Troubleshooting issues with external audio accessories

Article ID: KB35599

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 using external audio devices:

  • Low, distorted, or no volume while using wired external speakers or a wired headset
  • Low, distorted, or no volume while using wireless external speakers or a wireless (Bluetooth) headset

Note: Customers may also experience issues with many types of external audio accessories. You must be aware of the different audio accessories that could be related to the customer’s audio issue to help troubleshoot.

Audio accessories could refer to any of the following:

  • Wired headset
  • Wired external speakers
  • Bluetooth headset
  • Hands-free Bluetooth car kit
  • Wireless external speakers
  • BlackBerry Music Gateway

Ask the customer about their audio accessory usage:

  • Ask the customer if the accessory is an approved BlackBerry accessory.
  • 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, then test the audio.
  • Make sure the Bluetooth symbol does not appear on the Home screen of the BlackBerry smartphone. If it appears, disable Bluetooth technology:
    1. On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
    2. Clear the Bluetooth check box.

Note: Select BlackBerry smartphone models are equipped with FM radio. A wired headset is necessary for FM radio reception. The wire on the headset should be uncoiled and hanging freely for optimal FM radio reception, allowing for a clear audio signal. A curled, pinched, or bent headset wire may result in poor audio quality.

For more information, visit Under the BlackBerry Manuals & Help section, choose BlackBerry Manuals > Smartphones > BlackBerry smartphones. Choose the relevant BlackBerry smartphone model. User guides are easily identified in the list by the words “User Guide” at the beginning of the title. Choose the relevant user guide and search for “Audio” to find relevant information.
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