confirm that both Microphone and Sound are set to Allow, as shown above. If these settings show "Block" or "Ask," use the drop-down to switch to Allow.
If Microphone and/or Sound don't appear in this initial window, click Site Settings to access the full list of permissions. Once again, check this full list to be sure that both Microphone and Sound are set to Allow, as shown below:
Step 3: Check Local Audio Settings
If the site permissions are set correctly, the issue may be related to the audio settings on your computer.
If you are unable to hear audio through Overpass, please check to see if audio works normally on other sites, such as YouTube. If not, that's an excellent sign that the issue is linked to your computer settings.
If you are unable to be heard via Overpass (meaning, you can hear other people while on a call, but they cannot hear you), there's likely an issue with your default microphone/recording settings. Please check your computer settings, and ensure that the headset you are using is set to the default recording/input device.
A good way to gather more information is through third-party sites, such as https://speakapp.link/test or https://mictests.com/. These sites can tell you if your audio input/output is not configured correctly. Depending on what you learn, you may need to also consult the audio help guides for your computer itself -- both Microsoft Support and Apple Support have information on audio settings.
Step 4: Let Us Know!
If none of the above helps resolve your audio issues, please let our Customer Success team know by emailing email@example.com or simply messaging in via our Live Chat feature. Please provide as much information as you can with regard to exactly what you're experiencing and what steps you've already tried.