Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.
Try to duplicate the issue
Validate that you understand the symptoms being experienced. For example, play a ring tone. 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 earpiece 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
For BlackBerry Device Software 6.0
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:
Note: If the issue returns after performing a hard reset, then contact 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.
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