Phone app crashes

[SaskiaC2105]

When I try to call, the call is placed and the timer is ticking. I cannot hear the other person and they cannot hear me. The screen freezes for a while. The volume is max. When I receive a call, I can answer, but again no sound and a freeze. The phone only vibrates, it does not ring. The volume is max also. It is not on silent mode. In safe mode I have a similar problem, I cannot hear anything but the other hears me, both ways. I haven't installed apps in months, memory is still about 25% left (ram). The problem occurred last week and has been consistent. The version is 4.2.2.
Does anyone have any suggestions? Thanks!

[Jake-SonyXperia]

Hi SaskiaC2105,

Welcome to the community! Since you're new please be sure that you have checked out our Discussion guidelines.

I would suggest that you perform a software repair on the device. Please see the instructions below.

1. Download the PC Companion software from PC Companion and install it on your PC.

2. Install and open PC Companion then select Support Zone.

3. Phone Software Update.

4. Start.

5. Repair Phone

6. Continue

7. Accept data removal

8. Next

9. Wait for prepare

10. Select Phone

11. Follow the connection steps 

I hope this helps.

[SaskiaC2105]

Thank you, Jake.

I tried the solution, it solved part of the problem. The phone app does not crash anymore, and the other person can hear me now (like in safe mode), but I cannot hear them. I did do a few more tests and can be more specific about the issue. I figured out that I cannot hear music, video's or the phone ringing (I put it a bit funny here, I am not deaf....). It does beep when I get notifications. When I plug the heaset in, I can hear everything as normal. When I put the phone on speaker, I can also hear them. Could it be a hardware problem?