topic Headphone Problem in Z Series

Headphone Problem

jeocava — Sun, 27 Mar 2016 23:47:05 GMT

Hi,

I am experiencing an odd problem regarding my Z5 Premium Dual Headpones. I cannot hear a sound when i play music, watch videos or sound clips, but the odd part is i can hear the clicking sounds, also it works with the FM radio and Internet Calls (Haven't tried with Normal Calls). So i thought this is not a hardware problem. I just bought it a week ago and upgraded it all the way to Marshmallow, so i didn't have the time to check if it is working with Lollipop. Also, there's no lightning icon appearing when i connect my headphones (Sony). I also tried using other headphones (Apple) but still no luck. I also tried Soundabout, but still not working or maybe i didn't know how to use it properly.

Note: I just used it with Spotify a few days back but now it is also not working with the said application. I haven't installed any Software/Apps since i tried using Spotify again.

Re: Headphone Problem

jeocava — Sun, 27 Mar 2016 23:48:16 GMT

Just to add. I tried booting in safe mode but again, still no luck.

Hope someone could help. Thanks.

Re: Headphone Problem

Phy — Sun, 27 Mar 2016 23:57:56 GMT

If other headphones aren't working, you might have a defective unit, contact your local Xperia support
http://support.sonymobile.com/global-en/contactUs/

Re: Headphone Problem

jeocava — Mon, 28 Mar 2016 09:56:06 GMT

Thanks Phy for the suggestion but i think this is not a hardware problem beacause it is working with the FM Radio, Wifi Calls and i am also hearing the clicking sounds. Also, i used this with Spotify a few days ago, using the headphones that came with my unit. Could this be a bug on Marshmallow? And will Sony repair my device if it is a Software Problem?

Note: I bought my device on a reseller here in our country (Philippines). My device do not have a manufacturer's warranty, just a service warranty from the reseller. Will Sony still accept my device for repair? Or can they repair my device with payment?

Re: Headphone Problem

Uliwooly — Mon, 28 Mar 2016 21:23:39 GMT

@jeocava

Contact the seller, if this phone was bought from a different country, Sony won't repair it.

Re: Headphone Problem

jeocava — Sat, 09 Apr 2016 06:10:57 GMT

Hi again. I Just discovered something, i was on a call while i am using a headphone (It works with calls) then i opened an application (game), which do not have sounds when i use/play and then i noticed that there is sound coming from he app/game. I haven't tries it with other apps but this just proves that this is a software problem, not a hardware problem which sony needs to fix. ASAP.

Re: Headphone Problem

Dmidkiff — Mon, 11 Apr 2016 01:14:01 GMT

I just want to chime in and say I am having the EXACT same issue on my Z5 compact

Re: Headphone Problem

Dmidkiff — Mon, 11 Apr 2016 01:23:06 GMT

Oh, and the issue presented itself for me during and after using the Fm radio. I'm worried that the radio is the issue.

Re: Headphone Problem

Dmidkiff — Mon, 11 Apr 2016 17:48:49 GMT

So, I ended up reinstalling Marshmallow via the PC Companion today and that has appeared to fix the issue. Very unsatisfying to have to use a scorced earth tactic like that, but at least the problem is fixed.

Re: Headphone Problem

rossk25 — Tue, 12 Apr 2016 12:58:45 GMT

I have similar headphone issues. But i find that my headphones work nicely when I have HSEE HX audio turned on. But when I switch it off and use the ClearAudio+ no sound comes through except for clicks and button presses... I think it is just a software bug.

Earphone not working properly after update

Jithmc — Thu, 14 Apr 2016 08:12:09 GMT

Hi,

I'm using a Xperia Z5 premium dual sim. I got one more update after marshmallows and after that my ear phones are not working properly. Some times it works, but not for long. I'm using original sony ear phone. Can any one give me a solution for this issue?

Re: Earphone not working properly after update

Lord_viridis — Thu, 14 Apr 2016 08:15:12 GMT

Check port for fluff or lint.
Clear smart connect cache and data (settings, apps, smart connect, storage)

Re: Earphone not working properly after update

Jithmc — Thu, 14 Apr 2016 08:22:57 GMT

thank you for your reply. i tried that. But still the same...

