GP6 - Audio Setup, Testing and Troubleshooting
Audio Setup and Testing

GP6 uses Google WebRTC for audio. WebRTC receives its audio from the operating system (Windows, OSX, ChromeOS). Therefore, GP6 gets audio from the operating system not directly from the sound card. For this reason, USB headsets and speakers pretty much always work, and sometimes headsets that plug directly into the sound card (the round-end plugs) may not work well. GP6 lists all the audio devices it can access, so the user can specifically choose what audio device to use for listening ("Speaker") and speaking ("Microphone").
  1. Open GP6 and find the Setup and Testing section on the home page.
  2. Select the "Speaker" and "Microphone" source you want to use.
    • If a source is not shown, then GP6 probably cannot access it.
    • If a USB headset or speaker is not listed, unplug it and plug it back in to re-initialize its relationship with the operating system. Close and re-open GP6 and GP6 will list it as long the operating system is connecting to it.
  3. Run the tests in this order: Speaker --> Microphone --> Server
    • If the Speaker or Microphone tests fail, make sure your audio is not muted in the hardware and operating system. Note that GP6 cannot mute your audio nor control its level. GP6 relies on your operating system to get audio levels.
    • If the Speaker and Microphone tests pass and the Server Test fails for audio, the issue is likely due to a firewall or parental controls block between your computer and the GP6 servers.

When you pass all three tests, you are ready for class.

Loss of Audio During Class

GP6 uses state-of-the-art STUN, TURN and ICE standards to find the fastest stable internet path between your computer and the audio server. If GP6 loses that audio connection during a meeting, it will usually regain it on its own (usually you won't even notice any loss). However, if you lose audio for more than 15-30 sec, it is likely that audio cannot be restored automatically, and you should try to restore it manually.

If you are in a meeting with good audio and then lose your individual audio, please try each of the following until your audio is restored:
  1. Press the red Reconnect Voice button and wait 15 seconds.
  2. Leave the meeting, close/quit GP6, re-open GP6, and rejoin the meeting.
  3. If you still have trouble, please visit TPS Live Support for further assistance.

To verify or troubleshoot GP6 audio prior to and outside a meeting:
  1. Perform or confirm a Mic Test. The Mic Test must be passed immediately before the Server Test, or the Server Test results will be inconclusive.
  2. If the Mic Test passes, proceed to the Server Test. If the Mic Test fails, perform each of the next steps until the Mic Test passes:
    1. Try different speaker/mic selections from the drop-down.
    2. Check Playback/Record defaults in your operating system.
    3. Try a different headset. (If no other device works, specifically try a USB headset: Plug it in, reboot, verify that it shows up in the operating system playback devices, then select in GP6 Playback device.)
  3. Once the Mic Test passes, then perform a Server Test.
  4. If the Server Test passes, you are ready for class. If the Server Test fails, perform each of the next steps until the Server Test passes:
    1. Quit GP6, restart GP6.
    2. Reboot computer.
    3. Reboot router (and computer).
    4. Try disabling security or parental controls software, as these are common causes of blocked audio.
    5. If using GP6 standalone version, try the Chrome browser version (or vice versa).
    6. Unplug your USB headset then plug it back in.

Audio Cuts In and Out During Class

Audio that cuts in and out on its own indicates a weak or unstable connection to the audio server. Please try each of the following until your audio is solid:
  1. Press the red Reconnect Voice button and wait 15 seconds.
  2. Leave the meeting, close/quit GP6, re-open GP6, and rejoin the meeting.
  3. If you are using wifi, move closer to the wifi signal source until you have a strong stable signal.
  4. Restart your router and reboot your computer.
  5. If you are using wifi, try connecting directly to the router with an ethernet cable.
  6. If none of these work, please contact Support and give us details about the type of internet you use (cable, fiberoptic, DSL, mobile broadband, satellite, etc.) so we can help you optimize your connection.
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