Omni SRW - Audio Issues
Special note: These steps must be done outside SRW. If you are logged into SRW, log off, and go to your personal desktop.
Audio/Headset issues can happen for a variety for reasons. Two of the biggest reasons for audio issues is internet speed and not disabling unused devices.
Step 1: Try plugging your headset into a different USB port.
Step 2: Go to speedtest.net and click Go. If you need to open a ticket, please send a screenshot of your internet speeds.
The speedtest below is way above our minimum requirements but is ideal for working from home. If your speeds are much lower than you are expecting, you can restart your router (unplug for 30 seconds, then plug back in). If your still not getting the speeds you are expecting, reach out to your internet service provider.
Step 3: Even if your internet speeds arent the greatest, you can disable unused devices to improve call quality/unexpected issues. Before logging into SRW, make sure your USB headset is plugged in.
Step 4: In the Search Bar, start typing sound settings. Then click on Sound Settings.
Step 5: Scroll down until you see More sound settings. Click on it.
Step 6: Disable devices other than your USB Headsphones, by right clicking on what you dont need, and disabling it. Dont worry, you can turn it on again later.
Step 7: Click Apply and Ok as needed. Now you can log into SRW.
Step 8: Log into SRW and click on the Audio icon at the top left corner of your screen.
This will take you to the following window:
Step 9: Click the Playback and Recording tab to ensure that your USB headset has defaulted. Disable all other devices.
Step 10: Click the Recording tab, and speak into your mic to test. If the bar you see goes up, the sound is being detected from your Mic. If not, please unplug the USB from its current port and test the sound after plugging it into another port. Login and try taking some calls.
Step 11: If you are still having audio issues, please open a ticket with DESD (or reply to your current ticket) and send them the following:
Screenshot 1: Computer Specs (Device and Windows)
Start Menu > Settings > System > About > Take a screenshot
Screenshot 2: Internet Speed
After the test is complete > Take a screenshot
Screenshot 3: Headset
Send the make a model of your headset or take a picture of your full headset including the cords. Be sure you are not using audio jack or bluetooth.
Attach all screenshots and send.
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