topic Re: Headphone jack issues in Z Series

Headphone jack issues

matyd — Thu, 19 Jan 2017 15:05:46 GMT

Hi,

Wondering if anyone has advice for me. Just over a year ago I bought after saving an Xperia Z3 new unlocked, after a month the headphone jack had issues if the headphones moved at the point of where it's inserted one way it would distort the sound, after a year and taking excellent care of my phone it sounds like something is loose inside the phone at the headphone jack port

I know it's under 2 year warranty so it can.be repaired but I need a phone for work I can not just not have one and I can't really afford a new one (my issue)...

Has anyone else had this problem with the Z3 and Z series?

What's the process like of sending to Sony for repair and has anyone done it and had their phone back in worse condition?

And can any one recommend a new Sony phone that's better or even another brand?

I've always had Sony but past 2 phones something went wrong...

I'd appreciate any advice

Re: Headphone jack issues

Jonas — Thu, 19 Jan 2017 16:46:46 GMT

Hi @matyd, welcome to our forums!

I'm so sorry to hear about your phone.

Have you had the opportunity to try another pair of headset/headphones in your phone? Just to make sure that your headphones aren't the cause of this. If have another pair or if you can borrow a pair from a kind friend, colleague or family member.

If you have, and you are still experiencing this behaviour, I would recommend that you start with clearing data for the Smart connect app, you can do that if you go to Settings > Apps > Smart Connect > Clear data. When you are done with clearing the data, reboot your phone and see if you are noticing any difference.

If there is no change, I would recommend rebooting your phone in safe mode to rule out that a third party application is the cause of this, since these apps won't be loaded in safe mode.

Should there be no change while the phone is rebooted in safe mode, try performing a software repair using Xperia Companion.

Do note that this will delete all data stored on the internal storage in your phone so it's recommended to perform a backup using Xperia Companion prior to starting with the repair.

The last step is to contact your Local support team so they can assist you with having the phone sent in to an authorized service centre.

I understand that it's hard to be without a phone these days and I can only answer for the Nordic region where I'm located, and if you buy a phone in a store here and you need to have it sent to service they can in most cases help you with a loan phone during the period that your phone is at service. This may be different from where you are located though.

Let me know how it goes!

Re: Headphone jack issues

matyd — Thu, 19 Jan 2017 16:54:29 GMT

Tried all that, 3 different headphones and same issue for all... Unfortunately I can't find any Sony stores in the UK it's definitely a hardware issue

Re: Headphone jack issues

Uliwooly — Thu, 19 Jan 2017 18:53:53 GMT

@matyd

>>> Local support

Re: Headphone jack issues

Jonas — Fri, 20 Jan 2017 13:27:55 GMT

I see, sorry to hear that.

I work globally, but I'm located in the Nordics so I'm afraid I won't be able to provide you with information on where the service centres are located in your market, I would recommend getting in contact with your Local support team.

They are experts on your market and will be able to assist you with any questions that you may have regading service routines, warranty, consumer laws and so forth.

Let us know how it goes and have a great weekend!

Re: Headphone jack issues

DemJ — Tue, 02 May 2017 16:55:11 GMT

This is definitely a Hardware issue, I have the same problem with mine for multiple plug in headphones. When you turn the 3.5mm in the port sometimes the sound will cut out, I have had my z3 for 2 years now and it has done this since back when I purchased it.

Re: Headphone jack issues

Jonas — Thu, 04 May 2017 08:13:42 GMT

Hi @DemJ, sorry to hear about this.

That sounds like it's related to hardware and not software. Have you made sure that there is no dust or moisture in the audio jack on your phone?

If there isn't, your device will need to be sent to an authorized service centre so it can be examined by a technician!

Your Local support team will assist you further with how to send it to an authorized service centre and answer any questions that you may have!

The device does not respond to the input headset

RizkyVanDeBrown — Thu, 18 May 2017 01:43:12 GMT

When I attach the headset to the device. There is no response if the headset is connected to the device. Please help me fix the device

Re: The device does not respond to the input headset

Jonas — Fri, 19 May 2017 10:52:49 GMT

Hi @RizkyVanDeBrown, sorry to hear about this.

I'd recommend that you start the FM radio application in your phone and then plug in your headset again in your phone, does the message "Please insert the headset. The cord works as the radio antenna" appear when the headset is connected?

If it doesn't appear and the headset/FM radio works just fine, try clearing data for the Smart Connect application in your phone, you can do so if you go to Settings > Apps > Smart Connect > Storage > Clear data > restart your phone. This is the application that gives you the notification for when a headset is plugged in.

You can also try another headset in your phone if you have one available.

Let me know how it went!

Re: The device does not respond to the input headset

Mrwarner — Fri, 02 Jun 2017 00:28:36 GMT

I'm having the same issue as @RizkyVanDeBrown

FM radio does not recognise the headphones. nor in music.

Cleared data in smartconnect.

Tried a different set of headphones.

still nothing.

only started occuring after the lattest software update. everything was working perfectly til then.

Re: Headphone jack issues

TINA66 — Fri, 02 Jun 2017 11:59:18 GMT

I've had the same issue with my Z3....

Re: The device does not respond to the input headset

Jonas — Wed, 07 Jun 2017 15:07:42 GMT

Hi @Mrwarner, sorry to hear about that and I apologize for my late reply, I have been on a shorter vacation!

In your case I'd recommend that you start with rebooting your phone in safe mode so we can make sure that a third party application isn't the cause of this behaviour. While the phone is rebooted in safe mode all downloaded applications won't be loaded.

If there is no change while the phone is rebooted in safe mode, the next thing to try is performing a software repair using Xperia Companion. This will delete all data on the internal storage of your phone and reinstall the latest available software.

Do note that data will be deleted so creating a backup using Xperia Companion before you start with the repair is advised.

Let me know how it went!

Re: The device does not respond to the input headset

Mrwarner — Thu, 08 Jun 2017 06:40:25 GMT

Hi Jonas.

Hope you had a good break. We all need to recharge the batteries from time to time.

Tried booting in safe mode. no luck.

Went through the whole software repair, still no luck.

While it could be a "hardware issue" it just seems strange that it occured immediately after an update.

Next thing to try might be to roll back the software to the previous version.

it might be too late to try that after a total re-install.

Thoughts?

Mark

Re: The device does not respond to the input headset

Jonas — Fri, 09 Jun 2017 15:01:21 GMT

Hi again @Mrwarner!

The break was great, thanks for asking!

It does indeed sound strange that it occurred after a system update, however if anything went wrong during the update, this should have been solved by the software repair, since the same version got reinstalled in your phone.

You have also tried a different pair of headphones and there was no change with those.

In this case, I'd recommend that you get in touch with your Local support team so they can arrange a repair for you.

@TINA66, You wrote that you have experienced this behaviour as well, do I understand correctly that this have been solved?

Feel free to keep me posted!