For recordings with two participants, the host is unable to hear the guest, or vice versa. Or for recordings with three or more participants, one participant can't be heard by anyone.
For recordings with three or more participants, if one participant is able to be heard/seen by at least one other participant but not by the other participant(s) please see this article for troubleshooting.
What causes this issue
This usually happens when:
One or more participants has the wrong device selected as their audio input (i.e. microphone) and/or audio output (i.e. speakers or headphones) in the Zencastr settings.
The speakers or headphones are connected to the wrong device.
Less frequently, this might happen when:
There is a problem with the actual microphone, speakers, and/or headphones.
The host or guest has a slow or unstable internet connection.
Troubleshooting steps
The host and guest try the troubleshooting steps below in order.
Step one: the host checks the waveform on the guest’s track while they speak.
If the guest’s waveform moves when the guest speaks
The host should check their Call Settings and make sure the correct device (speakers or headphones) is selected as the audio output and the volume is on and turned up to an audible level.
The guest should also checks the microphone gain (input volume) and makes sure it is set to an audible level.
If the guest’s waveform doesn't move when the guest speaks
The guest should check their Call Settings and make sure the correct device (microphone) is selected as the audio input.
The guest should also checks the microphone gain (input volume) and makes sure it is set to an audible level.
Step two: the host and guest check the connection of their audio input and output devices
Check the cables connecting any external devices (headphones or microphone) to make sure they are properly plugged into the computer.
You may need to refresh the page after unplugging and replugging any devices.
If using headphones, make sure they are connected to the computer itself instead of any external microphones or cameras.
Some audio interfaces or mixers have multiple options for audio input. If using one of these devices, make sure the correct audio input is selected.
For Rodecaster Pro, ‘Rodecaster Pro Stereo’ not ‘Rodecaster Multitrack’ should be selected as both the audio input (microphone) and the audio output (speaker).
Step three: the guest tests the microphone.*
*If the guest’s waveform isn't moving and the above steps have already been tried.
To confirm that there isn't an issue with the microphone itself, the guest can open another browser-based program/app that uses the microphone, such as Google Meet.
In Google Meet, the guest should test that the microphone can be selected and the input and output is working correctly.
Step four: the host and guest do a speed test*
*If all participants’ audio input and output devices have been checked and are working correctly.
The host and guest run a speed test using this link to make sure their internet connection meets the minimum requirement of at least 10 Mbps for both the download and upload speed. If the internet connection doesn’t meet the download and upload speed minimum, but the participant could try:
Connecting to a different network
Connecting to a hardwired network
Step five: check if the network has strict security settings
If a participant is connecting from a company or educational space, they should reach out to their IT team to have them verify that Zencastr isn't blocked by a firewall or other security settings.
They can provide the IT team with this information.
Still having trouble?
If the error persists after trying the steps above, contact Zencastr Support via chat or email.
Related questions
I can hear my guest but they can’t hear me. What can I do?
You and your guest should follow the above troubleshooting steps with you checking your audio input (microphone) and the guest checking their audio output (headphones or speakers).
I can hear my guest but they can’t hear me and I’m also seeing a message that says ‘error: there was an error getting to the user’s local stream’. What does this mean?
I can't hear my guest and they are seeing a message on their side that says “error accessing microphone or webcam” (or “problem accessing your mic or camera”). What does this mean?