Issues with audio during phone calls, BBM Voice, or BBM Video calls

Article ID: KB35454

Type: Support Content

Last Modified: 01-14-2014


Product(s) Affected:

  • BlackBerry 10 OS
Jump to: Environment | Overview
  • BlackBerry 10 OS

The following information is intended for retail support representatives who are assisting customers with troubleshooting.

The customer may experience the following audio-related issues when making calls:

  • During phone, BBM Voice, or BBM Video calls, the speaker, headset, or speakerphone do not function as expected.
  • The customer experiences distorted or one way audio (for example, “I cannot hear a caller”, or “they cannot hear me”) during calls.
  • The customer experiences poor audio in conjunction with a hearing aid.

During BBM Voice and BBM Voice calls, audio quality varies with the devices used in the conversation as per the following:

Table 1: Audio Quality Performance Matrix

Calling Device Receiving Device Caller Hears Receiver Hears
Z30 landscape Z30 landscape BlackBerry Natural Sound BlackBerry Natural Sound
Z30 landscape Z30 portrait BlackBerry Natural Sound Stereo
Z30 landscape Z10 landscape Mono Mono
Z30 landscape Z10 portrait Stereo Mono
Z30 landscape Q10 portrait Mono Mono
Z30 landscape Q5 portrait Stereo Mono
Z30 landscape Connected audio Mono Stereo
Z30 portrait Any Stereo Mono

Ask the customer about their audio experience during calls:

  • Ask the customer if they hear distorted audio or no audio through the regular BlackBerry smartphone speaker.
  • Ask the customer if they can hear calls using their speakerphone.
  • Ask the customer if they can hear calls using an external audio accessory (for example, wired or wireless headsets).
  • Ask the customer if the poor audio quality is experienced by a user who does not require a hearing aid.

Troubleshooting steps:

If a customer has difficulty with their audio during calls, use the following steps as a guide for troubleshooting:

  • Make a call using the phone application, BBM Voice, or BBM Video to test the ability to hear both sides of the conversation. If practical, the receiver of the call should be in the same location as the caller.
  • 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. If the customer is using an external audio accessory, adjust its volume.
  • Advise the customer that they may experience distorted audio in areas of bad coverage or low bandwidth.
  • If the customer is using a hearing aid, verify that Hearing Aid Mode is turned On.
    • Swipe down from the top of the display, tap Settings > Accessibility > Hearing Aid Settings > set Hearing Aid Mode to On.
  • If there is a problem with a third-party application, advise the customer to contact the developer of the application.


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