FAQ

Technical Issues > Sound problems
  • If you can't hear your contacts on Skype calls, and you've already gone through all the steps in the Connection Troubleshooter, it's possible there's a problem with your headphones/speakers or your settings. Click the Skype version you use below to learn how to resolve headphone/speaker issues.
     
     
    Hardware troubleshooting
     
    First, let's check your hardware:
     
    1. Check that your speakers or your headphones are plugged in. If you're using your computer's speakers (built-in speakers on a laptop), make sure they are functioning properly.

    2. Make sure the mute button on your device or headset isn’t on.

    3. Make sure your computer's speakers are not muted. In Windows, check the taskbar on the lower-right corner of the screen. A  icon means your speakers are muted; click it and adjust the volume. The icon will change to , meaning you're no longer muted. Make sure the volume is high enough that you can hear it.


    Skype settings
     
    Make sure you and your friend are using the latest version of Skype, then check to make sure your speaker/headphone settings are correct in Skype.
     
    1. In Skype, click Tools > Options.



    2. In the Options screen, click Audio Settings on the left side of the window.

    3. Select your speakers from the Speakers drop-down list and click Save. If you're using a headset, make sure the headset is plugged in and the correct headset is selected in the drop-down.



    4. You can also check the order of your speakers and headphones (that is, which device Skype will look for first) by clicking the Show Advanced Options button. Skype will default to the first in each list, so move the device you want to the top of each list.

    5. Make a free test call in Skype to check your audio settings. If you can hear the voice on the other end of the Skype call, your audio settings are fine. If not, proceed to the next section.
     

    Windows audio settings
     
    If none of the above has helped, and you’re still experiencing problems with your speakers or headset, the problem might be with your Windows Settings. If you’re on Windows (Windows XP, Windows Vista, Windows 7, or Windows 8/8.1), follow the instructions on this page to resolve issues with Windows Settings.
     
  • If your contacts cannot hear you on calls, and you've already gone through all the steps in the Connection Troubleshooter, it's possible there's a problem with your microphone or your microphone settings. It’s always worth checking to ensure you and your friend are always using the latest version of Skype.
     

    Hardware troubleshooting
     

    First, check your hardware:
     
    1. Ensure your microphone is plugged in and functioning properly.

    2. Check that your microphone's mute button isn't on and you're not muted in Skype.

    3. If you're in a loud environment, consider moving to a quieter space.
     
     

    Skype microphone settings
     

    Next, review your microphone settings are correct in Skype.
     
    1. In Skype, click Tools > Options.



    2. In the Options screen, click Audio Settings on the left side of the window.

    3. Select your microphone from the Microphone drop-down list and click Save. If your microphone is picking up sound, you will see the volume bar rise and fall.



    4. You can also check the order of your microphones (that is, which microphone Skype will look for first) by clicking the Show advanced options button. Skype will default to the first in each list, so move the device you want to the top of each list.

    5. Make a free test call in Skype to test your audio settings. The test call will prompt you to record an audio message, then play it back for you. If you can hear your recorded message, your audio settings are fine. If not, proceed to the next section.
     


    Windows audio settings

     
    If none of the above has helped, and you’re still experiencing problems with your microphone, the problem might be with your Windows Settings. If you’re on Windows (Windows XP, Windows Vista, Windows 7, or Windows 8/8.1), follow the instructions on this page to resolve issues with Windows Settings.
  • If you want to practice making a call and check that your speakers and microphone are working properly in Skype, you can make a test call to our friendly assistant Echo. She will prompt you to record a message, and then play it back for you – so you’ll know right away if your sound is working.
     

    1. Plug in your speakers and microphone
     
    If you’re using your device’s built-in speakers and microphone, you don’t need to plug anything in – but if you’re using a separate mic, speakers or a headset, make sure they’re plugged in and switched on.
     

    2. Find the Skype sound test service
     
    Sign into Skype and look in your contact list for Echo/Sound Test Service. If you don’t see her in your contact list, type echo123 into the search field and click Search Skype. She will show up as Echo/Sound Test Service.




    3. Call

    In the calling pane, click Call.



    4. Follow the instructions you hear
     
    Your new friend Echo will ask you to record a message, and then will play your message back to you.
     
  • Having problems with your Skype calls? There’s probably an issue with the internet connection (yours or the person you’re calling), or with your computer. Let’s see if we can sort it out.
     

    1. Are you using the latest version of Skype?
     
    For the best performance, make sure that you and the person you’re calling are using the latest version of Skype. Download the latest version.
     

    2. Check your internet connection.
     
    A bad connection can cause dropped calls, blocky or frozen video, and poor sound.
     
    • Make sure you have a strong WiFi signal, or – even better – use a wired connection.

    Close any programs that might be using your internet connection.

    • Use the Call Quality Indicator to check your connection speed. It’s in the bottom right corner of your Skype call window.
     

    3. Check your webcam, microphone and speakers.
     
    If you’ve solved your connection issues and still have poor call quality, there might be a problem with your hardware. We have in-depth guides to fixing problems with your speakers, microphone and video, but most quality problems can be solved with these top tips.
     
    • Make sure that your microphone and speakers or headphones are plugged in and not muted.

    Make a free test call in Skype. The test call prompts you to record a message, and then plays it back for you – it’s the easiest way to see if there’s an issue with your audio settings.

    • Check that your webcam is working properly. In Skype, click Tools > Options, and then select Video settings (on a Mac, click Skype > Preferences…, then click Audio/Video). If you can see the video stream, your webcam is working.
     

    4. Check your computer.
     
    • Make sure both you and your friend have the minimum system requirements to run Skype.

    • If you're using Skype on a laptop and you're in power-saving mode, try plugging the laptop into AC power or switching it to maximum performance mode.

    • Check the Computer tab of the Call Quality Indicator to see if your computer is causing any issues.

1

Email Support

Still having problems? 
Send your questions by email and get an answer from our support team within next 48 hours.

Notice

If you are in Korea, you can purchase Skype payable services through Daesung Skype according to the Telecommunications Business Act of Korea.