---
title: "My headphones/microphone is not working. What should I do?"
slug: "my-headphonesmicrophone-is-not-working-what-should-i-do"
description: "If you suspect that your headphones or microphone is not working, use the troubleshooting steps listed in this article to resolve it."
updated: 2025-02-05T00:14:51Z
published: 2025-02-05T00:14:51Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# My headphones/microphone is not working. What should I do?

If you suspect your headphones or microphone is not working, try the troubleshooting steps below. If you have Voice quality issues, please see [My Call Quality is Bad](/docs/my-call-quality-is-bad-what-should-i-do).

## Headphones not working

#### Wired

1. Make sure you're using Chrome and that you have the [newest version](https://support.google.com/chrome/answer/95414?hl=en#zippy=%2Ccheck-for-an-update-the-current-browser-version) installed.
2. Restart your browser.
3. To ensure your headphones work, try plugging them into another device (phone, tablet, etc.) and play music.
  - If it's working, continue to step 4.
  - If it's not working, consider the possibility of your headphones being defective.
4. If you can't hear your Customer in Gladly, open another browser tab and go to another website with audio (e.g., youtube.com) to ensure the headphones work.
5. Reseat your headphone cable from the headphone jack.
6. Make sure the volume level is up.
7. Check your Chrome setting to ensure that no Gladly sites are blocked for microphone or any other permissions.
  - Enter chrome://settings/content in the address bar. Under **Permissions**, select **Microphone**. Make sure Gladly is appearing under the *Allow* section.
8. Make sure that your browser (Chrome) audio is not muted. To mute/unmute a browser tab in Google Chrome, right-click the tab and select "Mute Site" or "Unmute Site." This will mute/unmute all tabs from the site in the future. ![Dropdown menu showing options including 'Unmute Site' for browser tabs.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/chrometabs.png)
9. Restart your computer if you've tried the steps above, but you still cannot hear sound.

#### Wireless

1. Make sure your headset is charged.
2. Make sure you're using Chrome and that you have the [newest version](https://support.google.com/chrome/answer/95414?hl=en#zippy=%2Ccheck-for-an-update-the-current-browser-version) installed.
3. Restart your browser.
4. If you can't hear your Customer in Gladly, open another browser tab and go to another website with audio (e.g., youtube.com) to ensure the headphones work.
5. If you use Bluetooth headphones, try resyncing your headset with your computer. If there is no sound, try syncing your wireless headphones with another device to ensure it works.
6. Make sure the volume level is up.
7. Check your Chrome settings to ensure that no Gladly sites are blocked for microphones or any other permissions.
  - Enter chrome://settings/content in the address bar. Under **Permissions**, select **Microphone**. Make sure Gladly is appearing under the *Allow* section.
8. Make sure that your browser (Chrome) audio is not muted. To mute/unmute a browser tab in Google Chrome, right-click the tab and select "Mute Site" or "Unmute Site." This will mute/unmute all tabs from the site in the future. ![Dropdown menu showing options including 'Unmute Site' for browser tabs.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/chrometabunmute.png)
9. Restart your computer if you've tried the steps above, but you're still unable to hear sound.

## Microphone not working

1. Ensure that microphone access is permanently allowed for Gladly in Chrome, usually presented like the modal below. You can also check the microphone permission access through [Chrome](https://support.google.com/chrome/answer/2693767?hl=en&ref_topic=7439644&sjid=7031569172235606584-NC#). ![Permission request for microphone access with options to allow or deny access.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/chrome-micrphone-access-permission.png)
2. If your microphone is built into the headphones, try reseating the cable to your computer.
3. Make sure there is no debris on the microphone.
4. If you use the microphone on your computer, check your sound settings to ensure the microphone is enabled.
  - Use your computer's built-in microphone testing feature for [Apple](https://support.apple.com/guide/mac-help/change-the-sound-input-settings-mchlp2567/mac) and [PC](https://support.microsoft.com/en-us/help/4027981/windows-10-how-to-set-up-and-test-microphones) devices.

## VDI Environment

If you are using a [VDI](https://help.gladly.com/docs/vdi-requirements) environment and you are noticing connectivity-related issues (e.g., choppy voice connections, the Customer can't hear you, echo, slow performance, etc.), please work with your IT team, as they are responsible for managing and troubleshooting issues in a VDI environment.