Speakers do not work

[ЛаураВандини]

Добрый день. Не работает микрофон при проигрывании мультимедиа, хотя с наушниками все работает отлично и во время разговора все хорошо, громкая связь работает. Перезагружала, в том числе в безопасном режиме - не помогло. Помогите, пожалуйста

Good day. The microphone does not work when playing multimedia, although with the headphones everything works fine and during the conversation everything is fine, the speakerphone works. Rebooted, including in safe mode - did not help. Help me please

-GT

[Jonas]

Hi @ЛаураВандини, sorry to hear about this.

What kind of media have you tried to play in your device? Is it only locally stored files, or is it the same if you play a video in YouTube? If you go into Settings > Sound, is the media volume enabled here and you can change it?

If I understand correctly, the loud speaker works when you use the loud speaker is that correct? If you haven't done the test for the loud speaker, please do so. You can this test in Settings > Support > Xperia tests > Loudspeaker.

Let me know how it goes!

[ЛаураВандини]

Здравствуйте. Не работает звук как на медиафайлах на моем устройстве, так и при просмотре на youtube например.  Да, громкая связь работает и в наушниках я могу слушах видео на youtube. Тест показал, что именно микрофон не работает. Когда я пытаюсь изменить громкость, то шкала меняется меньше/больше, но звука нет. Спасибо

Hello. The sound does not work either on media files on my device, or when viewed on youtube for example. Yes, the speakerphone also works in headphones. I can listen to videos on youtube. The test showed that the microphone does not work. When I try to change the volume, the scale changes less / more, but there is no sound. thank

gt

[ЛаураВандини]

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@Jonas wrote:

Hi @ЛаураВандини, sorry to hear about this.

What kind of media have you tried to play in your device? Is it only locally stored files, or is it the same if you play a video in YouTube? If you go into Settings > Sound, is the media volume enabled here and you can change it?

If I understand correctly, the loud speaker works when you use the loud speaker is that correct? If you haven't done the test for the loud speaker, please do so. You can this test in Settings > Support > Xperia tests > Loudspeaker.

Let me know how it goes!

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Здравствуйте, @Jonas. Пожалуйста, подскажите, что мне делать. Я сделал тест, в итоге не работает микрофон и громкоговоритель. Когда я звоню, я включаю громкую связь и она работает .

Hello @Jonas. Please tell me what to do. I did the test, the microphone and the speaker do not work as a result. When I call, I turn on the speakerphone and it works

gt

[Jonas · Accepted solution]

Hi again and thank you for the information!

As the test failed for both the speakers and the microphone, I would recommend that you perform a software repair using Xperia Companion. This will delete all data stored on the internal storage of the device and reinstall the latest available software version.

Since data is being removed, make sure that you create a backup before you start with the repair if you have photos and so forth on the internal storage that you want to save.

Should you still experience the same behaviour after the repair has been completed, your device will need to be sent to an authorized service centre for inspection and your Local support team will assist you further with this, as we do not handle service cases on our Global support forum.

Feel free to keep me posted!

[ЛаураВандини]

Добрый день.

Спасибо большое, Jonas, за помощь. Я сделала резервное копирование и обновила ПО. Сразу же сделала тестирование звука, проблема осталась прежней. Я хотел обратиться в местную службу поддержки. Однако через несколько дней случайно заметила, что звук есть при просмотре видео. Протестировала звук снова - все работает. Это все помогло мне. Спасибо!

 Жаль, что музыка при резервном копировании не сохранилась

Good day.

Thank you very much, Jonas, for your help. I backed up and updated the software. Immediately made a sound test, the problem remained the same. I wanted to contact the local support service. However, after a few days I accidentally noticed that there is sound when watching a video. I tested the sound again - everything works. It all helped me. Thank!

It is a pity that the music during the backup is not preserved

gt

[Jonas]

Hi again @ЛаураВандини and I'm really glad to hear that the sound is working now again!

The music that you backed up, was it locally stored music files that transferred yourself to the device, or was it for example, offline play lists from an application?

[ЛаураВандини]

Добрый день, @Jonas, спасибо.

Музыка с устройства, загруженная из интернета. 

Good day, @Jonas, thanks.

Music from the device, downloaded from the Internet.

gt

[Jonas]

Hi again @ЛаураВандини, sorry for the late reply.

Oh, I see. I'm not quite sure what kind of format or where they were stored in the device, but in general media files are backed up, but it depends on what kind of files it is.