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    The Sound During Calls is Bad

    If you experience poor sound quality during calls, try these actions one after the other. Verify after trying each action whether the problem was resolved before trying the next one.

    • 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 Xperia™ 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 your current SIM card isn’t defective or old.

    If the suggested solutions do not work, try the following actions:

    • Run the Xperia™ Diagnostics application to verify the microphone and ear speaker are working properly.

      To carry out a test

      1. Find and tap Settings > Support .
      2. Select the Tests tab, then select a test from the list.
      3. Follow the instructions to carry out the test, then tap the check mark icon or the notification icon depending on whether you passed the test or not.

    • 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

      1. While the device is turned on, press and hold down the power key.
      2. In the dialog that appears, touch and hold Power off until the device starts to shut down.
      3. Wait for the device to restart in Safe mode .

      To exit safe mode, restart the device.

      To uninstall an application from the Application screen

      Only downloaded apps can be fully uninstalled.

      1. Touch and hold the app icon until the device vibrates.
      2. In the menu that opens, tap > OK .

    • Update your device to ensure that you have optimal performance and the latest enhancements. Read more about how to update and find the latest software version.

    • 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. Be sure to back up data you want to keep.

      To back up your data using a computer

      1. Make sure Xperia™ Companion is installed on your PC or Mac®.
      2. Connect your device to the computer using a USB Type-C™ cable.
      3. Computer: Open the Xperia™ Companion software if it is not automatically launched. After a few moments, the computer detects your device.
      4. Make sure that the USB connection mode on your Xperia™ device is set to Transfer files .
      5. Select Backup on the Xperia™ Companion main screen and follow the on-screen instructions.

      To perform a factory data reset

      To avoid permanent damage to your device, do not interrupt a factory data reset procedure.

      1. 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.
      2. Find and tap Settings > System > Reset .
      3. Tap Factory data reset > Reset phone .
      4. If required, draw your screen unlock pattern or enter your screen unlock password or PIN to continue.
      5. To confirm, tap Erase everything .

      Your device does not revert to an earlier software version of Android when you perform a factory data reset.

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    On your Xperia™ device, go to Settings > About phone/tablet > Model number
    On your Xperia™ device, go to Settings > About phone/tablet > Model number