--- title: "Voxis troubleshooting — problems and step-by-step fixes" description: "Fixes for the problems Voxis users actually report: meeting mode, audio and translation, install, account and minutes. Follow the steps for your issue." url: https://voxislive.com/troubleshooting language: "en" source_html: https://voxislive.com/troubleshooting site: "Voxis — real-time voice translation" og_image: https://voxislive.com/assets/og.png generated_by: voxislive-markdown-pipeline --- [Home](https://voxislive.com/) · / · Troubleshooting TROUBLESHOOTING # Problems and how to fix them Problems users actually run into, with step-by-step fixes — distilled from support conversations and diagnostic logs. If what you need isn't here, the fastest route is the **Report a problem** button inside the app: the diagnostics travel with your report and usually point to the cause on their own. This page is a living record: every entry comes from a real support case, and the list is updated as the app evolves. Problems that simply went away with an update aren't listed here — they're in the [changelog](https://voxislive.com/changelog) — so making sure you're on the current version is always the first step. ## Meeting mode ### I get a "Windows is blocking microphone access for desktop apps — Meeting mode is running in LISTEN-ONLY mode" warning even though VB-CABLE is installed This warning doesn't mean the cable is missing — older versions of the app worded it as “no virtual audio cable found”. The cause is Windows blocking microphone access for desktop apps: when Voxis can't open the microphone, it can't set up the outgoing route to the cable either. You'll still hear the other side — the incoming direction doesn't use the microphone — only the translation of your own voice stops. 1. In Windows, open **Settings → Privacy & security → Microphone**. 2. Make sure the **Microphone access** switch is on. 3. Right below it, also turn on **Let desktop apps access your microphone**. 4. Restart Voxis and pick your **real microphone** in Voxis **Settings → Audio** — not "CABLE Output"; that end belongs to your meeting app. 5. In your meeting app (Zoom, Teams, Meet…), choose **CABLE Output (VB-Audio Virtual Cable)** as the microphone. If the problem persists, use the **Report a problem** button right after trying: from 1.0.65 on, the diagnostics carry the real cause — and when the blocker is a Windows privacy setting, the app now says so on screen too. ### In a meeting I can hear the other person, but Voxis translates nothing On some machines the sound reaches the speakers while Windows's audio-capture layer receives pure silence: you hear everything, Voxis hears nothing. This is a machine-specific driver condition, and Voxis is designed to detect it and route around it. 1. Make sure the app is up to date — Microsoft Store versions update themselves. Current versions notice this condition within about 20 seconds and switch to a backup capture method automatically; the switch shows up in the status line. 2. Confirm the meeting audio is playing through Windows's **default speaker**: the capture layer can't see sound going to a different device. 3. Open Voxis **Settings → Audio → Sound check** and check that the system-audio meter moves during the meeting. If the problem persists, use the **Report a problem** button right after trying: the audio-device map recorded at session start travels with the report and shows which device stayed silent. ### In a meeting, the other person can't hear my translated voice When a meeting starts, Voxis switches Windows's default microphone to the virtual cable — but some meeting apps remember a microphone once it's been chosen and keep listening to the old one even after the default changes. When that happens you hear the other side normally; only your translated voice never reaches the call. 1. Open your meeting app's (Zoom, Teams, Meet…) audio settings and choose **CABLE Output (VB-Audio Virtual Cable)** as the microphone — don't rely on "Default", pick the device by name. 2. In Voxis **Settings → Audio**, make sure your own **real microphone** is selected; "CABLE Output" should not be chosen there. 3. To verify, turn on **Listen to my translation** in Voxis's Meeting panel: you'll hear the outgoing translation in your own headphones as well. If the translation is in your headphones but not on the other side, the problem is the meeting app's microphone choice. 