Why can't I make an outbound call from my desktop app?

At Yay.com, we have developed our own mobile & desktop applications, which are incredibly reliable and quickly becoming more relevant as working from home as well as remotely becomes part of everyday life.

If you ever have an issue making an outbound call via our Yay.com desktop application, this FAQ guides you through a few different ways to troubleshoot and resolve any problems.  If you're yet to try our desktop app, you can download it from our website.

1. Check that the microphone/headset permissions are allowed on the PC, and in the browser too. 

• • To do this in Google Chrome -
    • • - Select the 3 dots in the top right-hand corner
      • - Select Privacy and Security
      • - Go to Site settings, before selecting "Microphone"
      • - Ensure that Yay.app is allowed here
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  • For Mac - 
    • • - Go to System Preferences
      • - Select Security and Privacy and then "Microphone Settings"
      • - Ensure that the Yay.com application is enabled
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  • For Windows PC
    • • - Open the Windows Settings
      • - Click on Privacy
      • - Select Microphone
      • - Ensure that Yay.com is enabled here.

2. Next check the settings within the Yay.com app.

• • • • - You can access the Yay.com app settings via the cog icon on the left-hand side of the screen, and then by selecting "Audio"
      • - Ensure that the volume is turned up to an appropriate level, as this can often be the problem if there is no audio. 
      • - Also, make sure that the microphone is selected. Regularly, if the app is left in the background for a sustained period of time, the microphone can sever the connection with the app. By reselecting the microphone, rather than leaving it on the "Default -" setting, this can establish a connection to the microphone and should work flawlessly. 
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3. Take a look at the local network / PC MTU size

In the majority of circumstances, the above troubleshooting efforts will resolve any desktop app issues you are experiencing. However, there are occasions where they do not work and this is down to the local network, or the computer making the calls.  This is linked to the MTU (Maximum Transmission Size) size of the computer. The MTU is a measurement in bytes of the data packets that are sent between internet-connected devices. We have another FAQ about MTU and VoIP in more detail here. If you think you are encountering the above issue, the steps below will help resolve this:

• - Open the command console in windows, by going to the bottom left and typing cmd - make sure you open as administrator.
• - You won’t be able to type in there, so you’ll need to copy and paste the below commands
• - Paste in the window “netsh interface ipv4 show subinterface”
• - Press Enter.
• - You will see a list of network interfaces. Look at the one which has the most data sent / received, as this will be the active connection. 
• - Paste in - netsh interface ipv4 set subinterface “Local Area Connection” mtu=1450 store=persistent - where “Local Area Connection” is the name of the connection. 
• - Press Enter.
• - Type “netsh interface ipv4 show subinterface” to check the result and ensure the MTU size has changed.
• - Reload the app and try to make a call again.
• - If this doesn’t work, try again but reducing the MTU size by 50 each time (1400, 1350 etc) down to 1200.