Troubleshooting Audio Issues in Outplay

The purpose of this article is to provide direction to Outplay users to troubleshoot call audio issues experienced while making calls.

Completing this process prior to contacting Support can assist in determining the root cause of the audio issue. Provide this information when submitting a support request if applicable.

Attempt to recreate the issue with known-good devices and connections if applicable.
We do not support VPN configurations in Outplay.
We advise users to complete, save, log and close any important information prior to starting this process as system restarts and browser updates are required steps in the troubleshooting process.
Disconnect any audio peripheral devices such as headsets and external speakers.
Test with known-good devices, such as another headset, if applicable.
Confirm the user has completed, saved, or logged any important information.
Determined if the issue is intermittent or consistent.

Troubleshooting Call Audio Issues:

Determine the symptom:

If the Issue is...	Then...
1-way, no, or robotic/choppy audio	Access Incognito Mode. OR Proceed to Step 2.
Echo or static	Proceed to Step 2.
The call won't connect, the call dropped	Proceed to the Step 2. OR No further action is required.

Determine if the issue is resolved:

If the issue is...	Then...
Resolved	Proceed to Step 4...
Not resolved	Clear Cache -> Update browser -> check if any other app is overlayed and close them -> Proceed to step 3

Test audio and determine if the issue is resolved:

If the issue is...	Then...
Resolved	The issue is related to browser configuration -> Contact the network or system administrator for further direction if applicable. -> No further action is required.
Not Resolved	Proceed to Step 4.

Determine how the user's audio is set up:

If the audio is through...	Then...
A headset	Disconnect the headset -> Proceed to Step 5.
External Speakers	Disconnect the speakers. -> Proceed to Step 5.
Integrated (computer) speakers	Proceed to Step 6.

Test audio and determine if the issue is resolved:

If the issue is...	Then...
Resolved	Issue related to the peripheral sound device. -> Contact the network or system administrator as applicable. -> No further action is required.
Not resolved	Proceed to Step 6.

Run the Twilio Network Test and proceed based on the results:

If network test...	Then...
Passed	Proceed to Step 7.
Failed	Contact Support -> Include the completed troubleshooting steps in the support request if applicable.-> No further action is required.

Determine if a firewall is present:

If a firewall is...	Then...
Present	Disable the firewall. -> Proceed to Step 8.
Not present	Proceed to Step 9.

Test audio and determine if the issue is resolved:

If the issue is...	Then...
Resolved	The issue is related to firewall. OR Contact the network or system administrator for further direction as applicable. OR No further action is required.
Not resolved	Proceed to Step 9.

Determine if a VPN is configured:

If a VPN is...	Then...
Configured	Disable the VPN & Restart system once
Not applicable	Proceed to Step 11.

Test audio and determine if the issue is resolved:

If the issue is...	Then...
Resolved	The issue is related to the VPN configuration. -> Contact the network or system administrator as applicable for further direction.
Not resolved	Proceed to Step 11.

Note: Outplay does not support VPN configurations.

Determine how the user is connected to the Internet:

If the user is connected via...	Then...
WiFi	Connect via Ethernet if applicable. OR reset wifi router once
Ethernet	Contact Outplay Support & Check Twilio health status & Include completed troubleshooting steps

Test audio and determine if the issue is resolved:

If the issue is...	Then...
Resolved	The issue is related to the WiFi connection.
Not resolved	Contact Outplay Support & Check Twilio health status & Include completed troubleshooting steps

Updated on: 26/06/2024