4. Before an important call, do a ~30-second test call with someone you know — any language pair will do; the only goal is confirming the other side hears Voxis's voice. If the problem persists, use the **Report a problem** button right after trying. ## Audio & translation ### In Video mode I'm speaking into my microphone, but no translation comes Video / Game mode translates **the sound coming out of your computer** — a video, a game, a stream, anything. With **Source** set to **System sound** it does not listen to your microphone; translating your own speech is Meeting mode's job. So if you talk into the microphone and wait for a translation, the app will eventually show a "no system audio" notice. One exception, and it is the useful one. If the sound you want translated comes from **another device** — a games console, a TV, a set-top box, a mixer, a radio — run a cable from it into this computer's line input, then on the Video / Game scene switch **Source** from *System sound* to *Input device* and pick that input. In that mode the app listens to an input device on purpose. Windows' own “Listen to this device” does not do this for you: on *System sound* the app still hears nothing. Full steps: [audio setup checklist](https://voxislive.com/docs/audio-setup-checklist). 1. Make sure the content you want translated is actually playing through your computer's speakers or headphones. 2. If you want your own voice translated for someone else, use **Meeting mode** — that's where the microphone comes in. 3. If content is playing and the app still says no audio is arriving, open Voxis **Settings → Audio → Sound check** and check that the system-audio meter moves. ### I pressed Start and nothing happens for a while Two natural waits stack on top of each other: establishing the connection usually takes a few seconds — up to half a minute at busy hours — and Voxis works like a simultaneous interpreter, so the translation runs a few seconds behind the speaker. The waiting indicator on screen tells you which stage you're in. 1. Don't close and restart the session while the indicator says it's connecting — every restart starts the wait over. 2. The first sentences arrive a few seconds after the speech; that's not a bug, it's the nature of simultaneous translation. After the first translation the flow settles on its own. 3. If there's a long stretch of total silence, the app shows a "no system audio" notice — if you see it, check the previous item: most likely nothing is actually playing. ### Names of people, companies and products come out misspelled General speech translates fine while proper names get mangled: recognition tries to map a rarely-heard name onto words it already knows. The app has a term list for exactly this — names you add to the list are spelled correctly in the translation. 1. In Voxis **Settings → Translation → Terms and proper names**, add the names that come up in your meetings or the content you watch, one per line. 2. If you have a long list, load it from a text file with **Import from file** — it merges with your existing list instead of overwriting it. 3. When you save, a running session picks the list up with a brief reconnect; there's nothing else you need to do. ## Install & startup ### The app opens to a black or blank screen (Windows 10) Voxis draws its interface with Windows's WebView2 component; on some Windows 10 machines that component is missing or clashes with the graphics driver. The steps below resolve nearly all of these cases — try them in order. 1. **Install the WebView2 Runtime.** Download and install the "Evergreen Bootstrapper" from [Microsoft's WebView2 page](https://developer.microsoft.com/microsoft-edge/webview2/). Then close Voxis completely — check Task Manager to make sure it isn't lingering in the background — and open it again. 2. **Update your graphics driver.** A black screen is most often a graphics-driver incompatibility (especially on Intel integrated graphics). Install the latest driver from Device Manager or from the manufacturer's site. 3. **If your display scaling is 150% or higher:** right-click the Voxis shortcut → **Properties → Compatibility** → check "Override high DPI scaling behavior" and choose **Application**. 4. If the problem persists, disable your antivirus **temporarily** and open the app again — if that turns out to be the blocker, a permanent exclusion is all you need. If none of that fixes it, write to us via the [contact page](https://voxislive.com/contact): with the screen black you can't reach the Report a problem button inside the app, so in this case that's the fastest route. ### The app won't open at all, or closes right after opening (Windows 10) On some Windows 10 machines that haven't been updated in a long time, a Microsoft system component the app needs (the Visual C++ runtime) can be missing. When that happens, the app closes before it can even show an error window. 1. **Run Windows Update**, install any pending updates, and restart the computer. 