Fix sound or video issues

Important: Google no longer provides software updates for these third-party Smart Displays: 

• Lenovo Smart Display 7", 8" and 10"
• JBL Link View
• LG Xboom AI ThinQ WK9 Smart Display

This could impact the quality of video calls and meetings. Learn more about devices that work with Duo.

If you can't connect to Duo, the app might have an issue with its sound, video or connection. 

Check your Internet connection

Make sure that your computer is connected to the Internet.

Check your video and audio permissions on the web

If you’re connected to the Internet, and you’re still having video and audio issues, check your sound and video settings.

1. On your computer, go to duo.google.com.
2. In the top right-hand corner, click Settings   Sources.
3. Use the drop-down menus to select the correct audio and video sources.
4. (Optional): To test your speakers or headphones, click Play test sound.
5. Once you’ve selected the correct camera and mic, click Done.

Note: If you use Duo for web on a Mac with Chrome or Firefox, you might need to give microphone and video permission in your computer's system preferences. 

Restart the app

If you have an Internet connection but you still can't get Duo to work, restart the app:

1. At the bottom right, select the time. 
2. Open Settings .
3. Under 'Google Play Store', select Google Play Store. 
4. Select Manage Android preferences. 
5. Select Apps. From the list of apps, select Duo. 
6. Choose Force stop. 
7. Reopen Duo. 

Note: If you’re using Duo for web, restart your device and then try again. 

Restart your device

If nothing else works, restart your device and try again. 

Fix video or sound issues on a call 

If you're on a call and you experience video or audio issues, you should:

1. Make sure that the device's camera and microphone are not physically blocked.
2. Check that the camera and microphone are facing the right way.
3. Check your mobile or Wi-Fi connection. The Wi-Fi or mobile data icon should have at least 1 bar. If you can't see 1 bar, move somewhere with a better connection.
4. Restart the app and then try again.
5. Restart your device and then try again.
6. Check your device's battery strength. If your battery is low, charge your device.

Need more help?

Visit the Duo Help Forum to ask questions and find tips on how to solve your audio or video issue.