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Vivox: Player Troubleshooting Guide

Updated

Scenario

Experiencing connection issues or audio issues while using a voice integration, such as a released video game or mobile application.

Resolution

Contact the Application Developers

Unity does not provide player support for Vivox as Unity does not control individual Vivox integrations. We highly recommend contacting the game's developers directly through their support system or their forums. The more reports they get, the better than can target their development to eliminate the issues.

Troubleshoot the Issue Yourself

Game Related Issues

In the Game Options or Settings verify the audio settings:

  • Ensure that voice chat is active in the in-game options.
  • You should test voice chat with an open mic instead of push to talk.
  • If push to talk is active, ensure that the push to talk key has been assigned and that you are pushing it the entire length of the time you are speaking.
  • If there are game option sliders to adjust the speaker's volume or set the mic level, choose a setting in the middle of the slider.
  • Disable game sounds and music while troubleshooting so you can hear very low levels of voice chat audio.

Hardware Related Issues

General

  • Ensure that the microphone and headset are properly plugged in. Some microphones might require two separate connections, one for the audio out and one for the microphone in. Use a different jack or USB ports while testing.
  • Make sure that your headset/microphone hardware is not muted.
  • If the headset/microphone has a volume control, ensure it is set to an adequate volume that makes it possible for the user to hear/speak.
  • Exit all the other programs that might be using your microphone.
  • Make sure that you have the latest drivers for your headphones and microphone.

Windows Privacy Settings

  • Under the Windows 10 Settings > Privacy & Security > Microphone
    • Microphone access: On.
    • Let apps access your microphone: On.

Screenshot_2022-07-21_122205.png

Windows Device Settings

  • Right-click on the speaker icon on the lower right of the menu bar
  • Select the Recording tab
  • Check that the desired device is set as “Default Device”.
  • Check that the capture indicator bar on the right moves as you speak. If it does not, please check if your microphone has a mute button or switch and make sure it is not on mute.
  • If the speaking indicator bar still doesn’t move then, please check with your headset/microphone provider to troubleshoot.
  • Do not select the ‘Stereo Mix’ device as a recording device.

GamersFAQ_Windows_DeviceSettings1.png

  • Select the desired device and select the Properties button.
  • Select the Advanced tab and make sure that the “Allow applications to take exclusive control of this device” option is unchecked

GamersFAQ_Windows_DeviceSettings2.PNG

  • Set the sample rate to 16 bit, 44100Hz if it is available.
  • Select the Playback tab on the Sound panel.
  • Check that the desired device is set as “Default Device”.

GamersFAQ_Windows_DeviceSettings3.png 

  • Right-click the Default Device and select the Test. Verify that you can hear sounds coming from the desired speakers or headphones.

macOS Device Settings

  • Open System Preferences
  • Select Sound

GamersFAQ_Mac_DeviceSettings1.png

  • Select the Output tab and make sure the desired output device is selected and not muted.

GamersFAQ_Mac_DeviceSettings2.png

  • Select the Input tab and make sure the desired input device is selected and not muted

GamersFAQ_Mac_DeviceSettings3.png

  • Check that the input level bar reacts when you speak. If it doesn’t, check if your microphone has a mute button or switch and make sure it is not on mute.
  • If the speaking indicator bar still doesn’t move then check with your headset/microphone provider to troubleshoot.

Network Related Issues

If you have verified that the game options settings and your audio device settings are configured correctly there could be a networking issue.

DNS Issues

Try Google DNS servers (8.8.8.8 and 8.8.4.4). Some ISP’s DNS servers have difficulties resolving the Internet names of the voice chat servers. You can change your DNS settings for your PC in the Windows Control Panel, or you change your DNS settings for your network by changing your router setup.  For more details see Google's guide on using Google's public DNS. 

For most Windows 10 users, add the Google DNS setting in Network Connections > Wi-fi Properties > Internet Protocol Version Properties. See the image shown below.

GamersFAQ_Windows_DNS-Settings.png

Disable SIP ALG

SIP ALG can cause issues with communications for some Vivox implementations. We recommend disabling it, however, the steps required go beyond the scope of this document due to the many different types of routers.


Please note: We highly recommend consulting an IT or network professional when configuring advanced network settings or devices.

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