AV Troubleshooting – Program/Content Audio Issues

Purpose

Use this guide when there is no audio or poor audio quality from program content (computer, laptop, document camera, media player, etc.) in an AV-enabled space.

Step 1: Verify System Volume

Systems with a Touch panel Controller

Program Audio

1. Start a source that provides continuous audio (e.g., a YouTube video or music stream).

2. Confirm the selected source is active on the system.

3. Check that the source device's audio is not muted.

4. Verify the correct audio output device is selected on the computer.

5. Check the program volume level on the touch panel.

6. If no audio is heard, verify the system is not muted.

7. Increase the volume to a reasonable listening level.

Microphone Audio

1. Verify microphone channels are not muted.

2. Check microphone volume levels on the touch panel.

3. Ensure microphones are powered on and connected properly.

Systems with Push-Button Controllers

1. Verify the source device volume is set appropriately.

2. Confirm the source device is not muted.

3. Some systems may provide additional audio controls through a separate audio settings page or interface.

Step 2: Check the Source Device

Computers and Laptops

1. Verify the operating system volume is not muted.

2. Confirm the application producing audio is not muted.

3. Check that the audio output device is set correctly.

Windows Devices

1. Open Sound Settings.

2. Verify the correct playback device is selected.

3. Test audio playback from the operating system.

Mobile Devices and Tablets

1. Verify media volume is turned up.

2. Ensure the device is not connected to a different audio output (Bluetooth headphones, speakers, etc.).

Step 3: Check Physical Connections

1. Ensure all audio and video cables are fully seated.

2. Verify any adapters or dongles are connected securely.

3. If accessible, inspect audio connections at the projector or display.

4. If using a laptop connection point, disconnect and reconnect the cable.

Step 4: Check Equipment Power

If you have access to the equipment rack:

1. Verify all AV equipment is powered on.

2. Check for any devices displaying error indicators or warning lights.

3. Confirm amplifiers, DSPs, and audio processors are operating normally.

Step 5: Restart the System

1. Power down the AV system using the room controls.

2. Wait approximately 30 seconds.

3. Power the system back on.

4. Retest audio playback.

Step 6: Escalate the Issue

If audio is still not functioning after completing the steps above:

• Record the room number.

• Note the source device being used.

• Document any error messages or unusual behavior.

• Contact the AV Support Team for further assistance.