Troubleshooting Audio Issues on Upscale

Let's understand how you can troubleshoot call audio issues while making calls on Upscale.

Written by Upscale

Updated 1 year ago

Before contacting Upscale Support, if you follow the before steps, it'll help determine the primary cause of the audio issue. You can provide this information when submitting a support request if applicable.

Try recreating the issue with known devices and internet connection (if applicable).
Upscale doesn't support VPN configurations.
We advise you to complete, save, log and add all the information before starting the troubleshooting process. System restarts and browser updates are required.
Disconnect any audio devices such as headsets and external speakers
Please confirm if you have completed, saved, or logged all the important information.
Determine if this is consistent or a one-time issue.

Steps for Troubleshooting Call Audio Issues:

Step 1: Identify the issue

If the issue is...	Then...
1-way, no, or robotic/choppy audio	Access Incognito Mode & Move to Step 2.
Echo or static	Move to Step 2.
The call won't connect/call dropped	Move to Step 2.

Step 2: Is the issue resolved?

If the issue is...	Then...
Resolved	Proceed to Step 4. Clear browser cache. Update browser if applicable.
Note Resolved.	Close non-essential apps and tabs if applicable. Move to Step 3.

Note: Streaming services and other resource-heavy apps can cause performance issues.

Step 3: Test audio and check if the issue is resolved.

If the issue is...	Then...
Resolved	The issue is related to browser configuration. Contact the network or system administrator for more assistance Needs no further action.
Not Resolved	Move to Step 4.

Step 4: Understand how your audio settings

If the audio is through...	Then...
Headset	Disconnect the device & move to Step 5.
External Speakers	Disconnect the device & move to Step 5.
Integrated (computer) Speakers	Move to step 6.

Step 5: Test audio and check if the issue is resolved

If the issue is...	Then...
Resolved	Issue related to sound/audio device. Contact the network or system administrator as applicable. Needs no further action.
Not Resolved	Move to Step 6.

Step 6: Run the Twilio Network Test

If the network test result is...	Then...
Passed	Move to Step 7.
Failed	Contact Upscale Support. Share the completed troubleshooting steps with the Support. Needs no further action.

Step 7: Identify if a firewall is present:

If a firewall is...	Then...
Present	Disable the firewall & move to Step 8.
Not present	Move to Step 9.

Step 8: Test audio and check if the issue is resolved.

If the issue is...	Then...
Resolved	The issue is related to firewall configuration. Contact your network or system administrator for more assistance. Needs no further action.
Not Resolved	Move to Step 9.

Step 9: Is a VPN configured?

If a VPN is...	Then...
Configured	Disable the VPN. Restart the computer. Move to Step 10.
Not applicable	Move to Step 11.

Step 10: Test Audio and check if the issue is resolved

If the issue is...	Then...
Resolved	The issue is related to VPN configuration. Contact the network or system administrator for more assistance. Needs no further action.
Not Resolved	Move to Step 11.

Note: Upscale does not support VPN configurations.

Step 11: Understand your Internet settings

If connected via...	Then...
WiFi	Connect via Ethernet Move to Step 12
Ethernet	Contact Upscale Support & Check Twilio health status Share the troubleshooting steps with Upscale Support Needs no further action.

Step 12: Test audio and check if the issue is resolved

If the issue is...	Then...
Resolved	The issue is related to your WiFi connection Contact your network or system administrator for more assistant e Needs no further action.
Not Resolved	Contact Upscale Support Share the troubleshooting steps with Upscale Support Needs no further action.

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