Introduction
This guide walks you through verifying that your headset, system audio, and Sanas App are correctly configured. Running through these steps before each Sanas usage session helps prevent the most common audio issues during calls.
How Sanas works
The Sanas App needs continuous access to your audio stream to process and enhance your voice in real time. To enable this, your softphone must use the Sanas device as its audio input source, and the Sanas App must use your headset as its microphone input. Incorrect configuration at either point is the most common cause of audio issues.
Before you begin
Ensure the Sanas App is installed and you have active access.
Use a USB-connected headset for the best audio quality.
You may need administrator access to modify softphone audio configurations.
Verification steps
Run through the following checks:
Ensure you have a stable network connection with low latency and minimal packet loss. Poor network conditions can cause jittery or distorted audio.
Verify that your computer is not under a high CPU or memory load, as this can affect real-time audio processing.
Open Task Manager and check CPU and memory usage under the Performance tab.
Close unnecessary background applications to reduce load.
Restart your computer regularly to avoid this issue.
Open Activity Monitor and check CPU and memory usage.
Close unnecessary background applications to reduce load.
Restart your computer regularly to avoid this issue.
Verify the headset's physical condition and confirm its audio drivers are up to date. A faulty headset or outdated drivers can cause audio issues independent of Sanas.
Disable any built-in noise cancellation or audio enhancement features in your softphone. These features interfere with Sanas and can cause distortion.
Audio configuration steps
Follow the steps below to verify audio configuration on the Sanas App and your softphone.
Sanas App
Open the Sanas App and confirm the following audio device selections:
Incoming Audio (microphone): Your headset's microphone.
Outgoing Audio (speaker): Your headset's earphones.
Note: Avoid selecting a built-in microphone or external webcam’s microphone as the audio source.
Confirm the Accent Translation toggle is turned on and remains on for the duration of your call.
Softphone
In your softphone's audio settings, confirm the following Sanas devices are selected:
Note: The output Sanas device is only required if your Sanas App has Outbound Noise Cancellation enabled.
Audio
Windows
macOS
Input
Sanas Audio
Sanas Microphone
Output
Sanas Audio
Sanas Speaker
Info: If you are running an older Sanas App version, the device names may appear as Sanas Virtual Microphone or Sanas Virtual Speaker.
Verify your system audio settings to confirm that the microphone and speaker are unmuted and volume levels are set adequately.
Open Sound Settings from the Windows Start Menu and click More sound settings under the Advanced section.
In the Playback tab, right-click your headset and select Set as Default Device.
Select your headset, click Properties > Levels tab. Set the volume to between 50% and 70%, confirm the device is not muted, and set Sidetone to a low audible level if available. Click OK.
In the Recording tab, select Sanas Audio, click Properties > Listen tab. Select the checkbox for Listen to this device, speak into your headset, and confirm that a green audio signal appears. Uncheck Listen to this device and click OK.
Open System Settings > Sound.
Under the Output tab, select your headset and confirm the volume is set adequately high, and the device is not muted.
Under the Input tab, select Sanas Microphone and confirm that the input volume is set adequately high.
Perform a test call with Sanas enabled and confirm the audio is clear. Validate on a live call rather than a recording, as recordings are often compressed and may not reflect real-time audio quality.
Tip: For microphone technique and headset positioning guidance, see the Best Practices Guide.
Support
Need help? Get in touch with our Support Team for assistance.