Audio troubleshooting: Android

Understanding the Issue

Use this document to troubleshoot audio quality problems for smartphones and devices using the Android platform.

 

Possible causes for audio issues can include the device, accessories (including covers and cases), coverage, or network issues.

 

Consider the following questions when diagnosing your issue:

  • Does the problem always occur or are there calls where the audio quality is good?
  • Does the issue happen everywhere or only in specific locations?
  • Does the issue only occur when using a headset or speakerphone?
  • Does the issue go away when using a headset or speakerphone?
  • Does the issue go away when you remove accessories (including cases or covers)?

 

 

 


Resolution Steps

Select from one of the audio issues scenarios below:

 

Issue occurs on all calls

Issue only occurs with headset (wired or wireless)

Issue only occurs with speakerphone

Issue only occurs with handset earpiece (main speaker)

One-way / No audio / Echo

Static / Muffled / Garbled audio

Cross talk

 

 

Issue occurs in specific locations or intermittently

One-way / No audio / Echo

Static / Muffled / Garbled audio

Cross talk

 

 


Issue occurs on all calls

Issue only occurs with headset (wired or wireless)

  1. Make sure you are not on your handset or headset.
  2. Determine what type of headset and use the following steps:
    • For wired headsets
      1. If available, try another wired headset.  If the second headset works, the problem is most likely with the headset itself. Headsets are not covered under T-Mobile's accessories warranty. A new headset would be needed.
      2. If you already tried another headset and the issue persists, contact us.
    • For wireless Bluetooth headsets
      1. Make sure the handset and headset are successfully paired and the connection is active. If they cannot pair, contact us.
      2. Turn off your handset and turn it back on again.
      3. Place a test call to the number when the headset is active and paired to the handset.
        Note: If the audio issue goes away while the headset is closer to the handset but comes back as the distance increases between the two, this is normal.
      4. If available, try another headset.  If the second headset works, the problem is most likely with the headset itself. Headsets are not covered under T-Mobile's accessories warranty. A new headset would be needed.
      5. If you already tried another headset and the issue persists, contact us.

 

 

Issue only occurs with speakerphone

  1. Turn your phone off and back on again.
  2. Place a test call and activate the speakerphone.
  3. Refer to device How Tos to confirm the location of the speaker to make sure it is not being blocked.
  4. Adjust the volume on the speaker and verify the volume is not turned down.
  5. If the issue persists, contact us.

 

 

Issue only occurs with handset earpiece (main speaker)

  1. Turn their phone off and back on again.
  2. Place a test call.
  3. Adjust the call volume and verify the call is not muted.
  4. If the issue persists,contact us.

 

 

One-way / No audio / Echo

  1. Turn their phone off and back on again. If you have any protective cases or skins, remove them during the testing process to se if the issue is caused by the accessory.
  2. Verify that Wi-Fi is turned off using the device How Tos for Wi-Fi calling, if available.
  3. Adjust the Wi-Fi calling preferences to Cellular Network using the device How Tos for Wi-Fi calling, if available.
  4. Place a test call. While on the call, adjust the volume to a medium level and verify the call is not muted.
  5. Verify the customer's device has the latest software version using either the device "How to check the software version" common procedure.
  6. If no issues are listed, perform a master reset. See device common procedures.
  7. If the issue persists, contact us.

 

 

Static / Muffled / Garbled audio

  1. Find the microphone hole on the device. It is often a pin-size hold on the bottom.
  2. Verify that:
    • Your hand does not cover the microphone hole when you hold the phone.
    • You are speaking toward the microphone hole when you are on calls.
    • If you have a case on the phone, it does not that cover the microphone hole. This can happen when using non-T-Mobile cases.
  3. Look into the microphone hole, and blow out any dust or lint that may be stuck inside. You may need to remove your back cover if the microphone hole is part of the back cover. Lint can get stuck in the microphone if you store the phone in your pocket or a dusty place.
    Important: Do NOT insert anything into the microphone hole that could damage it.
  4. Turn the device off and then back on.
  5. Place a test call.
  6. If the issue persists, contact us.

 

 

Cross talk

Cross talk is an intrusion of another conversation into an existing one between two parties, or the routing of an incoming or outgoing call to a wrong number.

 

  1. Determine if the issue happens with a specific number on outgoing or incoming calls.
    • If so, place a test call to the effected number from another line. If you experience cross talk on the test call, then the issue is with the other party's service. They will need to contact their service provider to further troubleshoot.
  2. If the issue persists, contact us.

 

 

Issue occurs in specific locations or intermittently

One-way / No audio / Echo

  1. Determine if the issue only occurs with specific numbers.
    • If it does, place a test call to one of the numbers from another line.  If you experience the issue, the problem is with the other party's service. They will need to contact their service provider for further troubleshooting.
  2. Verify that Wi-Fi is turned off using the device How Tos for Wi-Fi calling, if available.
  3. Adjust the Wi-Fi calling preferences to Cellular Network using the device How Tos for Wi-Fi calling, if available.
  4. If the issue is not with specific numbers or you cannot duplicate the issue with a test call, contact us.

 

 

Static / Muffled / Garbled audio

  1. Find the microphone hole on the device. It is often a pin-size hold on the bottom.
  2. Verify that:
    • Your hand  does not cover the microphone hole when you hold the phone.
    • You are speaking toward the microphone hole when you are on calls.
    • If you have a case or screen cover on the phone, it does not that cover the microphone hole. This can happen when using non-T-Mobile cases.
  3. Look into the microphone hole, and blow out any dust or lint that may be stuck inside. You may need to remove your back cover if the microphone hole is part of the back cover. Lint can get stuck in the microphone if you store the phone in your pocket or a dusty place.
    Important: Do NOT insert anything into the microphone hole that could damage it.
  4. Turn their device off and then back on.
  5. Place a test call.
  6. Determine if the issue only occurs with specific numbers.
    • If it does, place a test call to one of the numbers from an alternate line. If you experience the issue, the problem is with the other party's service. They will need to contact their service provider for further troubleshooting.
  7. If the issue is not with specific numbers or you are cannot duplicate the issue with a test call, contact us.

 

 

Cross talk

Cross talk is an intrusion of another conversation into an existing one between two parties, or the routing of an incoming or outgoing call to a wrong number.

 

  1. Determine if the issue happens with a specific number on outgoing or incoming calls.
    • If so, place a test call to the effected number from an alternate line. If you experience cross talk on the test call, then the issue is with the other party's service. They will need to contact their service provider to further troubleshoot.
  2. If the issue is not with a specific number or you cannot duplicate the issue from your alternate line, contact us.