Issues with low, distorted, or no volume

Article ID: KB35453

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

  • BlackBerry 10
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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.

If a customer hears low, distorted, or no volume when playing audio, use the following steps as a guide for troubleshooting.

Ask the customer about the volume of audio playback:

  • Ask the customer if they verified the file being used for playback is a supported file type.
  • Ask the customer if they tried using the volume keys to change the volume.
  • Ask the customer if the file was transferred from another source (for example, a computer).
  • Ask the customer if they can play a different audio file on the BlackBerry smartphone.
  • Ask the customer if they can hear sound using a headset.
  • Ask the customer if they are in the right profile setting under the Notifications menu.
  • Ask the customer if they are connecting through HDMI or Wi-Fi CERTIFIED Miracast.

Troubleshooting steps:

To assist in troubleshooting the customer’s issues, use the following steps as a guide:

  • Advise the customer that certain file types are not supported by the BlackBerry smartphone. For more information, visit docs.blackberry.com. Under the BlackBerry Manuals & Help section, choose BlackBerry Manuals > Smartphones > BlackBerry smartphones. Choose the relevant BlackBerry smartphone model. You can easily identify user guides in the list by the words User Guide at the beginning of the title.
    • For more information, choose BlackBerry 10 from the side menu, and then choose Media.
  • Advise the customer to use the volume keys to change the volume setting. The volume keys are located on the side of the BlackBerry smartphone.
  • Advise the customer when files are transferred from another source (for example, a computer) the file may not work as expected. To validate the file, try the file on another compatible device.
    Note: Sound profile settings are available in the Settings > Notifications menu.
  1. Verify that the display monitor (for example, TV or computer monitor) has speakers.
  2. Make sure that the speaker volume could be muted or very low on the display monitor.
  3. If more than one audio output accessory is connected, the audio priority is as follows:
    1. wired headset
    2. Bluetooth audio
    3. HDMI/Miracast.
      For example, if a wired headset and an HDMI cable are simultaneously connected, the audio is heard through the wired headset regardless of the HDMI Audio setting.
  4. When using an HDMI to VGA converter, no audio is possible as VGA does not support audio. Advise customer to plug in wired headphones or a Bluetooth headset.

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