Q. My headphones/microphone is not working. What should I do?

If you suspect your headphones or microphone is not working, try the troubleshooting steps below. If you are having voice quality issues, please see My Call Quality is Bad.

Headphones not working #

Wired #

1. Make sure you’re using Chrome and that you have the newest version  installed. 
2. Restart your browser.
3. To ensure your headphones work, try plugging them into another device (phone, tablet, etc.) and play music.
   • If it’s working, continue to step 4.
   • If it’s not working, consider the possibility of your headphones being defective.
4. If you can’t hear your Customer in Gladly, open another browser tab and go to another website with audio (e.g., youtube.com) to ensure the headphones work.
5. Reseat your headphone cable from the headphone jack. 
6. Make sure the volume level is up.
7. Check your Chrome setting to ensure that no Gladly sites are blocked for microphone or any other permissions.
   • Enter chrome://settings/content in the address bar. Under Permissions, select Microphone. Make sure Gladly is appearing under the Allow section.
8. Make sure that your browser (Chrome) audio is not muted. To mute/unmute a browser tab in Google Chrome, right-click the tab and select “Mute Site” or “Unmute Site.” This will mute/unmute all tabs from the site in the future.
   
9. Restart your computer if you’ve tried the steps above, but you’re still unable to hear sound.

Wireless #

1. Make sure your headset is charged.
2. Make sure you’re using Chrome and that you have the newest version  installed. 
3. Restart your browser.
4. If you can’t hear your Customer in Gladly, open another browser tab and go to another website with audio (e.g., youtube.com) to ensure the headphones work.
5. If you use Bluetooth headphones, try resyncing your headset with your computer. If there is no sound, try syncing your wireless headphones with another device to ensure it works.
6. Make sure the volume level is up.
7. Check your Chrome setting to ensure that no Gladly sites are blocked for microphone or any other permissions.
   • Enter chrome://settings/content in the address bar. Under Permissions, select Microphone. Make sure Gladly is appearing under the Allow section.
8. Make sure that your browser (Chrome) audio is not muted. To mute/unmute a browser tab in Google Chrome, right-click the tab and select “Mute Site” or “Unmute Site.” This will mute/unmute all tabs from the site in the future.
   
9. Restart your computer if you’ve tried the steps above, but you’re still unable to hear sound.

Microphone not working #

1. Ensure that microphone access is permanently allowed for Gladly in Chrome which is usually presented like the modal below. You can also check the microphone permission access through Chrome.
   
2. If your microphone is built into the headphones, try reseating the cable to your computer.
3. Make sure there is no debris on the microphone.
4. If you use the microphone on your computer, check your sound settings to ensure the microphone is enabled.
   • Use your computer’s built-in microphone testing feature for Apple  and PC  devices.

VDI Environment #

If you are using a VDI environment and you are noticing connectivity-related issues (e.g., choppy voice connections, the Customer can’t hear you, echo, slow performance, etc.), please work with your IT team as they are responsible for managing and troubleshooting issues in a VDI environment.