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Troubleshooting

Fixes for problems we have seen and confirmed on real machines. Most are caused by something outside Canium, such as audio software that ships with a laptop. Each fix lists the hardware it was confirmed on.

Audio and calls

Call audio ducks or cuts out on an Acer laptop

What you notice
During a call or meeting, the other people’s voices drop in volume or cut out for a moment, over and over. The problem is in what you hear, not in your microphone.
Confirmed on
Acer Nitro laptop, Windows, with Acer Purified Voice Console installed. Other Acer laptops ship the same console and may show the same problem.
Cause
Acer Purified Voice Console has an AI noise reduction filter on audio output (speakers or headphones), separate from the one on the microphone. On output it can mistake the voices you are listening to for noise and suppress them. The setting that caused it was under Speaker, with Output Source set to Headphones. The microphone settings were not involved.

Fix

  1. Open the Start menu, search for Acer Purified Voice Console and open it.
  2. Scroll down to the Speaker section.
  3. Set Output Source to the device you use for calls, for example Headphones.
  4. Turn AI noise reduction off.
  5. Rejoin the call.
Acer Purified Voice Console, Speaker section: Output Source set to Headphones, AI noise reduction switched off
The Speaker section, with AI noise reduction switched off.

Confirmed

Not listed here?

Email contact@canium.ca with what you notice, your device and operating system, and whether you use the desktop app or the web app. Once we confirm a fix, we add it to this page.

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