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Fix sound or video call problems

If you can't connect to Duo, the app or connection may be having issues, like sound or video problems.

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 iPhone or iPad, open the Settings app Settings and then Cellular.
  2. Switch "Cellular Data" on.
Restart the app

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

  1. Double-tap the Home button on your device.
  2. Swipe up on Duo.
  3. Open Duo again.
Restart your device

If nothing else works, try restarting your device.

Video or sound issues during call

If the video or audio isn't working right 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. If your connection is weak, video or sound might not work correctly.
  4. Restart the app and try again.
  5. Restart your phone and try again.

Low battery or poor signal

If you have low battery on your device or a poor cell or Wi-Fi signal, Duo may lower the quality of the call or turn video off.

To improve your quality:

  • Low battery: Charge your device.
  • Poor signal: Connect to a Wi-Fi network or try the call again when you have a stronger signal.

Need more help?

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

Caroline author photo

Caroline is a Google Duo expert and author of this help page. Help her improve this article by leaving feedback below.

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