This article addresses how to troubleshoot common audio and video issues when using Orum

• As a best practice, we suggest using the Chrome browser.  Please confirm that you are using the latest version prior to attempting the steps below.

• Orum recommends the use of wired headsets if possible. Wireless or bluetooth headsets may cause poor audio quality due to connectivity issues between the device and your system.

• As a first step, please run the Pre-Call Test on the TokBox website. This will assess the performance of your hardware and network and provide helpful insight for further troubleshooting.

Microphone Troubleshooting:

Click the settings button next to orum.com in your url searchbar to ensure microphone access is enabled for Orum in your browser. Click the ">" button to test individual microphones and allow access on every visit.

Once you a dialed into a session, you can confirm your microphone is picking up your audio by looking at the microphone icon while speaking. It is rare for the Orum microphone to not pick up audio if the Chrome microphone is.

Audio Troubleshooting

1. Ensure your computer audio is turned up and not on mute. If necessary, ensure it is playing audio through your wired headset or computer speakers

2. Dial into an Orum session and click the settings button in the URL Searchbar. Ensure sound is set to On.

3. If you were already in a dialing session, please refresh your Orum tab and initiate a new one.

4. Cookies/Cache could be causing audio issues. Open Orum in an incognito window to see if audio works as intended. If it does, then go back to your Chrome browser and clear your cookies/cache.
   
   Additional Troubleshooting Steps For Mac Users:

   • From the Orum.com tab in your browser, click "log out" in the top right corner.

   • Close all browser tabs and windows.  (Please make sure browser application stops running completely)

   • From your Mac's main tool bar on the top, please use the following navigation path to pull up your computer's sound configuration:

   • "Apple Logo" (in the top left of your screen) > System Preferences > Sound

   • From the new small "Sound" window that comes up, please select the "INPUT" tab in the middle. Check to see that your headset/microphone device is listed and highlighted.

   • Open a Google Chrome Incognito Browser window and log in to Orum.  You should now be able to "dial in via browser" and use your headset/microphone device.

 Video Troubleshooting:

Click the settings button next to orum.com in your url searchbar to ensure camera access is enabled for Orum in your browser. Click the ">" button to test your camera and allow access on every visit.