Occasionally, there may be minor quality issues which affect Symphony Meetings. An example of some possible issues and the steps to resolve them, or identify the root cause, can be found below:
- My audio cannot be heard
- I cannot hear audio
- My video cannot be seen
- I cannot see video
- General performance issues
My audio cannot be heard
- Does the user have an audio input device? The user interface will display an error message if the user doesn’t have a suitable device and attempts to begin a call.
- Does the user have the relevant permissions to send audio?
- Is there a problem on the receiving network side?
- If some audio is heard but the quality and/or volume is poor, check the user is not speaking too closely into the microphone.
- Can the microphone level be increased and/or is there a boost setting that could be used?
- Is the correct device selected? Does the Input Level Bar display audio input?
If not, change it another device or verify in the systems settings that device is not muted:
- Is the use of the camera and microphone in Google Chrome permitted:
I cannot hear audio
- Does the audio output device work with other applications?
- Does the user have the relevant permissions to send audio?
- Is there a problem on the sending network side?
- Is the correct audio output device selected in Symphony?
My video cannot be seen
- Does the camera work in other applications?
- Does the user have the relevant permissions to send video?
- Is the use of the camera and microphone in Google Chrome permitted?
- Is the correct camera selected in Symphony?
I cannot see video
- Can you see video from other users?
- Does the user have the relevant permissions to send video?
- Is there a problem on the sending network side?
- If you can see video but the quality is poor, are you on a stable network connection?
General performance issues
If a user experiences any general performance issues, such as audio/video cutting out, meetings freezing or connections taking too long, please contact the Symphony Support team at support@symphony.com who may ask you to obtain and send them various log files in order to resolve the issue.
If the files are too large to email, inform the Symphony Support team. They can arrange to receive it using a secure file transfer site, Filevault.