Phone Call Audio Issues

Issue Overview

Step-by-Step Troubleshooting

1. Refresh the VMOS system.
2. Log out and back into VMOS.
3. Restart computer.
4. Unplug and replug in audio device and/or move it to a different USB port or try a different audio device if one is accessible.
5. Verify that the audio device is set as the input and output device in the computer Sound settings (if issues with phone calls disconnecting).

6. Verify that the microphone is enabled for VMOS in Google Chrome.

• Google Chrome Settings > searching the word Microphone > Site Permission > find Microphone setting > confirm this is allowed for vmos.storeease.com

7. Verify sound is enabled for VMOS in Google Chrome.

       - Google Chrome Settings > searching the word Microphone > Site Permission > find Microphone setting > confirm this is allowed for vmos.storeease.com

8. Verify your internet upload and download speed are high and packet loss is low using:  https://speed.cloudflare.com/. Run 2 tests. This can contribute to call quality issues as well as VMOS functionality issues.

When to Submit a Ticket

1. If the issue is hardware related (i.e. audio device malfunction) or internet speed test results show poor internet speed/stability. Packet loss should be <1%, download above 40-50mb, and upload above 20mb. Reach out to your internal IT team to further assist with internet issues, as StoreEase doesn't manage individual network connections.
2. Submit a ticket to StoreEase if the internet connection is good overall and there are no hardware issues causing the issue. 

Information to Include in Your Ticket

1. Details of all steps completed for troubleshooting.
2. Screenshot of both speed test results.