Slack is a business-focused way to collaborate with audio, video, and screen share remotely. Because there are so many parts being brought together by Slack to make this happen, things can go wrong, but this guide will help you solve the vast majority of problems you may run into.
Covering the basics of possible audio problems you may be having, offering solutions to poor audio quality, and walking you through using a phone if you need to be in your meeting now, this guide covers each quickly and directly.
Before You Begin:
If you're using a headset, make sure it's plugged into your computer.
If you're using an external speakers and microphone, make sure they're plugged into your computer.
2. I Can Hear Others, but They Can't Hear Me
In most cases, if you can hear your colleagues but they can't hear you, either your microphone is muted, or not plugged in.
Check Mute
Slack provides a quick mute when you're on a call. Make sure it wasn't set by accident.
Unmuted
Make sure the microphone is white and does not have a slash through it.
Muted
The microphone button will be gray in color with a red slash through it.
Source and Destination
Your computer has many audio sources and destinations, many of which you may simply not be using, but got set as default on accident. A quick check of where Slack is listening and playing audio can solve many problems you may have.
While on a call, select the Settings gear in the top-left corner.
Make sure the proper Audio settings are selected.
Microphone
Some computers have a "Line In" and "Microphone" option for inputs, try each if you're not sure.
The small meter below the microphone will light up to indicate if Slack can hear anything, try speaking after changing the setting to see if the lights change.
Speakers
Many computers will have many different audio out devices, and each setup will be slightly different.
Click the Test button to the right to hear a test sound played on whichever speaker you have selected.
Microphone Connection
Analog
Make sure the microphone is plugged into the Pink audio port.
Digital
USB ports may have more or less power, and sometimes some USB ports don't have enough power. Try using a different USB port on your computer.
Check Headset Mute
Some headsets have a mute button. Make sure your microphone is not muted by pressing it one time.
There is usually a small light next to a mute button; if the light is on, your microphone is muted!
Check Input Volume on Computer
The volume set on your mic may be set low, it's good to check the settings to be sure it wasn't changed accidentally.
Windows
Using your right mouse button, Right click on the speaker in your System Tray, and select Open Sound settings.
Under Input, select Device properties.
Make sure Disable is not checked, and make sure the volume is at a reasonable volume.
A volume between 50 and 75 is usually appropriate.
Apple macOS
Open the Apple Menu, then select System Preferences.
Select Sound.
Select the Input tab at top, and make sure the Input volume is at a reasonable volume.
A volume between 50 and 75 is usually appropriate.
3. I Can't Hear Anybody, but They Can Hear Me
If you're seeing in text chat that you can be heard, but you can't hear anyone else, either your sound is muted, turned down too low, or the wrong source is selected in GoToMeeting.
Source and Destination
Your computer has many audio sources and destinations, many of which you may simply not be using, but got set as default on accident. A quick check of where Slack is listening and playing audio can solve many problems you may have.
While on a call, select the Settings gear in the top-left corner.
Make sure the proper Audio settings are selected.
Microphone
Some computers have a "Line In" and "Microphone" option for inputs, try each if you're not sure.
The small meter below the microphone will light up to indicate if Slack can hear anything, try speaking after changing the setting to see if the lights change.
Speakers
Many computers will have many different audio out devices, and each setup will be slightly different.
Click the Test button to the right to hear a test sound played on whichever speaker you have selected.
Check Volume in the Operating System
You can adjust the volume on your computer, and sometimes this gets set too low or muted by mistake.
Windows
Select the speaker near the clock in your System Tray, usually in the bottom-right corner of your screen. You are able to move the slider back and forth to increase and decrease the volume.
Apple macOS
Select the Speaker on the top-right of your Menu bar. You can use the slider to adjust the volume.
4. I Hear an Echo, Static or Audio Sounds Bad
If your colleagues mention your audio quality is poor, or the audio you hear sounds bad, there are a few things you can check.
Use a Headset If possible, use a headset. Because your mic will pick up whatever is playing from your speakers, including your colleagues and your voice, it can cause a feedback loop. If possible, switch to using a headset and mic, so your mic won't pick up the sounds playing.
Turn Off Other Sources of Audio on Your Computer Some audio devices don't 'mix' audio well, and can degrade the quality of everything. Turn off any videos, music, or other audio you may be listening to while on the conference.
Replug Devices
Analog Devices
Analog audio devices connect using a minijack. Both the jack and the port on the computer can end up with little bits of dust which can cause audio to crackle, have static, or drop out. The simple fix is to unplug and replug the device, this removes the dust and tends to fix the problem.
USB Devices
USB Devices aren't as susceptible to dust, but because of how modern computers work, there could be not enough power on certain USB ports to power the device. Switch to a different USB port on your computer and try again.
Close Other Programs If the audio quality is poor, it's possible your computer doesn't have enough power to encode the audio quickly enough because other programs are running in the background. Close the other programs you're not using on your computer.
Reboot Your Computer If you're unable to find any programs to close, or if there's updates waiting to apply on your computer, it's possible this, too, could cause audio problems. Rebooting your computer can solve these problems.
Dedicated Audio Troubleshooting Guide We offer a separate, dedicated guide that will help you check a number of other options with the audio on your computer that may help further.
Slack does not offer a way to run a "test meeting" or make a "test call". Instead, they offer a test page that will check the underlying technologies for you, and let you know if anything is wrong.
Enter your Slack Workspace URL, then select Continue.
If you're not sure and use the Slack Desktop Client.
Click your Company name and name on the top-left, the Workspace URL will be listed about half-way down.
Enter your Email address and Password, then select Sign in.
Wait while Slack automatically tests your connection.
If you are prompted during the test to allow access to your Microphone or Camera, select Allow.
Once complete, Slack will test your Microphone, Camera, Network, Connectivity, and Throughput, to ensure you'll have a smooth conference experience. Any problems will be shown here, as well; for example, if you do not have a webcam, you won't be able to show your video.
If you are unsure how to proceed, there is a link right on the test page to contact Slack support. There is a URL you can copy and send to support which will help them provide tailored solutions.
Further Testing
If you'd like to test your setup further, you will need to ask one of your co-workers on Slack if you can make a quick test-call with them.
After messaging your co-worker, select their portrait, then select Call.
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