Re: Headphone Problem

jeocava — Fri, 15 Apr 2016 20:02:41 GMT

Just to add. It is still not working for games. But it is working for the Music app and Spotify. Hope they will fix this issue. Thanks for the help.

ClearAudio+ & Sound Automatic Optimization & Marshmallow Update

Mika012 — Sat, 16 Apr 2016 15:00:08 GMT

Hi there,

Shortly after I upgraded to Marshmallow, ClearAudio+ and Automatic Optimization have stopped working when my headphones are connected. When either are enabled, I still hear audio through the speaker but if I connect the headphones I see that the music continues to play, but there is no sound.

The odd thing is that these features still worked immediately after the update; it was only a few days after that the issue presented itself.

This morning, I received another update (32.1.A.1.185), but the issue remains unresolved.

Has anyone else encountered this? Solutions/Suggestions?

*Edit: Just realized that this issue was also reported on the following thread:

http://talk.sonymobile.com/t5/Xperia-Z5-Z5-Compact-Z5-Premium/Headphone-Problem/td-p/1109104

Re: Headphone Problem

Mika012 — Mon, 18 Apr 2016 03:59:33 GMT

Per the suggestion of someone else in a related thread, I repaired the phone's Android installation using Sony PC Companion and both ClearAudio+ and Automatic Optimization now work again. It's a hassle, but it seems to work.

Re: Headphone Problem

jeocava — Tue, 19 Apr 2016 17:04:26 GMT

Just an update.

Now i can hear sounds on media apps like Music, Spotify, Games and Social Apps; however, this is just a temporary solution. I Tried tinkering on the audio options but it seems that the only way is by enabling HSEE HX. Also, another problem i encountered in my experience is that you need to open the music app first and play a song just a few seconds then go to the app you want (i.e. Spoify) before you can hear a sound. If you open the app first (i.e. Spotify) there will be no sound at all. This is the only way i can hear sounds through other apps mentioned above.

Question: If i repair my phone through PC Companion. Will the data and settings be erased (i.e. Apps, Music, Pictures)? If i back it up, will this be enough to set my phone back to its previous state or i need to set it all up again? Cause some users on other threads/post told that it works. Thanks.

Re: Headphone Problem

rossk25 — Fri, 22 Apr 2016 04:52:17 GMT

I think the bug ocurs due to the Automatic Optimization setting. Did you switch yours on when asked to after pluggin in headphones?

If I switch off HSEE HX and go into the Sound Effect settings, the Automatic Optimization cannot be turned on or off! Do you have this issue too?

Seems the only workaround is to either do a hard reset or repair the software with PC Companion. I personally do not want to do this so just going to live with it and hope that the next update will fix this issue.

jeocava wrote:

Just an update.

Anything on you SD card will not be affected. Everything on your phone will be wiped, All apps, app settings, photos, music, videos etc. etc will be wiped.

You can back up your phone so that it does restore much of the settings, wallpapers, personal files etc. etc.

Re: Headphone Problem

shavneel — Sat, 01 Jul 2017 03:27:57 GMT

i am having the same problem with my z5 premium. plus even if i plug in my earphones, the earphone sign does not show on the screen and the phone is just a month old. i have tried rebooting and blowing the aux port. please i need some help here.

Re: Headphone Problem

Bhuwan02 — Wed, 18 Jul 2018 23:52:04 GMT

Hi,

I have started experiencing volume drop in my headphones. It was working fine 2-3 weeks ago and suddenly I started experiencing that I am not able to hear properly from this earphone. I thought that it may be software issue but now I have noticed it has started doing this with all other devices as well. This is my 2nd earphone giving me same problem and it always starts as soon as it comes out of warranty i.e. after 1 year. Now, I am using this earphone 3 times higher volume on my laptop than what I used to keep in order to hear from this earphone. First time I thought that it might be some issue with wire so I got a new set and now same thing has started with second set as well. Worst part is it is out of warranty now.

I was a fan a sony earphones but experiencing this problem twice, I believe I have to move on from Sony.