Audio problems
No suggestions appearing during calls
The coach reads a live transcript of your call. If no transcript is coming in, no suggestions appear.
Check:
- Did you click Listen at the start of the call? The button should be green.
- Is your microphone working in other apps (Zoom, Meet, the call platform)?
- Does Windows have mic permission for RingMentor? Settings → Privacy → Microphone → RingMentor = On.
- Is your headset plugged in AND selected as the system default? Right-click the speaker icon in the taskbar → Sound settings.
If all four check out and suggestions still don’t appear, end the session, close RingMentor, reopen it, and take a test call. If that doesn’t resolve it, email support.
Overlay shows “Reconnecting…” and stays that way
The coach connects to a transcription service over the internet. A few seconds of reconnect is normal (Wi-Fi hiccup, VPN blip). More than 30 seconds is a real problem.
Check:
- Is your internet connection working? Try loading a webpage.
- Are you on a VPN or corporate proxy that might block WebSocket connections? Try disconnecting and reconnecting.
- Are you behind a firewall that blocks outbound traffic on port 443? (Rare, but happens in locked-down networks.)
If you’re sure your connection is fine, end the session and start a new one. If the new session also can’t connect, email support.
Audio is being captured but suggestions are gibberish
This usually means the coach is getting a bad transcript — could be noisy audio, heavy accent the transcription model isn’t tuned for, or severely overlapping voices.
Try:
- Quieter room, headset instead of laptop mic.
- Ask the prospect to unmute their side if they’re on speakerphone in a busy office.
If it’s persistent, email support with a session ID and we’ll investigate.