Introduction
While most users enjoy a smooth experience with the Sanas application, you might occasionally encounter unusual behavior. These issues are often caused by system audio misconfigurations.
This guide will help you identify and fix common audio-related issues that can affect the performance of the Sanas app. The latest versions of the Sanas app automatically configure most audio settings during installation. However, some softphones may require manual configuration.
Before you begin, make sure:
The Sanas app is installed, launched, and activated.
A high-quality USB headset is connected to your computer.
You have administrative access to your computer (some changes may require a password).
1. Muted Microphone
Issue: The call recipient can’t hear your voice.
This may be caused by your microphone being muted or set to a low volume level. Here’s how to fix it:
Step 1: Check Headset Audio Levels
Open Sound Settings from the Windows Start Menu.
Scroll down and click More sound settings under the Advanced section.
Go to the Playback tab.
Select your connected headset and click Properties.
Under the Levels tab:
Ensure the volume is set to an adequate level.
Confirm that the device is not muted.
(Optional) If you see the Sidetone option, set it to a low but audible level.
Click OK to save changes.
Step 2: Test the Sanas Microphone
In the Sound settings, go to the Recording tab.
Select Sanas Virtual Audio and click Properties.
Go to the Listen tab.
Check the box for Listen to this device.
Speak into your headset and check for a green audio signal graph.
Uncheck Listen to this device and click OK.
Restart the Sanas app and try a test call.
Sanas Support
If the issue persists, contact the Sanas Support Team.
2. Incorrect Audio Input Source
Issue: You can’t hear the call recipient.
This may happen if the Sanas Speaker is selected as the default playback device instead of your headset.
How to Fix It:
Open Sound Settings from the Windows Start Menu.
Click More sound settings under the Advanced section.
In the Playback tab:
If Sanas Speaker is the default device, right-click your headset.
Click Set as Default Device to switch audio output back to your headset.
3. Faulty Headset or Misconfiguration
Issue: Voice echo during the call.
Possible Causes & Solutions:
Faulty Hardware:
Try using a different headset to check if the issue persists.
Audio Configuration Issue:
Follow the instructions in the Muted Microphone section to ensure proper setup.
Make a test call to verify improvements. Contact Support if the problem continues.
4. Not Following Sanas Best Practices
Issue: Audio distortion or degradation during calls.
Common Causes:
Improper Use:
Sanas performs best when best practices are followed, including:
Proper headset positioning.
Clear, steady speech patterns.
Refer to the Best Practices Guide for more tips.
Incorrect Audio Levels:
Ensure your headset volume is set between 50% and 70%.
Set Sidetone to a minimal level if available.
Follow the steps from the Muted Microphone section for reconfiguration.
5. Sanas is Disabled in the App
Issue: Accent Translation (AT) is not working.
How to Fix It:
On the Sanas home screen, ensure the Accent Translation toggle is turned on for the entire duration of your call.
In your softphone’s audio input settings, ensure Sanas Microphone or Sanas Virtual Audio is selected.
Refer to your softphone’s configuration guide for detailed steps.
6. Low volume output on the headset
Issue: Low or no volume output on connected headset.
How to fix it:
You can fix this issue by simply updating the system audio settings for your connected headset. You can follow the same steps mentioned under the 'Muted Microphone' heading to update your headset’s audio settings.
Need Help?
Need help? get in touch with our Support Team for assistance.