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, 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, contact the headset manufacturer for further technical support.
Inspect the earpiece 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
For BlackBerry Device Software 6.0
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:
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:
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 where you are now check if the signal strength was low when the problem occurs. Areas where signal strength weakens and causes the signal to become blocked by 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:
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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