Microphone and audio troubleshooting

SimChat's voice activities need two things to work:


  1. Microphone access so the AI roleplay patient or character can hear you.
  2. Audio playback so you can hear the AI's voice.


Your browser should ask for microphone permission the first time you start a voice conversation. When prompted, select Allow. Audio playback usually works automatically, but some browsers and extensions can block it.


If something isn't working, find your problem below.


The AI can't hear me


This usually comes down to one of three things: microphone permissions, your microphone setup, or your network blocking the connection.


1. Check the microphone prompt


When you open a SimChat voice activity, your browser may show a microphone permission message near the address bar.


Select:


Allow
or
Allow while visiting the site


Then refresh the page and try again.


2. Check browser permissions


If you accidentally selected Block, you'll need to change the permission manually.


Google Chrome


  1. Open SimChat in Chrome.
  2. Select the icon next to the website address, usually a padlock or settings icon.
  3. Find Microphone.
  4. Change the setting to Allow.
  5. Refresh the page.


You can also go to Google's guide here.


Chrome Settings > Privacy and security > Site settings > Microphone


From there, check that SimChat is not listed under blocked sites. Chrome also lets you choose the default microphone if you have more than one connected.


Microsoft Edge


  1. Open SimChat in Edge.
  2. Select the padlock or site settings icon next to the website address.
  3. Set Microphone to Allow.
  4. Refresh the page.


You can also check:


Edge Settings > Cookies and site permissions > Microphone


If the browser setting looks correct but the microphone still does not work, check your Windows microphone permissions.


Microsoft support


Safari on Mac


  1. Open SimChat in Safari.
  2. Go to Safari > Settings > Websites > Microphone.
  3. Find the SimChat website.
  4. Change the setting to Allow.
  5. Refresh the page.


On Mac, you may also need to allow microphone access in:


System Settings > Privacy & Security > Microphone


Apple support


Firefox


  1. Open Firefox settings.
  2. Go to Privacy & Security.
  3. Scroll to Permissions.
  4. Select Settings next to Microphone.
  5. Find the SimChat website and set it to Allow.
  6. Refresh the page.


Firefox support


3. Check your microphone setup


If permissions are enabled but the AI still can't hear you, the problem is usually with the microphone itself or background noise:


  1. Check your headset is plugged in or connected by Bluetooth.
  2. Make sure your microphone is not muted (many headsets have a physical mute switch or button).
  3. Position the microphone close to your mouth. Built-in laptop mics often pick up too much background noise or sound too distant. A headset or earbuds with a mic will give much better results.
  4. Reduce background noise. Move to a quieter space, close windows, and turn off fans, music or nearby conversations where you can. The AI listens for natural pauses to decide when you've finished speaking, and background noise can confuse it.
  5. Close other apps that may be using the microphone, such as Teams, Zoom or Google Meet.
  6. Check your computer's sound settings and confirm the correct microphone is selected as the default input.
  7. Restart your browser and try again.



I can't hear the AI


If the AI is responding but you can't hear it, the issue is usually with browser autoplay settings, an extension blocking audio, or your device's sound output.


1. Check your volume and output device


  1. Check your system volume is turned up and not muted.
  2. Check the browser tab itself isn't muted. If there's a speaker icon with a line through it on the tab, right-click the tab and select Unmute site.
  3. Make sure your headphones or speakers are selected as the output device in your computer's sound settings.
  4. If you're using Bluetooth headphones, try disconnecting and reconnecting them.


2. Allow autoplay audio for SimChat


Most browsers block websites from playing sound automatically. SimChat needs autoplay permission so the AI's voice plays as soon as it responds.


Google Chrome


  1. Open SimChat in Chrome.
  2. Select the padlock or settings icon next to the website address.
  3. Select Site settings.
  4. Find Sound and set it to Allow.
  5. Refresh the page.


Microsoft Edge


  1. Open SimChat in Edge.
  2. Go to Settings > Cookies and site permissions > Media autoplay.
  3. Set it to Allow, or add SimChat to the allow list.
  4. Refresh the page.


Safari on Mac


  1. Open SimChat in Safari.
  2. Go to Safari > Settings for This Website… (or right-click the address bar).
  3. Set Auto-Play to Allow All Auto-Play.
  4. Refresh the page.


Firefox


  1. Open SimChat in Firefox.
  2. Select the padlock icon next to the website address.
  3. Under Permissions, find Autoplay and set it to Allow Audio and Video.
  4. Refresh the page.


3. Check ad blockers and other extensions


Ad blockers, script blockers and privacy extensions (such as uBlock Origin, AdBlock or strict tracking-protection settings) can sometimes block the audio streaming connection SimChat uses.


To check whether an extension is the problem:


  1. Open SimChat in a private or incognito window, as most extensions are disabled there by default.
  2. If audio works in private mode, an extension is interfering. Re-enable extensions one at a time, or add SimChat to your blocker's allow list / "trusted sites".



Audio in a Teams, Zoom or Google Meet call


If you sent an AI avatar into a Teams, Google Meet or Zoom call, most of the advice above does not apply. The avatar connects from SimChat's own servers rather than from your device, and the audio travels through your meeting rather than through your browser. So:


  • Your browser's microphone and autoplay permissions make no difference to whether the avatar can hear you or be heard
  • Participants' microphones, speakers and mute buttons belong to Teams, Meet or Zoom - troubleshoot them as you would for any other call in that app


The problems that actually come up in a group call are usually these:


  • The avatar never joined. It waits in the meeting lobby until somebody admits it. Look for the participant whose name ends in (AI) and admit it.
  • The avatar joined but never speaks. In Group call mode it deliberately stays silent until someone says its name. Say its name to bring it into the conversation.
  • Nobody can hear the avatar. Check it hasn't been muted in the meeting, and that participants' speakers are working.
  • The avatar can't hear one particular person. That person's microphone is muted or not working in the meeting itself.


See Using an AI avatar in a Teams, Zoom or Google Meet call.



Using a work, university, hospital or NHS device?


Some organisations manage browser settings, microphone access, and network traffic centrally. This can affect SimChat in a few ways:


  • Microphone or audio permissions may be locked and can't be changed by you.
  • Network or firewall policies can block the real-time audio connection SimChat uses, even when permissions look correct. This is common on hospital, university and corporate networks.
  • Browser extensions installed by IT (security, content filtering, DLP tools) can interfere with audio streaming.


If you've tried the steps above and SimChat still isn't working, contact your local IT support team and ask them to:


  • Allow microphone access for SimChat.
  • Allow autoplay audio for SimChat.
  • Allow traffic to simchat.ai, elevenlabs.io, anam.ai and openai.com (and their subdomains).
  • Allow real-time media (WebRTC and secure WebSocket / WSS) connections, which voice and video rely on
  • Confirm no content filter or proxy is stripping out audio or video streams.


If possible, try SimChat on a personal device or home network to confirm whether the issue is organisational.


Still having problems?


Try opening SimChat in Google Chrome on a personal device and home network. This is the most reliable combination for voice conversations. If audio works there but not on your usual device, the issue is almost certainly with permissions, extensions or your network rather than SimChat itself.


If you've worked through the steps above and audio still isn't working, contact us at support@simchat.ai and we'll help you get set up.

Updated on: 03/09/2026

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