Blackberry Troubleshooting
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:

  1. From the Home screen, click Sounds (this may also be called Profiles).
  2. Change the notification information, press the Menu key and click Save.
    Note: Make sure the volume is not set to Mute.
  3. 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.

  1. From the main screen, select Sounds (or Profiles).
  2. Select Advanced.
  3. Select Active.
  4. Select Phone.
  5. 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

  1. In the phone, press the Menu key.
  2. Click Options.
  3. Click General Options.
  4. Change the Default Call Volume field.
  5. Press the Menu key.
  6. Click Save.

For BlackBerry Desktop Software 5.0

  1. In the phone, press the Menu key.
  2. Click Options.
  3. Click In-call Settings.
  4. Change the Default Call Volume field.
  5. Press the Menu key.
  6. 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:

  1. Wired headset
  2. Bluetooth headset
  3. 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, contact 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:

  1. Turn the BlackBerry smartphone off.
  2. Remove the battery.
  3. Reinsert the battery.
  4. Wait for the BlackBerry smartphone to turn on.

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 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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