This article will help you troubleshoot audio issues with Quil. Quil can behave differently between computer systems with regard to audio quality. This is typically due to differences in hardware, software, operating system or network environment.
Manage Audio
To help troubleshoot your audio please first verify you speaker and microphone devices. To do this, please see How to Manage Your Audio Devices
Please note that audio devices do not sync between the web application and the chrome extension automatically. Audio preferences may need to be set for each application..
Ensure Correct Audio Devices are Selected
For information on managing audio device please see How to Manage Your Audio Devices
Restart Browser
For Windows devices it is best to right click your browser inside of the task bar and select "Close all windows"
For MacOS devices is best to right click / Control + Click your browser inside of the app bar and select "Quit"
Restart Computer
Before restarting your computer, make sure all work has been saved.
For Windows devices use the Ctrl-Alt-Del key combination to open the command page. Here you will have an option to restart the computer.
For MacOS devices navigate to the Apple menu and select Restart. You will be prompted to confirm, select "Restart".
Logout / Login to Quil
From the Quil web app click on your name located on the top right corner and select "Logout". Quil will redirect you to the login page, where you can login using your email and password.
For the Quil Chrome Extension, click on the gear icon to navigate to the extension setting and select "Logout". You will be redirected to the extension login page, where you can login using your email and password.
Ensure bluetooth headsets are only paired to Quil
Bluetooth headsets work best when paired to a single device. Please ensure the device running Quil is the only one connected to the headset. Disabling bluetooth on your other devices ensures that the connection to Quil is the best quality.
Reinstall the Chrome Browser Extension
Issues with the Quil browser extension can occasionally be resolved by reinstalling the extension. To remove the browser extension you can right click the extension and select "Remove from Chrome". After confirming, the Quil browser extension will be removed.
For information on how to install the Quil Chrome extension please see How to Setup the Quil Browser Extension
Run the Twilio Network Tester
Our VOIP provider, Twilio provides a handy tool for troubleshooting more complex network or device issues. Running the Twilio Network Test tool in your browser will help identify any potential microphone or speaker issues. https://networktest.twilio.com/
Windows
- Do audio test through the windows settings
- Disable "audio enhancements"
MacOS
Computer can recognize audio devices
Open the MacOS System Settings and navigate to "Sound". Here you will be shown a list of devices that your computer has recognized as audio devices. Please confirm that your expected device is shown in either the "Output" or "Input" section of this page.
If your device is not listed under "Output" or "Input", then your computer may not be connection correctly or it does not recognize it as an audio device. To learn more about MacOS audio devices please see Change Sound settings on Mac