Please Note: If you are logging into a computer remotely using VPN, Citrix, or a cloud-based work environment, you may not hear the audio, so please log directly into your account page not using a remote environment.
If you are not connected using a remote environment, Please try the below suggestions to troubleshoot your audio issues.
First, please try refreshing your entire viewer page by going to the Help tab in the viewer and clicking on the "Reload Viewer" text link to refresh the page and reload the program.
Please Note: that if you are viewing the program using the Microst Edge or Firefox browser, the audio can be muted and unmuted from the video viewer tab.
If the issue continues - please see troubleshooting steps below:
If there is very low or no audio coming through your program, please click on this link to open youtube.com in a new window and click on any video on the main page to confirm you are able to hear audio. This can confirm whether this lack of audio is an issue with your computer or within the program.
I HEAR AUDIO ON YOUTUBE VIDEO BUT NOT IN MY PROGRAM!
WINDOWS SYSTEM VOLUME
There is a speaker icon next to the computer clock in lower right corner of screen on Windows computers.
NOTE: You can resize the Volume Mixer by pulling the edge of the window so you can see ALL applications using audio on your computer.
I DO NOT HEAR AUDIO ON YOUTUBE (OR VERY LOW AUDIO) VIDEO EITHER
If you are not able hear audio on a YouTube video the issue is system-wide with your computer/device.
External Speakers (Desktop or Laptop)
Internal Speakers (Laptop)
Watching through a remote desktop or virtual environment such as via Citrix can cause video playback issues or a lack of audio to be transmitted.
If the issue continues, please reach out to customer support for further assistance.
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