Issues with external audio accessories

Article ID: KB35455

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.

Ask the customer about their audio accessory usage:

  • Ask the customer if the accessory is an approved BlackBerry accessory. Advise the customer that certain external audio accessories may not be compatible by the BlackBerry smartphone. For more information about compatible audio accessories, visit shopblackberry.com.
  • Ask the customer to play the audio file while using their external audio accessory.

Troubleshooting steps:

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

  • Remove the audio accessory, and then test the audio on the BlackBerry smartphone.
  • Remove the audio accessory, and then test the audio accessory on another compatible device (for example, another BlackBerry smartphone or a computer).
  • Advise the customer that some accessories may not be compatible with their BlackBerry smartphone. If the customer uses an accessory when they experience the audio issue, remove the accessory, and then test the BlackBerry
    smartphone speaker.
    • For example, the customer may be using a wired headset that does not have microphone capabilities.
  • Physically inspect the audio jack on the top of the BlackBerry smartphone and the audio accessory. One of the copper contacts may be damaged, causing the audio issue.
  • Turn off Bluetooth technology and remove Bluetooth accessories and then test the audio.
    • Turn off Bluetooth technology by accessing Settings > Bluetooth > tap the Bluetooth icon. 
      Note: Bluetooth is enabled when the icon is blue and disabled when the icon is white.
  • Physically inspect the HDMI ports and cable. Verify the HDMI settings.
  • If applicable, verify that the customer’s BlackBerry smartphone and their 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.