No sound since latest update

[Claribo80]

Downloaded the latest update a few days ago and since then l have no sound on my phone with calls, alarms, videos or music. The phone won't play any videos that contain sound but will play if there is no sound on the video. I can't answer calls or make them. The headphones don't work either. I tried downloading soundabout but the app won't open, l have also reset the phone but no luck. Any suggestions anyone? 

[Claribo80]

My phone is xperia xz 

[Emil]

Hi @Claribo80,

I'm sorry to hear this.

I'd recommend that you reboot your device to safe mode to see if this behavior may be caused by one of your downloaded apps as these will be temporarily disabled in this mode. How does the device behave in this mode? You can test your loudspeaker for example if you go to: Settings > System > About phone > Diagnostics > Test > Loudspeaker.

I would also recommend that you reset the app preferences in your device. To do so, go to: Settings > Apps & notifications > App info > Tap ... > Reset app preferences > Reset apps. Then try the loudspeaker test again to see if there is any change.

Let me know how it goes!

[Claribo80]

So I've put into safe mode and tried the loudspeaker test with no joy even tried resetting my apps and still nothing. I don't think the apps are the issue as this only happened after the latest update.

Any more suggestions? 

[Emil]

Then I would recommend that you perform a software repair using Xperia Companion. Note that this will completely reset your device so I recommend that you perform a backup using Xperia Companion first. 

Keep me posted how it goes.