Support Center

I am in the text chat, why can't I hear audio?

Last Updated: Nov 10, 2016 04:12PM PST
If you are in the text chat but not called in on the phone; and, you cannot hear any audio, there maybe several reasons why you cannot hear audio.  Please follow these steps to troubleshoot the issue:



1. Is the host called in on audio?
If you are in the text chat only (not called in on audio over the phone or the computer), you will not hear audio until the host has called in on audio.


You can tell if the host is called in on audio by looking at the list of participants on the call for the host's screen name, which will always be at the top of the list.
 
If the host has not called in on audio
(as shown above, host always at the top),
the telephone icon next to
the host's screen name will NOT be lit up; and, you will
NOT hear audio.
If the host is called in on audio
(as shown above, host always at the top), 
the telephone icon next to
the host's screen name WILL be lit up;
and, you WILL hear audio
from those that have called in on audio.
 
 
You may see text from others in the text chat stating they can hear audio. Participants that have called in on audio can hear and speak to each other even though the host has not called in yet.  Participants that are only in the text chat will not hear this audio.  Once the host has called in, then participants in the text chat will hear audio.



 
2. Are you using a tablet or smart phone?
If you are using a tablet or smartphone device, you cannot use the normal TalkShoe website to listen to a call.

You need to log in to our iapp website (will open in a new tab).

Here's how to do that:
    - Go to http://www.talkshoe.com/i (will open in a new tab
    - Enter the Call ID of the show you want to listen to in the box in the upper right corner
    - Press the "Go" button.  

 


Please note that the iApp site cannot be used to text chat during a live call.  To text chat and listen to a call at the same time, you will need to use a Windows, Mac, or Linux based computer.  If the call is not currently live, you can listen to the prior recordings using the iApp site.

Go here for more information on the iApp site.



3. Are you running the latest version of Adobe Flash Player?
If you are using the web client, perhaps your Adobe Flash plugin for your web browser is out of date.  

Check your version of Adobe Flash Player (will open in a new tab). You will see the version installed on your computer displayed and the latest version listed in the table for your below.

If you need to upgrade Adobe Flash for Internet Explorer (on Windows 7 or earlier only), Firefox, Apple Safari, or Opera, go here (will open in a new tab).

If you are running Internet Explorer on a Windows 8, Windows 8.1, or Windows 10 computer or running Microsoft Edge on a Windows 10 computer, Flash Player would be upgraded through Windows Updates.

If you are running Google Chrome, you would obtain the latest version of Flash Player by installing the latest version of Google Chrome.




4. Have you tried a different browser?
If you are using the web client and the web browser you are using does not work correctly with the web client, then try another browser.  For example, if you are using the Internet Explorer browser and it doesn't work for you, try using Google Chrome or Firefox instead.



 

5. Are you on a Wi-Fi connection?
If you are using the web client on a Mac or a PC and if you are on a wireless connection, try using a wired connection instead.  An Ethernet cable usually provides more reliable connection than Wi-Fi.  Even a split second disruption in a Wi-Fi signal could potentially disconnect you from the text chat while using the web client and stop the audio.  So, try a wired Ethernet connection.




6. Have you tried the TalkShoe Live Pro Client?
If you are using the web client, try using the free TalkShoe Live Pro client application.  Here's information on how you can obtain, for free, the TalkShoe Live Pro client for a Windows or a Mac OS X based computer:


On a Windows computer, you must have Java installed first.  If you don't have Java installed,
click here
(will open in a new tabto install to download and install Java.


Here is a video showing how to install the TalkShoe Live Pro Client.  
After the video, there is a step-by-step guide for installing the Pro Client.




   
Here are the steps to install the Pro Client:
1. If you are signed in to the TalkShoe website with your hosting account on the TalkShoe website, skip ahead to step 4.

Otherwise, go to http://www.talkshoe.com (will open in a new tab)



 
2. Click the "Sign-In" button at the top right corner of the website.






 
3. Enter your user name and password and click the white "Sign-In" button below.











 
4. Click the "Download" link at the bottom of most pages on the TalkShoe website. The page where you can download the Pro Client will appear. 



 
5. Click the Green "Download" button to download the Pro Client software.  

In Internet Explorer, click "Run".

In other browsers, click "Save" to save the file (if it doesn't save automatically); and then when the download is complete, open the file (in Edge click "Run"). 


PLEASE NOTE: Do not close the web browser after the download is complete. Keep it open to the page you are on.


The Pro Client will install.  Follow the prompts on the screen to complete the installation.




 
On a Mac computer, you may be prompted during the installation process to download and install a large Java file. If you receive this prompt, you must do this. Just tell the Mac computer to do this. The process for installing the Java add-on for Mac is automated. 



 
6. Go back to your web browser. If you have kept the page open where you downloaded the software from, click the Green "Done" button.

If you accidentally closed the page,
go back to the page by clicking this link 
(will open in a new tab - may ask you to sign in with your TalkShoe account first), 
and then ONLY click the Green "Done" button. 

 






























































































After successfully installing the Pro Client,
you would connect to the text chat for your call
by clicking the "TalkShoe LIVE! Pro with ShoePhone!" button
on the call series page on the TalkShoe website
(you would do this INSTEAD of clicking the purple "Start My Call" button).

You can use the Pro Client instead of the Web Client (purple button) for either hosting your own call or joining to listen to another host's call.







Please be advised that on a Mac OS X Yosemite or newer computer, when clicking the blue button that you may receive a confirmation box that is hidden behind all of your open windows asking you if you really want to start the Pro Client. Just switch to this confirmation window hidden behind the other windows to start the Pro Client.



If you ever clear your browser's cookies, when you try to enter a show again using the Pro Client, the website will ask you to download Live Pro again.


You do NOT need to download it again. Just simply click the Green "Done" button again to reset the browser cookie telling the browser that Live Pro is installed.









Here is a video that shows how to use TalkShoe Live Pro to run your call: 



 

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