Fix issues with sound or video

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

Here are a few things you can try to fix the problem:

Make sure you're connected to the Internet

Connect to Wi-Fi

If you're within range of a Wi-Fi network, try joining the network.

Check your mobile data connection

If you can't connect to Wi-Fi, make sure your phone has mobile data turned on and you have a strong signal.

To check that mobile data is turned on:

  1. On your Android device, open the Settings app Settings and then Data usage.
  2. Turn on Mobile data
Restart the app

If you have an Internet connection but you still can't get Duo to work, try restarting the app.

  1. On your Android device, open the Settings app Settings and then Apps and then Duo and then Force stop.
  2. Open Duo again.
Restart your device

If nothing else works, try restarting your device.

Fix video or sound issues during a call 

If the video or audio isn't working during a call, you and the person you're talking with should check the following:

  1. Make sure nothing is blocking the device's camera or microphone.
  2. Check that the camera and microphone are facing the right way.
  3. Check your cellular or Wi-Fi connection. Your Wi-Fi or mobile data icon should have at least 1 bar. If you don't see 1 bar, move to where you have a better connection.
  4. Check your device's battery strength. If your battery is low, charge your device.
  5. Restart the app and try again.
  6. Restart your device and try again.

Need more help?

If none of the above solve the issue, you can ask questions in the Duo Help Forum.

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