My headphones/microphone is not working
  • 11 Dec 2020
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My headphones/microphone is not working

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If you suspect that your headphones or microphone is not working, try the troubleshooting steps below. If you are having voice quality issues, please read my call quality is bad help doc.

Headphones not working

Wired

  1. Try plugging in your headphones on another device (phone, tablet, etc.) and play music to ensure your headphones are working.
    • If it's working, continue below.
    • If it's not working, consider the possibility of your headphones being defective.
  2. Reseat your headphone cable from the headphone jack. 
  3. Make sure the volume level is up.
  4. Check your Chrome setting to ensure that no Gladly sites are blocked for microphone or any other of the permissions.
    • Enter chrome://settings/content in the address bar. Under Permissions, select Microphone. Make sure Gladly is appearing under the Allow section.
  5. 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.


Wireless

  1. Make sure your headset is charged.
  2. If you are using Bluetooth headphones, try resyncing your headset with your computer. If there is still no sound, try syncing your wireless headphones with another device to make sure it works.
  3. Make sure the volume level is up.
  4. Check your Chrome setting to ensure that no Gladly sites are blocked for microphone or any other of the permissions.
    • Enter chrome://settings/content in the address bar. Under Permissions, select Microphone. Make sure Gladly is appearing under the Allow section.
  5. 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.

Microphone not working

  1. If your microphone is built into the headphones, try reseating the cable to your computer.
  2. Make sure there is no debris on the microphone.
  3. If you are using 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 and PC devices.

VDI Environment

If you are using a VDI 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.

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