What do I do if no-one can hear me in Teams

What do I do if no-one can hear me in Teams

There is no doubt, Microsoft Teams is one of the absolute positives of the coronavirus pandemic – it has been a revelation for those abruptly thrown into the isolation of remote working.

Many businesses were already using Office 365 (now renamed Microsoft 365) for their email and calendars – but the communication solutions within Teams suddenly provided the ability to communicate with teammates/ colleagues – either via the Chat channels/groups – or via the video conferencing facility.

In the early days of lockdown, one of the common calls to our Helpdesk was – how do I test Teams to make sure it all works before a conference call. So we wrote this article to guide people to how to check their settings before a call.

But what do you do if one of these settings is not working?  Ie – What do you do if the other party cannot hear you – or they cannot see you – or you cannot see them – or hear them.  Well, here are some troubleshooting tips to try that will hopefully help.

What to do if the other person cannot hear me ?

The first thing to check is ‘am I muted’? One of the options of Teams video calls is for you to start the call /meeting with your microphone muted – probably a good thing as it means the other party cannot hear what is being said if they join the meeting without you spotting them (if you’re looking away, or away from your computer).

To check this – and to unmute – you simply look for this icon  in the top right and click it to unmute.

If you don’t want to start the meeting unmuted – then ensure it is not set when you join the meeting.

If you are not ‘muted’ – and they still cannot hear you, then there is a possibility that your microphone is not working – or there is the possibility that the other person is having an issue with their speakers/headphones.

To check if your ‘end’ is working properly, then it is advisable to do a test call – you can see how in this article here – if everything is working (ie you can hear your own voice when played back – and you can see yourself on your webcam) then the issue is almost undoubtedly with the other person’s machine.  It is probably best to ask them to do the same Test Call like you have just done (so perhaps share this article with them too).

What to do if your Microphone or Speaker is not working when you do a Test call ?

Firstly, check that Teams is using the right devices on your laptop/PC – ie check that is has the correct Microphone and Speakers.  Laptops usually only have 1 of each- but it is not uncommon for there to be multiple, especially if you are using an external headset.

To find which devices Teams is set to use.  Click your profile picture in the top right and choose settings.  From there, select ‘Devices’.  You can now configure Teams to use whichever device you would like.  If you make changes to the device settings its best to carry out a test call to confirm everything is set correctly (Click ‘Make a Test Call’)

If Teams is using the right mic and speakers (or headset) but you are still not hearing yourself on the test call, the next thing to try is a full reboot of your laptop.  I know it is a cliche in IT, but it really does work in a large proportion of situations.  A full reboot causes your computer to reload all the device drivers from scratch – which is often enough to rectify an issue like this.

If you are still experiencing problems after a reboot, then you possibly have a more serious issue with the microphone or speakers not working.  If this is the case, you may need to contact your IT support company for some help (if you are a Synium support customer – give us a call on 0121 663 0203)

What to do if the other person cannot see me ?

Most laptops come with Web Cams built-in whereas with most desktop units you will need to purchase a separate plug in Web Cam. If you find the person you are calling cannot see you, first check to make sure you have video enabled on the call.  This icon indicates you have Video disabled .  You can simply enable video by clicking on the icon.

As with the microphone you can start the meeting with either the Video enabled or disabled;

You can check in settings to make sure the correct web cam is selected.  If you are using a laptop its also worth noting your device may have a physical slider to cover the web cam or a button on the keyboard to turn the webcam off.

Windows 10 also has the capability to block Apps from using your web cam and microphone.  We have found a few support calls where this has been the case – to check, go to Settings (on the PC/laptop) and search for Camera to check it is enabled for Teams – if you are unsure about this step, then please give us a call, and we can help.


Simon Tonks
simon@synium.co.uk

Owner and MD of Synium who loves his job, his life and the wondrous outdoors - especially when on a bike of any kind (but preferably on a mountain bike going downhill fast). Please get in touch if there is anything IT related I can help you with (or if you want to talk bikes :-)