Distorted Audio

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

Try to Duplicate the Customer’s Issue

Validate that you understand the symptoms the customer is experiencing. For example, have the customer demonstrate the audio issue. Make a phone call or play a ring tone. While the ring tone is playing, change volume and audio settings to make sure the speaker and microphone are functioning. Use the audio keys on the side of the BlackBerry smartphone to raise and lower the volume.

Check Audio Settings

Check the volume settings and adjust as necessary.

You can also increase the default volume for calls. The higher the volume percentage, the louder the volume. To change the default volume for calls, complete the following steps:

For BlackBerry Device Software 4.5 to 5.0

1. In the phone application, press the Menu key.
2. Click Options.
3. Click General Options.
4. Change the Default Call Volume field.
5. Press the Menu key.
6. Click Save

For BlackBerry Device Software 6.0 to 7.0

1. In the phone application, press the Menu key.
2. Click Options.
3. Click In-call Settings.
4. Change the Default Call Volume field.
5. Press the Menu key.
6. Click Save.

Test Any Accessories

If the customer was using an accessory when they experienced the audio issue, remove the accessory, and then test the BlackBerry smartphone speaker. 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.

Inspect the Earpiece Jack

Check to see whether an earbud or stereo headset is used with the BlackBerry smartphone. A part may be dislodged in the earpiece jack, causing the audio problem.

Improve Sound Quality for All Calls

Note: You cannot change sound quality when you are using a Bluetooth® enabled headset.

BlackBerry Device Software 5.0

1. In the phone application, press the Menu key.
2. Click Options.
3. Click Enhanced Audio.
4. Change the Phone Call Audio or Headset Call Audio fields.
5. Press the Menu key.
6. Click Save.

BlackBerry Device Software 6.0 and 7.0

1. In the phone application, press the Menu key.
2. Click Options.
3. Click In-call Settings.
4. Change the Phone Call Audio or Headset Call Audio fields.
5. Press the Menu key.
6. Click Save.

Check the Signal Strength

A customer might experience issues with voice quality if they have low or intermittent signal strength. The signal strength of a BlackBerry smartphone should be between –40 and –100 dBms. To check the signal strength of a BlackBerry smartphone, complete the following steps:

BlackBerry Device Software 5.0

1. On the Home screen, click Options.
2. Click Status.
3. Check the signal value. The value should be between –40 and –100 dBms. Note : You can press and hold the Alt key, and then type “nmll” to change the signal indicator bars to the numerical value. Repeat this step to again display the signal strength bars.

BlackBerry Device Software 6.0 to 7.0

1. On the home screen, click Options.
2. Click Device.
3. Click Device and Status Information.
4. Check the signal value. The value should be between -40 and -100 dBms.

If the signal strength is good, ask the customer where they were when they experienced the issue and if they noticed if the signal strength was low. Talk to the customer about areas where signal strength weakens and causes the signal to become blocked by tall buildings, terrain, landscape, and physical distance. Let them know that in these situations moving to an open area might help improve the voice quality.

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)