2. Install the app from the **Microsoft Store** — the Store version brings the required system components with it and keeps them current. 3. If the problem persists, install [Microsoft's current Visual C++ package](https://learn.microsoft.com/cpp/windows/latest-supported-vc-redist) (x64) and open the app again. If it still won't open, write to us via the [contact page](https://voxislive.com/contact) — since the app can't start, you can't reach its Report a problem button; including your Windows version in the message speeds things up. ### Translation keeps cutting out, and I see "reconnecting" Voxis uses a continuously open internet connection for translation. Some antivirus and security suites, and some VPNs, intermittently cut connections that stay open for a long time. Voxis notices the drop and reconnects on its own, but every drop leaves a gap of a few seconds. 1. If the drops are regular, add Voxis to your antivirus's **exclusion list**. 2. If you use a VPN, try a different server or a short run with the VPN off — if that changes things, the VPN is the source. 3. If you get frequent drops on Wi-Fi, a wired connection can make a difference too. If it keeps happening, use the **Report a problem** button — the timing and pattern of the drops show up in the diagnostics and let us tell the causes apart. ## Account & minutes ### I get a "this device's free tier belongs to another account" warning The free tier works on one account per device. If another account has already used the free tier on this computer, accounts created afterwards don't get free minutes — the app shows which account has it, with a masked email address. 1. Use the **Switch account** button in the warning to sign in to that first account — your remaining free minutes are there. 2. If you'd rather continue with the new account, buy a minute package: **purchased minutes are not affected by the device restriction** and never expire. ### On the free tier I get captions, but no voice in some languages This isn't a malfunction — it's a known limit of the free tier: the free tier **translates all 79 languages** and can **speak 35** of them out loud. When you pick a language without a voice, translation continues uninterrupted as captions. 1. In the language picker, the languages the free voice can't speak are marked — you can see it before choosing. 2. On paid plans, all 79 languages are voiced. ### When do my daily free minutes renew? Daily free minutes renew every day at midnight UTC. The counter in the app shows both how much is left today ("3 / 10 min today") and how long until the reset. Daily minutes don't carry over to the next day; purchased minutes, on the other hand, never expire. ### Why don't the daily free minutes work in Meeting mode? This is a deliberate limitation. The daily free minutes are specific to Video / Game mode: the free tier's local voice isn't natural enough to put in the other person's ear during a business call, and we don't want you speaking to someone through it. Meeting mode runs on the regular minutes in your account — including the 15-minute introduction you get at sign-up and any purchased minutes. ## Transcripts ### Where are my saved transcripts? Transcripts are saved to **Documents\Voxis\Transcripts**. Each session lives in its own folder: the transcript, the exports (TXT/SRT/VTT) and — if enabled — the audio recordings, all together in one place. 1. Open the **Translation history** panel in the app; the **Open folder** button next to each session takes you straight to the files. 2. You can change the save folder in the **Settings → Saving** tab. 3. Subtitle files you export land in the same session folder too — you can copy and archive a session as a single folder. ## Linux ### Voxis says the audio-record permission is not connected (Linux) Installing from the Snap Store connects the microphone permission for you, but an older snap install can be missing it. Run this once in a terminal, then press **Start** again: `sudo snap connect voxis:audio-record` ### In Meeting mode the other party hears my untranslated voice (Linux) Voxis creates a virtual microphone for the outgoing side of the call. In your conferencing app's audio settings, pick the microphone named **Monitor of Voxis\_Virtual\_Mic** — not your headset — so the other party hears the translated voice instead of your own. ## Keep reading [Features · Every VoxisLive feature in depth: driverless WASAPI capture, 79 languages, two-way meeting mode, live bilingual…](https://voxislive.com/features) · [Download · Get VoxisLive for Windows 10/11 from the Microsoft Store, for Linux with sudo snap install voxis, or add the Chrome/Edge extension…](https://voxislive.com/download) · [Changelog · Every Voxis release, version by version: what was fixed, what was added, in plain