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I have tried to skype a friend in The Ukraine. There is no…

Customer Question
I have tried...

I have tried to skype a friend in The Ukraine. There is no voice-no audio. We have been skyping for 4 years with no problems. We both have Mac laptop computers. I did restart the computer but still have the problem.

Technician's Assistant: Just to clarify, what's the model of your Mac, and what operating system are you running?

I have the 10.11.6 OS X el captain. I am not sure what you mean when you ask the version. I don't know the model and the version of the other mac

Technician's Assistant: Have you installed any updates recently?

I think so but I did delete malware.

Submitted: 8 months ago.Category: Mac
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9/23/2017
Mac Support Specialist: Josh, Mac Support replied 8 months ago
Josh
Josh, Mac Support
Category: Mac
Satisfied Customers: 21,826
Experience: 5 years as Network Admin, 10+ years of IT support
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Hi! My name is ***** ***** I will be assisting you. Let's get started!

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Mac Support Specialist: Josh, Mac Support replied 8 months ago

Open Skype

In the Menu bar at the top, click on Skype then Check for Updates

Did you see any updates available?

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Customer reply replied 8 months ago
no Is there a fee to securely connect my device. Friend in Ukraine can hear me
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Yes, there is a fee to connect which is an additional fee to our service but optional.

Is the issue that you cannot hear them?

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Customer reply replied 8 months ago
Please give me information how to fix myself
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Is the issue that you cannot hear them?

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Customer reply replied 8 months ago
I can't hear her but can see her.
Mac Support Specialist: Josh, Mac Support replied 8 months ago

If you can't hear her then it is likely that the issue is on her end and not yours.

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Customer reply replied 8 months ago
She can hear me.
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Correct -- If you cannot hear her then the issue is on her end with her microphone.

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Customer reply replied 8 months ago
You do not think it has to do with anything on my end. I did go to the mac store because mac was running slowly and they did something to fix it.
Mac Support Specialist: Josh, Mac Support replied 8 months ago

No, if you cannot hear her then it is likely an issue on her end. Think of it this way, if you cannot hear it then it is likely muted on her end; similar to a phone call.

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Customer reply replied 8 months ago
I shall ask her to skype her sister in the Ukraine to see if it is her problem. How does she fix her microphone? her microphone is not muted. Can she check something on her end?
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Ask her to Skype someone else and see if they have the same issue

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Customer reply replied 8 months ago
I will. if there is still a problem can she fix it herself?
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Yes, she will need to check her settings if it is muted on her end.

It could be a muted setting or an issue with her microphone.

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Customer reply replied 8 months ago
If there is a problem with the microphone does she need to contact apple?
Mac Support Specialist: Josh, Mac Support replied 8 months ago

If it is an issue with the physical microphone then yes.

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Customer reply replied 8 months ago
Thanks for everything. I'll end now. You were great and I recommend you highly.
Mac Support Specialist: Josh, Mac Support replied 8 months ago

Thank you for the kind words.

Please use the star rating at the top to rate our session as 5 stars and press Submit

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