> ## Documentation Index
> Fetch the complete documentation index at: https://help.withallo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Audio issues on desktop and web

> Fix microphone and sound problems on Mac, Windows, and browser

Use this page when callers can't hear you, you can't hear them, or calls start silent on the **desktop app or web app**. For mobile, see [Common issues](/en/support/common-issues).

## Quick checklist

<Steps>
  <Step title="Check the microphone permission">
    **Mac:** System Settings > Privacy & Security > Microphone > make sure **Allo** (or your browser) is enabled.

    **Windows:** Settings > Privacy & security > Microphone > allow apps to access your microphone.

    **Browser:** click the icon left of the address bar on [web.withallo.com](https://web.withallo.com) and verify the microphone is allowed. The permission popup may only authorize access once.
  </Step>

  <Step title="Check the selected input device">
    In the Allo app's audio settings, verify the correct microphone is selected, especially if you use an external or USB microphone. On Mac, also check System Settings > Sound > Input: pick the right device and confirm the input level moves when you speak.
  </Step>

  <Step title="Quit and relaunch the app">
    Fully quit the Allo desktop app and reopen it. This resets the audio session, which fixes most "one-way audio" cases (you hear the caller, they don't hear you).
  </Step>

  <Step title="Close apps that hold the microphone">
    Zoom, Teams, FaceTime, and recording tools can keep exclusive control of your microphone. Close them and try again.
  </Step>

  <Step title="Test with a different device">
    Try a wired headset or the built-in microphone to isolate a hardware or Bluetooth problem.
  </Step>
</Steps>

## Headset-specific issues

<AccordionGroup>
  <Accordion title="AirPods or Bluetooth headset sounds low or fades in">
    Disconnect and reconnect the headset, then verify it's selected as the input device in Allo. On Mac, disable "ambient noise reduction" in System Settings > Sound if enabled. If the first words after a silence sound very low, switch to a wired headset for important calls while we improve Bluetooth handling.
  </Accordion>

  <Accordion title="Jabra headsets">
    Microphone isolation with Jabra models is a known weak spot: callers may hear background noise from open spaces. There's no reliable fix today. If your environment is noisy, we recommend another headset brand.
  </Accordion>
</AccordionGroup>

## Calls start with no audio (click-to-call)

If calls launched from your CRM (for example HubSpot click-to-call) open the desktop app but start silent:

1. The Chrome extension is **not** required: click-to-call works natively as long as the desktop app is installed
2. Quit and relaunch the desktop app
3. Check the microphone permission (see checklist above)

## Desktop doesn't ring, but my phone does

1. **Mac:** System Settings > Notifications > Allo > allow notifications
2. In Allo: Settings > **Business Hours** > your status is "Open"
3. Make sure the desktop app is running (not just installed)

## Still stuck?

[Contact support](/en/support/contact) with **2 or 3 example calls**: date, time, and the number called. Our call quality team analyzes each call's latency and packet loss and can tell exactly where the audio broke.

<Note>
  If audio cuts or stutters mid-call, the cause is usually the internet connection at that moment: even a brief spike in latency is enough. Test on another network (for example a phone hotspot) to confirm.
</Note>