> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting audio issues

> Resolve microphone, speaker, and call audio problems in the HoopAI platform including browser permissions, WebRTC issues, headset compatibility, and mobile app audio.

Audio problems during calls on the HoopAI platform — such as no sound, one-way audio, echo, or microphone not working — are usually caused by browser permissions, device settings, or network conditions. This guide helps you diagnose and fix the most common audio issues.

***

## Check browser permissions

Hoop uses WebRTC for in-browser calling, which requires microphone access from your browser.

<Steps>
  <Step title="Verify microphone permission">
    When you first make or receive a call in Hoop, your browser should prompt you to allow microphone access. If you previously denied this permission, you need to re-enable it manually.
  </Step>

  <Step title="Update permissions in Chrome">
    Click the lock icon (or tune icon) in the address bar next to the Hoop URL. Find **Microphone** and set it to **Allow**. Reload the page.
  </Step>

  <Step title="Update permissions in other browsers">
    * **Firefox** — Click the shield icon in the address bar, then manage permissions
    * **Safari** — Go to **Safari > Settings > Websites > Microphone** and set Hoop to **Allow**
    * **Edge** — Click the lock icon in the address bar and allow microphone access
  </Step>
</Steps>

<Warning>
  If you are using Hoop in an iframe or embedded view, your browser may block microphone access by default. The parent page must include the `allow="microphone"` attribute on the iframe element.
</Warning>

***

## No audio on calls

If you or the other party cannot hear anything during a call:

<AccordionGroup>
  <Accordion title="One-way audio (you can hear them but they cannot hear you)">
    Your microphone is likely muted or not selected. Check the call controls in Hoop for the mute button. Also verify that the correct microphone is selected under **Settings > Phone System > Audio Devices**. Test your microphone in your operating system's sound settings to confirm it is working outside of Hoop.
  </Accordion>

  <Accordion title="One-way audio (they can hear you but you cannot hear them)">
    Check your speaker or headphone output. Make sure the volume is not muted on your device. In Hoop, go to **Settings > Phone System > Audio Devices** and verify the correct output device is selected. Try switching between speakers and headphones.
  </Accordion>

  <Accordion title="No audio in either direction">
    This is typically a network issue. WebRTC requires specific ports and protocols to be open. If you are on a corporate network, ask your IT team to allow UDP traffic on ports 10000-60000 and ensure STUN/TURN servers are not blocked. Try switching to a different network to test.
  </Accordion>

  <Accordion title="Audio works on first call but drops on subsequent calls">
    Refresh the browser tab between calls. Some browsers release the audio stream when a call ends but do not properly reacquire it for the next call. If this happens frequently, enable the **Persistent Audio Connection** option under **Settings > Phone System** if available.
  </Accordion>
</AccordionGroup>

***

## Echo and feedback

Echo during calls is usually caused by audio looping between your speaker and microphone.

| Cause                                         | Solution                                                                                                                     |
| --------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------- |
| Using laptop speakers and built-in microphone | Switch to a headset or earbuds. This physically separates the speaker from the microphone and eliminates feedback loops.     |
| Speaker volume too high                       | Lower your speaker volume. When audio is loud enough to be picked up by the microphone, it creates echo for the other party. |
| Multiple browser tabs with Hoop open          | Close duplicate Hoop tabs. Having multiple tabs open can cause audio to be captured and played back in a loop.               |
| External speakers near the microphone         | Move your external speakers away from your microphone, or use a headset instead.                                             |

<Tip>
  A USB headset with a built-in microphone provides the most reliable call audio experience. It avoids echo issues and gives you consistent input/output device selection.
</Tip>

***

## Mobile app audio

If you are experiencing audio issues on the HoopAI mobile app:

1. **Check app permissions** — Go to your phone's settings and ensure the Hoop app has microphone permission enabled
2. **Disable Bluetooth conflicts** — If you have multiple Bluetooth devices paired, your phone may route audio to the wrong device. Disconnect unused Bluetooth devices
3. **Check Do Not Disturb** — DND mode on your phone can suppress call audio and notifications. Disable it or add Hoop to your DND exceptions
4. **Update the app** — Ensure you are running the latest version of the Hoop mobile app from the App Store or Google Play
5. **Restart the app** — Force-close the app and reopen it. This resets the audio session and clears temporary glitches

***

## Network and firewall requirements

WebRTC audio requires the following network configuration:

| Requirement | Details                                                                |
| ----------- | ---------------------------------------------------------------------- |
| Protocol    | UDP preferred, TCP as fallback                                         |
| Ports       | 10000-60000 (UDP) for media traffic                                    |
| STUN/TURN   | Access to STUN/TURN servers for NAT traversal                          |
| Bandwidth   | Minimum 100 kbps up and down per call                                  |
| VPN         | Some VPNs block or degrade WebRTC traffic — test with VPN disconnected |

<Note>
  If you are behind a strict corporate firewall that blocks UDP traffic, Hoop will attempt to fall back to TCP. However, TCP may introduce latency and reduced audio quality. Work with your IT team to allowlist the required ports for the best experience.
</Note>

***

## Quick diagnostic steps

<Steps>
  <Step title="Test your microphone">
    Use your operating system's sound settings or an online microphone test to confirm your mic is working outside of Hoop.
  </Step>

  <Step title="Check device selection in Hoop">
    Go to **Settings > Phone System > Audio Devices** and verify the correct input and output devices are selected.
  </Step>

  <Step title="Try an incognito window">
    Open Hoop in a private/incognito window to rule out extension interference. Grant microphone permission when prompted.
  </Step>

  <Step title="Switch networks">
    If you suspect a network issue, try connecting via a mobile hotspot or a different Wi-Fi network to see if audio quality improves.
  </Step>
</Steps>