Troubleshooting Telehealth
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      Echo Troubleshooting

      Suggestions on how to eliminate echoes for various platforms

      Device Specific

      The most likely cause of audio issues during a DocsInk call tends to be caused by one of the participant’s devices. If the problem goes away when a participant mutes themselves, it's likely an issue with a particular audio device. See the suggestions in this section:

      • If you are the user experiencing the problem, make sure you have the correct microphone and speaker selected within the DocsInk video session
      • Reduce the device’s speaker volume to reduce/eliminate the echo
      • If your device or microphone is near a wall or other surfaces that do not absorb sound, move the device or microphone away to reduce/eliminate the echo
      • If you are using your webcam’s microphone or your computer speakers, try using a different audio device such as a headset, standard microphone, or handset. 
      • If possible, try to separate your microphone from your speakers to prevent the sound from the speakers from feeding into the microphone and producing an echo
      • If you are connected to a computer and a phone, and they are too close to each other, it will create an echo
      • Multiple computers in the same room on the same DocsInk call will create an echo
      • If you are using a Windows machine that supports Microphone Boost, disabling Microphone Boost may help to isolate the issue:
          • Click Start, and go to the Control Panel, Hardware and Sound, Sound
          • In the Sound dialog, go to the Recording tab, select your microphone, and go to Properties
          • In the Properties dialog, go to the Levels tab, uncheck the Microphone Boost check box
      • If you are using a Mac machine that supports Ambient Noise Reduction, disabling Ambient Noise Reduction may help to isolate the issue:
          • Go to System Preferences, go to Sound, go to Input
          • Uncheck the Use Ambient Noise Reduction checkbox

      App Specific

       

      **If these steps do not help your echoing issues, please let us know on the DocsInk Support Portal. 

      Specific details will be extremely helpful.  Such as:

      • What specific devices were participants using (i.e. Android or iOS mobile device, laptop/desktop computers, the DocsInk desktop app or browser version)
      • Did one participant muting helped the issue?  
      • Was anyone on speaker phone? 
      • Was anyone using a headset?
      • Were all participants hearing the echo?
      • Did having the source of the echo drop and rejoin help?

      *If you follow these steps and still experience issues, please restart your device