Unable to make Audio Video call using Skype for Business client.

21 Nov Unable to make Audio Video call using Skype for Business client.

When you make Skype for Business audio/video call with another Skype for Business user that consider as VoIP (Voice Over IP) call. So sometimes Skype for Business client audio doesn’t work because of various reasons, for example, because audio drivers are missing, audio devices are incompatible, or network connectivity loss during the call set up.

Here are the most common audio problems:

1. Unable to hear other party:
   1. In the Skype for Business conference call click on to “Call Control” button and then click the ‘Devices’ tab. make sure the device you want is selected is right device. Refer below image.
   2. 
2. If you are getting one-way audio on mobile device, then make sure you allowed Skype for Business client to use mobile phone Mic and volume is full state. This is very common mistake people does that not allowing Mic for Skype for Business. Refer below image from iOS device (Settings > Skype for Business > turn on “Microphone”)
3. 
4. Check the speaker volume on your computer as well. Click the speaker sound button on your task bar, (usually on the lower-right corner of your computer). Then use the slider to change the volume of the device you selected and set as high. Refer the below image.
5. 

If incase your device is connected to a USB hub then connect it directly to your computer instead of USB hub. Sometime USB hub contributes poor experience.

4. Other party cannot hear you: Make sure you’re not muted. When you’re muted, the Phone/Mic button in the meeting looks like below image. So keep muted when you are not talking.

5. Skype for Business doesn’t recognize your audio device, or you get an error: “Your speaker and microphone are not working”. Try below in order to resolve this issue:

1. If your audio device is connected to a USB hub, plug it directly into your computer.
2. Unplug your device, reboot, and plug it back in.
3. Make sure your audio device is not disabled:
   1. Go to Start > Control panel.
   2. In Control panel, search for Sound and open it.
   3. Right-click to make sure the Show Disabled Devices check box is elected and if incase your audio device is disabled, right-click the device and click Enable.

6. If you connected new device to your computer and device is not showing, then scan for hardware changes in Device Manager:
   1. Go to Start > Control panel.
   2. Search for Device Manager, and then open it.
   3. Select your computer name, and then click Action > Scan for hardware changes. This will find new devices and install the drivers.
7. Download the most current drivers from the manufacturer’s website and install them. This is very important to have latest drivers.

8. If unable to hear sound using Skype for Business client however hear using computer sounds through your desk phone. This can happen if you set up your desk phone as the default audio device in Windows, instead of in Skype for Business.
   1. Check your default Windows audio device.
   2. Click Start, and then type Sound in the Search programs and files box.
   3. Click Sound on the menu.
   4. On the Playback tab, right-click another device, such as your computer speaker or a headset, and then click Set as Default

9. If you receive error message notifications. “You need to set up an audio device”. In some cases, Skype for Business client displays a notification about audio in the conversation window or the Skype for Business main window that audio device not setup, unplug the device and plug it again and update device drivers to resolve this issue.

TIP: Click the notification for more information or suggested solutions and send error to your IT support team for further analysis.

10. Unsupported audio device causing issue in Skype for Business call: Most of the time audio issue is related to device. If you are using your own audio (USB) device, then disconnect device and use computer Speaker/ Mic and see if you are able to complete call.

11. Call connects and drop instantly or after few second: This issue might be due to windows firewall blocking communication or network port. Try to stop your windows firewall service and make test call. To stop firewall service, go to Start > Run > Services.msc > find ‘Windows Firewall’ service and right client on it say Stop. Refer below image.

12. If still issue persist then there may be issue from server side, firewall side, Load Balancer side or network side. You can generate log using reproducing issue and send it to your Support team.

Thank you.