Troubleshooting: Audio

|Help Directory Contents|

| DirectX | DirectX Tests | Hardware Accelerator | Sound Mixing | Update Drivers |

iConference CL Windows products use Microsoft's DirectX multimedia utility. iC-Connect Java uses AU technology. You may need to configure your computer for iConference CL compatibility, regardless of the audio you may have experienced with other products.

I can't hear anyone.

If you are using the iC-Connect Java client, please go to FAQ - iC-Connect Java . The information below is for the iConference CL Windows products.

If you can't hear anyone, try these things:

If you haven't restarted your computer after installing iConference CL, close and re-start iConference CL now. If that doesn't work, re-start your computer and try again.

DirectX

Make sure your version of DirectX is at least DirectX 8.1b. DirectX 9.0 also works.

Windows version Comments
98 or 98SE Check your version of DirectX and upgrade if necessary.
ME, 2000, XP Check your version of DirectX and upgrade if necessary.


To check DirectX:
  1. Close any running applications (recommended but optional).
  2. Click your Windows Start button.
  3. Select Run.
  4. In the Open (or Command) box, type: dxdiag.exe



  5. Look for the revision number.



  6. Upgrade to DirectX 9.0.

    To upgrade, go to http://www.microsoft.com/windows/directx/downloads/default.asp.


Run the DirectX Sound tests.
  1. Close any running applications (recommended but optional).
  2. Click your Windows Start button.
  3. Select Run.
  4. In the Open (or Command) box, type: dxdiag.exe



  5. Select the Sound tab.
  6. Click Test DirectSound and follow the instructions.



If there are any problems identified during those tests, correct them.

Hardware Accelerator

Set hardware accelerator to one notch above None.
  1. Click your Windows Start button.
  2. Open Control Panel.
  3. Windows XP: open the Sounds folder.
    Windows 98: open the Sounds and Multimedia folder.
  4. Select the Audio tab.
  5. In Sound Playback, click the Advanced button.
  6. Select the Performance tab. Move the Hardware accelerator slider down to the first mark to the right of None.
    Click Apply.


Update the drivers for your sound card

Often, updated drivers for your sound card can be found through Microsoft Windows Update, at windowsupdate.microsoft.com. Look specifically for updates for drivers.


Audio Quality

If you are using the iC- Connect Java client, please go to FAQ - iC-Connect  Java. The information below is for the iConference CL Windows products.

Voice-over-IP audio quality depends on many things, including the quality of your Internet connection. Audio quality for one user may be better than for another. These are some adjustments you can make:

  • Losing parts of words or phrases

    If you lose parts of words or phrases, adjust the Pre-Buffer setting:

    1. Right-click the iConference CL microphone icon.

    2. In the VoIP Settings window, increase the Pre-Buffer option as much as necessary to resolve the problem. For example, if Pre-Buffer is set to 2.5, raise it to 6.0 and try again. If Pre-Buffer is at 6.0, try 9.9. The goal is to have the lowest setting that provides satisfactory sound.

      This setting controls how many sound packets are stored before they are played.


  • Echoing

    If you experience echoing during your session, check your Windows Volume Control to ensure that Microphone is set to Mute. To do this:

    1. Right-click the Windows Volume Control (small speaker) icon in your Windows taskbar (system tray).

    2. Select "Open Volume Controls" from the icon menu.

    3. If the microphone is not displayed in Volume Controls panel, select "Properties" from the Volume Controls "Options Menu". Under "Show volume controls", check the box next to Microphone.

    4. In "Volume Controls", under "Microphone", check "Mute".


  • Hum

    If you experience a hum or other problems with sound quality during a session, turn off the Microphone Boost option. To do this through iConference CL:

    1. Right-click the Voice button (microphone).

    2. Under "Recording Properties", check the box next to Mic Boost.

    To do this through Windows:

    1. Right-click the Windows Volume Control icon in your Windows system tray (lower right corner).

    2. Select "Open Volume Controls" from the icon menu.

    3. From the Options menu, select "Advanced Controls".

    4. If the microphone is not displayed in Volume Controls panel, select "Properties" from the Volume Controls "Options Menu". Under "Show volume controls", check the box next to Microphone.

    5. In Volume Controls, under Microphone, click the Advanced button.
    6. In Advanced Controls for Mic, uncheck the Microphone Boost (this may appear as 20dB boost).


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