audio ouput not working during phonecalls

[fiona_abn]

Hi there,

I have a pretty new sony xperia m4 aqua.  I had a problem with incoming calls not ringing and my loudspeaker function not working (audio output button) during phone calls so I backed up and restored the phone which sorted out the problem with the incoming calls but the loudspeaker function still does not work.  Before I press audio output the other person can hear me fine but when I press audio output they can't hear anything. Does anyone have a solution for this?

Thanks

Fiona

[Uliwooly]

@fiona_abn

When you say the audio output are you referring to use the loudspeaker while on a call?

[fiona_abn]

yes

[Phy]

does it work on safe mode?

How to boot on safe mode
http://talk.sonymobile.com/t5/FAQ/How-to-boot-your-phone-into-safe-mode/m-p/348008#U348008

How to boot on safe mode on Lolipop
1. press and hold the power key
2. once you get the pop up menu 
3. press and hold "power off" 
4. Boot on safe mode should become available

[fiona_abn]

Thanks for advice on using safe mode - I hadn't worked out how to do this before.  However, I have now started in safe mode and I still have the same problem.

[Phy]

1. Settings
2. About phone
3. Diagnostics
4. Test
5. Test the speaker

[Jake-SonyXperia]

Hi fiona_abn,

Do you by chance have any type of case that is wrapped around the device?

[fiona_abn]

Tested my speaker and microphone again - both passed test.

I do have a case for my phone but I have taken it off and it still has the same problem even without the case.

[Jake-SonyXperia]

I see, then it is possible that this may be hardware related. I suggest contacting Sony Mobile within your region, they should be able to help.

Use my signature below to find contact details.