Caller cannot hear me.

[Sarahjd]

Hi. Out of the blue, callers can no longer hear me during phone calls. No idea why and no problem before. Can anyone help please? Thank you. 

[Martin1]

Hi @SarahD, I am sorry to hear about this.

the XA2 model has a total of two microphones. A main microphone located at the bottom of the display used in calls and a secondary microphone used for other recordings such as video and calls on loudspeaker. To see where these microphones are located, please see item 1 and item 12 the overview of XA2.

First of all I would suggest that you  check if there is water, dust or any kind of protection such as a protective case or a protective film blocking the microphone or the area around the microphone.

I would also suggest that you use the Tests feature in the Support app to carry out a quick test to check that the loudspeaker is working properly. In order to do this, fins and tap Settings > Support > Xperia tests > Media.

Another thing that you can try is to reboot your phone in Safe mode and see if the counterpart is able to hear you while in safe mode. All apps downloaded from Play store is deactivated in safe mode and by doing this you can see if there is a downloaded app that is causing this. For more information and instructions on how to enter safe mode, please click here. 

If none of these measures work to improve the sound from the microphone I would suggest that you try to perform a software repair using a computer and Xperia Companion. Please note though that a software repair will erase all user data, so remember to do a backup of your user data first. 

Try these measures and let me know how it goes!