How to resolve audio issues

If you’ve been told that NO audio was recorded on your test:

• Make sure that your microphone is plugged in BEFORE you click "Accept this Test." The audio test will NOT detect your microphone if it is plugged in AFTER you accept a test.
  
  

• Check to make sure your microphone is selected as your input device in your computer's sound settings.
• Mac: Go to System Preferences > Sound > Input, then select your microphone

• Windows: Navigate to Control Panel > Sound > Recording, and select the microphone you want to use.

• Make sure your computer is detecting your microphone. You should be able to see this in your computer's sound settings as well. If your computer is not detecting any audio from your microphone, you may need to use a different microphone.

• When testing, try to be aware of where your mic is.  If you are covering it with your hand, your audio may be muffled or we may not detect any audio at all.
  
  
• If you have multiple audio inputs, unplug all audio inputs other than the microphone you intend to use.
  
  
• Uninstall and reinstall our recorder. If you’re still experiencing issues passing our audio test, something may be corrupted in the recorder installation. Simply uninstall and reinstall the recorder and try again.
  
  • Click here for instructions on how to uninstall and reinstall the UserTesting Browser Recorder.

If you’ve been told that your audio was TOO LOW on your test:

• Make sure you’re not covering your microphone while taking your test. This can cause audio that sounds muffled or distant, which makes it difficult to hear you.
  
  
• Check the input volume of your microphone.
• Mac: Go to System Preferences > Sound > Input, then drag the input volume slider to the right to increase the volume your computer will detect from your microphone.

• Windows: Go to Control Panel > Sound > Recording, select the microphone you’re using, and click Properties.

• In Properties, go to the Levels tab, and drag the Microphone Boost slider to the right.

• Make sure you speak loudly and clearly throughout your test. If you’ve tried the options above, it could be that you just need to speak more loudly and clearly during your test. If you whisper or mumble, the customer won’t be able to hear your feedback.

If you’ve been told that your audio was TOO LOUD on your test:

• Move your microphone further away from your mouth. If you are speaking with your mouth too close to your microphone, the audio could sound blown-out and be painful to listen to.
  
  
• Turn down the volume input on your microphone.
• Mac: Go to System Preferences > Sound > Input, then drag the input volume slider to the left to decrease the volume your computer will detect from your microphone. 

• Windows: Go to Control Panel > Sound > Recording, select the microphone you’re using, and click Properties.

• In Properties, go to the Levels tab, and drag the Microphone Boost slider to the left.

If you’ve been told that your audio is distorted on Windows 10:

1.  Right-click on the Sound icon on your bottom right of your screen.

2.  Click on Recording Devices.

3.  Right-click on the microphone.

4.  Click on Properties.

5.  Click on the Enhancements tab.

6.  Check the "Disable All Sound Effects" box.

7.  Click "OK".

If you don't see an Enhancements tab, then look for a "Signal Enhancements" section in the "Advanced" tab and uncheck that box.  This should fix the distortion issue.

If you have a different audio issue:

• Make sure your microphone is plugged in all the way (BEFORE you click “Accept this Test”). Static in your audio is often caused by a loose microphone connection.
  
  
• Disable any third-party application that has access to your audio settings. These can often cause distortion in your audio.
  
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