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Troubleshooting from BlackBerry - Audio

Low volume

Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.

Try to duplicate the customer’s issue

Play a ring tone. While the ring tone is playing, change volume and audio settings to make sure the audio is functioning. Use the audio keys on the side of the BlackBerry® smartphone to raise and lower the volume. Attempt a test call to check that the volume settings are functional.

Check audio settings

Check the volume settings for ring tones and notifications and adjust as necessary.

You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:

For BlackBerry® Device Software 4.5 to 5.0

  • In the phone application, press the Menu key.
  • Click Options.
  • Click General Options.
  • Change the Default Call Volume field.
  • Press the Menu key.
  • Click Save.

For BlackBerry Device Software 6.0

  • In the phone application, press the Menu key.
  • Click Options.
  • Click In-call Settings.
  • Change the Default Call Volume field.
  • Press the Menu key.
  • Click Save.


Test any accessories

If your use an accessory when you experience the audio issue, remove the accessory, and then test the BlackBerry smartphone volume settings. Accessories might include one of the following:

  • Wired headset
  • Bluetooth headset
  • Hands-free Bluetooth car kit

If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, refer to the manufacturer for further technical support.

Visually inspect the BlackBerry smartphone for indications of customer misuse or physical damage

Here are some common examples of physical damage:

  • Cracked  or scratched screen
  • Signs of potential liquid damage, such as the following:
  • An active liquid damage indicator in the battery compartment or near the trackball
  • Sticky residue around the battery
  • Green or white corrosion around the battery
  • A foggy screen
  • Missing keys
  • Missing trackball or trackpad
  • Cracked housing
  • Missing SIM card door or bent pins in the SIM card tray
  • Cracked camera lens
  • Bent pins or debris on the USB port
  • Loose USB port (USB cannot connect tightly)


Perform a hard reset

A hard reset is similar to restarting a computer that stops responding. A hard reset closes all running BlackBerry applications, restarts the BlackBerry smartphone operating system, and restarts the hardware components of the BlackBerry smartphone, including the wireless transceiver.

Note: A hard reset does not delete any settings or data on the BlackBerry smartphone.

To perform a hard reset, complete the following steps:

  • Turn the BlackBerry smartphone off.
  • Remove the battery.
  • Reinsert the battery.
  • Wait for the BlackBerry smartphone to turn on.


Note: If the issue returns after performing a hard reset, the you should contact technical support for further investigation.

Update the BlackBerry Device Software

Yous can download the latest version of Blackberry Device Software from www.blackberry.com/update. Follow the instructions on the screen to download the latest version currently available from your wireless service provider.

No volume

Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.

Confirm that ring tone and volume settings are active

Confirm that the BlackBerry smartphone audio settings are not set to Silent, All Alerts Off, or Vibrate Only.  To confirm audio settings, complete the following steps:

  • From the Home screen, click the Sounds icon (this may also be called the Profiles icon).
  • Select the Normal profile.
  • Change the volume settings and make sure that the volume is set to higher volume.
  • Press the Menu key and click Save.

Make sure that Do not disturb is disabled

Verify that Do not disturb is disabled.

  • From the main screen, select Sounds (or Profiles).
  • Select Advanced.
  • Select Active.
  • Select Phone.
  • Make sure that Do not disturb is set to No.

Test any accessories

If you are using an accessory when you experience the audio issue, remove the accessory, and then test the BlackBerry smartphone volume settings. Accessories might include one of the following:

  • Wired headset
  • Bluetooth® headset
  • Hands-free Bluetooth car kit

If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, refer to the manufacturer for further technical support.

Visually inspect the BlackBerry smartphone for indications of customer misuse or physical damage

If you uncover physical damage, follow your wireless service provider’s policies to service or return the BlackBerry smartphone.

Perform a hard reset

A hard reset is similar to restarting a computer that stops responding. A hard reset closes all running BlackBerry applications, restarts the BlackBerry smartphone operating system, and restarts the hardware components of the BlackBerry smartphone, including the wireless transceiver.

Note: A hard reset does not delete any settings or data on the BlackBerry smartphone.

To perform a hard reset, complete the following steps:

  • Turn the BlackBerry smartphone off.
  • Remove the battery.
  • Reinsert the battery.
  • Wait for the BlackBerry smartphone to turn on.


Note: If the customer reports that the issue returns after performing a hard reset, the customer should be directed to technical support for further investigation.

Update the BlackBerry Device Software

You can download the latest version of Blackberry Device Software from www.blackberry.com/update. Follow the instructions on the screen to download the latest version currently available from your wireless service provider

Speaker not working

Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.

While the ring tone is playing, change volume and audio settings to make sure the speaker is functioning. Use the audio keys on the side of the BlackBerry smartphone to raise and lower the volume.

