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Voice Distortion

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8 comments

  • Ruth

    Hi Tom,

    We have a few suggestions for you if your clients can hear an echo, or some sort of reverb effect in the audio during Telehealth sessions. Typically, if your clients are hearing it, but your audio quality of them is fine, then the issue is coming from your end.

    Follow these steps to eliminate an echo: 
    • If you're using external speakers, place the speakers as far away as possible from the laptop mic, and lower the volume to a comfortable level.
    • If you're using an external microphone, move the microphone about a foot away from the speakers. You can also reduce the microphone level to 50 percent or less, and reduce or turn off the microphone boost option.
    • Some computers have an echo cancellation feature, but it could be require a high CPU load. Closing other programs on your computer can help enable that feature.
    • Using a headset or headphones instead of speakers can stop the echo issue. 

    All of the information above and more is captured in our Telehealth FAQs. I'd also recommend checking out our Resolving audio issues section in the Troubleshooting Telehealth Appointments guide. 

    For general help, refer to this guide: Getting started with Telehealth. Lastly, you can send your clients our Telehealth FAQs for clients

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  • Gerald Bernardi

    I've followed all of the steps in the troubleshooting guide, but I'm still experiencing terrible sound distortion on my end.  Video is fine and my patients can hear me fine.

     

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  • Brandy K. Poirier

    I've been having problems with this all week, too.

    Crazymaking!

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  • Ruth

    Hi Gerald and Brandy, are you using Safari as your browser? If so, Apple's reported an issue with the latest Safari browser and several video hosting platforms, including Telehealth. I'd recommend using Chrome, or Firefox instead. If you're experiencing these issues on a Chrome, or Firefox browser, please reach out to our Technical Team for further investigation by submitting a Help Request

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  • Patricia Riggs

    I am also having the same trouble for 2 weeks now, since the latest upgrade to MacBook Air from Catalina to Big Sur. I will try using a different browser and let you know!

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  • Ruth

    Great! Let me know how it goes, Patricia. 

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  • Patricia Riggs

    On Firefox there was no voice distortion but my client who was on Safari said she experienced it. It dissipates after a few minutes but I found that bothersome. I’ll just use Firefox until safari improves.

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  • Ruth

    Thanks for the feedback, Patricia! I'd recommend both you and your clients refrain from using Safari until their new update.

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