In a recording with two participants, the host can't hear the guest, or vice versa. Use this article to help you troubleshoot.
If the recording has three or more participants and one participant can be heard or seen by at least one other participant, but not by everyone, use this support article instead.
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 affected guest should try the troubleshooting steps below in order.
Step 1: 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 check the mic gain (input volume) and makes sure it is set to an audible level.
If the guest’s waveform doesn't move move when the guest speaks
The guest should check their Call Settings and make sure the correct microphone is selected as the audio input.
The guest should also check the mic gain (input volume) and makes sure it is set to an audible level.
Step 2: 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 3: 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 4: 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. If the internet connection doesn’t meet the 10 Mbps download and upload speed minimum, the participant could try:
Connecting to a different network
Connecting to a hardwired network
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.
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 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?