language. Updates arrive automatically through the Microsoft Store.](https://voxislive.com/changelog) Free to start · 10 free minutes every day ## Hear every language, in real time. Runs on Windows 10 and 11 and on Linux — driverless capture, no setup ritual, no bot in your call. [Get it on Microsoft Store](https://apps.microsoft.com/store/detail/9P5Z0KVS58RS?cid=DevShareMCLPCB) [Linux · Snap Store](https://snapcraft.io/voxis) [View on GitHub](https://github.com/VoxisLive/voxislive) ## Structured data (JSON-LD) ```json { "@context": "https://schema.org", "@graph": [ { "@type": "BreadcrumbList", "itemListElement": [ { "@type": "ListItem", "position": 1, "name": "Home", "item": "https://voxislive.com/" }, { "@type": "ListItem", "position": 2, "name": "Troubleshooting", "item": "https://voxislive.com/troubleshooting" } ] }, { "@type": "WebPage", "name": "Voxis troubleshooting — problems and step-by-step fixes", "url": "https://voxislive.com/troubleshooting", "description": "Fixes for the problems Voxis users actually report: meeting mode, audio and translation, install, account and minutes. Follow the steps for your issue.", "inLanguage": "en", "dateModified": "2026-08-23", "isPartOf": { "@type": "WebSite", "name": "VoxisLive", "url": "https://voxislive.com/" } }, { "@type": "FAQPage", "mainEntity": [ { "@type": "Question", "name": "I get a \"Windows is blocking microphone access for desktop apps — Meeting mode is running in LISTEN-ONLY mode\" warning even though VB-CABLE is installed", "acceptedAnswer": { "@type": "Answer", "text": "This warning doesn't mean the cable is missing (older versions worded it as “no virtual audio cable found”); the cause is Windows blocking microphone access for desktop apps. In Windows Settings → Privacy & security → Microphone, turn on both Microphone access and Let desktop apps access your microphone, restart Voxis and pick your real microphone in Voxis Settings → Audio (not CABLE Output), then choose CABLE Output (VB-Audio Virtual Cable) as the microphone in your meeting app. If the problem persists, use the Report a problem button in the app." } }, { "@type": "Question", "name": "In a meeting I can hear the other person, but Voxis translates nothing", "acceptedAnswer": { "@type": "Answer", "text": "On some machines the sound reaches the speakers while Windows's audio-capture layer receives pure silence — a machine-specific driver condition. Make sure the app is up to date: current versions notice this within about 20 seconds and switch to a backup capture method automatically. Confirm the meeting audio plays through Windows's default speaker and check the system-audio meter in Voxis Settings → Audio → Sound check. If the problem persists, use the Report a problem button." } }, { "@type": "Question", "name": "In a meeting, the other person can't hear my translated voice", "acceptedAnswer": { "@type": "Answer", "text": "Some meeting apps remember a microphone once it's been chosen and keep listening to the old one even after the Windows default changes. In your meeting app's audio settings, pick CABLE Output (VB-Audio Virtual Cable) as the microphone by name; in Voxis Settings → Audio, keep your own real microphone selected. To verify, turn on Voxis's Listen to my translation switch in the Meeting panel, and do a short test call before important meetings." } }, { "@type": "Question", "name": "In Video mode I'm speaking into my microphone, but no translation comes", "acceptedAnswer": { "@type": "Answer", "text": "Video / Game mode translates the sound coming out of your computer; it doesn't listen to your microphone. Make sure the content you want translated is actually playing on the computer. Translating your own voice for someone else is Meeting mode's job. If content is playing and the app still reports no audio, check the system-audio meter in Settings → Audio → Sound check." } }, { "@type": "Question", "name": "I pressed Start and nothing happens for a while", "acceptedAnswer": { "@type": "Answer", "text": "Establishing the connection usually takes a few seconds — up to half a minute at busy hours — and Voxis works like a simultaneous interpreter, so the translation runs a few seconds behind the speaker. The waiting indicator shows which stage you're in; don't restart the session while it's connecting, and after the first translation the flow settles on its own." } }, { "@type": "Question", "name": "Names of people, companies and products come out misspelled", "acceptedAnswer": { "@type": "Answer", "text": "In Settings → Translation → Terms and proper names, add the names that come up in your content, one per line — added names are spelled correctly in the translation. Long lists can be imported from a text file (merged with your existing