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Troubleshooting

No audio or poor call quality

Silence, echo, robotic voices or dropped calls, and what to check in order.

Written By Axel Molist

Last updated About 1 month ago

Most audio problems come down to one of three things: the wrong device selected, a browser permission, or the connection. Check them in that order.

You can't hear them, or they can't hear you

  1. Go to Settings > Audio and video. Check the Microphone and Speaker are the ones you're actually using, especially after plugging in a headset. Speak and watch the level meter move; click Test on the speaker.

  2. In the browser, check Olatti is allowed to use the microphone. Look for the camera or microphone icon in the address bar and set it to Allow, then reload.

  3. On a Mac, check System Settings > Privacy & Security > Microphone includes your browser or the Olatti desktop app.

  4. If you're on a desk phone, check the handset cord and that the phone shows as Online under Settings > Profile > Devices.

Robotic, choppy or delayed audio

That's the connection. Move closer to the Wi-Fi or plug in a cable, pause big downloads and video calls on the same connection, and try again. If it happens at the same time each day, or only on one device, tell us which.

Echo

Someone is hearing their own voice back through the other person's speakers. Ask the other side to lower their speaker volume or use a headset. If it's you, use a headset.

Calls drop

A dropped call is nearly always a network handover, for example a laptop moving between Wi-Fi networks or a mobile switching from Wi-Fi to 4G. Stay on one network for the call, or switch the call to your mobile deliberately before you move.

Still stuck

Email support@olatti.com with the number you called, the time, and which device you were on. If it's the desktop app, send the log too: see How to send logs to our technical team.

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