Troubleshooting issues with external audio accessories

Article ID: KB35455

Type: Support Content

Last Modified: 04-08-2015

 

Product(s) Affected:

  • BlackBerry 10 OS
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  • BlackBerry 10 smartphones
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If the BlackBerry smartphone is experiencing issues with external audio accessories, consider the following:

  • Is the accessory an approved BlackBerry accessory?
    • Certain external audio accessories may not be compatible with the smartphone. For example, some wired headsets do not include microphone capabilities.
    • Try disconnecting the accessory, and then test the BlackBerry smartphone speaker. To view or purchase supported audio accessories, visit shopblackberry.com.

Troubleshooting

If you experience difficulty with an external audio device, use the following troubleshooting steps:

  • Disconnect the audio accessory, and test the audio on the smartphone.
  • Test the audio accessory on another compatible device. For example, another BlackBerry smartphone or a computer.
  • For wired accessories, visually inspect the audio jack on the smartphone and on the audio accessory to determine whether the copper contacts are damaged.
  • For Bluetooth accessories, turn off Bluetooth on the smartphone and then test the audio. To turn off Bluetooth, swipe down on the home screen and tap Settings > Network and Connections > Bluetooth, then set the Bluetooth switch to Off.
  • For connections using HDMI, physically inspect the HDMI ports and cable. Verify the HDMI settings.
  • For Miracast (if applicable), verify that the smartphone and the external audio accessory support Miracast.
    Note: If the content is protected by HDCP 2.1, the Miracast display must also support this option for content to play.

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