The device is not ringing for inbound calls/SMS/MMS, etc.


1. Verify that the device is not set to Silent Mode

∑ There will be a music note with line through it in the upper right of the Home screen if the device is on silent or if the device is set to vibrate, there will be an icon for this as well.

2. Verify that the Ringer Volume is turned up.

∑ From the Home Screen, press the Volume Up button located on the left side of the device.

∑ Note: If you are on the Home screen, you should see a pop-up meter that shows the Ringer Volume level.

3. Check your ringtone and notification sounds selection by going to Home>Menu>Settings>Sound and display. If using a custom tone and it isnít working, select one of the defaults and retest. If that resolves the issue, the problem is with the custom ringtone file.

4. If the user is complaining the ring volume lowers itself, there is a setting in the device that lowers the volume of the ringer when the device is moved/picked up while the call is coming in.

∑ Home>Settings>Sounds & display>Quiet Ring on pickup.

5. Soft Reset the device by powering it off and removing the battery for 10 seconds.

∑ If the Soft Reset doesnít resolve the issue, the device will need to be Hard Reset.



No Audio in Media content

1. Verify that the devices Media Volume is not set to Silent Mode

∑ From within a Media Application, press the Volume Up/Down Button to see what the current level is or from the Home Screen go to Menu>Settings>Sounds & display>Media Volume.

2. Are only certain files having the issue?

∑ Verify that the file type is supported.

3. Soft Reset the device by powering it off and removing the battery for 10 seconds.

4. If the Soft Reset does not resolve the issue, perform a Hard Reset.



No Audio on voice calls

1. Check the In Call Volume to ensure that it is turned up.

∑ While on an active call, press the Volume Up button to change the In-Call volume.

∑ Note: In call volume settings are only available while on an active call.

2. Use the wired headset that came with the device and make a phone call,

∑ If the issue cannot be duplicated on the headset but continues on the device, perform a Hard Reset and retest.

3. Ensure that the user is not covering the Microphone (speaker for outbound audio) with their hand.

∑ The microphone is located on the bottom of the device to the right of the Micro USB port.

4. Soft Reset the device by powering it off and removing the battery for 10 seconds.

∑ If the Soft Reset does not resolve the issue, perform a Hard Reset.