One-way audio is exactly what it sounds like: one person can hear, but the other cannot. It is almost always caused by a microphone permission or a home/office router setting blocking the audio in one direction. Here is how to fix it.
Quick fixes to try first
- Reload the page (web softphone) or force-close and reopen the app.
- Make sure your browser or app is allowed to use your microphone.
- Turn off any VPN.
- Try a different network, such as your phone's mobile hotspot. If the problem disappears, your original network is the cause.
Step 1: Allow microphone access
If the person you are calling cannot hear you, your microphone is the first thing to check. In the web softphone you may see a banner reading "Microphone access required" - that is your sign.
In your web browser:
- Click the small lock icon in the address bar.
- Find the Microphone setting.
- Set it to Allow.
- Reload the page.
On your computer:
- On Windows, open Sound settings and confirm the right microphone is selected under Input, then speak and watch the level move.
- On a Mac, open System Settings, then Sound, choose the Input tab, and confirm your microphone is selected and reacting to your voice.
Step 2: Check your router settings
If your microphone is fine but audio still only flows one way, the issue is usually your router deciding not to pass the return audio. You do not need to be technical to try the common fixes:
- Restart your router. Unplug it for about 30 seconds, then plug it back in.
- Update your router. Very old router software can mishandle internet calls; check your router maker's app or website for an update.
- Avoid stacking routers. If your internet passes through two routers (for example, your provider's box plus your own), that "double" setup often breaks return audio. Ask your provider how to put one of them into a pass-through mode.
Step 3: Watch out for restrictive networks
Some networks are simply hostile to internet calling:
- Office networks may block voice traffic. Ask your IT team to allow ReliaRing and internet calling.
- Hotel and public Wi-Fi frequently block calls. Use your mobile data instead.
- VPNs can send your audio on a detour that only works one way. Turn the VPN off for calls.
Confirm it is fixed
From your ReliaRing phone or softphone, dial *99 for the echo test and speak. If you hear your own voice repeated back clearly, your microphone and audio path are working in both directions.
If one-way audio continues on every network you try, contact support and mention which direction is silent (they can't hear you, or you can't hear them) - it helps us pinpoint the cause.