Troubleshooting an audio issue with kMeet

This guide helps you troubleshoot any audio issues with kMeet, the ethical video conferencing solution offered by Infomaniak.

With current security standards, a web browser or an application installed on an operating system like Windows or macOS will necessarily ask you for permission to access the camera and microphone as soon as a video conference begins.

Steps to Resolve an Audio Issue

1. (Re)Allow Multimedia on Computer

By going to the kMeet Settings in the top right corner of your screen (the gear icon), you can (re)enable permission requests for access to multimedia functions:

1. access to a microphone (choose the device that suits you)
2. access to the camera if there is one

Examples with the kMeet application on computer

Examples with the online version in your web browser

You can also check if a padlock in your browser's address bar is blocking your multimedia access by simply clicking on this padlock.

2. Check Multimedia on the Device

If you have installed kMeet on iOS

1. go to Settings > Privacy and Security
2. tap a hardware feature, such as "Camera", "Local Network", Bluetooth, or Microphone
3. check the settings related to kMeet in the list of apps
4. then go to Settings > Privacy and Security > Security Control
5. tap "Manage Shares and Accesses", tap Continue, and then follow the on-screen instructions to see if a setting could interfere with kMeet

If you have installed kMeet on Android

1. on your phone, open the Settings app
2. tap Applications
3. find kMeet or tap Show all applications, then select your application
4. tap Permissions
5. tap on a permission setting to change it, then select Allow

3. Windows Utility for Audio Issues

1. first try to access Windows settings under Privacy.
2. check that accesses are enabled, especially "Allow apps to access camera" and "Choose which Microsoft Store apps can access camera"
3. enable "Windows Search", "Camera", and "App Connector"
4. for the microphone, follow the same steps

If it still doesn't work:

1. access Search in the taskbar, type Audio Troubleshooter Utility, then select Search and fix sound playback problems from the results to launch the troubleshooting utility
2. select Next, then select the device you want to fix, then proceed to the troubleshooting utility

4. Join the Ongoing Meeting with a Different Device

If you encounter an audio/video issue during a kMeet meeting, join it from another device.

Were you on a computer? Use your mobile device! Or vice versa...

1. in the ongoing meeting with your problematic device, invite a new participant to get the meeting link
   
   
2. from a new device, open a web browser (Chrome, Safari, Firefox, etc.)
3. enter the meeting link (https://kmeet.infomaniak.com/ followed by the meeting link letters); for example:
   
   or use the meeting code

5. Disable WebRTC in Firefox

As a last resort, test Firefox with WebRTC disabled to access your kMeet meeting:

1. open Firefox
2. type in the Firefox address bar about:config
3. find the media.peerconnection.enabled parameter; to avoid manual search, it's possible to type this parameter in the search box
4. set it to "false"
5. access the meeting via a kmeet.infomaniak.com link as indicated in chapter 4