WorkLink: I have no Audio or Video
No Audio
- Device Volume: Make sure the device volume is turned up.
- Device Network Configuration:If you experience both audio and videos issues, then the root cause is likely network configuration.
-
Internet Connection: Check your network speed by running a speed test. You can find the network requirements here: What are the internet network requirements for WorkLink?
-
Using Wireless Bluetooth earbuds - If you are using headphones (Bluetooth or wired), make sure they are working correctly by trying other apps/programs. Try using the WorkLink app without headphones as a secondary troubleshoot.
Best Practices for using your Wireless Bluetooth earbuds for a Remote Assistance Session.
-
Using a Docking Station - We are aware of docking stations adding another sound device which Windows directs audio to for a Remote Assistance call. As a result, there is only one-way audio transmission. We are actively working to provide a fix for this known issue.
-
Computer and Device Settings - Verify that your audio devices (speaker and microphone) are connected and in working order. Ensure that your device isn't accidentally connected to a Bluetooth or wired headset. The use of mobile devices is recommended to call experts. Please find a full list of all the supported devices.
No Video
-
App Permissions: Ensure that the WorkLink App has Camera and Pictures permissions enabled on the device.
2. Internet Connection: Check your network speed by running a speed test. You can find the network requirements here: What are the internet network requirements for WorkLink?
3. WorkLink App Diagnostic Window: Tap on the Setting menu and navigate to the diagnostics window.
- Make sure the diagnostics window values are green and under parameters detailed here in this article: WorkLink: Diagnostics Window.
- Try a remote assistance call with an alternate network, e.g., if you are using WiFi, try a mobile hotspot to isolate the issue.
4. Network Configuration: If you experience both audio and videos issues, then the root cause is likely network configuration.
Contact Support
If you are still having issues, leave 1-star feedback at the end of the Remote Assistance call and take a screenshot of your diagnostics window in the settings menu during the call. Attach this screenshot on this form to open a ticket with Scope AR Support.