What should I do if there's no audio on a phone call? (Microphone/Speaker Issues)

There are a few issues that a smartphone may have that would cause the audio to not work properly:

• Damage to the device
• Malfunctioning accessories
• Problems with the smartphone's firmware or software
• 3rd party applications

Verify signal strength and test to see if the issue occurs in different locations. If you have a poor signal and/or the issue only occurs in certain locations, contact your service provider for further assistance.

If the device functions correctly on speakerphone but not with the phone to your ear (or the other way around), it's more likely to be a hardware issue because your device has multiple microphones used for different purposes. Please follow the troubleshooting steps below to verify that it is a hardware or software issue.

Has the device sustained any physical or liquid damage?

If yes, then you will need to contact the manufacturer for service.

Is there anything connected to the smartphone's headphone jack?

Disconnect any accessories.

Is the smartphone connected to anything via Bluetooth?

Turn Bluetooth off.

Is the volume low or muted?

1. From the main screen, press the UP or DOWN volume key on the right side of your phone
2. Tap the menu icon indicated by three horizontal dots, to see more options.
3. Slide the desired bar up, to adjust the volume for each option.

Have you performed a Soft Reset?

Try performing a soft reset.

Is the smartphone's software/firmware up to date?

Check to see if there are any updates available for your device.

Have you downloaded any 3rd party applications prior to this issue occurring?

Try uninstalling the app.

Have you performed a factory data reset?

Try performing a Factory Data Reset.