I cannot hear my remote contact

StepsPossible cause
Resolution
1Your dedicated smartphone may be responsible for the audio problem.

If you are not using the earphones, you may increase the volume using the Up and Down buttons located on the side of your phone.

If the problem persists, move on to the next step.
2Ask your remote contact to confirm whether their microphone is enabled.

Check that the remote contact is close enough to the microphone.  With Windows, right-clicking on the Loudspeaker icon in the bottom right of the screen opens a menu.  In this menu, click "Recording device"  The window should show a microphone as present and enabled on your remote contact's computer.  

Note:  
If you use a hands-free kit, disconnect it before performing your tests on the dedicated smartphone side.  
On the remote contact side, check whether your contact uses headphones with a built-in microphone.

If so, perform your tests without it.
3    You can check that your loudspeakers operate correctly by recording a video in standalone mode and playing it back on your dedicated smartphone.  

If the result is OK on your side, ask your contact to do the same thing, using an application such as VLC available here.
Sometimes, restarting your devices may solve the problem.

If this final check does not fix the problem, contact AMA Customer Support.  

This topic explains the appropriate procedure.


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