If participants can’t hear you, or you can’t hear any sound from your device during a session, there may be an issue with your speaker or microphone. Follow the steps below to ensure that your speaker and microphone are working properly.

💡 Top Tips for fixing Audio:

In the pre-lobby, before joining your session, you can make sure that everything is set up correctly for a smooth experience. If it is the first time you are joining a Sana Live session, or if joining as a guest, you will be asked to give permission to your microphone and camera. In most browsers, this will appear in the top left corner of your browser window.

When permissions have been given, you are able to configure and test your setup underneath your video tile:

Under the video feed you will find 3 options:

Note that your microphone might be different from your speaker. Unfortunately, we can not control the speaker settings, so this has to be configured on your browser or desktop.

If you can not configure your setup properly, we recommend you continue reading this page for troubleshooting.

You can also test that your microphone and camera is working correctly with your browser by going to https://webcammictest.com/, see further instructions here.

First off, let’s test your microphone set up is working correctly with your browser:

If there is recorded audio please read through the rest of the article.

If you cannot hear audio, go to Have I granted access to my mic.

Did you get a Device not found message during this test? Have you already tried restarting your browser? If you also need assistance with your camera, go to Video and camera on Sana Live for more help.

If you see the message "We can't access your microphone", this is most probably due to the fact that we don't have permission to access it.

Browsers often require your permission to access the microphone and webcam for each new website you enter. If access was not granted for a website, you can update it by following the steps for your browser below:

On Chrome and Edge:

On Firefox:

On Safari:

If you have given permission to your microphone, but you still see the message "We can't access your microphone", this is most likely due to the microphone being used in another program on your device. In order for the browser and Sana Live to access it properly, you need to close any other tabs or programs that might be using it.

Here is what you can do:

If you see the message "We can't connect to the microphone", this is probably due to the browser and Sana Live can't find microphone devices to connect to. This might happen if you disconnect a microphone or if you initially chose a microphone that is no longer available.

Here is what you can do:

If the above does not work, we recommend:

If your microphone is not working properly, you might see a message "Microphone is not picking up any audio". This means that we are not picking up any audio from the microphone when you are unmuted.

Here is what you can do:

If the above does not work, we recommend:

As a browser application, Sana Live can not control the speaker, unfortunately. You can test your speaker however in the pre-lobby before joining your session, see more here.

You can also test that the speaker is correctly set with the browser in general:

If you can hear the audio go to Check if the browser tab is muted

If you cannot hear the audio go to Check my computer's microphone or speaker settings

Note: You might experience temporary sound issues if you have a poor network connection.

The first thing to check for is to see if you are unmuted and if there are any errors. The errors usually appear in the lower toolbar, and you can check the steps to follow for each error below:

We also recommend you check the selected microphone (link) in Settings and the computer's microphone settings (link).

Note: You might experience temporary sound issues if you have a poor network connection.

If you’re currently in a Sana Live session

Follow these steps to check your Sana Live setup:

Audio Level - here you can also check your audio level from the selected microphone to make sure it's really picking up any sound.

Tip: In the Video tab you can also check your Webcam settings

Let’s check if your microphone is correctly set up with your computer.

In this section:

Checking my computers input and output settings for Mac

Checking my computers input and output settings for Windows

Check my computer permissions for Mac

Check my computer permissions for Windows

Mac

*Restart your browser if you updated your settings

Browsers and other applications often require permission from your computer to use your microphone and webcam. If access has not been granted this needs to be updated. Check your settings below:

*Restart your browser if you updated your settings

If you’re not currently in a Sana Live session

Check the following:

Let’s check if your audio output (headphones/speakers) are correctly set up with your computer. This involves checking your audio output settings, see below:

Mac

Windows

*Restart your browser if you updated your settings

Tip: If you select Input (instead of Output) you can check your microphone settings

If your sound is choppy, this might be due to you or others in the session having an unstable internet connection.

If you can't connect to a stable network, change the settings as follows may improve the performance of the session

Check the following:

If your output audio isn’t working it’s possible the browser tab is muted

For example with Chrome see below: (other browsers work similarly)