If you experience no sound from your phone, try these methods one after the other. Before attempting the next one, verify whether the problem was solved after each method.
The following steps may differ between Android™ versions. To learn which Android version your device has, find and tap Settings → About phone → Android version. If you don't see About phone under Settings, tap System.
- If your device uses a cover or a case, remove it to see if the sound quality improves.
- Make sure your hand isn’t covering the microphone, and check that no water or dust is blocking the microphone or the area around the microphone.
- Reboot your device. Doing this lets you turn off all running applications and free up memory, which sometimes automatically solves the issue.
If the suggested solutions don't work, try the following actions:
- Carry out a quick test to verify that the microphone and ear speaker are working properly.
To carry out a test using the Support
- Find and tap Settings → Support.
- Tap
(Tests icon), and then choose a Microphone and speakers from the list. - Follow the instructions to carry out the test.
- Use Safe mode to check if any downloaded applications are causing the problem. In Safe mode, your device only starts with software and applications already installed when you purchased your device. If the device’s performance improves in Safe mode, one or more of your post-purchases downloaded applications are likely affecting the device negatively. You can exit Safe mode and restart the device to uninstall the application or applications you suspect are causing the problem. If the problem is recent and you're not sure which application is causing the problem, you can start by uninstalling the most recently downloaded application.
To enable Safe mode
- While the device is turned on, long press the power key.
- In the dialog that appears, touch and hold Power off, then tap OK if prompted.
- Wait for the device to restart in Safe mode.
Note: To exit Safe mode, restart the device.
To uninstall an application from the Application screen (Android 10 or higher)
Note: Only downloaded apps can be fully uninstalled.
- Touch and hold the app icon until the device vibrates.
- In the menu that opens, tap App info → UNINSTALL.
To uninstall an application from the Application screen (Android 9/Android 8)
Note: Only downloaded apps can be fully uninstalled.
- Touch and hold the app icon until the device vibrates.
- In the open menu, tap
(Uninstall app icon) → OK.
- Update your device to ensure optimal performance and the latest enhancements.
- Perform a factory data reset. This is sometimes the best solution if your device stops functioning properly, but note that it will delete all personal content saved on your device's internal memory. Make sure to back up the data that you want to keep.
To back up your data using a computer
- Unlock the screen of your device and connect your device to the computer using a USB cable.
- On the computer, select which files to back up, then copy and paste or drag and drop the files to a location on your PC.
To back up and synchronize apps, phone settings, and call history
- Find and tap Settings → System → Backup. You may find the item under Advanced.
- Tap the switch to enable the function. Your app data, device settings, and call history will be backed up automatically.
Note: You can also enable backup from the settings menu in Google Drive™. You can synchronize your app data, device settings, and call history automatically by logging in to the Google account used to synchronize data on your old device. When you power on your new device for the first time, log in to the Google™ account during the setup wizard.
To perform a factory data reset (Android 10 or higher)
Note: Do not interrupt a factory data reset procedure to avoid permanently damaging your device.
- Back up any important data saved on your device's internal memory to a memory card or non-internal memory. If you have any encrypted files stored on an SD™ card, you should remove the encryption to ensure you can still access them after the reset.
- Find and tap Settings → System → Reset options. You may find the item under Advanced.
- Tap Erase all data (factory reset) → Erase all data.
- If required, draw your screen unlock pattern or enter your password or PIN to continue.
- To confirm, tap Erase all data.
Your device doesn't revert to an earlier Android software version when you perform a factory data reset.
To perform a factory data reset (Android 9)
Note: To avoid permanently damaging your device, do not interrupt a factory data reset procedure.
- Back up any important data saved on your device's internal memory to a memory card or non-internal memory. If you have any encrypted files stored on an SD card, you should remove the encryption to ensure you can still access them after the reset.
- Find and tap Settings → System → Reset options. You may find the item under Advanced.
- Tap Erase all data (factory reset) → Reset phone.
- If required, draw your screen unlock pattern or enter your password or PIN to continue.
- To confirm, tap Erase everything.
Note: Your device doesn't revert to an earlier Android software version when you perform a factory data reset.
To perform a factory data reset (Android 8)
Note: To avoid permanently damaging your device, don't interrupt a factory data reset procedure.
- Back up any important data saved on your device's internal memory to a memory card or non-internal memory. If you have any encrypted files stored on an SD card, you should remove the encryption to ensure you can still access them after the reset.
- Find and tap Settings → System → Reset.
- Tap Factory data reset → Reset phone.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- To confirm, tap Erase everything.
Note: Your device doesn't revert to an earlier Android software version when you perform a factory data reset.
Contact your retailer or a Sony Mobile repair partner.
Note: Before handing the phone over for service, back up all your data to avoid possible loss. Data on the device gets deleted when examined. Remember to bring proper documentation, for example, proof of purchase and warranty card. The documentation required may vary depending on the market, country, or region. If possible, deactivate Protection by my Xperia and remove the Google™ accounts on your device before sending it in for service or repair to prevent Protection by my Xperia or Google™ Device Protection from locking your device.
