Experiencing "one-way audio" issues while using VoIP calling

Are you having trouble hearing the person on the other end of the call or vice versa? If you are experiencing "one-way audio" call quality issues in Sideline, please view the steps below in order to troubleshoot your issue. 

Issue Symptom

• You are unable to hear the person they called or the person you called is unable to hear you (this is called "one-way audio"  

Condition

• VoIP Calling is enabled in Sideline

Cause and Resolution

Below are some reasons why there may be one-way audio issues for calls while using VoIP calling. Please determine which person is experiencing the audio issue and follow the appropriate troubleshooting steps.

If you are unable to hear the person on the other line: 

1. Check the network you're connected to: sometimes there are firewalls in place preventing voice traffic
2. Check the volume on your phone: might be too low/muted
3. Check what’s “plugged in”:
   • Incompatible Bluetooth
   • The device requires earbuds (older iPods for iPhones) 
     • Try plugging in earbuds (if you aren't currently using) to see if voice flows correctly
     • Note: If another open app is playing a sound (notifications, music streaming service, etc.), those apps could pause our voice traffic which will disrupt audio 

If the person you are speaking to on the other line is unable to hear you:

1. Check Sideline microphone permissions: Enable microphone permission (if disabled)
2. Check what’s “plugged in”:
   
   • If switching to Bluetooth when in a call: the audio may not work
   • The device may only allow one person to use the microphone at once

If you are experiencing dropped calls while using VoIP calling in Sideline, please visit our help site article: Dropped calls while using VoIP calling for more information.

If you have further audio issues after completing the steps above, please submit a request.