Troubleshooting audio/video issues (Windows)

If you're experiencing issues with audio, video, microphone, or camera when attending or hosting an event on a Windows desktop device, follow these steps to resolve the problem.

Troubleshooting audio issues

Check browser mute settings: Ensure the browser tab where the event is open is not muted. Right-click the tab and select Unmute Site if necessary.

Check speaker volume and output: Ensure your speakers are not muted, and the volume is turned up. Right-click the Speaker icon on the taskbar and select Open Volume Mixer to adjust volume levels and ensure the correct output device is selected.

Run the Windows Audio Troubleshooter: It might be able to fix audio problems automatically.

Update audio drivers: Hardware problems can be caused by outdated or malfunctioning drivers. Make sure your audio driver is up to date and update it if needed.

Turn off audio enhancements: Sometimes having audio enhancements on can result in audio issues. Disabling them may resolve your issue. 

Try different audio formats: Lower the audio format bitrate and frequency settings in your speakers' advanced properties

For detailed steps, follow the guide Fix sound or audio problems in Windows on the Microsoft Help Center.

Troubleshooting video issues

Check internet connection: Poor video playback is often due to a weak internet connection. Use a strong WiFi connection or, preferably, connect via ethernet. The recommended internet speed is 30+Mbps upload and download.

Connectivity settings: Issues may also arise from blocked TCP/UDP ports, especially if you're on a corporate network or behind a firewall. To learn more, refer to our guide on Network connectivity settings.

Third-party extensions: Third-party extensions can block some RingCentral Events interface elements. Open the event in Incognito mode (Ctrl + Shift + N on Chrome) or a Private tab (Ctrl + Shift + P on Firefox) to bypass potential extension issues.

Troubleshooting microphone and camera issues

Close other programs: Ensure that other programs that might use the microphone or camera, like Zoom or Microsoft Teams, are closed.

Check privacy settings: To use your microphone and camera with apps on Windows, you'll need to turn on app permissions in privacy settings.

• Camera: Go to Start > Settings > Privacy & Security > Camera. Make sure Camera access is turned on. For detailed steps, refer to the Microsoft Help Center. 
• Microphone: Go to Start > Settings > Privacy & Security > Microphone. Make sure Microphone access is turned on. For detailed steps, refer to the Microsoft Help Center.

Check sound settings: Make sure others can hear you and troubleshoot the microphone volume. For detailed steps, follow the guide Fix microphone problems on the Microsoft Help Center.

Check your antivirus software and hardware drivers: When your camera isn't working in Windows 11, it might be missing drivers after a recent update. It's also possible that your antivirus program is blocking the camera. For detailed steps, follow the guide Camera doesn't work in Windows on the Microsoft Help Center.

Allow browser permissions: When joining a screen, RingCentral Events needs access to your device’s camera and microphone. You should be automatically prompted to grant these permissions. Follow the instructions below to enable browser permissions manually if needed.

• To enable browser permissions manually in Chrome:

  1. To the left of the event URL, click View site information .
  2. Toggle Camera and Microphone on.
     
  Tip: Alternatively, enter the following URL in Chrome: chrome://settings/content/siteDetails?site=https%3A%2F%2Fapp.events.ringcentral.com%2F. Under Permissions, ensure the Camera and Microphone are set to Allow.
  

• To enable browser permissions manually in Firefox:

  1. To the left of the event URL, click the Camera icon (if available).
  2. Optionally, select Remember this decision to save your preferences for future sessions.
  3. Click Allow.
     

  Alternatively:

  1. Click the Padlock icon and go to Connection secure.
     
     
     
  2. Click More Information.
     
     
     
  3. In the new window, go to the Permissions tab. Under Use the camera and Use the microphone, clear the Use Default check box and select Allow.