Microphone not working

Quick checks

Issue 1: Mask detected, but no microphone signal on Windows

How to recognize it

Your PC shows the mask as METADOX Mask, but it doesn't pick up your voice. To check:

1. Plug the mask into your PC.
2. Open Settings > System > Sound.
3. Under Input, check that Microphone – METADOX Mask is selected.
4. Click the arrow > next to it. Under Microphone test, click Start test and speak for a few seconds.

If the volume stays at 0%, follow the steps below.

Good to know: with this issue, the mask usually still works on other devices, like your phone. If it doesn't work on any device and you can't hear your own voice through earphones plugged into the mask, go straight to Still not working?

Step 1.1: Update the firmware

Updating the mask to the latest firmware is the most common fix for this issue.

1. Go to the Support page.
2. Scroll down to Firmware Updates, just below Troubleshooting.
3. Follow the steps there to install the latest version.
4. Unplug the mask, plug it back in and repeat the microphone test.

Step 1.2: Turn off USB selective suspend

If you can't update the firmware, or the microphone still doesn't work, change this Windows power setting.

1. Open the Start menu, type Control Panel and open it.
2. Click Hardware and Sound.
3. Under Power Options, click Edit power plan.
4. Click Change advanced power settings.
5. Open USB settings > USB selective suspend setting and set it to Disabled. On a laptop, set both On battery and Plugged in to Disabled.
6. Click Apply, then OK.
7. Unplug the mask, plug it back in and repeat the microphone test.

Issue 2: Microphone volume very low

How to recognize it

People can hear you, but very quietly, or you have to shout to be heard. In the Windows Microphone test, the volume moves when you speak but stays low.

If the volume stays at 0%, go to Issue 1 instead.

Step 2.1: Check the Windows input volume

1. Open Settings > System > Sound.
2. Under Input, click the arrow > next to Microphone – METADOX Mask.
3. Set Input volume to 100.

Step 2.2: Check the microphone volume in your app

Apps like Discord have their own microphone volume, separate from Windows. In Discord:

1. Open User Settings > Voice & Video.
2. Under Microphone, check that METADOX Mask is selected.
3. Drag Microphone Volume all the way to the right.

If you use a different app, look for its microphone volume setting and turn it all the way up.

Step 2.3: Update the firmware

Newer firmware versions can improve the microphone volume.

1. Go to the Support page.
2. Scroll down to Firmware Updates, just below Troubleshooting.
3. Follow the steps there to install the latest version.
4. Unplug the mask, plug it back in and test your microphone again.

Issue 3: Microphone cuts out or disconnects

How to recognize it

The microphone stops working at random and comes back after a few seconds. You may hear the Windows disconnect and connect sound, or see the mask disappear and reappear in the sound settings.

Step 3.1: Reconnect the cable firmly

1. Unplug the USB-C cable from the mask.
2. Push it back in firmly until it's fully inserted. The port needs more pressure than most people expect.
3. Make sure the cable isn't pulled or bent when you move your head.

Step 3.2: Check the USB port and cable

1. Plug the cable directly into a USB port on your PC, without any extension or adapter in between.
2. If you have another USB-C cable at home, try it instead.

Step 3.3: Update the firmware

1. Go to the Support page.
2. Scroll down to Firmware Updates, just below Troubleshooting.
3. Follow the steps there to install the latest version.
4. Unplug the mask, plug it back in and check if it still disconnects.

Step 3.4: Turn off USB selective suspend

Follow Step 1.2 to turn off this Windows power setting.

Issue 4: Microphone not selected in Windows or in your app

How to recognize it

The mask is connected, but Windows or an app like Discord or OBS is using a different microphone, so nobody hears you.

Step 4.1: Select the mask in Windows

1. Open Settings > System > Sound.
2. Under Input, select Microphone – METADOX Mask.

Step 4.2: Select the mask in Discord

1. Open User Settings > Voice & Video.
2. Click the Microphone menu and choose METADOX Mask. Choose it directly, not Windows Default, so Discord keeps using the mask even if Windows changes microphone.

Step 4.3: Select the mask in OBS

1. Open Settings > Audio.
2. Under Global Audio Devices, set Mic/Auxiliary Audio to Microphone (METADOX Mask).
3. Click Apply, then OK.

Step 4.4: Select the mask in other apps

Look for the app's microphone or input setting and choose METADOX Mask.

Issue 5: Mask not detected

How to recognize it

Nothing happens when you plug in the mask. You don't hear the Windows connect sound, and METADOX Mask doesn't appear under Settings > System > Sound > Input.

Step 5.1: Reconnect the cable firmly

1. Unplug the USB-C cable from the mask.
2. Push it back in firmly until it's fully inserted. The port needs more pressure than most people expect.

Step 5.2: Check the USB port and cable

1. Plug the cable directly into a USB port on your PC, without any extension in between.
2. If your PC only has USB-A ports, use the USB adapter included in the box.
3. Try a different USB port on your PC.
4. If you have another USB-C cable at home, try it instead.

Step 5.3: Test the mask on another device

Plug the mask into another device, like a phone with a USB-C port or another computer. If it isn't detected there either, contact us.

Issue 6: Microphone blocked or disabled in Windows

How to recognize it

The mask is connected, but no app can use the microphone. This often happens after a Windows update.

Step 6.1: Turn on microphone access

1. Open Settings > Privacy & security > Microphone.
2. Turn on Microphone access and Let apps access your microphone.
3. Click the arrow ⌄ next to Let apps access your microphone, scroll to the bottom of the list and turn on Let desktop apps access your microphone. Apps like Discord and OBS need this.

Step 6.2: Allow the mask in Windows

1. Open Settings > System > Sound.
2. Under Input, click the arrow > next to Microphone – METADOX Mask.
3. Under General, check the button next to Audio:
   • If it says Allow, the mask is blocked. Click it.
   • If it says Don't allow, the mask is already allowed. Don't change it.
   

Issue 7: Intel Smart Sound Technology conflict

How to recognize it

Your PC has an Intel processor, and the microphone works for a few seconds after you plug in the mask, then stops. On other devices, like your phone, it works normally.

To check your processor, open Settings > System > About and look at Processor. If it doesn't say Intel, this issue doesn't apply to you.

Step 7.1: Find Intel Smart Sound Technology for USB Audio

1. Right-click the Start button and choose Device Manager.
2. Open Sound, video and game controllers and look for Intel Smart Sound Technology for USB Audio.
3. If it isn't there, open System devices and look for it there.

If you can't find it in either place, your PC doesn't have it and this issue doesn't apply to you.

Step 7.2: Disable it

Only disable the one called Intel Smart Sound Technology for USB Audio. Don't change any other device with a similar name.

1. Double-click Intel Smart Sound Technology for USB Audio.
2. Open the Driver tab and click Disable Device.
3. A warning appears. Click Yes.
4. When Windows asks to restart your computer, click Yes.
5. After the restart, plug in the mask and test your microphone again.

Still not working?

If none of the steps solved the problem, contact us using the form below or email us at support@metadox.pro. Please include the details listed here that apply to your case, so we can help you right away without having to ask you for more information.

Your order

• Your order number, or the name and email you used to order

Your setup

• The device you use the mask with (PC, laptop, console or phone)
• Your Windows version and processor, if you use a Windows PC (Settings > System > About)
• The app where the problem happens (for example, Discord or OBS)

The problem

• Which issue in this guide matches your problem, and which steps you tried
• When it started: from the first day, after an update, or after some time of use
• What the Windows Microphone test shows when you speak: 0%, low or normal
• Whether the mask works on another device, like your phone
• Whether you can hear your own voice through earphones plugged into the mask