Issues with the Voice Control and Dictation applications

Article ID: KB35451

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

  • BlackBerry 10
Jump to: Environment | Overview
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  • BlackBerry 10 OS
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The following information is intended for retail support representatives who are assisting customers with troubleshooting.

Ask the customer about their Voice Control application experience

The Voice Control application enables the customer to speak multiple commands to the BlackBerry smartphone (Full Voice Recognition mode) or simply dial the phone (Voice Dialing Only mode). Determine the customer’s experience with the Voice Control application on their BlackBerry smartphone.

Access Voice Control settings from Settings > Language and Input > Voice Control.

Note: An Internet connection is required for Voice Control to function.

  • Reproduce the customer complaint on their BlackBerry smartphone, if possible.
  • Minimize the background noise. Press and hold the play/pause key on the right side of the BlackBerry smartphone. When Voice Control appears, say “What time is it?” The BlackBerry smartphone should speak the current time.

To demonstrate other basic Voice Control commands to the customer, say “What can I say?” or tap the information icon at the top of the Voice Control screen.

  • Ask the customer if their Voice Control application has ever worked on their BlackBerry smartphone.
  • Voice Control operates in one language at a time.

Troubleshooting steps

Verify the customer’s settings on the BlackBerry smartphone:

  1. Tap Settings.
  2. Tap Voice Control.
  3. If necessary, tap Voice recognition mode and ensure Full Voice Recognition is selected.
  4. If necessary, tap Language and ensure the customer’s desired language is selected.

Ask the customer about their Dictation preferences on their BlackBerry smartphone

The Dictation feature enables the customer to use their voice to type text anywhere on their BlackBerry smartphone where they would normally use their keyboard, for example, when creating emails or filling out forms on a web page.

Access Dictation settings from Settings > Language and Input > Voice Control > Enable Dictation.

Note: An Internet connection is required for Voice Control to function.

  • Ask the customer if their Dictation feature only works intermittently on their BlackBerry smartphone and if yes then determine the context (for example, specific applications, speaking for short periods, speaking in noisy conditions ).
  • Ask the customer if the BlackBerry smartphone understands voice on their BlackBerry smartphone.
  • Ask the customer if the Voice Control application responds correctly to the directions given on their BlackBerry smartphone.
  • Voice Dictation operates in one language at a time.

Troubleshooting steps

For devices running BlackBerry 10 OS version 10.0:

  1. Tap Settings.
  2. Tap Language and Input.
  3. Tap Voice Control.
  4. Tap Enable Dictation.
  5. If necessary, set Voice Input Key to On.
  6. If necessary, tap Dictation Language and verify the customer’s desired language is selected.

For devices running BlackBerry 10 OS version 10.1:

  1. Tap Settings.
  2. Tap Language and Input.
  3. Tap Voice Dictation.
  4. If necessary, set Dictation to On.
  5. If necessary, tap Language and verify the customer’s desired language is selected.

Note: For BlackBerry smartphones with physical keyboards, press and hold the 0 (zero) key to activate dictation.

Check for network connectivity. If the customer is not connected:

  • If connectivity issues persist, the customer may need to contact their wireless service provider for further information (for example, a service disruption may be causing connectivity issues ).

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.