Audio quality can be impacted by several factors including network performance, system, application, or the device itself.  

Troubleshooting Steps

• Firstly, please make sure the video conferencing application has MeetUp selected as both the microphone (input) and speakerphone (output).  
• Verify that the network or video conferencing service is not the cause of the video quality issues by using an audio recording application and checking the audio quality of the microphone locally.
• Then try playing a local audio file using MeetUp as the system’s speaker and verify the speaker sounds good.
• Do you have the latest firmware for MeetUp? If not or if you’re not sure, you can download from the MeetUp download page and install it onto the device. The software tool will tell you if you already have the latest firmware installed.
• Ensure the volume level is optimal; adjusting may even correct the issue.
• Try a different video conferencing or audio application. Many applications even have a test mode to playback audio for testing purposes.
• Try MeetUp in a different room and see if the performance changes. In particular, rooms with less reverberant surfaces (glass walls, tile or concrete floors, for example) may produce different results. This may not help with the room you are outfitting with MeetUp, but could inform you if this is the issue.

Microphone Settings 

You can try adjusting the mic gain volume lower or higher by following these steps:

• For Windows
  1. Right-click on the speaker icon in the system tray (bottom right), and select “Sounds.”
  2. Once opened, click “Recording,” right-click on the MeetUp microphone and select “Properties” and then “Levels.”
  3. Lastly, adjust the Mic array slider higher and lower to reset the gain.
• For Mac
  1. Click the Apple logo, then click System preferences.
  2. Click Sound, then click the Input tab.
  3. Slide the Input Volume slider higher or lower to reset the gain.
• Enable/disable processing: Sometimes the audio processing in the video conferencing application can interfere with speakerphone performance. If your application allows you to enable/disable audio processing, take this step to evaluate if it makes a difference.
  
  

Contacting Support

If your issue continues after completing the above steps, please collect the following details and submit a support ticket for assistance.

1. Description of your setup, what other devices are connected, which computer operating system you are using, etc.

• Note: If possible, please include an audio recording of testing the microphone.

2. Details of where/when your connection/recognition problem occurs.
3. Results of trying the steps in the article above as well as any other troubleshooting you have attempted.
4. Device serial number.
5. Enter this information into our Contact Support form.