Troubleshooting headset issues

Close cannot access microphone

Common reasons for this include:

  • Another application or browser tab is using your microphone already. Check for other browser tabs (Google Hangout, Skype Web, appear.in, etc.) that could be using your microphone.
  • Your anti-virus software is protecting an audio stream coming from sound recording devices. (If you are a Kaspersky customer, please check out this link.)
  • Your microphone is disconnected and your computer has no built-in microphone.
  • You are using Windows 10 and your internal microphone is not working after the upgrade. Try some of these suggestions.

Headset not appearing in Phone Settings popover

Headsets being used for the first time may need device drivers to be installed before they will appear in Close. Search your headset manufacturer's website for the latest drivers.

Cannot adjust volume in Phone Settings popover

On some Windows computers, you may have to verify and adjust the volume from within your system settings.

Verifying and adjusting your microphone volume on Windows Vista or Windows 7

  • Click Start, type mmsys.cpl in the start search box and then press Enter.
  • In the Sound dialog box, click the Recording tab.
  • To verify the audio input volume, speak into the microphone and verify the volume level on the right side for the corresponding microphone. When talking, the volume should not exceed 80% of the scale.
  • To change the audio input volume, select the microphone, then click the Properties button. In the Microphone Properties dialog box, click the Levels tab. Adjust the volume slider to the level that you want.
    • Note: Some microphones also have a Microphone Boost setting on the Custom tab of this window. Uncheck this setting if necessary (if checked, the microphone is more sensitive, i.e. louder). When done adjusting, click OK.
  • If the volume is appropriate, click OK to close the Sound dialog box, otherwise repeat step 4.

Adjusting your microphone volume on Windows XP

  • Click Start, select Run, type mmsys.cpl in the Run input box and then press Enter.
  • In the Sound and Audio Devices Properties window, select the Audio tab.
  • In the Sound recording section, click the Volume... button to adjust the microphone volume.
    • Note: Some microphones also have a Microphone Boost setting on the Advanced tab. Uncheck this setting if necessary (if checked, the microphone is more sensitive, i.e. louder).
  • Windows XP settings don't provide a way to verify the current microphone volume. We recommend making a test call in Close until the audio settings are right.

Troubleshooting headset issues


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