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alden6582 avatar image
alden6582 asked ·

Distortion Using iPhone Headphones and Mac with RingCentral Softphone

I'm using the Ringcentral softphone application:
Version 9.1.6
On Mac OS 10.11.6

When I'm talking through my iphone headphones plugged into the headphone jack, the other parties on the call say I am distorted. I use this exact same setup with 3 other applications (Slack, Zoom, WebEx) the problem is not there with the other applications.

I disabled "Automatically Adjust Microphone Settings" to see if that was increasing the gain too much, but the problem seems to exist whether that setting is on or off.

Any ideas on how to resolve?


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saadetswift16514 answered ·
Hello Alden, 

That sounds like it could be network related. I suggest verifying that your network is set up properly in order to work with our system :)
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alden6582 answered ·
Hi Saadet thank you for the very fast response. I don't think there is any issue with the network as we have dozens of other people on the same network using ring central phones and one my colleagues told me switching to a special Bluetooth phone headset will resolve the issue. But I would prefer to not have to purchase a special headset as it should work with this. Any other idea?
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luke2909 answered ·
Lets try a few quick things if you can Alden.

First would be to see which data connection you are using on your iPhone, cellular data or Wi-Fi. There is a setting on iPhones called " Wi-Fi Assist" that could be putting your call through both connections simultaneously; so it can be tricky to find out. The best way to test would be by making a call with Wi-Fi turned off, then make a call with cellular data turned off, and see if the distorted audio only happens on one call vs the other.

Another thing to try would be to have the RingCentral system record your calls. By listening to the recordings and seeing if the distortion is heard, it can help us eliminate some possibilities of where the distortion is occurring.

I definitely recommend the quick uninstall, reboot, and reinstall of the RingCentral smartphone app as well. If by chance it's something simple this could work.

Check back in and let us know how the testing goes.
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