Drawing on straws here but: The sound-file used for incoming messages
("message-new-instant.ogg") is extremely quiet (too quiet for my taste
at least). Even with alert volume at maximum I can barely hear it.
Maybe that's the same with you. So maybe try to use a sound-file, that's
louder?
The aforementioned "message.ogg" is only used for outgoing messages. I'm
not sure any more which of my first posted steps fixed it for me.
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[lucid] empathy does not make any sounds when set to
https://bugs.launchpad.net/bugs/559532
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