Headphone Problem

[jeocava]

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.

[jeocava]

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

Hope someone could help. Thanks.

[Phy]

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

[jeocava]

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?

[Uliwooly]

@jeocava

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

[jeocava]

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.

[Dmidkiff]

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

[Dmidkiff]

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

[Dmidkiff]

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.

[rossk25 · Accepted solution]

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.