Troubleshooting Call Quality Issues

If you're experiencing dropped calls, choppy audio, or difficulty connecting to calls, you can follow these steps to identify and potentially resolve the problem. Before troubleshooting, ensure your system and network meet the requirements in our VanillaSoft VoIP System Requirements article.

Note: While we're dedicated to supporting VanillaSoft products, troubleshooting devices outside the VanillaSoft platform is out of scope, and any advice we give is considered "best efforts." If you need more clarification about proceeding with these steps, we recommend seeking assistance from a qualified I.T. professional. Please be aware that by following the steps below, you acknowledge that VanillaSoft cannot accept responsibility for any issues that may arise.

Headset Troubleshooting

• Check Approved Headsets: Refer to the list of approved headsets to see if yours is listed. We recommend using a wired USB headset for easier troubleshooting and better connectivity.
• Connect Your Headset: If you're using a wireless headset, connect it to your computer using its USB wire.
• Try a Different Headset: If possible, try using a different headset to see if the issue persists.
• Test Audio: Instead of using VS Connect, try recording your voice or playing a video from a different program or site, such as YouTube, to test the audio.
• Use Computer Speakers: If no change, unplug the headset and test the audio using your computer's speakers if possible.

Computer Troubleshooting

• Disable Antivirus: If you are comfortable doing so, temporarily disable any antivirus programs to test the audio, then re-enable them after testing. 
• Update Headset Drivers: Install or update the drivers for your headset.
• Check Volume: Ensure that the volume is not muted or turned down in your system tray.
• Update Operating System: Make sure your operating system is up-to-date with the latest updates installed.
• Check Permissions: Ensure there are no permissions issues preventing microphone or headphone access.

Network Troubleshooting

• Run SpeedTest: Perform a SpeedTest to ensure your network meets the minimum requirements as listed in the VanillaSoft VoIP System Requirements article.
• Ping Test: Run a ping test to check for network stability and packet loss. Steps on how to do this can be found in the How To Run a Ping Test article. 
• Use Wired Connection: If you're using wireless internet, try connecting with an Ethernet cable directly to the modem instead.
• Disable Network Security: If you are comfortable doing so, temporarily disable any network security measures, including firewalls, to test the connection.

VoIP Line Troubleshooting

• Log In from Another Computer: Log in to your VoIP profile from another computer to see if the issue persists. If the issue is still present with all new hardware and software, you will need to contact Technical Support so we can troubleshoot the issue further. 
• Use Another VoIP Profile: Log in to another VoIP profile on your computer to check for issues. If you log in to a different profile and the issue is no longer present, yet when you log in to your profile it returns, you will need to contact Technical Support so we can troubleshoot the issue further. 

Unable to Resolve

If you're unable to resolve the issue after following these steps, you can always submit a ticket or call our Support team at 972-200-0179 ext. 2 for further assistance.