Troubleshoot audio and video issues on your computer or mobile device

• Audio issues
  • No sound
  • Volume is too high or too low
• Microphone issues
• Video issues
• Camera issues
• Get help

Audio issues

No sound

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

• Windows: See Fix sound problems in Windows 10.
  Note:

  Running the audio troubleshooter may help resolve your issue, but it requires administrative access to your computer. To run troubleshooting steps that may not require administrative access, select the Run troubleshooter drop-down.
• macOS: See Get help if the internal speakers on your Mac don't make sound.
• iOS: See If you hear no sound or distorted sound from your iPhone, iPad, or iPod touch speaker.
• Android: To ensure that audio isn't being sent to the headphone jack, plug headphones in, and then unplug them. If the problem persists, contact your carrier.

Volume is too high or too low

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

• Windows: For Windows 10, see How to Adjust the Volume for Individual Apps in Windows.
• macOS: See Turn the volume up or down.
• iOS: See If you hear no sound or distorted sound from your iPhone, iPad, or iPod touch speaker.
• Android: See How to Adjust Your Android Phone's Volume and Display Settings. If the problem persists, contact your carrier.

Microphone issues

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

• Windows: See Fix microphone problems.
• macOS: From the Apple menu, select System Preferences > Sound > Input. Select the microphone you wish to use. Near the bottom of the window, adjust output volume if your microphone is too loud or soft.
• iOS: See Get help with the microphones on your iPhone, iPad, and iPod touch.
• Android: Unplug any headsets, and then and restart your device. If the problem persists, contact your campus Support Center.

Video issues

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

1. Close the application (for example, web browser, Zoom, Slack), 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:
   • Chrome: See Fix videos that won't play in Chrome.
   • Firefox: See Fix common audio and video issues.
   • Safari: See If Safari doesn't load a page or webpage items are missing or If a plug-in is missing.
3. Check your internet connection:
   • Windows: See Fix Wi-Fi connection issues in Windows.
   • macOS: See Solve network connection problems.
   • iOS: See If your iPhone, iPad, or iPod touch won't connect to a Wi-Fi network.
   • Android: For issues on Pixel or Nexus devices, see Troubleshoot Wi-Fi network connections. For issues on other Android devices, contact your campus Support Center.
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:
   • Zoom: See System Requirements.
   • YouTube: See Video quality.

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:

  • Update drivers in Windows
  • How to use the Camera app

  For manufacturer-specific tips, see:

  • Dell: Dell Webcam and Dell Webcam Central Software Guide
  • HP: HP PCs - Webcam Troubleshooting (Windows 11, Windows 10)
  • Lenovo: How to use your integrated camera in Windows 10
• macOS: 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.

  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, guests, and groups on Mac.

  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:

  • Resetting the System Management Controller (SMC) on your Mac
  • How to reset NVRAM on your Mac
• iOS: See Get help with the camera on your iPhone, iPad, or iPod touch.
• 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.

Get help

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