Skype Help

    All products

    Troubleshooting issues with Skype call quality

    Back to search results

    Having problems with your Skype calls? Your internet connection – or your friend’s – is the most likely culprit. A poor internet connection can cause dropped calls, delays, and poor quality audio and video. You will also see the Call Quality indicator when there is an issue. The following tips should help.

    1. Check the Skype Status page.
      The site will tell you if there are any reported issues.

    2. Make sure you meet the minimum system requirements and are using the latest version of Skype.
      We're always improving call quality, so for best performance, make sure that you and the person you're calling meet the minimum system requirements and are using the latest version of Skype.

    3. Check your computer and internet connection.
      A bad connection can cause dropped calls, blocky or frozen video, and poor sound. If you are having a bad connection, you may receive a notification saying Poor network connection.

      Here's a few other things that might affect your call quality:

      • Make sure you have a strong WiFi signal, or if possible, use a wired connection.

      • If the internet connection degrades during the call, Skype may turn off one or more video streams in group calls. Once the internet connection recovers, Skype will automatically turn the video back on.

      • If you're having connections issues in Windows, you can follow the troubleshooting steps in Why can't I get online.

      • Close any applications that could be interfering with your call. File sharing applications, streaming audio or video, or even just having a browser open are all things that can eat up bandwidth.

      • If you're using Skype on a laptop and you're in power-saving mode, try plugging the laptop into AC power or switching it to maximum performance mode.

    First, make sure you and the person you're calling install the latest version of Skype, check that you have a good connection, and close any applications that might be interfering with your call. If that doesn't work, there might be a problem with your hardware.

    Here are a few steps you can try: 

    • Check your microphone, speakers or headphones. Make sure they are plugged in and not muted.
    • Check your camera. Make sure your camera is on, pointing towards you and there’s nothing obstructing it.
    • Make a free test call in Skype. The test call prompts you to record a message, and then plays it back for you – it’s the easiest way to see if there’s an issue with your audio settings. How to make a test call.
    • Do you hear the echo of your own voice? The problem may be with the device of the person you're calling. Ask them to turn down their playback volume.
    • Check your audio. Try playing a song or using another application with sound and test your volume. If you can hear it, the problem may be with the other person on the call - ask them to follow these steps too.
    • Check the manufacturer’s website. With so many brands and devices, there may be several reasons why something may not work. Each brand is different, so it’s always a good idea to check the manufacturer’s website for user guides or troubleshooting help.

    First, make sure you and the person you're calling install the latest version of Skype, check that you have a good connection, and close any applications that might be interfering with your call. If that doesn't work, there might be a problem with your hardware.

    Here are a few steps you can try: 

    • Check your microphone, speakers or headphones. Make sure they are plugged in and not muted.
    • Check your camera. Make sure your camera is on, pointing towards you and there’s nothing obstructing it. From within Skype on desktop, go to your profile picture > Audio & Video Settings > Under Video, check to see if your video is showing a preview for your camera. 
      Note: For Skype for Windows 10 users, make sure your webcam meets the minimum requirements for Windows Store apps.
    • Make a free test call in Skype. The test call prompts you to record a message and then plays it back for you - it's the easiest way to see if there's an issue with your audio settings. From within Skype on desktop, click on your profile picture > Audio & Video Settings > Make a free test call.
    • Do you hear the echo of your own voice? The problem may be with the device of the person you're calling. Ask them to turn down their playback volume.
    • Close any application that may use your webcam. Skype may not be able to access your webcam if another app is using it.
    • Check your audio. Try playing a song or using another application with sound and test your volume. If you can hear it, the problem may be with the other person on the call - ask them to follow these steps too.
    • Check the manufacturer’s website. With so many brands and devices, there may be several reasons why something may not work. Each brand is different, so it’s always a good idea to check the manufacturer’s website for user guides or troubleshooting help

    Was this article helpful?

    Yes No

    Please let us know why we couldn't help you today

    Important : Do not enter any personal information (such as your Skype Name, email address, Microsoft account, password, or real name or phone number) in the field above.

    No emergency calls with Skype
    Skype is not a replacement for your telephone and can't be used for emergency calling