Audio remains one of our largest areas of failure on the clients end. We can only control whether or not we are receiving their input correctly, the quality of the audio has to be adjusted on the client’s end. So if someone is too loud or muted we have to reach out to the client and guide them through how to fix it according to their specific setup. This varies from client to client drastically.
Things to consider before seeking support:
- Confirm you have audio on your device in other locations. (simply adjusting the volume indicator to here the ping is good enough or you can play audio from any other source on your device) If you’re on windows make sure the mixer app has Splashtop turned up.
- Confirm if you should be hearing audio as best you can. Are people on stage? Are they just rehearsing? Some clients will not turn on audio until they go live and are ready, others forget and support will need to reach out.
- Low/too loud/poor audio – If one speaker is too loud or too low at one point during the service it’s ok to put this on your feedback form rather than escalating to support. by the time support reaches out a new speaker could be up and the problem resolved. If the speaker is up for an extended amount of time (more than a couple of minutes) then you may reach out to support to contact the client.
Immediately reach out to support if you have any of the following:
- The event begins and no clear audio is present at all; seems like everything is muted still and the client has not unmuted since you’ve entered the encoder
- Audio completely cuts out and does not return within 1 minute of action still going on
- Audio sync within the encoder is off to the point you cannot keep up with the action
If you believe the audio is not good enough to continue operating and you have considered the above, please reach out to Event Support via the Chatbot on your homepage by typing in “Agent”.
If you experience any of the following, please add the issue to your Post-Event Survey and do NOT reach out to support during the live event.
NOTE: If the videographer is experiencing any of the below issues, a restart of the software will not usually help so it’s best to wait and see if the client adjusts or leave a note on your Post-Event Survey.
- No audio but nothing is happening/no action, no one speaking into mics or playing an instrument. Just wait.
- Momentarily low audio/loud audio/clipping
- One specific mic or instrument isn’t coming through but everything else is fine