Possible Causes
Audio Monitoring Disabled: The Audio monitoring channel is turned off by default in the monitoring profiles.
App-Specific Restrictions: The system may be configured to record audio only when specific applications (like Zoom or Teams) are using the microphone, leaving other activities silent.
Default Device Conflicts: By default, Teramind captures audio only from the primary playback and recording devices set in Windows. If a user is using a secondary headset or external mic not set as the system default, it may not be captured.
Exclusive Mode Conflicts: Some call software may take exclusive control over the microphone or speakers, preventing other applications like Teramind from accessing the audio stream.
Network/Firewall Blocks: Teramind uses a random UDP port in the range of 1000–65535 to transmit audio recordings to the server; if these ports are blocked, audio data will not be received.
Async Upload Latency: If using a Stealth Agent with Async audio upload enabled, there may be a delay between the audio event occurring and it appearing on the dashboard.
Solutions
All these issues can be addressed by adjusting the Audio monitoring settings or Windows system configurations:
Enable Audio Recording from the Configurations > Monitoring Profiles. Also, check if the employee has a Custom Profile overriding these settings by viewing the Employees screen and checking the Monitoring tab.
In the Audio monitoring settings, enable the Monitor all input and Monitor all output options. This ensures audio is captured from all recording and playback devices, not just the Windows defaults.
Check the Monitor when these apps use the microphone field in the Audio monitoring settings. If you want continuous recording regardless of the app, leave this field empty. To capture all apps but only when the device is actively in use, select "All".
Disable the Exclusive Mode in Windows. Here's how you can do it on Windows 11:
Right-click the Speaker icon in the bottom-right corner of your taskbar (System Tray) and select Sound settings.
Scroll down to the Advanced section and click on More sound settings. This will open the Sound window.
In the window, select either the Playback (for speakers/headsets) or Recording (for microphones) tab. Right-click the device you are using and select Properties.
Navigate to the Advanced tab. Under the Exclusive Mode section, uncheck the following two boxes:
Allow applications to take exclusive control of this device
Give exclusive mode applications priority
Click Apply, then OK to save your changes. Repeat these steps for all other relevant input (microphones) and output (speakers) devices to ensure full compatibility.
Ensure that the firewall allows outbound UDP traffic in the range of 1000–65535 from the user's computer to the Teramind server.
From the Audio monitoring settings, increase the Bitrate if the audio is captured but is of poor quality. If audio is missing from recent sessions, check if Async audio upload is enabled, as this might cause a delay in data availability on the dashboard.