Settings to check before anything else

We have put a large number of audio setting in the App, covering noise cancelling, sensitivity, gain control and noise background reduction. So if you have any issues, the first thing to do is go into the “audio settings” menu and check all the settings. Gamers’ settings can vary a bit depending on headset brand and quality, on background noise etc… A fine-tuning can enhance your audio experience tremendously!

Check the input/output device settings

Depending on your Operating System, sometimes the default device selection for sound settings is not the one you want to use, and another one is selected instead.

To check this we made your life simpler: check if your headset input/output audio source are the right ones, right name, from the drop-down menu. Then simply click on the “Test Input” (you speak and you are going to hear yourself back if things work well), then on “Test Output” (you will hear a sound if things work well).

By clicking on the “heart” next to your listed input/output audio device, it will now become the default on SONIX whenever it is plugged in again.

(And don’t forget that even Google with their thousands of software engineers have not found an universal solution to avoid the typical “I can’t hear you” at the beginning of a voicechat)

Check for mute/unmute & check your Push-to-Talk

Check if you didn’t mute yourself or your friend, and check your Push-to-Talk configuration. Check if the microphone icon on your profile or the one on your friends is active or not, and ask them to check their mute/unmute settings.

Check the microphone sensitivity

If the Push To Talk option is disabled, you can select the microphone sensitivity in order for your voice to be detected and sent through the app. Setting a too high sensitivity means that you need to speak really loud, and it may not detect your voice correctly. Make sure you’ve set the correct sensitivity based on your voice and environment (a low sensitivity may catch unwanted background noise).

Check the volume settings

You may have lowered the volume for a specific user in a call and won’t be able to hear them. You can check if their volume is set correctly by “clicking right” on their profile in the call and move the volume slider.

Troubleshooting with Bluetooth headsets

For gamers using bluetooth communication devices like earbuds, the sound coming from your game/media on your computer may either be muted or may sound really bad. These devices are often designed to be used for conference apps like Skype, Meet, and therefore prioritize communication over sound quality. You can still use your earbuds if you have another microphone, however make sure you select your device as Stereo instead of Free Hand AG on the output settings. If overlooked, your operating system audio settings might default to Free Hand AG instead of Stereo.

Check that Sonix has the authorization to use your microphone and camera

Visit Microsoft Support website.

Make sure that your headset is correctly plugged into your computer (USB, Jack 3.5mm, …)

Is your headset, headphone, speaker, microphone, or any other device plugged correctly into your computer? Sometimes, the computer may not recognize a corrupted device, so try removing it and plugging it in again to reset the connection between your computer and your device.

Check the sound settings on your computer

Be sure your device is activated by going to your OS sound settings. Refer to your OS support for more information.

Nothing above is helping you ?

If your problem still persists, you can send a ticket to our support team. We made your life simpler: click on the “bug” icon at the bottom left of the page and describe your problem. The more complete your description is, the faster the Dev team will solve it:

• Write a clear description of your problem
• List the audio devices type, brand and model that you use with Sonix
• Tell us about your Performance check on Sonix (go on Settings/performance and run the test)
• Tell us about your computer (Windows version, RAM, CPU type…)
• The type of connection you have (ethernet, wifi…)