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sound capture not working

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Robert Guest, User (Posts: 3)

Jul 16, 2020 11:13:32 pm EDT

Support level: Free or trial
Hi,

I am running Windows 10 1803 build 17134.1488 with RU host 6.12.2.0 Beta 2

I have a client computer running Windows 10 1909 build 18363.900 with RU viewer 6.10.10.0

I have enable sound capture but can't get any sound to carry from the host to the client.

Polina Krasnoborceva, Support (Posts: 959)

Jul 17, 2020 10:22:03 am EDT

Hello Robert,

Thank you for your message.

Could you please clarify if you mean the playback audio, i.e. sounds that are played on the remote Host machine or if you mean the microphone's input of the remote machine? Please note, that the Sound Capture feature only allows you to capture sounds that are played on the remote computer and not the microphone input.

In case if you want to capture the remote machine's microphone input, please use the Voice and Video Chat connection mode.

In case if you mean that the playback audio is not captured - please try updating your Viewer to the 6.12 Beta 2 version as well, as the version mismatch between Host and Viewer might lead to performance issues and some features not working.

Please let us know if the issue persists even after the update.

Robert Guest, User (Posts: 3)

Jul 17, 2020 3:58:01 pm EDT

Support level: Free or trial
Very good question and maybe sound is all I can get. I noticed this morning my local computer seem to do what looks like a Windows 10 upgrade, so not when sound is played on my host computer, I can hear it on my local computer in the viewer.

What I was hoping for was to have a phone conversation. People can call me via jabber and I can answer the call on my host computer. I can hear them when they talk but they can't hear me. What would really be happening on that case is my local mic would have to transfer to my host computer. Maybe this is not possible.

Polina Krasnoborceva, Support (Posts: 959)

Jul 17, 2020 5:40:38 pm EDT

Hello Robert,

Thank you for the clarification.

What would really be happening on that case is my local mic would have to transfer to my host computer. Maybe this is not possible.

Could you please let me know if you've tried using the Voice and Video Chat connection mode? You can connect to your remote Host via audio only using the Voice call button, so this way your local microphone input should be transfer to the remote Host machine:


For more information on the Voice and Video Chat connection mode please refer to this page.

Hope that helps.

Robert Guest, User (Posts: 3)

Jul 19, 2020 8:05:28 pm EDT

Support level: Free or trial
Hi Polina,

If I understand correctly voice chat is meant to be used when there is someone physically at the host location. My situation is I am connected to the host computer via RU. Local xxxx calls local yyyy (my phone at the host location). The host computer connected via VOIP and using jabber gives me the option to answer the call. I hear the caller of course because the sound from the host computer is being transferred to the remote computer via RU. They don't hear me because the mic on the remote computer is not being pushed to the host computer, or so it would seem.

I tried voice chat but that does not seem to allow me to have full control of the computer, which I need. After starting voice chat, I clicked the full control button in the options box, but I am not sure of that still leaves me in voice chat, or if has switched to full control outside of voice chat.

Polina Krasnoborceva, Support (Posts: 959)

Jul 20, 2020 4:30:34 pm EDT

Hello Robert,

Thank you for the clarification.

Unfortunately, according to our Support Policy, we cannot assist you in resolving issues with third-party software. The reason the person on the call cannot hear you, perhaps, as your local mic input is being transferred to the remote machine and is played there as playback audio, not a microphone input.

I tried voice chat but that does not seem to allow me to have full control of the computer, which I need. After starting voice chat, I clicked the full control button in the options box, but I am not sure of that still leaves me in voice chat, or if has switched to full control outside of voice chat.

Actually, you should be able to invoke a few different connection modes windows at the same time. I've just tried connecting to a remote Host via the Voice and Video chat mode along with the Full Control connection mode and it worked as expected - both connection modes work properly and do not interfere with each other even if you have the sound capture enabled in the Full Control mode.

Hope that helps.

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