If you can't get Skype to work properly, you can follow a variety of troubleshooting steps to see what the problem is and get it back up and running.
There might be a problem with the microphone, or there might be a problem with your audio settings so you can't hear other people, or they can't hear you. Or, you might be unable to log into Skype because you forgot your password. However, another reason could be that your external speakers or microphone are no longer working and you need to purchase new hardware. Maybe Skype can't connect because there's a problem with the service itself.
Regardless of the problem, there are really only a handful of things worth trying, and I've outlined these below.
Even if you've already performed some of these steps, follow them again in the order you see here. I'll give you the simplest and most likely solution first.
If you're having trouble making HD video calls with Skype, there are a number of other factors that can resolve the issue.
If you can't log into Skype, reset your password. Visit Microsoft's Recover your account page to step-by-step reset your Skype password, or use our step-by-step guide to reset your Microsoft account password (it's the same account).
Enter the email address you used when you first signed up, then follow the instructions to learn how to get a new password and log in again to start making video and audio calls again.
If you wish, you can create a new Skype account.
See if others are having problems with Skype. If it's not a problem you need to solve, there's nothing you can do to fix it. Sometimes something goes wrong on the Skype side and all you can do is wait.
The best way to check if Skype is down or if its messaging service is experiencing problems is to check the Skype status. This page will tell you if there's a problem with just the Skype-to-Skype call, the login process, or something else.
Another step you can take to resolve the issue is to check the status of Skype on the Downtime Detector to see if other users are reporting that it's down or having other connection issues.
If either website is showing problems, it most likely means you're not the only one who can't use Skype. Just wait an hour or so and try again.
Make sure it's not a network issue. Skype won't work without an internet connection. This is true if you use it from any device (be it the web, your phone, your computer, etc.).
If you can't open the website in step 1 or nothing else works, your entire network may not be working properly. Try restarting your router or following our troubleshooting steps for Wi-Fi issues.
If other websites are working fine, the reason why Skype can't make calls or drops calls may be related to bandwidth usage. If there are multiple people on your network using the Internet at the same time, pause or stop activity on those devices and see if Skype starts working again.
If you can't hear other callers, double-check that other audio sources (such as YouTube videos) are working as you expect. Just open any video out there and see if you can hear it.
If you get a playback error in Skype (but not YouTube, etc.) and you can't hear the other person you're talking to, or they can't hear you, you need to check if the program has access to your speakers and microphone.
If you're using Skype on your computer, open it and hit the Alt key so you can see the main menu. Then, go to Tools > Audio & Video Settings .
- Once the setting is turned on, pay attention to the volume area below the microphone . As you speak, you should see the bar light up.
- If your microphone doesn't work with Skype, select the menu next to "Microphone" to see if there are other options; you may have selected the wrong device.
- If nothing else is available, make sure the microphone is plugged in, powered on (if it has a power switch), and has batteries (if wireless). Finally, unplug the microphone and reconnect it.
- To check the sound in Skype to make sure it's using the correct speakers, select Test Audio under the Speakers option. You should hear sound in your headphones or speakers.
- If you don't hear anything when you play the sample sounds, make sure your speakers or headphones are turned to maximum volume (some headphones have physical volume buttons) and that the on-screen setting is 10 .
- If the volume is OK, double-check the menu next to the speaker to see if there are other options to choose from, and try the sample sound again.
If you use Skype on a tablet or phone, your speakers and microphone are built into the device and cannot be adjusted manually. However, Skype still requires the appropriate permissions to use your microphone, and without those permissions, no one will be able to hear what you say through it.
If you're using an iPhone or iPad, do the following:
- Go into the Settings app.
- Scroll all the way down to Skype and click on it.
- Make sure the Microphone option is turned on (the bubble is green) so that Skype can access your device's microphone. If the button on the right isn't already green, just click on it.
Android devices can give Skype access to the microphone as follows:
- Open Settings , then Apps .
- Find and open Skype , then turn on permissions .
- Tap Microphone and select Allow only when using app .
Problems with how Skype accesses your camera may be why the person you're talking to can't see your video.
If Skype Video doesn't work on your computer, open Skype's video settings via the Tools > Audio & Video Settings menu item (press the Alt key if you don't see the menu).
If your webcam is set up correctly, you should see the image in the box. If you don't see live video of yourself on camera, here are some tips:
- If the webcam is an external camera, try unplugging and reconnecting the webcam.
- Make sure nothing is blocking the camera.
- If you have multiple cameras, use the menu to the right of the Cameras area in Settings to select a different camera.
If Skype Video isn't working on your iPad, iPhone, or other iOS device, go into the Settings app and find Skype from the list, then turn on Camera Access if it's not already turned on.
If you're using an Android device, launch the Settings app and find Apps . Click Skype from the list and select Permissions . Select camera viewing permissions; you will need to select Allow only while using the app .
If your device still doesn't let you use video in Skype, remember that it's very easy to switch between the front and rear cameras. If your phone is on a table, or you're holding it in a certain way, it can completely obscure the video and make it look like the camera isn't working.
Try tapping the little camera toggle button to switch between the front and back cameras during a call. If you are not on a call right now, you can use the Camera option to test the video from your device.
Now that you have ensured that the hardware is turned on and enabled in Skype, you are ready to make a test audio call.
A test call will verify that you can hear through the speakers and speak into the microphone. You will hear the test service speak to you and then have the opportunity to record a message that can be played back to you.
If you do not hear sound during the sound test, or your recording does not play back to you and you are informed that there is a problem with the recording device, please repeat the above steps to ensure that the hardware is working correctly and is set up correctly.
Otherwise, continue to step 7 below for some other options.
You can also use the Echo/Sound Test Service contact to make a test video call, but this really just shows you a video of yourself during the audio call. This is another way to test Skype video calls.
If Skype still doesn't work after trying all these troubleshooting steps, and it's definitely not an issue with the service itself (Step 2), then completely delete the app and re-download Skype.
When you remove and reinstall Skype, you essentially reset the program and all of its connections to your camera and microphone, which should fix any issues. You'll also get the latest version available, which resolves whatever issue is causing the problem in the first place. However, you may need to perform the above steps again to ensure that the new connection is set up correctly.
If you are able to use Skype from the web version but not from the desktop version, you should definitely update to the latest version of Skype. If the webcam and microphone are working fine in your web browser, there is an issue with the offline version and will need to be resolved by reinstalling.
At this point, you've verified that all Skype-related settings are set up correctly, so it's time to move beyond the program and onto your actual computer and other hardware.
Specifically, if you're using Skype on Windows, check the device drivers for your webcam and sound card. If there's a problem with any of these, your camera and/or sound won't work anywhere, including Skype, and you may need to update your drivers.
If your microphone ends up not working, try testing it with an online microphone test. If it doesn't let you talk there either, then your microphone may not be working anymore.
Assuming it's an external microphone, it would be a good idea to replace the microphone at this point. If not, you can always add one.
If you can't hear audio elsewhere (such as a website or system sounds) and the speakers are plugged in (if external) and the sound card driver has been updated, check to see if the operating system is blocking the sound.
You can do this in Windows by selecting the low volume icon next to the clock; for testing purposes, turn the volume up to maximum and try using Skype again.
If you're on a mobile device, open the Skype app and use the volume buttons on the side to make sure the volume on your phone or tablet is turned up to maximum.
If you've followed everything on this page and found that the test call worked fine and you can see your video, there's a small chance that any existing Skype issues are your responsibility. Ask others to follow these steps as this is most likely an issue on their side now.
