Device Repair Scenario Report: Microphone Not Working in Web Application

1. Concern:

• Description: An end user reported that their microphone was not working within a specific web application. The issue persisted across different browser sessions and after restarting the device.

2. Troubleshooting Steps:

Identify the Problem:

• Observed the end user attempting to use the microphone within the web application.

• Confirmed that no audio input was being detected by the application.

• Verified that the issue was specific to the web application and not affecting system-wide microphone functionality.

Establish a Theory of Probable Cause:

• Considered browser permission settings as a potential cause, as the web app may not have access to the microphone.

• Suspected an issue with external headset detection, especially if the headset was plugged in after the web app was opened.

• Considered a muted microphone setting in the operating system’s sound settings.

• Checked for potential browser-related issues, such as cache, cookies, or outdated browser versions.

Test the Theory:

• Checked the browser's microphone permissions and found that the web app had been blocked from accessing the microphone.

• Allowed microphone access and restarted the browser.

• Ensured the external headset was plugged in before launching the web application to rule out detection issues.

• Opened Windows Sound Settings and found that the external microphone was muted.

• Cleared browser cache and cookies and restarted the web application.

Establish a Plan of Action:

• If adjusting browser permissions and sound settings did not resolve the issue, planned to:

  • Test in a different web browser (e.g., Chrome, Edge, Firefox).

  • Update the browser to the latest version.

  • Test microphone functionality in other applications (e.g., Teams, Zoom) to rule out broader system issues.

Implement the Solution:

• Enabled microphone access in browser settings and restarted the web application.

• Ensured the headset was connected before launching the application.

• Unmuted the external microphone in Windows Sound Settings.

• Verified that the microphone was properly recognized in the application’s input settings.

Verify Full System Functionality:

• Conducted a test call within the web application to confirm the microphone was transmitting audio.

• Ensured the microphone was functioning properly with both the built-in and external options.

• Checked for consistent behavior across multiple browser sessions.

Document Findings:

• The primary issues were:

  • Blocked browser microphone permissions.

  • Headset connection timing affecting detection.

  • Muted microphone in Windows Sound Settings.

• The microphone functionality was restored after adjusting permissions and settings.

• Recommended that users:

  • Connect all necessary peripherals before launching applications.

  • Be prepared for web browser permission prompts and know how to allow/block them.

  • Regularly check Windows Sound Settings if microphone issues persist.