ooVoo Forums

I don't know if this problem has been addressed yet but I've been having problems with the audio on Win 7. It seems that I can see people but can't hear them. Yet, they can see and hear me. Do you know what's wrong? I've tried all the possible solutions proposed by ooVoo Dave but none of them seem to work. My default speaker is set to the Windows Default Device. I can also set it to Speaker/Headphone (SigmaTel High Definition Audio CODEC) but that doesn't seem to solve my problem either. When I look at the volume equalizer I can see the volume going from high to low as if sound is being made, but I can't hear the actual sound.

In addition to the statement above, I just realized I can't hear application noises either (i.e. video chat calling, received messages, etc.).

 Also, when I switch to my guest account the sound seems to work just fine. It's weird because the settings are exactly the same. What could be wrong here?

 

Hi Sportsboy,

Thank you for your posts. Very interesting observation that the sound works when you are signed in as a guest. We would like to get Logs from you about this issue, if you don't mind. Here are instructions:

 

We would like to ask your help in gathering information about this problem, by activating your ooVoo logs, recreating the problem, and then sending the log file to us.

To do this, please open ooVoo and go to FILE/SETTINGS/SUPPORT/ and check the box marked "Enable Debug Logging". You will not need to sign in to do this.

When selecting the Enable Debug logging checkbox, the application will start creating log files which can help us investigate problems in you may experience when using ooVoo.

Please note that after enabling this mode, you will need to Exit the ooVoo application for the change to be implemented. To Exit ooVoo: right click on ooVoo icon located on your task bar (next to the clock)and select Exit from the drop down menu.

Then, please load ooVoo again (START/ALL PROGRAMS/OOVOO/OOVOO). Now please try and sign in again. Please recreate the problem -  speak and have someone speak to you, and then you will need to retrieve the logs for this problem. So, after recreating the audio problem, sign out.

 

The log files will be created in the same folder ooVoo is installed (the default location unless changed during the installation process is: C:\Program Files\ooVoo\Logs.

The log file will end in ".ovolog" It also will be named by the year, date and time, for example, "20080804_1249_0.ovolog"

Please retrieve the log file, create a Support Request here: http://support.oovoo.com/ics/support/default.asp?deptID=4244 and attach the log file  to the support request, and send it to us. Mention you have been working with ooVoo Dave and recap the problem.

We will examine the results and get back to you.

Best Regards,
ooVoo Dave

 I can't do this now because I deleted the account with a problem and created a new one. I think there was a settings problem with it. Now the sound is working fine on the new account. Sorry, Dave.

Thanks for the update, Sportsboy.        

...glad to hear that the sound problem is gone.

Best Regards,
ooVoo Dave

 I had the exact same problem, and came here looking for a fix...

Then I remembered that it was working before (not sure how long before), and thought it could be a new version thing.
So I've downloaded the 2.2.1.3 portable version and it worked.

Went back to 2.2.2.19 and there's no sound again. I've enabled debug logging but even that doesn't seem to work, I can't see any log files or folders.

Hi Dalmo3,

Thanks for the investigative work. Retry sending us Logs using the instructions above.

Remember that after enabling the logs, you will need to Exit the ooVoo application for the change to be implemented. To Exit ooVoo: right click on ooVoo icon located on your task bar (next to the clock)and select Exit from the drop down menu.

Best Regards,
ooVoo Dave