How to troubleshoot audio issues - TELUS Diamond

If you have issues with the audio on the device (whether it be for phone calls or music playback), follow the below troubleshooting steps.

Verify that the device is not set to Silent or Vibrate by pressing the Volume Up button to access the volume controls. Note: System is the audio for the devices system alerts (like low battery) and Ring volume is for Ringtones and other alerts (like MMS). These are adjusted separately. If the audio issue is with Music playback in Windows Media Player that has its own volume control that is accessed within that application.

• Retest after adjusting the volume settings. Test the audio using the wired headset that came with the device.
• If the issues cannot be duplicated on the headset but continues on the device this is most likely a device issue and will need to exchange the handset.
• If the issue is with a custom ringtone not playing, change the setting to one of the default tones (Start > Settings > Sounds & Notifications) and retest. If the issue is not seen with one of the defaults then the issue is likely with the custom tone and not a device issue.

Perform a soft reset on the device and retest. If the preceding troubleshooting steps do not resolve the issue, perform a Hard Reset on the device.

Warning: All data will be permanently deleted from the device during the Hard Reset process!!! A master reset restores the original factory settings and can erase all downloaded content, including ringtones, camera images, contacts stored in the handset memory, and Java™ applications. It does not erase data stored on the SIM card or memory card (if available). Back up all necessary data on the device memory before proceeding.

The preferred method for a Hard Reset is via Start > Settings > System > Clear Storage. Once the Hard Reset has been completed and the automatic Customization process had been allowed to complete, you will need to thoroughly test the unit. If the issue returns, the unit can then be considered for a Warranty Exchange as long as there is no physical or liquid damage.