Article ID : 00243145 / Last Modified : 09/03/2020

The sound during calls is bad (Android 10)

    IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

     

    If you experience that the sound quality is bad during calls, try these actions one after the other. The following tips have been ranked from easiest to hardest.

    • Check the network signal strength in the status bar to make sure your device is connected to a network. If the signal is weak or you have no signal, move to an open location that is free from obstructions, or get close to a window.
    • Make sure your hand isn’t covering the microphone. If you have a phone cover or case, remove it to see if the sound quality improves.
    • Check that there is no water or dust blocking the microphone.
    • Restart the device.
    • Make a call to another phone to confirm that there isn’t a problem with the ear speaker of the phone you were calling when the problem arose. If possible, make a call with a different SIM card, to make sure that your current SIM card isn’t defective.

    If the above solutions don't work, try the following actions:

    • Use the Xperia Tests feature in the Support app to run a microphone and ear speaker test.
    • Downloaded applications may affect the performance of your device or cause it to behave unpredictably. Use safe mode to check whether a downloaded application is causing the problem.
    • Update the software on your device.
    • Back up all important content to the SD card or to a computer, then perform a factory data reset.


    To run a microphone and ear speaker test

    1. Find and tap Support . If this is the first time you start Support, tap ACCEPT to accept the privacy policy.
    2. On the Xperia Tests tab, scroll down and tap Microphone and speakers, then follow the on-screen instructions.

    To enable Safe mode

    1. While the device is powered on, press and hold down the power key.
    2. In the pop-up menu, touch and hold Power off until the Reboot to safe mode message appears.
    3. Tap OK to restart in Safe mode.

    To check for new software wirelessly

    1. If you are using a device with multiple users, make sure you are logged in as the owner.
    2. Make sure your device is connected to the internet. It is recommended to use a Wi-Fi network instead of a mobile network to download new software so that you can avoid data traffic costs.
    3. Find and tap SettingsSystemAdvancedSoftware updateSYSTEM.
    4. If a system update is available, tap UPDATE.
    5. When the update is installed, tap RESTART.

    Tip: To refresh the Software update screen, tap the menu button (three vertical dots), then tap Refresh.

    To perform a factory data reset

    1. Find and tap SettingsSystemAdvancedReset optionsErase all data (factory reset)Delete all data.
    2. If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
    3. Tap Delete all data.

    When you perform a factory data reset, you erase all personal data stored on the internal storage of your Xperia device. Make sure that you always back up data stored on the internal storage that you want to keep before performing a factory data reset. Photos, videos, music and documents stored on the SD card do not get erased during a factory data reset.