04-16-2019 06:05 AM
Everything was working fine but yesterday the media sound stopped working. I try playing videos, music, games and there is not sound, but ringtones and alarms do sound. I performed the speaker test and it passed (it works). I've tried rebooting 3 times and the problem continues.
04-16-2019 07:44 AM
This is odd. Appreciate the test you've tried though. Is the sound not working only to specific apps? Try playing media in safe mode and let me know if it's still the same. Thanks.
To Enable Safe Mode
1. Press and hold the Power button until Power off comes up on the screen.
2. Touch and HOLD Power off on the screen until reboot to safe mode appears.
04-16-2019 08:52 AM - edited 04-16-2019 08:57 AM
Thank you for your quick response. The sounds problem is for all media, I tried playing WhatsApp audios, Spotify songs and YouTube videos and the none of them sounds. I tried playing media in safe mode but still the same.
Edit: media with a Bluetooth headset works fine, the problem is only with media played through the speaker.
04-16-2019 12:18 PM
Thanks for trying in safe mode and for the additional info. Can you please go to Youtube, adjust the volume rockers and let me know if you can the volume slider on the screen is also adjusting. Also, I'm thinking if the phone is stuck in headset mode. Are you seeing the headset icon on the status bar whenever you plug in the headset to your phone? If so, does the icon disappear when you plug it out? Last, please update your profile with current phone, carrier and serial number -- this will help me investigate.
Need help updating your profile? See here.
04-16-2019 05:11 PM
04-19-2019 11:24 AM
We are unable to confirm that, but I am glad to hear that your media sound is working fine now. Do let us know if you need further assistance, we are always here to help. Have a good day!