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Troubleshooting from BlackBerry - Ringers

Low ringer volume

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

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, 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, 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 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 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 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.

Not ringing or vibrating

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 Sounds (this may also be called Profiles).
  • Change the notification information, press the Menu key and click Save.
  • Note: Make sure the volume is not set to Mute.
  • Try setting the Vibration to ON and click TRY IT to hear the ring tone and vibration. Check the quality of the vibration and ring tone. For example, listen for no vibration sound, or weak, distorted, or intermittent sounds.

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.
  • 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 Desktop Software 4.5 to 5.0

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

For BlackBerry Desktop Software 5.0

  • In the phone, 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 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 the customer 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 the issue returns after performing a hard reset, you 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.

Vibrates only

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 Sounds (this may also be called Profiles).
  • Change the notification information, press the Menu key and click Save.
  • Note: Make sure the volume is not set to Mute.
  • Try setting the Vibration to ON and click TRY IT to hear the ring tone and vibration. Check the quality of the vibration and ring tone. For example, listen for no vibration sound, or weak, distorted, or intermittent sounds.

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.

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, 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, 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 were using an accessory when you experienced 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.

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.

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

Version history
Revision #:
1 of 1
Last update:
‎10-25-2010 11:43 AM
Updated by:
 
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