Zoom Audio Troubleshooting

You should receive links to the Zoom sessions when your booking is confirmed. If your meeting is recurring each week, it may be the same link, but it is always good to check.

If you are unsure how to access the Zoom session for your meeting, ask your captioner or email coordinators@ai-media.tv

Selecting your audio source

Zoom should default to any external microphones you have plugged in to your computer.

Your captioner may ask you to check that Zoom is getting audio from the correct microphone if they are receiving poor audio quality.

1. Check that you have connected your audio.

If this window does not appear, you can open it by clicking ‘Join Audio’ in the bottom left-hand corner.
  • When you log in, select ‘Join with Computer Audio’.
  • Look in the bottom left-hand corner.
  • If you are connected, it will have a microphone icon labelled ‘mute’.
  • If not, it will say ‘Join Audio’.

2. Check that your microphone is connected.

The ‘Mute’ icon may say ‘Join Audio’. If so, go back to Step 1.
  • After you have connected your audio, the bottom left hand corner should have a mute/unmute icon, with an arrow for more options.
  • Click the arrow to select which microphone and speaker you are using.
  • If you have an external microphone plugged in, check that it is selected.

3. Check that your captioner can hear you.

If you are unable to access your session, you can also ask contact the captioner in Zoom’s chat panel.
  • Speak directly into your microphone, preferably away from your laptop, so we know the sound is not being picked up from the inbuilt laptop microphone.
  • In your Ai-Live session, message your captioner to confirm that they are receiving audio through the Zoom call.
  • You can type a message, or use one of the pre-configured options. Option three states “Captioner, do you have audio?”
  • The captioner will confirm or request that you try something else.

Still having problems?

Updated on May 22, 2020

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