topic Re: The other person can hear echo in Z Series

The other person can hear echo

Atamanchuk — Thu, 15 Feb 2018 16:04:36 GMT

Hello. Xperia z5 after the fall was in the shop. After changing the display during a conversation, the interlocutors can hear its echo. Passed in repair, but the problem was not solved. In service do not want to take very long. Please tell me the possible cause of the defect.

Re: The other person can hear echo

Jonas — Mon, 19 Feb 2018 08:46:52 GMT

Hi @Atamanchuk, welcome to our forum and I'm sorry to hear about this.

Was the device repaired at an authorized service centre? If that is correct, was it the same place that you visited again when you started to experience this behaviour?

Have you tried using the microphone outside of a call? There is a inbuilt test in the device that you can do to see if you can hear an echo when you aren't in a call. You can find the test in Settings > About phone > Diagnostics > Test > Microphone.

Let me know how it goes!

Re: The other person can hear echo

Freddypow — Thu, 22 Feb 2018 16:47:16 GMT

I tried the mic test, voice sound pretty clear, I don't hear echo, but people still hear echo when calling me or if I call them

Re: The other person can hear echo

Jonas — Tue, 27 Feb 2018 11:27:32 GMT

Hi @Freddypow, sorry to hear about this.

In this case, I would recommend that you try and change the network mode in your device and see if the people calling you still experience an echo. To do this, go to Settings > More > Mobile networks > Preferred network type > GSM Only / WCDMA Only. Make a few calls and see if there has been any change for the counterpart.

You can also try and do a phone call with the loud speaker activated and see if there is an echo for the person calling you.

Let me know if that helps!

Re: The other person can hear echo

Freddypow — Tue, 27 Feb 2018 22:39:05 GMT

Loudspeaker work fine, problem is the microphone I think, I read many articles and reviews, and people complaining about that problem only resolved it by replacing their mic or replacing their phone. It's a factory problem , which is pretty sad, I'm ordering a new phone, my one and only solution.

Re: The other person can hear echo

Jonas — Tue, 06 Mar 2018 15:20:53 GMT

Hi again and sorry to hear that there has been no change even after changing the network type.

Just so we can make sure that this is not related to the software in your device, could you try and perform a software repair using Xperia Companion? This will reinstall the latest available software and in the same process, remove all data stored on the internal storage of the device, so it's advised that you create a backup using Xperia Companion before you start with the repair.

If the counterpart still hear an echo even after the repair has been completed, I recommend that you get in touch with your Local support team and they will arrange a repair for you so a trained technician can examine your device.

Keep me posted!

Re: The other person can hear echo

MarleneS — Tue, 09 Jul 2019 02:05:06 GMT

I have the same problem. Before I was able to fix it by disabling the noise suppression, but I had to re-set my phone and now the problem is back and the setting to access the Microphone noise suppression menu has been removed. Please advise how to access it. I confirmed it is the microphone that is the problem. I used my husbands phone today from my car and no echo. But my phone is terrible, when I mute my side of the conversation, the caller hears no echo. I unmute it and they cannot even understand what I am saying. I have to pick the phone up and take it off bluetooth. PLEASE HELP I HAVE SEARCHED AND TRIED EVERYTHING. It is a dual microphone problem.....How can I mute one of them?

Re: The other person can hear echo

Jonas — Thu, 25 Jul 2019 12:11:02 GMT

Hi @MarleneS, sorry to hear about this and I apologize the late reply, I have been out of office due to vacation.

In Android 6.0 and onwards, the noise suppression is always turned on and it can't be turned off since there is no setting for it.

You are correct that it's two microphones and the bottom one which is the main one will be used if you have the phone at your ear and the second microphone is used when you have device in loud speaker mode, or if you are recording a video.

Does this only occur when using Bluetooth and does it occur with more than one Bluetooth accessory? For example if you have a headset with a mic on it that will be used during a call instead of the microphone(s) in the device, is there still an echo?

Let me know how it goes!

Re: The other person can hear echo

Marlene2002 — Fri, 26 Jul 2019 19:00:44 GMT

I could no longer wait for a solution. Besides u are saying there is not
one. My texting also stopped working...so can't call or text kinda makes
the phone useless. I bought a new phone and will never go back to a Sony
phone. The manufacturing in Japan would be disgraced by their American
counterparts

Re: The other person can hear echo

Jonas — Wed, 31 Jul 2019 10:53:06 GMT

Hi again @Marlene2002!

There is of course a solution, it's just that we have to troubleshoot to find the what is the cause of this, but I guess it's pointless now.

The devices are not manufactured in Japan, just for your information.

Re: The other person can hear echo

Marlene2002 — Wed, 31 Jul 2019 23:37:50 GMT

Previously you stated that the option was removed. If it is removed how do you troublshoot it? It should not take WEEKS to get a reply. You can't possibly be the only person from Sony who answes these threads. I was not referring to the product being made in Japan,I was referring to the customer service, or lack thereof, in this case. They as a Japanese companyw respect their customers much more than you do. I hope your manager reads your responses to customers!

Re: The other person can hear echo

Jonas — Mon, 05 Aug 2019 12:36:23 GMT

Hi again!

Since it has been removed, there is other troubleshooting steps, such as the ones I have posted in this thread to other users.

If you could also answer the question that I asked you about, that would be very helpful, since I don't know if this only occurs when you are using Bluetooth and with different Bluetooth accessories, or if it a common behaviour even when you are making calls without using Bluetooth.

I understand that I answered very slowly since I was on vacation and in most markets there is a Local support team that you can contact via phone, chat or Email if you prefer that instead.

The most important part for me to know now is if it occurs only when using Bluetooth, or if occurs when making a phone call with the phone at your ear.

Thank you!

Re: The other person can hear echo

KarateOla — Mon, 17 Feb 2020 01:03:29 GMT

Hi!

Then I will join this thread. I have the echo problem on remote side of all voice calls in an Xperia XZ1 after a screen repair. With a bluetooth mic there is no problem. Please help me understand how I can fix it! BR Ola

Re: The other person can hear echo

Marlene2002 — Mon, 17 Feb 2020 01:07:21 GMT

The only way there was to fix this has been removed as a setting. I tried forever to get an answer and when they finally replied it wasn't a fix. My solution was I had to buy a new phone. Good luck with the help from Don't on this thread. Worthless

Re: The other person can hear echo

Jonas — Tue, 18 Feb 2020 13:43:15 GMT

Hi @KarateOla, sorry to hear that.

If it started directly after a screen repair, it sounds like something went wrong with the repair and perhaps everything was not put together as it should have.

There are not really any settings in the device as the noise suppression will always be enabled by default, and there is no setting to remove it.

You can try with a different SIM card or change the network type (Settings > Network and Internet > Mobile network > Preferred network type), but if it worked fine before the repair, it sounds more like the repair wasn't done properly.

Re: The other person can hear echo

KarateOla — Sun, 23 Feb 2020 22:26:59 GMT

Thanks!

Yes, I think you are right! The repair went wrong, but the repair store is no longer there, so I've opened up the screen myself and tried to see if anything was missing. So my question is, what changable hardware could be not working correct? All tests in the service menu is OK. When I'm holding the screen an inch from the phone (phone is on) there is no echo, but when the screen is back on the phone, the echo starts again. (I've now added some light foam over the mic, but the foam from the beginning was removed at first repairment).

BR Ola