1. Guy36's Avatar
    Hello, i have a blackberry priv and im having sound problems on it. No sound on ringer, speaker, headphones and mic sound not going....is it software related and is there any solution to it???please, thanks
    07-11-16 10:19 AM
  2. FF22's Avatar
    Download Blackberry Virtual Expert from the Playstore. It has a series of tests including sound tests.

    But have you tried rebooting?

    From BB blog: How to reset PRIV by BlackBerry | Inside BlackBerry Help Blog

    Three restart/reboot methods

    The first method, which should be used 99.9% of the time when you want to reboot your device, is using the Reboot option that appears after pressing the Power key.

    Press and hold the Power key for 3 seconds
    Select Reboot from the menu that is presented

    The second reset method should be used if pressing the Power key does not produce the menu with Power Off and Restart. For example, if an app or game you are using won’t close, use this option to restart your device.

    Press and hold the Power key for 12 seconds

    Third method: Should your device fail to respond, the final reset method is to press and hold the Power key for 32 seconds which is equivalent to removing the battery. This should result in your device booting up successfully.

    If it fails to start, however, verify you are not pressing any other keys such as Volume Up, Mute, or Volume Down while performing any of the reset methods listed above. If you use a case for your device you may want to remove it as it might be pressing a button inadvertently.

    And just for an extra measure, if needed:

    Safe Mode:

    The next step is placing your device into safe mode.

    When used, Safe Mode will disable any third party apps or games you have installed. As a result of this, should your device not exhibit the issue while in Safe Mode it’s safe to assume the issue is specific to an app or game you have installed.

    Press and hold the power key
    Tap and hold Power off when it appears
    When prompted, tap OK to reboot to Safe Mode

    To get out of Safe Mode, press and hold the power key followed by tapping Reboot.

    After testing, should your device not exhibit any issues, the next step is to remove recently installed applications one by one until the issue is resolved.
    07-11-16 10:48 AM
  3. Guy36's Avatar
    Hello, i installed Blackberry Virtual Expert and ran the audio tests and all of them failed.....now what?
    07-12-16 03:46 AM
  4. Guy36's Avatar
    Do u think I flashed with firmware of wrong region? I do I know carrier of the phone?
    07-12-16 06:31 AM
  5. FF22's Avatar
    I don't think you can install the wrong firmware (or the device would be totally broken).

    Did you purchase new? Warranty? Where are you located?

    Blackberry Support 1-866-533-8067
    07-12-16 08:23 AM
  6. Guy36's Avatar
    Its my customers phone, come for repair, based in the UAE
    07-12-16 08:30 AM
  7. 1122334455667788's Avatar
    Does virtual expert show headphones plugged in state correctly?

    I had some problems with audio that turned out to be caused by a bit of fluff in the headphone jack.

    Posted via the CrackBerry App for Android
    07-12-16 09:10 AM
  8. Guy36's Avatar
    I think its some hardware problem, anyway i checked headphone jack, its clean
    07-12-16 09:21 AM

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