Support Centre

Troubleshooting sound issues for Softphones

Matthew Fletcher


You are experiencing one-way audio like symptoms where the other party is able to hear you but you are unable to hear them or any dial tone. 

Troubleshooting steps

Depending on the type of softphone your steps may vary slightly. The first thing we would want to check is your default audio device. This can change if you have multiple devices. In this example, I will be using a 3CX softphone for Windows, and Bria 4. 

3CX WebClient

Log in to 3CX WebClient then navigate to Settings, then select Personalize and finally Audio/Video.

Make sure that the correct device is allocated to each category.


3CX Google Chrome Extension

Click on the settings icon as shown below



Proceed to Personalize and look for the options Speaker, Ringer, and Microphone. 

Make sure that the device allocated to these options are correct.



3CX for Windows

In order to check these settings, first, click on the settings cog as shown below


From there, click on Audio Options


Once you have clicked on that, please adjust the Microphone, speaker, and ringing to your desired configuration. In the below screenshot for an example, I use the "Logitech G933" for both my microphone and my speaker, so this would be selected for both


Bria 4

For Bria, the settings are slightly different but follow the same end result, the steps below will show you how to change your devices for Bria 4:

Firstly, click on Softphone then click on Preferences this will bring up the preferences tab you can see to the left


From there, please select Devices this will pull up your speaker and microphone settings, from here, please adjust these to your selected device using the drop-down as shown belowmceclip4.png


Need help?

If the above steps did not resolve your issue, you can raise a case with our team by clicking here. We may verify that you have completed the above steps, so don't forget to try!

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