Truly

Your Truly Support team is available to assist with headset issues via <a href="https://help.truly.co/en/articles/2219038-how-to-use-in-app-chat-to-contact-support">in-app chat</a>, or by emailing <a href="mailto:support@truly.co" rel="nofollow noopener noreferrer" target="_blank">support@truly.co</a>

Below you can find our collection of troubleshooting steps we use to resolve most headset issues:

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For wired headsets, disconnect and reconnect the headset cable.

For wireless headsets, power the headset off and then on.

1. For wired headsets, disconnect and reconnect the headset cable.
2. For wireless headsets, power the headset off and then on.

Verify the system default audio device, and the system is not muted.

Make sure your preferred headset is selected as the system default audio device and test to see if you can hear audio in applications other than Truly.

<a href="https://help.truly.co/en/articles/1430997-how-to-set-up-your-headset-windows">How to set up your headset (Windows)</a>

<a href="https://help.truly.co/en/articles/1430998-how-to-set-up-your-headset-macos">How to set up your headset (macOS)</a>

<a href="https://help.truly.co/en/articles/3291023-how-to-set-up-your-headset-chrome-os">How to set up your headset (Chrome OS)</a>

- <a href="https://help.truly.co/en/articles/1430997-how-to-set-up-your-headset-windows">How to set up your headset (Windows)</a>
- <a href="https://help.truly.co/en/articles/1430998-how-to-set-up-your-headset-macos">How to set up your headset (macOS)</a>
- <a href="https://help.truly.co/en/articles/3291023-how-to-set-up-your-headset-chrome-os">How to set up your headset (Chrome OS)</a>

If you are using Chrome OS, or our web app, you may need to <a href="https://help.truly.co/en/articles/2683628-how-to-allow-audio-devices-in-google-chrome">allow audio devices</a> in the Chrome browser in order for Truly to access your microphone and speaker.

Check Security &amp; Privacy Settings in macOS 

If you are using macOS, please give the Truly app <a href="https://help.truly.co/en/articles/2654021-security-privacy-settings-in-macos">permission to access your microphone</a>.

If you see an error message that states "User denied media access", check the Windows 10 Privacy settings to allow Truly to access the microphone

Click Start &gt; Settings &gt; Privacy &gt; Microphone.

Check whether desktop apps, including Truly are allowed to access the microphone

1. Click Start &gt; Settings &gt; Privacy &gt; Microphone.
2. Scroll down to the bottom of the list
3. Check whether desktop apps, including Truly are allowed to access the microphone

Toggle your headset settings in the Truly app

<a href="https://help.truly.co/en/articles/1479536-how-to-set-your-audio-preferences">How to set your audio preferences</a>

Change the selected headset and microphone from the Default selection directly to the preferred headset or vice versa

Check to make sure the microphone indicator is picking up your voice activity

Play the test sound to verify your headset or speaker is working properly

1. Click the Headset icon
2. Change the selected headset and microphone from the Default selection directly to the preferred headset or vice versa
3. Check to make sure the microphone indicator is picking up your voice activity
4. Play the test sound to verify your headset or speaker is working properly

Check Windows Settings for noise suppression and audio ducking settings

<a href="https://help.truly.co/en/articles/2403279-how-to-disable-noise-suppression-windows">How to disable noise suppression</a>

- <a href="https://help.truly.co/en/articles/2403279-how-to-disable-noise-suppression-windows">How to disable noise suppression</a>

Quit the Truly app via the menu bar Truly &gt; Quit method, or press Command-Q on the keyboard

1. Quit the Truly app via the menu bar Truly &gt; Quit method, or press Command-Q on the keyboard
2. Reopen the Truly app

Close the Truly app via the menu bar File &gt; Close method, or press Control-W

1. Close the Truly app via the menu bar File &gt; Close method, or press Control-W
2. Reopen the Truly app

Right click the Truly app in the Shelf at the bottom of the screen

1. Right click the Truly app in the Shelf at the bottom of the screen
2. Select Close
3. Reopen the Truly app

If you have any additional questions or issues please <a href="https://intercom.help/truly_co/en/articles/2219038-how-to-use-in-app-chat-to-contact-support" rel="nofollow noopener noreferrer" target="_blank">chat with Truly Support</a>, or email <a href="mailto:support@truly.co" rel="nofollow noopener noreferrer" target="_blank">support@truly.co</a>, and we’ll be happy to assist!

Reconnect your headset

Verify the system default audio device, and the system is not muted.

Allow Audio Devices in Chrome

Check Security & Privacy Settings in macOS

Check Windows 10 Privacy settings

Toggle your headset settings in the Truly app

How to set your audio preferences

Check Windows Settings for noise suppression and audio ducking settings

Re-initialize the Truly app

Mac

Windows

Chrome OS