Troubleshoot audio/video issues with video calls

If you are experiencing audio or video issues during a video call, like if you can't hear or see someone or you can’t make a video call, try these troubleshooting steps:

1 Check your hardware

Camera
  1. Make sure your camera is plugged in to your computer.
    • If your camera connects via USB, you may need to install software from the device's manufacturer to make it work.
  2. Check if there is a "power" or "mute" switch on the camera device, and turn on if necessary.
  3. If you have any other programs open on your computer, make sure none of them are currently using your camera.
  4. Point to the bottom of the video call window, and check the camera icon. When your camera is on, the icon will be gray with no strikethrough .
Microphone
  1. Make sure your microphone is plugged in to your computer.
    • If your microphone connects via USB, you may need to install software from the device's manufacturer to make it work.
  2. Check if there is a "power" or "mute" switch on the microphone device, and turn on if necessary.
  3. If you have any other programs open on your computer, make sure none of them are currently using your microphone.
  4. Point to the bottom of the video call window, and check the microphone icon. When your microphone is on, the icon will be gray with no strikethrough .
Speakers
  1. Make sure your speakers are plugged in to your computer.
    • If your speakers connect via USB, you may need to install software from the device's manufacturer to make them work.
  2. Check if there is a "power" or "mute" switch on the speakers, and turn on if necessary.
  3. Turn up the volume on your computer to make sure it's not muted.

2 Check your Hangouts settings

At the top right of your video call window, click the settings icon .

Camera

The camera settings section is marked with the camera icon .

  • Make sure the correct device is selected from the dropdown menu.
  • If your camera is working, you’ll see your video feed on the left side of the Settings window.
Microphone

The microphone settings section is marked with the microphone icon .

  • Make sure the correct device is selected from the dropdown menu.
  • To test your microphone, speak out loud and ask if the other person can hear you.
Speakers

The speakers settings section is marked with the speaker icon .

  • Make sure the correct device is selected from the dropdown menu.
  • To test your speakers, click Play test sound.

3 Restart

  • Exit and rejoin the video call.
  • Restart your computer.

4 Ask the other person to troubleshoot

  • If you’re unable to see the other person’s video or hear their audio, ask them to go through these troubleshooting steps too.

If the issue still continues, visit the Hangouts forum to get help from knowledgeable people who use Hangouts.

Report issues or send feedback about Hangouts

You can read Help articles to understand how to better use Hangouts video calls. You can also send feedback about Hangouts video calls to Google. This can include any comments, suggestions, or technical issues.

  1. At the top right of your video call window, click Options Options.
  2. Click Feedback.
  3. On the left, choose whether you want to include a screenshot. This information helps us solve any technical problems. You can highlight or black out any areas of the photo.
  4. On the right, write your comment or describe your problem. Be as specific as you can.
  5. Click Send.

Megan is a Hangouts expert and the author of this help page. Help her improve this article by leaving feedback below.

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