# Troubleshooting

Silence, your own voice, echo, an unrecognised device, and Listen Translation.

## Wrong at their end

- No sound: the call app’s microphone is not the virtual microphone (KONWA Microphone on macOS, CABLE Output on Windows), or KONWA is not translating.
- Your own voice: the call app is still using your physical microphone.
- Heard twice, or an echo: on Windows, the call app’s output is set to CABLE Input. Set it back to your headphones.
- Level swells and fades: turn off automatic microphone level adjustment in the call app.

## Wrong at your end

- No sound at all: on Windows, your system output is set to CABLE Input. It carries audio out, not back, so set the output to your headphones in Settings → Devices → You hear. KONWA also switches it back to a real speaker at launch and when a translation starts.
- KONWA receives no speech: your physical microphone is not set as KONWA’s input, or the system has not granted microphone permission.
- The other person appears as your own lines: speakers let the microphone pick them up. Use headphones.

## The virtual microphone is missing

- KONWA says “The virtual microphone isn’t ready”: choose Authorize on the home screen or in Settings → Devices. It is also the retry and the repair: KONWA installs, re-enables or repairs the virtual microphone as needed. macOS asks for an administrator’s password; Windows asks for permission.
- KONWA says “The virtual microphone works after a restart”: choose Restart. KONWA asks for a restart only when one is needed.
- Updated from an earlier KONWA on a Mac: KONWA now uses KONWA Microphone, not BlackHole 2ch. Authorize it, then choose KONWA Microphone in your voice app; BlackHole can stay or be removed.
- KONWA says the virtual microphone is “not passing sound back”: restart the computer; if that does not help, send us feedback.

## Listen Translation

- No Listen field on the home screen: Listen Translation needs macOS 14.2 or later, or Windows 10 version 2004 or later.
- A permission notice, or no captions for the other side: on macOS, turn KONWA on in System Settings → Privacy & Security → Screen & System Audio Recording, then choose the app again. Windows asks for no permission.
- The app is not listed: only running apps appear. For a call in the browser, choose the browser.

> Still unresolved: [send us feedback](https://konwa.live/en/feedback?from=guide:troubleshooting&kind=problem) with your system version, the app you were using, and what you have tried.