Online Dashboard
If you're experiencing audio issues with ServiceM8 Phone when making/receiving calls through the Online Dashboard (i.e. on your desktop Mac or PC), please read the following troubleshooting tips for common issues.
I can't hear audio through my headset
- Check the headset is turned on.
- Check the headset is correctly connected to your computer.
- Check the ServiceM8 Phone audio output is set to your headset. Open the ServiceM8 Phone Chrome Extension settings in your Chrome toolbar (Click the jigsaw icon in the top-right > the three dots next to ServiceM8 Phone > Options, and set the Speakers drop-down to your headset).
The phone isn't ringing through my computer speakers
- Check your computer's default speakers. In your computer's audio settings, check that your built-in/external speakers are set as the default speakers (not your headset).
The phone's ringer is not loud enough
- Check & adjust the volume of your speakers in your computer's speaker/volume settings.
The microphone isn't working at all
- Check the ServiceM8 Phone microphone input is set to your headset. Open the ServiceM8 Phone Chrome Extension settings in your Chrome toolbar (Click the jigsaw icon in the top-right > the three dots next to ServiceM8 Phone > Options, and set the Microphone drop-down to your headset).
- Check if your headset has a physical 'Mute' button which could be on.
- Open your computer's microphone settings and test there to see if any sound is being detected through your microphone.
Callers are having trouble hearing me
- Open your computer's microphone settings and increase the microphone's sensitivity.
Callers are saying my audio is scratchy
- Try a different headset — lower quality/cheaper headsets can have this problem.
Call quality is poor and/or breaks up
Confirm if there are any bandwidth warnings present when poor call quality is experienced. Low bandwidth/poor internet connection is the main cause of lower quality calls.
Try a different headset to rule the audio/microphone hardware out. Trying a corded type of headset can also help rule out transmission interference.
If you have Zoom or other video conferencing software installed, try quitting these applications to see if the issue is still present, as this type of software can cause audio quality issues.
Run this diagnostic tool on the computer experiencing the issue.
iOS App
If you're experiencing audio issues when making/receiving calls through the with the ServiceM8 Phone iOS app, please try the following troubleshooting tips.
Run a Network Test
If you're experiencing call audio or connection issues, try running a Network Test to assess the quality of your device's connection. To do so, in the ServiceM8 Phone app, dial 888 then initiate the call.
- If you're connected to a WiFi network, run the test twice i.e. once with WiFi connected, and once with WiFi disconnected (so you're only using your mobile/cell data), and compare the results.
- A low Call Quality rating could be an indicator of an issue related to a dual SIM setup (see 'Dual SIM Issues' below), an issue with your mobile/cell network and service provider, or an issue with the device itself.
- If you have a high Call Quality rating and you're still experiencing call audio or connection issues, please contact ServiceM8 Support at support@servicem8.com
Dual SIM Issues
If you’re using dual SIMs on your device, this can cause VoIP call quality issues.
To see if your dual SIM setup could be causing call quality issues, run a Network Test (above), then temporarily disable your secondary SIM and run the Network Test again, and compare the results.