Check audio settings

Check the volume settings and adjust as necessary.  You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:

For BlackBerry Device Software 4.5 to 5.0

  • In the phone application, press the Menu key.
  • Click Options.
  • Click General Options.
  • Change the Default Call Volume field.
  • Press the Menu key.
  • Click Save.

For BlackBerry Device Software 6.0

  • In the phone application, press the Menu key.
  • Click Options.
  • Click In-call Settings.
  • Change the Default Call Volume field.
  • Press the Menu key.
  • Click Save.

Test any accessories

If you are using an accessory when you experienc the audio issue, remove the accessory, and then test the BlackBerry smartphone speaker. Accessories might include one of the following:

  • Wired headset
  • Bluetooth headset
  • Hands-free Bluetooth car kit

If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, refer to the manufacturer for further technical support.

Perform a hard reset

A hard reset is similar to restarting a computer that stops responding. A hard reset closes all running BlackBerry applications, restarts the BlackBerry smartphone operating system, and restarts the hardware components of the BlackBerry smartphone, including the wireless transceiver.

Note: A hard reset does not delete any settings or data on the BlackBerry smartphone.

To perform a hard reset, complete the following steps:

  • Turn the BlackBerry smartphone off.
  • Remove the battery.
  • Reinsert the battery.
  • Wait for the BlackBerry smartphone to turn on.


Note: If issue returns after performing a hard reset, the refer to technical support for further investigation.

Update the BlackBerry Device Software

You can download the latest version of Blackberry Device Software from www.blackberry.com/update. Follow the instructions on the screen to download the latest version currently available from your wireless service provider.

If the problem persists, follow your wireless service provider’s procedures to service or return the BlackBerry smartphone.

One way audio – I can’t hear caller or they can’t hear me


Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.


While the ring tone is playing, change volume and audio settings to make sure the speaker and microphone are functioning. Make a phone call using the BlackBerry smartphone and test the ability to hear the caller. Use the audio keys on the side of the BlackBerry smartphone to raise and lower the volume.


Inspect the ear-piece jack

Check to see whether an earbud or stereo headset is used with the BlackBerry smartphone. A part may be dislodged in the earpiece jack, causing the audio problem.


Check audio settings

Check the volume settings and adjust as necessary.


You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:


For BlackBerry Device Software 4.5 to 5.0

  • In the phone application, press the Menu key.
  • Click Options.
  • Click General Options.
  • Change the Default Call Volume field.
  • Press the Menu key.
  • Click Save.

For BlackBerry Device Software 6.0

  • In the phone application, press the Menu key.
  • Click Options.
  • Click In-call Settings.
  • Change the Default Call Volume field.
  • Press the Menu key.
  • Click Save.


Turn off Bluetooth technology and remove Bluetooth accessories

Remove any Bluetooth accessories.


To turn off Bluetooth technology, On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon. Clear the Bluetooth check box.

Perform a hard reset

A hard reset is similar to restarting a computer that stops responding. A hard reset closes all running BlackBerry applications, restarts the BlackBerry smartphone operating system, and restarts the hardware components of the BlackBerry smartphone, including the wireless transceiver.


Note: A hard reset does not delete any settings or data on the BlackBerry smartphone.


To perform a hard reset, complete the following steps:

  • Turn the BlackBerry smartphone off.
  • Remove the battery.
  • Reinsert the battery.
  • Wait for the BlackBerry smartphone to turn on.


Note: If the customer reports that the issue returns after performing a hard reset, the customer should be directed to technical support for further investigation.


Update the BlackBerry Device Software


You can download the latest version of Blackberry Device Software from www.blackberry.com/update. Follow the instructions on the screen to download the latest version currently available from your wireless service provider.


If the problem persists, follow your wireless service provider’s procedures to service or return the BlackBerry smartphone.

Distorted audio

Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.

Make a phone call or play a ring tone. While the ring tone is playing, change volume and audio settings to make sure the speaker and microphone are functioning. Use the audio keys on the side of the BlackBerry smartphone to raise and lower the volume.

Check audio settings

Check the volume settings and adjust as necessary.

You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:

For BlackBerry Device Software 4.5 to 5.0

  • In the phone application, press the Menu key.
  • Click Options.
  • Click General Options.
  • Change the Default Call Volume field.
  • Press the Menu key.
  • Click Save.


For BlackBerry Device Software 6.0

  • In the phone application, press the Menu key.
  • Click Options.
  • Click In-call Settings.
  • Change the Default Call Volume field.
  • Press the Menu key.
  • Click Save.


Test any accessories

If you are using an accessory when you experienced the audio issue, remove the accessory, and then test the BlackBerry smartphone speaker. Accessories might include one of the following:

  • Wired headset
  • Bluetooth headset
  • Hands-free Bluetooth car kit


If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, refer to the manufacturer for further technical support.

