Audio Troubleshooting (No Audio/ Sound)

Issue (symptom, problem, or question)

During Video Chats: The video works fine but there is no sound/audio coming out.

Example questions requested by coaches:

Hi Support,

I am having a hard time hearing anything from my member during our Live Sessions. I can see her just fine.

Environment

user app

Resolution

Scenario 1:

Check to make sure if the member is using any earset or headphones (wired or Bluetooth). In which case, audio is going through the connected headset. If they wish to continue their consultation through the phone's microphone then they will have to disable/disconnect other audio-connected devices.

Scenario 2:

For iOS:

Go to the Settings App
Scroll all the way down and click Vida (under all the listed applications installed on your device)
Next, make sure that micro/camera are both turned on (please see below image)

For Android:

Go to the Settings App
Next, scroll down to Apps
On the next screen, keep scrolling down until you see Vida, click it
And under the Privacy section, make sure that both Mic and Camera are permitted (please see attached screenshot below)

Note: There will be some members who might not see the microphone/camera options in the app settings. In this case, have them:

Logout from the app
reinstall the app
Log back in
and on the next call they get, to make sure to allow permissions on both mic and camera when prompted

MetaData

Articles in this section

Comments