Issue / Error
Users may experience softphone or audio problems in Webex, including:
- Users can hear callers, but callers cannot hear them
- Incorrect microphone or headset is selected
- Audio cutting in and out
Cause
Webex defaults to the system’s active audio device, which may not always be the correct one. USB headsets and docking stations can also reset default devices after updates or reconnects, leading to audio failures.
Solution
Audio Troubleshooting Steps
- Open Settings → Audio and confirm that the correct microphone and speaker are selected.
- Use Webex’s Test features to check each device.
- If using a USB headset:
- Unplug and replug the headset to allow Windows to refresh the device driver.
- Turn off Use System Settings and manually select the correct audio device.
Real-Life Example
A staff member’s microphone stopped working every Monday. Their docking station was resetting the default audio device after weekend updates. Manually selecting the correct device in Webex fixed the issue.
Environment
- Webex App
- Windows audio devices
- USB headsets and docking stations