Inspect the ear-piece jack

Check to see whether an earbud or stereo headset is used with the BlackBerry smartphone. A part may be dislodged in the earpiece jack, causing the audio problem.

Improve sound quality for all calls

Note: You cannot change sound quality when you are using a Bluetooth® enabled headset.

To improve sound quality, complete the following steps:

  • In the phone application, press the Menu key.
  • Click Options.
  • Click Enhanced Audio.
  • Change the Phone Call Audio or Headset Call Audio fields.
  • Press the Menu key.
  • Click Save.


Check the signal strength

You might experience issues with voice quality if you have low or intermittent signal strength. The signal strength of a BlackBerry smartphone should be between –40 and –100 dBms.

To check the signal strength of a BlackBerry smartphone, complete the following steps:

  • On the Home screen, click Options.
  • Click Status.


Check the signal value. The value should be between –40 and –100 dBms.

Note: You can press and hold the Alt key, and then type “nmll” to change the signal indicator bars to the numerical value. Repeat this step to again display the signal strength bars.

If the signal strength is good,was it when you experienced the issue? Areas where signal strength weakens and causes the signal to become blocked include tall buildings, terrain, landscape, and physical distance. In these situations moving to an open area might help improve the voice quality.

Perform a hard reset

A hard reset is similar to restarting a computer that stops responding. A hard reset closes all running BlackBerry applications, restarts the BlackBerry smartphone operating system, and restarts the hardware components of the BlackBerry smartphone, including the wireless transceiver.

Note: A hard reset does not delete any settings or data on the BlackBerry smartphone.

To perform a hard reset, complete the following steps:

  • Turn the BlackBerry smartphone off.
  • Remove the battery.
  • Reinsert the battery.
  • Wait for the BlackBerry smartphone to turn on.


Note: If the cissue returns after performing a hard reset, the customer should be directed to technical support for further investigation.

Update the BlackBerry Device Software

You can download the latest version of Blackberry Device Software from www.blackberry.com/update. Follow the instructions on the screen to download the latest version currently available from your wireless service provider.

Headset not working

Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.

Make a phone call and change volume and audio settings to make sure the headset is functioning. Use the audio keys on the side of the BlackBerry smartphone to raise and lower the volume.

Test the headset

Remove the headset, and then test the audio functions. If the issue occurs only when using the headset, the issue might be with the headset and not the BlackBerry smartphone. In this case, refer the customer to the headset manufacturer for further technical support.

Inspect the ear-piece jack

Check to see whether an earbud or stereo headset has been used with the BlackBerry smartphone. A part may have become dislodged in the earpiece jack, causing the audio problem.

Check audio settings

Check the volume settings and adjust as necessary.

You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:

For BlackBerry Device Software 4.5 to 5.0

  • In the phone application, press the Menu key.
  • Click Options.
  • Click General Options.
  • Change the Default Call Volume field.
  • Press the Menu key.
  • Click Save.


For BlackBerry Device Software 6.0

  • In the phone application, press the Menu key.
  • Click Options.
  • Click In-call Settings.
  • Change the Default Call Volume field.
  • Press the Menu key.
  • Click Save.


Improve sound quality for all calls

Note: You cannot change sound quality when you are using a Bluetooth® enabled headset.

To improve sound quality, complete the following steps:

  • In the phone application, press the Menu key.
  • Click Options.
  • Click Enhanced Audio.
  • Change the Phone Call Audio or Headset Call Audio fields.
  • Press the Menu key.
  • Click Save.

Check the signal strength

You might experience issues with voice quality if you have low or intermittent signal strength. The signal strength of a BlackBerry smartphone should be between –40 and –100 dBms.

To check the signal strength of a BlackBerry smartphone, complete the following steps:

  • On the Home screen, click Options.
  • Click Status


Check the Signal value. The value should be between –40 and –100.

Note: You can press and hold the Alt key, and then type “nmll” to change the signal indicator bars to the numerical value. Repeat this step to again display the signal strength bars.

If the signal strength is good,was it when you experienced the issue? Areas where signal strength weakens and causes the signal to become blocked include tall buildings, terrain, landscape, and physical distance. In these situations moving to an open area might help improve the voice quality.

Perform a Hard Reset

A hard reset is similar to restarting a computer that has stopped responding. A hard reset closes all running BlackBerry applications, restarts the BlackBerry smartphone operating system, and restarts the hardware components of the BlackBerry smartphone, including the wireless transceiver.

Note: a hard reset will not delete any settings or data on the BlackBerry smartphone.

To perform a hard reset, complete the following steps:

  • Turn the BlackBerry smartphone off.
  • Remove the battery.
  • Re-insert the battery.
  • Wait for the BlackBerry smartphone to turn on.


