If you experience that the sound quality is bad during calls, try these actions one after the other. Verify after trying each action whether the problem was solved before trying the next one.
Hint
The following steps may differ between Android versions. To learn which Android version your device has, find and tap Settings → About phone → Android version. If you do not see About phone under Settings, tap System.
- 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.
- If your device uses a cover or a case, remove it to see if the sound quality improves.
- Make sure that your hand isn’t covering the phone microphone, and check that there is no water or dust blocking the microphone or the area around the microphone.
- Turn off your device and then turn it back on. By doing this you turn off all running applications and free up memory, which sometimes automatically solves the issue.
- 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 or old.
If the suggested solutions do not work, try the following actions:
- Carry out a quick test to verify that the microphone and ear speaker are working properly.
To carry out a test using the Support
- Find and tap Settings → Support.
- Tap
(Tests icon), and then choose a test from the list. - Follow the instructions to carry out the test.
- Use Safe mode to check if any downloaded applications are causing the problem. In Safe mode, your device only starts with software and applications that were already installed when you purchased your device. If the device’s performance improves in Safe mode, it’s likely that one or more of your post-purchase downloaded applications are affecting the device negatively. You can exit Safe mode and restart the device to uninstall the application or applications that you suspect are causing the problem. If the problem is recent and you're not sure which application is causing the problem, you can start by uninstalling the most recently downloaded application.
To enable Safe mode
- While the device is turned on, long press the power key.
- In the dialog that appears, touch and hold Power off, then tap OK if prompted.
- Wait for the device to restart in Safe mode.
Note
To exit Safe mode, restart the device.
To uninstall an application from the Application screen (Android 12/Android 11/Android 10)
Note
Only downloaded apps can be fully uninstalled.
- Touch and hold the app icon until the device vibrates.
- In the menu that opens, tap App info → UNINSTALL.
To uninstall an application from the Application screen (Android 9/Android 8)
Note
Only downloaded apps can be fully uninstalled.
- Touch and hold the app icon until the device vibrates.
- In the menu that opens, tap
(Uninstall app icon) → OK.
- Update your device to ensure that you have optimal performance and the latest enhancements.
- Perform a factory data reset. This is sometimes the best solution if your device stops functioning properly, but note that it will delete all personal content saved on the internal memory of your device. Make sure to back up data that you want to keep.
To back up your data using a computer
- Unlock the screen of your device and connect your device to the computer using a USB cable.
- On the computer, select which files to back up, then copy and paste or drag and drop the files to a location on your PC.
To back up and synchronize apps, phone settings, and call history
- Find and tap Settings → System → Backup. You may find the item under Advanced.
- Tap the switch to enable the function. Your app data, device settings, and call history will be backed up automatically.
Note
You can also enable backup from the settings menu in Google Drive. You can synchronize your app data, device settings, and call history automatically by logging in to the Google account used to synchronize data on your old device. When you power on your new device for the first time, log in to the Google account during the setup wizard.
To perform a factory data reset (Android 12/Android 11/Android 10)
Note
To avoid permanent damage to your device, do not interrupt a factory data reset procedure.
- Back up any important data that is saved on the internal memory of your device to a memory card or other non-internal memory. If you have any encrypted files stored on an SD card, you should also remove the encryption to ensure you can still access them after the reset.
- Find and tap Settings → System → Reset options. You may find the item under Advanced.
- Tap Erase all data (factory reset) → Erase all data.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- To confirm, tap Erase all data.
Hint
Your device does not revert to an earlier software version of Android when you perform a factory data reset.
To perform a factory data reset (Android 9)
Note
To avoid permanent damage to your device, do not interrupt a factory data reset procedure.
- Back up any important data that is saved on the internal memory of your device to a memory card or other non-internal memory. If you have any encrypted files stored on an SD card, you should also remove the encryption to ensure you can still access them after the reset.
- Find and tap Settings → System → Reset options. You may find the item under Advanced.
- Tap Erase all data (factory reset) → Reset phone.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- To confirm, tap Erase everything.
Hint
Your device does not revert to an earlier software version of Android when you perform a factory data reset.
To perform a factory data reset (Android 8)
Note
To avoid permanent damage to your device, do not interrupt a factory data reset procedure.
- Back up any important data that is saved on the internal memory of your device to a memory card or other non-internal memory. If you have any encrypted files stored on an SD card, you should also remove the encryption to ensure you can still access them after the reset.
- Find and tap Settings → System → Reset.
- Tap Factory data reset → Reset phone.
- If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
- To confirm, tap Erase everything.
Hint
Your device does not revert to an earlier software version of Android when you perform a factory data reset.
