Troubleshooting audio and video issues on your computer or mobile device

UITS recommends the following tips for troubleshooting audio and video issues on your computer (Windows or OS X) or mobile device (iOS or Android).

On this page:


Audio issues

No sound

If you are not hearing any sound at all from your device:

Volume is too high or too low

If you can hear audio, but the volume is too high or too low:

Note:
Alternatively, for Windows or OS X, see Adjusting the volume for your system and computer on the worldwide.bose.com website.

Microphone issues

If your microphone doesn't seem to be working, or its volume is too high or too low:

Video issues

If you are having issues viewing online video meetings, presentations, or recorded content:

  1. Close the application (e.g., web browser, Zoom, Slack, Skype for Business, etc.), reopen it, and then try reconnecting to the videoconference or reloading the video content you were trying to watch.
  2. For browser-based video applications, try clearing your browser's cache and cookies. If the problem persists, try these other browser-specific tips:
  3. Check your Internet connection:
  4. Check your Internet download speed. Run a test using a service such as Speedtest.net, and then compare the results with the bandwidth requirements of the service you're using; for example:

Camera issues

If others are having trouble seeing video or screens you're sharing from your device:

  • Windows: If you're using an external camera, unplug it, and then plug it back in.
  • For all types of cameras, make sure any associated applications (including device drivers) are fully updated. Device drivers for external cameras are commonly available from the manufacturer's website.

    For other Windows-specific camera troubleshooting tips, see the following Microsoft support documents:

    For manufacturer-specific tips, see:

  • OS X: If you're using an external camera, unplug it, and then plug it back in.

    For all types of cameras, make sure any associated applications (including device drivers) are fully updated. Device drivers for external cameras are commonly available from the manufacturer's website. For help with software updates, see Updating software in Apple's support documentation.

    If all camera-related software is fully updated, and the problem persists:

    • Make sure the application using the camera is the one that's currently selected on your desktop.
    • Check whether the camera works in other applications.
    • Check whether the camera works in other user accounts; for help with user accounts, see Set up users on your Mac in Apple's online support documentation.

    If these standard troubleshooting steps fail to resolve the issue, try resetting the System Management Controller (SMC) and NVRAM (non-volatile random-access memory); for help, see these Apple support documents:

  • iOS: See Get help with the camera on your iPhone, iPad, or iPod touch in Apple's online support documentation.
  • Android: Make sure all app updates are installed, and then check whether the camera works in other applications.

    If the problem persists, power off and restart your device.

    If that doesn't resolve the issue, try clearing the camera app's cache:

    1. In Settings, tap Apps, Applications, or Application manager (depending on your device).
    2. Select the appropriate camera app.
    3. Tap Storage, and then tap Clear cache.

Getting help

If you tried all the pertinent tips listed in this document, and your problem has not been resolved, contact your campus Support Center.

This is document aodb in the Knowledge Base.
Last modified on 2017-10-10 08:56:38.

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