Xperia Z sound from incomming calls only

[Andy281]

Hi all

my Xperia Z is making some problems with the sound.

I can hear my phone ring and also answer the call (microphone works) but when I use other programs like Sony music or trying watching a movie I don´t have sound. Using headphones I do have sound on them. It also seems that the microphone doesn´t work when using shazam.

Already did a complete reset but didn´t helped.

[Phy]

1. Settings
2. About phone
3. Diagnostic
4. Test
5. Test the speakers

[Andy281]

Already tested... no sound

[Phy]

You should contact Sony Xperia support then as it is a hardware issue.
http://support.sonymobile.com/global-en/contactUs/

[Jake-SonyXperia]

Hi Andy281,

Welcome to the community,

Have you tried booting the device in to Safemode to see if the issue continues?

Safemode instructions

[Andy281]

Yes I did - I can hear the Android sond during the booting. But the is problem still the same. It seems as "phone components" work with sound but the "entertainment components" don´t.

[Jake-SonyXperia]

This could be software related, try backing up the device and then performing a software repair.

Here's how to run the repair on PC Companion:
1. Install and open PC Companion then select Support Zone.
2. Phone Software Update.
3. Start.
4. Repair Phone
5. Continue
6. Accept data removal
7. Next
8. Wait for prepare
9. Select Phone
10. Follow the connection steps

And Bridge for Mac:
1. Launch Bridge for MAC without the handset connected.
2. On the Main Window select "Xperia > Repair Xperia Device".
3. Ensure the phone is charged and select "Ok" in the following window.
4. Select Continue on the following page.
5. Wait until the initialising step is finished the continue as below.
6 . Select your model of phone from the list that appears
7. Follow the connection steps that appear, ensuring that you are holding the relevant button down before during and after the connection phase until the update/repair begins.

let us know how you get on.

[Andy281]

Hey Jake!

At first thanks for your fast reply

I tried the repair but also didn´t brought any changes.

After  that I tried to install an older backup but it seems that the problem already existed at the time so also no changes.

[Jake-SonyXperia]

That is unfortunate, then it sounds like this is going to be hardware. I can only advise that you contact our Customer Care Team, they should be able to help get the device to a service agent for you.