list). When you save, a running session picks the list up with a brief reconnect." } }, { "@type": "Question", "name": "The app opens to a black or blank screen (Windows 10)", "acceptedAnswer": { "@type": "Answer", "text": "Voxis draws its interface with Windows's WebView2 component; on some Windows 10 machines it's missing or clashes with the graphics driver. Try in order: install the WebView2 Runtime from Microsoft's site, then fully close and reopen Voxis; update your graphics driver; if display scaling is 150% or higher, use the shortcut's Properties → Compatibility to override high DPI scaling behavior and choose Application; if the problem persists, temporarily disable your antivirus and try again. If none of that fixes it, write to us via the contact page." } }, { "@type": "Question", "name": "The app won't open at all, or closes right after opening (Windows 10)", "acceptedAnswer": { "@type": "Answer", "text": "On some long-unupdated Windows 10 machines the Visual C++ runtime the app needs can be missing. Run Windows Update and restart; install the app from the Microsoft Store (it brings the required components with it); if the problem persists, install Microsoft's current Visual C++ package (x64). If it still won't open, write to us via the contact page." } }, { "@type": "Question", "name": "Translation keeps cutting out, and I see \"reconnecting\"", "acceptedAnswer": { "@type": "Answer", "text": "Some antivirus suites and VPNs intermittently cut connections that stay open for a long time; Voxis reconnects on its own, but every drop leaves a gap of a few seconds. Add Voxis to your antivirus exclusions, and if you use a VPN, try a different server or a run with the VPN off. If it keeps happening, use the Report a problem button." } }, { "@type": "Question", "name": "I get a \"this device's free tier belongs to another account\" warning", "acceptedAnswer": { "@type": "Answer", "text": "The free tier works on one account per device; if another account already used the free tier on this computer, new accounts don't get free minutes. Use the Switch account button in the warning to sign in to the first account, or buy a minute package to continue with the new one — purchased minutes are not affected by the device restriction and never expire." } }, { "@type": "Question", "name": "On the free tier I get captions, but no voice in some languages", "acceptedAnswer": { "@type": "Answer", "text": "This isn't a malfunction: the free tier translates all 79 languages and can speak 35 of them out loud. In a language without a voice, translation continues as captions; those languages are marked in the language picker. On paid plans, all 79 languages are voiced." } }, { "@type": "Question", "name": "When do my daily free minutes renew?", "acceptedAnswer": { "@type": "Answer", "text": "They renew every day at midnight UTC. The counter in the app shows both what's left today and how long until the reset. Daily minutes don't carry over to the next day; purchased minutes never expire." } }, { "@type": "Question", "name": "Why don't the daily free minutes work in Meeting mode?", "acceptedAnswer": { "@type": "Answer", "text": "It's a deliberate limitation: the daily free minutes are specific to Video / Game mode, because the free tier's local voice isn't natural enough to put in the other person's ear during a business call. Meeting mode runs on the regular minutes in your account — including the 15-minute introduction at sign-up and any purchased minutes." } }, { "@type": "Question", "name": "Where are my saved transcripts?", "acceptedAnswer": { "@type": "Answer", "text": "Transcripts are saved to Documents\\Voxis\\Transcripts; each session lives in its own folder together with its exports and, if enabled, its audio recordings. In the app's Translation history panel, the Open folder button next to each session takes you straight to the files; the save folder can be changed in the Settings → Saving tab." } }, { "@type": "Question", "name": "Voxis says the audio-record permission is not connected (Linux)", "acceptedAnswer": { "@type": "Answer", "text": "Installing from the Snap Store connects the microphone permission for you, but an older snap install can be missing it. Run sudo snap connect voxis:audio-record once in a terminal, then press Start again." } }, { "@type": "Question", "name": "In Meeting mode the other party hears my untranslated voice (Linux)", "acceptedAnswer": { "@type": "Answer", "text": "Voxis creates a virtual microphone for the outgoing side of the call. In the conferencing app's audio settings, pick the microphone named \"Monitor of Voxis_Virtual_Mic\" rather than your headset, so the other party hears the translated voice instead of your own." } } ] } ] } ```