Troubleshooting guide
The essentials in 10 seconds
- 90% of issues come from 3 causes: wrong audio selection, Wi-Fi, or microphone blocked by the OS.
- Follow the steps in order — each one solves the most frequent problem first.
- If nothing works: support@jamodio.com — we reply within 24 h.
I can't hear the other musicians
1
Check that the audio output in Jamodio points to your audio interface
In Jamodio's audio settings, the output must be your USB audio interface ("Scarlett Solo", "UMC22"…) and not "Built-in Output" or the computer's speakers. Changing the output and reloading the page fixes this 40% of the time.
2
Check the volume on your audio interface
Most audio interfaces have a physical headphone volume knob. Make sure it's not at zero. The computer's system volume doesn't affect the USB audio interface.
3
Did the other musician actually click "Join studio"?
The audio connection only starts after that click — it's mandatory (browsers require it to enable the mic). If the other person is visible in the list but you can't hear them, ask them to leave and rejoin.
4
Refresh the page and click "Join" again
A simple F5 (or Cmd+R on Mac) followed by another "Join studio" click restarts the whole WebRTC chain. Often enough to recover audio after a dropout.
5
Check that the browser has audio permission
On Chrome: 🔒 icon left of the URL → Sound → "Allow". On Safari: Preferences → Websites → Microphone → "Allow for jamodio.com". A crossed-out mic symbol in the address bar means it's blocked.
The sound is crackling, choppy or robotic
→
Cause #1: Wi-Fi — switch to Ethernet
Wi-Fi creates jitter (packet-to-packet latency variation) that manifests exactly like this: choppy sound, glitches, cut-off words. It's the most frequent cause of crackling. Plug in an Ethernet cable and the problem usually disappears. More on Wi-Fi vs Ethernet →
1
Turn off the VPN if it's running
A VPN wraps every audio packet in an encrypted tunnel and doubles or triples jitter. Turn it off before opening Jamodio and reload the page.
2
Use a USB audio interface (not the built-in card)
The computer's built-in sound card shares the bus with other components. It creates irregular interrupts that show up as crackling on input or output. A €40 USB interface removes the problem at the source. See recommended interfaces →
3
Close CPU/network-hungry apps
Dropbox syncing, Time Machine, system updates running, browser with 30 video tabs, Discord screen-sharing. Each can saturate the CPU or bandwidth and create audio dropouts. Close everything that isn't needed for the session.
4
Plug the laptop into AC power
macOS and Windows reduce CPU performance on battery to save energy. That limitation can cause audio glitches. Plug in the charger before the session.
5
On Windows: install ASIO drivers
Without ASIO, Windows WDM introduces an extra 20 to 150 ms of buffer with variations (driver jitter) that cause crackling. Install ASIO4ALL (free) or the ASIO driver from your audio interface manufacturer. Windows ASIO guide →
Can't join the studio
1
Check that the studio slug is correct
The slug is typo-sensitive. The best way is to copy-paste the full link
jamodio.com/app?studio=studio-name rather than re-typing the slug by hand. The host can copy the link from "My Studios" using the 🔗 icon.2
Clear the cache and reload
Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows) forces a cacheless reload. Sometimes an old cached version of the app causes connection errors.
3
Try a different browser
Jamodio works on Chrome, Firefox and Edge. If it blocks on Safari, try Chrome. Some extensions (ad-blockers, uBlock) can block WebSocket or WebRTC connections — try a private window with no extensions.
4
Temporarily disable firewall or antivirus
Some corporate firewalls or antivirus software block WebRTC (UDP) connections. To test: temporarily disable the firewall, try to connect, then re-enable. If it works, add an exception for jamodio.com.
5
Check Jamodio server status
In case of a server-side outage, no connection will work. Write to us at support@jamodio.com — we'll confirm the live status.
My mic isn't detected (or others can't hear me)
1
Allow microphone access in the browser
Chrome: click the 🔒 icon in the address bar → Microphone → Allow. Firefox: same icon, same procedure. If you see a crossed-out microphone, that's where to fix it.
2
On macOS: allow the mic in System Settings
System Settings → Privacy & Security → Microphone → tick the box for Chrome (or the browser used). Even if the browser asked for permission, macOS can block it at its own level.
3
Select the right input in Jamodio
In Jamodio's audio settings, the input must be your USB audio interface, not the computer's built-in mic. If you play an instrument, it must be plugged into the audio interface input (instrument jack or XLR).
4
Check that the audio interface is recognized
On Mac: Apple menu → About → System Report → Audio — your interface must appear. On Windows: Device Manager → Audio inputs and outputs. If it doesn't show up, try another USB port directly on the computer (no hub).
The "HD · Audio Engine active" badge doesn't appear
1
Check that the agent is installed and running
The Jamodio agent is a native app (macOS / Windows) you install separately. It must run in the background. Download it from jamodio.com/app → Agent section. Launch it, then reload the studio page.
2
On macOS: allow the agent in Security & Privacy
macOS may block an unsigned app with the "unknown developer" error. Go to System Settings → Security & Privacy → General → click "Open anyway" next to the message about the Jamodio agent.
3
The badge isn't blocking
If the agent isn't working, Jamodio automatically falls back to standard browser mode. You lose an extra 10–30 ms but you can still play. The green badge is a bonus, not a hard requirement.
Still stuck after these steps?
Write to us at support@jamodio.com describing: your OS, browser, audio interface, and the step where it blocks. We reply within 24 h, often faster.
Write to us at support@jamodio.com describing: your OS, browser, audio interface, and the step where it blocks. We reply within 24 h, often faster.