FAQs - Remote Audio Questions

Remote audio is supported from Windows XP, Vista or 7 host computers. To listen to remote audio, the remote computer must have Windows XP or later installed. Remote audio is not supported from Pocket PCs or from the Java applet viewer. 

If you cannot hear any sound from the host computer, please ensure the following:

• You are using version 6.1 or higher of I'm Intouch - right click on the I'm InTouch green satellite icon in the system tray of the computer you installed I'm InTouch on and select About I'm InTouch. Make sure the version number is at least V6.1. You can hear sound from the client computer (the computer you are currently at).
• During the remote control session, click on the audio icon on the far right of the I'm InTouch toolbar and ensure Mute is not checked.
• You have the latest drivers installed for your sound card.
• I'm InTouch automatically mutes sound on the host computer when remote audio is enabled. In rare cases, this may cause the audio to be muted on the remote computer as well. To fix this:
  1. Double-click the green satellite in the system tray of the host computer.
  2. Click the User Information tab on the left, click the Access Rights button, and click Settings.
  3. Uncheck the box next to "Mute the host computer speakers during the remote session" and click OK
• I'm InTouch may not have automatically detected the correct input device. To set it manually:
  1. Double-click the green satellite in the system tray of the host computer.
  2. Click the User Information tab on the left, click the Access Rights button, and click Settings.
  3. Ensure the correct sound input device is selected from the list and click OK. The name of the input device will vary based on your system's sound card.

Currently, remote audio only works for the first user to login.  

This error message is a result of the client computer (the computer you are at) not having the correct codec installed to playback the remote audio. To fix this, upgrade the Windows Media Player on the client computer to version 7 or higher which will install the needed codecs on your system. Updated versions of Windows Media Player are available here.