To ensure that your microphone is functioning correctly for Voice Assure Realtime, you will need to have the microphone enabled, as this is a requirement of the WebRTC technology we use.
Possible Issue 1 – Chrome Browser Permissions
If the microphone is not detected in Chrome, then please follow the below steps here to verify:
- Go to the URL
chrome://settings/content/microphonein the address bar, and check if chrome is allowed to use the microphone for “platform.spearline.com”
- You can also check that the microphone is allowed by clicking on the viewing the
site information in the address bar to ensure the mic is allowed for Voice Assure.
Please ensure you have the mic enabled on the device and set as default. If using a laptop and using a headset please ensure any built in mic is disabled to ensure there is no conflict.
Possible Issue 2 – Firefox Browser Permissions
If the microphone is not detected in Firefox, then please follow the below steps:
- Click on the site identity icon (the lock symbol) in the address bar and under permissions Microphone should be allowed.
Possible Issue 3 – Firewall Restrictions
Your IT team needs to allow communication on the following protocols:
- HTTPS
- STUN / TURN (UDP and TCP)
- Websockets – WSS (if this is being blocked)
- webrtc1.spearline.com
- webrtc2.spearline.com
- newturn.spearline.com
Signaling Ports: 443
Media Port for Webrtc1 and Webrtc2 = 10000-20000 UDPMedia Port for newturn = 40000-50000 UDP
The ports on the above IP need to be opened in their firewall. If there is an issue with opening UDP ports, our communication is 100% encrypted using DTLS and SRTP technology.
Contact support
If you are still experiencing issues with your microphone please Submit a Request to Cyara support with a short description of your issue, and a support specialist will be able to assist you.