No Volume

Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.

Confirm that Ring Tone and Volume Settings are Active

Confirm that the BlackBerry smartphone audio settings are not set to Silent, All Alerts Off, or Vibrate Only. To confirm audio settings, complete the following steps.

BlackBerry Device Software 5.0

1. From the Home screen, click the Sounds icon (this may also be called the Profiles icon).
2. Select the Normal profile.
3. Change the volume settings and make sure that the volume is set to higher volume.
4. Press the Menu key and click Save.

BlackBerry Device Software 6.0 to 7.0

1. From the home screen, click the speaker icon to select the Sound and Alert Profiles in the area at the top of the screen.
2. Click the Normal profile.

Make Sure that you Disable 'Do not disturb'

Verify that Do not disturb is disabled.

BlackBerry Device Software 5.0

1. On the Home screen, click the Sounds icon.
2. ClickAdvanced.
3. ClickActive.
4. ClickPhone.
5. Change the Do not disturb field to No.

Test Any Accessories

If the customer uses when they experience the audio issue, remove the accessory, and then test the BlackBerry smartphone volume settings. Accessories might include one of the following:

• Wired headset
• Bluetooth® headset
• Hands-free Bluetooth car kit

If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, refer the customer to the manufacturer for further technical support.

Visually Inspect the BlackBerry Smartphone for Indications of Customer Misuse or Physical Damage

If you uncover physical damage, follow your wireless service provider’s policies to service or return the BlackBerry smartphone.

Here are some common examples of physical damage:

• Cracked or scratched screen
• Signs of potential liquid damage, such as the following:
  • An active liquid damage indicator in the battery compartment or near the trackball
  • Sticky residue around the battery
  • Green or white corrosion around the battery
  • A foggy screen
• Missing keys
• Missing trackball or trackpad
• Cracked housing
• Missing SIM card door or bent pins in the SIM card tray
• Cracked camera lens
• Bent pins or debris on the USB port
• Loose USB port (USB cannot connect tightly)