This guide contains troubleshooting steps and advice to help resolve microphone issues that you may experience when making or receiving calls, or recording media.
After performing each step, please test to see if the issue is resolved.
- Microphone isn't working
- Cannot hear the recipient when making or receiving a call
- Cannot be heard by recipient when making or receiving a call
- No sound when recording a video or memo
- Have you tried calling different numbers?
It is important to try a few different numbers to eliminate a problem with the other device.
If the issue persists in all device calls, then continue to the next steps. If, however, the problem is only with one device number, ask the other person to test if the sound / speakers are working properly. See also the sound issues guide:
Troubleshooting Guide - No sound, unable to hear voice calls, cannot be heard by recipient
- Check the signal strength / network coverage.
Finding out the coverage quality at a specific location can help determine why recipients can't hear you while on a call.
- Does the microphone work when switching to the speaker mode, and if not can they be heard through headphones?
If it is the case that recipients cannot hear you while using the built in microphone, but can be heard when using an external microphone or headphone set (such as a Bluetooth headset or car kit), then it is likely that either component is being physically obscured, or may have developed a hardware fault of some description.
If, however, there are some sounds playing of recorded video or memo, this would indicate that the cause is at a software level. Likewise, if you are unable to hear recorded sound from any source, including headphones or other externally connected speakers, then this would also suggest a software cause. A good way to test the functionality of your headphones or the device's internal speaker is to play a music track or a video clip. To do this, follow the guide below:
How to - Play a Music Track
To test the functionality of the microphone, record a voice memo or video with sound in a quiet environment and play back the memo with the volume set to full. If you cannot hear the memo or video, or if the volume or quality is lower than expected, this may indicate a hardware problem. For more information follow the guide below:
How to - Take and Save a Video
- If no sound can be heard at all, has the device recently been used in conjunction with a Bluetooth audio device?
If a device has been recently used in conjunction with a Bluetooth audio device, such as a car kit or Bluetooth headset, it can sometimes be the case that the connection will not be correctly severed. If this happens, sound will only be picked up by the Bluetooth devices' microphone, and this will usually override any other microphone including the internal device microphone. In order to make sure that the Bluetooth link has been properly terminated, it is recommended to switch Bluetooth off entirely.
- Has the protective plastic sheet been removed from the microphone?
New devices sometimes come with a protective plastic sheet covering the microphone. This can lead to the muffled reception of sounds no matter how loud the volume is for voice calls and notifications. It can even cause the microphone to pick up no sound at all.
- Is there debris covering the microphone?
Debris in, on, or around the microphone can cause the sound to become quiet, or possibly completely muted, depending on where the debris is and the severity. Cleaning this off can improve voice quality. It is highly recommended to use a soft, dry, lint-free cloth to perform any cleaning, in order to avoid scratches to the handset. If a cleaning solution is required, then you should contact the manufacturer for a list of approved cleaning products.
- Has the device experienced any shock or exposure to water?
Accidental physical shock to a handset can sometimes cause problems to arise with the microphone, as these component contain delicate parts. Damage can occur either to the component itself, or to the component's connection to the motherboard.
Water exposure can also lead to damage of these components, however due to the slow way in which this type of damage can manifest itself, the cause may not always be readily obvious. For example, water damage can occur directly if a device is submerged, however this will usually also lead to other, more immediate effects, such as a shorting of the motherboard. In the case of the speaker and microphone, a more likely cause would be indirect water damage, e.g. that which is inflicted as a result of humid and/or damp conditions.
With any physical damage of this nature, the only recourse is to contact the device manufacturer, and follow their approved repair/replacement process.