Fix installation and audio driver problems

Identify the exact symptom

Installation problems can look like call-routing problems, but they require different fixes. Begin by locating the first missing component instead of reinstalling everything immediately. A clean baseline makes every later quality decision more reliable. Start with one controlled change so the responsible microphone, playback device, or processing stage stays identifiable.

Know what a healthy installation looks like

Connect installs two virtual audio paths. The setup screen checks both before opening the main application. Record the working device names and settings so the same result can be reproduced on the next call. A clean baseline makes every later quality decision more reliable. Start with one controlled change so the responsible microphone, playback device, or processing stage stays identifiable.

If both virtual devices pass the startup check, Connect skips the driver screen automatically. That is the clearest confirmation that installation completed.

Complete the driver setup correctly

The installer must finish both virtual-device operations. Closing a permission window or reopening the calling app too early can leave only half of the audio route available. Record the working device names and settings so the same result can be reproduced on the next call.

• Close Zoom, Teams, Discord, browser calling tabs, and any audio-control utility so they release the device list.
• Open Connect. If the Audio driver setup screen appears, select Install audio drivers.
• Approve every Windows authorization prompt. Two virtual cables are installed, so more than one prompt may appear.
• Wait until both status rows change from waiting to complete. Do not close Connect while an installer is active.
• Let Connect continue to the main screen, then reopen the calling app so it refreshes its microphone and speaker lists.

Perform a clean driver recovery

Use this only when setup keeps repeating, one device never appears, or device names remain incorrect after another installation attempt. Record the working device names and settings so the same result can be reproduced on the next call. A clean baseline makes every later quality decision more reliable.

• In Connect, open the profile menu and go to the profile/settings page.
• Scroll to Danger Zone and choose Uninstall Audio Drivers.
• Select Uninstall & Restart, then approve each Windows prompt.
• Connect restarts in a clean state. Choose Install audio drivers and approve the new installation prompts.
• Reopen your calling app and select the required Connect device for the translation direction you use.

Restore routing after installation

Once both devices are installed, place each device in the application that owns that part of the signal path. The correct combination depends on the selected translation direction. Start with one controlled change so the responsible microphone, playback device, or processing stage stays identifiable. Compare the result in Connect and in the calling application before adjusting another part of the signal path.

Inside Connect itself, keep your physical headset selected. The virtual devices belong in the calling app; selecting them as the physical devices inside Connect can create a loop or silence.

Check secure network access

If installation succeeds but Connect cannot load account data or begin a service session, verify that the computer can establish an HTTPS connection. This test checks TCP port 443; it does not expose account information. Change one variable at a time, then repeat the same phrase and observe whether timing becomes more consistent.

Test-NetConnection www.belora-connect.com -Port 443

Look for TcpTestSucceeded: True. A failed result may indicate a firewall, proxy, DNS, VPN, or security-filtering rule. Ask your network administrator to compare the result on the affected network and a known-good connection.

Collect useful evidence before contacting support

If recovery still fails, include: A clean baseline makes every later quality decision more reliable. Start with one controlled change so the responsible microphone, playback device, or processing stage stays identifiable. Compare the result in Connect and in the calling application before adjusting another part of the signal path.

• Your Connect version and Windows version.
• Which status fails:
  • System Microphone Connect Mic, or
  • System Speaker Connect Speaker.
• Whether a Windows prompt was cancelled or returned an error.
• The exact device names visible in Windows Sound settings and in your calling app.
• Whether the issue affects every calling app or only one.

Frequently asked questions

These answers cover the decisions that most often cause repeated installation attempts or incomplete recovery. If the result remains unclear, record the exact behavior and the conditions under which it occurs. This keeps troubleshooting focused and gives support enough context to reproduce the problem. Begin with the answer that most closely matches the symptom or decision in front of you.