Webex – Troubleshooting Audio/Headset Issues (PC)

Occasionally you may experience issues with audio on Webex, or have issues getting your chosen headset or microphone to connect. On PC/laptop this is usually quite easy to solve, and normally comes down to either settings on your machine itself, or within the Webex app.

This troubleshooting guide is split in to two parts, but we’d recommend following both sections to be sure you’ve checked off most common issues.

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Settings within Windows

The first place to check if you’re experiencing issues with audio when using Webex is your Windows settings.

This guide is written for Windows 11, but should be similar if using an earlier version.

1. Click on the Windows icon, click ‘All Apps’, and find ‘Settings’.
2. Click on ‘System’ on the left hand side, then the ‘Sound’ section.
3. You now have a couple of areas to check. First, make sure that under the ‘Output’ section your headset or bluetooth device (AirPods etc) are selected, not for instance the default laptop speakers, which will usually show as Realtek Audio. Repeat this in the ‘Input’ section, again checking that your chosen device is selected.
4. If your device isn’t showing up as an input/output device check it is connected properly. If it is a Bluetooth device you can pair it/connect to it in the ‘Bluetooth & Devices’ section of the ‘Settings’ menu.

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Settings within Webex

Now that we’ve checked settings within Windows for audio devices, we can now check the settings within Webex for any further issues.

1. Within Webex click on your profile picture/initials icon, then select ‘Settings’ and click on the ‘Audio’ section in the left hand side menu.
2. These settings will normally pick-up the same input/output devices we checked in the Windows settings section earlier, but double check that under ‘Speakers and Microphone’ the correct device is selected. If not, change it to the correct device and press ‘Save’. If your device isn’t showing here, it’s not connected properly to your machine, and you need to revisit the Windows settings section earlier.
3. Once you’re happy the correct devices are showing in Webex, you can press the ‘Test’ buttons next to the dropdowns to check the microphone and speakers are working correctly. If they’re showing up correctly here, but not playing audio/picking up speech, then double check the device isn’t muted and that the volume is turned up.
4. There are also Webex specific volume sliders under the ‘Speakers and Microphone’ dropdowns, so make sure those are set correctly.

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If you’re still having issues with audio or headset issues after the above steps, please contact the Bluecube Support team by raising a ticket through our website below, emailing support@bluecubecloud.com, or contacting us on 0330 002 1220.