Troubleshooting issues with audio during phone calls

Article ID: KB35598

Type: Support Content

Last Modified: 01-14-2014


Product(s) Affected:

  • BlackBerry 7 OS and earlier
Jump to: Environment | Overview
  • BlackBerry 7 and earlier

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 phone calls:

  • During phone calls, the speaker, headset, or speakerphone does 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 phone calls.

Ask the customer about their audio experience during phone calls:

  • Ask the customer if they hear distorted or no audio through the regular BlackBerry smartphone speaker.
  • Ask the customer if they can hear phone calls using their speakerphone.
  • Ask the customer if they can hear phone calls using a headset (wired or wireless).

Troubleshooting steps:

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

  • Make a phone call using the BlackBerry smartphone and test the ability to hear 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.
  • Advise the customer that they may experience distorted audio in areas of bad coverage, or the audio issue may be related to the phone call application.


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