Speaker and Microphone Problems in 8x8 Work for Desktop

Speaker and Microphone Problems in 8x8 Work for Desktop

Symptom

You are experiencing audio problems when using 8x8 Work for Desktop for communicating and listening to voicemails and recordings.

Applies To

  • 8x8 Work for Desktop

Resolution

Check Microphone and Speaker Settings

If an external microphone or headset, please unplug it from your device and then plug it back in.

Windows

Check which microphone and speakers are set to Default Device and Default Communications Device in Windows.

  1. Navigate to the Windows Control Panel.
  2. Click Hardware and Sound > Manage audio devices > Playback and Recording tabs.
  3. Under the Playback and Record tabs, ensure your desired device is appearing and is selected.
    • Note: If your device is not appearing here, check to see if it's plugged in and turned on. If it does not appear here, consult your local IT person as the device may be faulty.

A screenshot of a computer AI-generated content may be incorrect.

​
Mac OS

  1. From the Apple menu, choose System Preferences.
  2. Select Sound.
  3. Click the Output or Input tab. Ensure your desired device is appearing and is selected.
    • Note: If your device is not appearing here, check to see if it's plugged in and turned on. If it does not appear here, consult your local IT person as the device may be faulty.

A screenshot of a computer AI-generated content may be incorrect.

​
Select the Correct Device on 8x8 Work for Desktop (Windows & Mac)

If the 8x8 Work for Desktop speaker or microphone is using the wrong device for phone calls. Note: This does not refer to voicemail or recording playback, which will always use the Windows Default Device. For problems hearing playback, check the device itself and make sure it is set to play back properly.

To access audio and video settings from the app:

  1. Go to Settings (Gear).
  2. Click Audio & Video.
  3. Select your desired media devices for audio and video.

You can view the sensitivity of your microphone, as well as test your microphone and speaker audio quality via the 8x8 audio testing service.

A screenshot of a phone AI-generated content may be incorrect.

To set ring source for incoming calls:

  1. In the More tab, go to Settings.
  2. Click Audio & Video.
  3. Plug in or pair your headset or secondary speakers.

Under Incoming Call, you can select your secondary ring source, and set the ringtone and ring volume. Your computer remains as your primary ring source. Note: If you continue to experience audio issues after following the above steps to check that the correct audio device has been selected by both your machine and 8x8 Work for Desktop, consult your local IT department for assistance, as the cause is likely local to the machine or device itself.

Cause

Windows

  • For phone calls, it is likely the correct Default Communications Device is not being used.
  • For playing voicemails and recordings, it is likely the Windows playback Default Device is not properly configured in some way.

macOS

  • For audio out (speaker), it is likely the correct sound output device has not been selected within macOS System Preferences.
  • For audio in (mic), it is likely that the 8x8 Work for Desktop device and sound level are not properly configured.

    • Related Articles

    • Microphone or Video Not Working in 8x8 Work for Desktop After Update

      Symptom The microphone, video, or both are no longer working and cannot be selected in settings after updating 8x8 Work for Desktop. Applies To 8x8 Work for Desktop Resolution The solution below is for Kaspersky antivirus. Other antivirus software ...

    • Download 8x8 Work for Desktop

      System Requirements Operating System Windows 10 and newer MacOS 11 Big Sur and newer MacOS 10.15 Catalina is no longer supported starting with 8.20 Hardware Requirements 1.6 gigahertz (GHz) or faster 64-bit (x64) processor; 32-bit (x86) not ...

    • Azure (Entra) Integration with 8x8 Work for Desktop and Web

      Overview 8x8 Work for Desktop and Web is integrated with Azure (Entra) VDI to improve the quality of your audio calls. This is an optimization focused on telephony users working within an Azure Virtual Desktop environment. Applies To 8x8 Work for Web ...

    • Citrix VDI Integration with 8x8 Work for Desktop & Web

      Overview 8x8 Work for Desktop is integrated with Citrix to improve the quality of your audio calls. Currently, this is an optimization focused on telephony users who have a Citrix Virtual Desktop environment on their machines. Applies To 8x8 Work for ...

    • X Series Upgrade FAQ

      Overview If you've been contacted about a pending or recently completed system upgrade to 8x8 X Series, congratulations! X Series and Admin Console bring you a new, easier, and more intuitive way to manage your users and services. Check out the ...