Microphone Issues - Others cannot hear me!

If other participants cannot hear you when you are on a Highfive video call, follow the steps below.

I am using a:

Computer

If you are unable to troubleshoot at the moment, dial into the meeting with your phone. The phone number and meeting code for your Highfive call is usually provided by the organizer of your meeting within a calendar event invitation. If you are already in the meeting, click on the Participants icon (top-left of the Highfive screen) and then the “+” button to get a dial-in phone number.

  • If you are using a Windows computer, check for a mute button or key that can disable your microphone. Normally, this will be somewhere along the top of the keyboard.
  • If you are using Google Chrome to join your meeting:
    • Click on the lock icon (appears to the left of the meeting link at the top of Chrome) and make sure your Microphone is set to “Allow”.
    • Try this online microphone test to verify that your microphone works. You should be able to hear yourself if you speak out loud once the page loads: https://webrtc.github.io/test-pages/src/audio-and-video/
  • Make sure the correct microphone is selected under your Windows or Mac system Sound settings. Highfive will default to using this microphone, so it is important that your system is capturing audio from the correct place.
  • Check your Windows or Mac system Privacy settings and make sure the Highfive application and Google Chrome/Microsoft Edge (if applicable) are allowed to access your microphone.
  • If you are using an external USB webcam, disconnect and reconnect it.
  • In Highfive, go to your microphone settings by clicking on your self-view video feed (bottom-lefthand corner). Cycle through any available microphone options that you have until others can hear your voice.
  • Check other apps that use your microphone to see if they are also impacted by this issue. If the problem happens in the other app(s), try restarting your computer.
  • If you are using the Highfive desktop application, try joining your meeting using Google Chrome or Microsoft Edge instead, or vice versa if you are already using one of these browsers. Joining from Internet Explorer or Safari will download and install the Highfive desktop application, letting you know if the problem is isolated to one of these methods of joining your call.

Highfive device

  • Check the microphone mute button in the Highfive app and make sure you are not muted.
  • Use the Group Chat button to check with the other participant(s) to ensure their speakers are turned up.

Dolby device

  • Check the microphone mute button on the Dolby device and make sure you are not muted. The top light ring will illuminate blue if you are unmuted.
  • Use the Group Chat button to check with the other participant(s) to ensure their speakers are turned up.
  • If you do not have time to troubleshoot at the moment and you are in a Highfive Plus room, disconnect your Dolby phone and rejoin your meeting as a workaround. Audio will fall back to using the microphones that are built into your Highfive device. 

Mobile device

  • If you are already using your device's microphone for a phone or video call in a different app, hang your call up first.
  • If using a Bluetooth audio device, make sure it is paired successfully before using Highfive.
  • Check the microphone mute button in the Highfive app and make sure you are not muted.
  • Use the Group Chat button to check with the other participant(s) to ensure their speakers are turned up.

If your microphone issue persists after following these steps, contact Highfive Support at help@highfive.com.

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