Echo Troubleshooting

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

• Clear cache and cookies from your browser settings
  • • Chrome (desktop/laptop/mobile): https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop 
    • Edge: https://support.microsoft.com/en-us/search?query=edge%20clear%20cookies%20and%20cache#:~:text=In%20Edge%2C%20select%20Settings%20and,data%20%3E%20Clear%20browsing%20data%20now%20 
    • Safari (desktop/laptop): https://support.apple.com/guide/safari/clear-your-browsing-history-sfri47acf5d6/mac 
    • Safari (mobile): https://support.apple.com/en-us/HT201265 
• Restart your browser or device
• If you are using the DocsInk desktop application for Mac or Windows, please ensure you have downloaded the latest version
• If you are using the DocsInk desktop application for Mac or Windows, uninstall the app, then download and reinstall it
• Check for any available operating system updates

**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