Note: If the customer reports that the issue returns after performing a hard reset, the customer should be directed to technical support for further investigation.

Update the BlackBerry Device Software

You can download the latest version of Blackberry Device Software from www.blackberry.com/update. Follow the instructions on the screen to download the latest version currently available from your wireless service provider.

Bluetooth headset not working

Make a phone call and change volume and audio settings to make sure the Bluetooth headset is functioning. Use the audio keys on the side of the BlackBerry smartphone to raise and lower the volume.

Verify that the Bluetooth headset is paired with the BlackBerry smartphone

You must pair a BlackBerry smartphone with a Bluetooth enabled device before you can connect to it. For more information about preparing the Bluetooth enabled device for pairing, see the documentation that came with the Bluetooth enabled device.

Pair BlackBerry smartphone with a Bluetooth enabled device

  • On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
  • Click Bluetooth Options > Add New Device > Search.
  • Click a Bluetooth enabled device.

If necessary, do one of the following:

  • If the Bluetooth enabled device does not have a keyboard (for example, a wireless headset), on your BlackBerry device, type the pairing passkey that either appears on the Bluetooth enabled device or is provided in the documentation that came with the Bluetooth enabled device. The passkey is most often a numeric or alphanumeric code. Note: 0000 is often a common default passkey for Bluetooth devices.
  • If the Bluetooth enabled device has a keyboard (for example, a laptop), type a pairing passkey of your choice on both devices.

Verify that the Bluetooth device is set as a trusted connection

You might experience issues if the Bluetooth device that is paired with the BlackBerry smartphone is not set as a trusted connection in the BlackBerry smartphone properties.

From the BlackBerry smartphone home screen, select the Options icon.

  • Select Bluetooth.
  • Highlight the Bluetooth paired device in the list that is experiencing this issue and press the Menu key.
  • Select Device Properties.
  • Set Trusted to Yes.
  • Test the Bluetooth headset

Remove the Bluetooth headset, and then test the audio functions. If the issue occurs only when using the Bluetooth headset, the issue might be with the headset and not the BlackBerry smartphone. In this case, refer the customer to the Bluetooth headset manufacturer for further technical support.

Inspect the ear-piece jack

Inspect the earpiece jack for any damage. A part may have become dislodged in the earpiece jack, causing the audio problem.

Check audio settings

Check the volume settings and adjust as necessary.

You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:

For BlackBerry Device Software 4.5 to 5.0

  • In the phone application, press the Menu key.
  • Click Options.
  • Click General Options.
  • Change the Default Call Volume field.
  • Press the Menu key.
  • Click Save.

For BlackBerry Device Software 6.0

  • In the phone application, press the Menu key.
  • Click Options.
  • Click In-call Settings.
  • Change the Default Call Volume field.
  • Press the Menu key.
  • Click Save.

Improve sound quality for all calls

Note: You cannot change sound quality when you are using a Bluetooth® enabled headset.

To improve sound quality, complete the following steps:

  • In the phone application, press the Menu key.
  • Click Options.
  • Click Enhanced Audio.
  • Change the Phone Call Audio or Headset Call Audio fields.
  • Press the Menu key.
  • Click Save.

Check the signal strength

Your might experience issues with voice quality if you have low or intermittent signal strength. The signal strength of a BlackBerry smartphone should be between –40 and –100 dBms.

To check the signal strength of a BlackBerry smartphone, complete the following steps:

  • On the Home screen, click Options.
  • Click Status.

Check the Signal value. The value should be between –40 and –100.

Note: You can press and hold the Alt key, and then type “nmll” to change the signal indicator bars to the numerical value. Repeat this step to again display the signal strength bars.

Perform a Hard Reset

A hard reset is similar to restarting a computer that has stopped responding. A hard reset closes all running BlackBerry applications, restarts the BlackBerry smartphone operating system, and restarts the hardware components of the BlackBerry smartphone, including the wireless transceiver.

Note: a hard reset will not delete any settings or data on the BlackBerry smartphone.

To perform a hard reset, complete the following steps:

  • Turn the BlackBerry smartphone off.
  • Remove the battery.
  • Re-insert the battery.
  • Wait for the BlackBerry smartphone to turn on.

Note: If the issue returns after performing a hard reset, refer to technical support for further investigation.

Update the BlackBerry Device Software

You can download the latest version of Blackberry Device Software from www.blackberry.com/update. Follow the instructions on the screen to download the latest version currently available from your wireless service provider.

If the problem persists, follow your wireless service provider’s procedures to service or return the BlackBerry smartphone.

Modified from: http://www.blackberry.com/support

Version history
Revision #:
1 of 1
Last update:
‎10-21-2010 01:59 PM
Updated by:
 
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