What to Do When Skype Isn't Working - 2019

If you can't make Skype work, there are several troubleshooting steps you can follow to see what the problem is and to get things up and to run again. Maybe there's a microphone problem or an issue with your audio settings, and you can't hear the other person, or they can't hear you. Or maybe you can't log in to Skype because you've forgotten your password.

Still, another reason could be that your external speakers or microphone are no longer working, and you need to get new hardware. Maybe Skype won't connect or you need some skype credit in your account. Regardless of the problem, there are really only a handful of worthwhile things to try, which we've outlined below.

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1. Reset Your Password If You Can't Log In to Skype

Having problems logging in to Skype? Visit Microsoft's Recover Your Account to walk through resetting your Skype password.

Enter the email address you used when you first signed up with Skype and then follow the directions there to learn how to get a new password and log back in to start making video and audio calls again.

If you need a new Skype account, you can make one through the Create account page.

2. See If Others Have Troubles with Skype Too

It isn't much you can do to fix Skype if it's not your problem to fix. Sometimes things go wrong on Skype's end, and the only thing you can do is wait it out. The best way to check if Skype is down or if it's experiencing some issues with its messaging service is to check Skype Status/Heartbeat.

If there's a problem with Skype, it's going to be affecting all platforms, be it on the web, your mobile device, your laptop, Xbox, etc.

Something else you can do to troubleshoot a Skype problem is to check the Down Detector to see if other Skype users are reporting that Skype is down or having some other connection problem.

If either website shows a problem, it most likely means that you're not the only one that can't use Skype. Just wait an hour or so and try again.

3. Make Sure It's Not a Network Problem

Skype won't work if you don't have a network connection. This is true if you're using Skype from any device, be it on the web, your phone, computer, etc. If you can't open the websites from Step 1 or nothing else works, then your whole network is probably not working. Try restarting your router or following our troubleshooting steps for Wi-Fi issues.

If other websites are working normally, the reason Skype can't make calls or why it's experiencing dropped calls could be related to bandwidth usage. If there are multiple other people on your network that are using the internet at the same time, pause or stop the activity on those devices and then see if Skype starts working again.

4. Check Skype's Audio Settings and Permissions

If you can't hear the other caller(s) when on Skype, double-check that other sources of audio, like a YouTube video, works as you'd expect. Just open any video there to see if you can hear it.

If there's a playback error in Skype specifically (and not on YouTube, etc.) and you can't hear the other person you're Skyping with, or they can't hear you, you need to check that Skype has access to your speakers and microphone.

5. Check Skype's Video Settings and Permissions

Problems with how Skype accesses the camera might be the reason the person you're Skyping with can't see your video. If the Skype video isn't working on your computer, open Skype's video settings through the Tools > Audio & Video Settings menu item (hit the Alt key if you don't see the menu).

You should see an image in that box if your webcam is properly set up. If you don't see live video of yourself in front of the camera, take note of these tips:

1. Try unplugging and then reattaching the webcam if it's an external one.
2. Make sure that there's nothing physically blocking the camera.
3. Use the menu to the right of the Camera area in the settings to choose a different camera if you have more than one.

6. Make a Test Call in Skype

Now that you've made sure that the hardware is turned on and enabled in Skype, it's time to make a test audio call. The test call will verify that you can hear through the speakers as well as speak through the microphone. You'll hear the test service speak to you and then be allowed to record a message that can be played back to you.

You can make a test call from your mobile device or computer by calling the Echo / Sound Test Service. Search for the username echo123 if you don't already see it in your contacts.

On the desktop version of Skype, go to File > New Call and select the Echo entry from the list of contacts. The same is true for mobile devices; use the Calls menu to find and tap that contact.

If you can't hear the voice during the sound test, or your recording doesn't get played back to you, and you're told that there's a problem with the audio recording device, repeat the steps above to make sure the hardware is working properly and set up correctly.

7. Advanced Skype Troubleshooting Steps

If, after trying the above troubleshooting steps, you still can't make Skype work and it's definitely not a problem with the Skype service, try removing the app or program and then reinstalling it.

When you remove Skype and then install the latest version, you're basically resetting the program and all of its connections with your camera and microphone, which should resolve any issues. However, you might then have to follow the steps outlined above once more to make sure the new connections are set up properly.

You should grab the freshest copy of Skype if you can use Skype generally through the web version but not the desktop version. If the webcam and mic work through your web browser just fine, then there's a problem with the offline version that needs to be taken care of through a reinstall.