App Support
(27.08.2012)
Relevant FAQs
- My app does not have sound
- My app was working previously but now has no sound
- This is the only app without sound
- All my apps have lost sound

We recommend you download the PDF Help Sheet as this contains useful images of the device controls and settings to help you fix the problem. To download Click Here

Notes
There are a number of reasons you can lose sound from a specific app, or indeed the device generally. The causes range from incomplete or faulty app download, volume control issues, mute
button inadvertently switched on or out of date system software. There are also various known issues with the operation of the devices and some inherent issues with the operating system and Apple processes which can also affect sound.

It is important to note that none these issues are unlikely to be caused by a fault within the app, since all apps are tested by Apple prior to release. Issues of this nature are very common and very
well documented and are usually simply a combination of device settings or incomplete processes.

Loss of sound after the installation of an app will not cause a lasting hardware fault with the device.

Below are the most common fixes for sound related issues. Please follow these instructions carefully line by line, and in the order listed as failure to do so can result in the fix not working. We suggest you try one fix at a time, re‐testing the app after each fix is complete until sound is restored. There is no need to undertake further fixes once sound has been restored.

1. Try a re‐boot First
The first thing to try is a re‐boot of the device. This is the most common fix for faults experienced after installing an app. It has a similar function to the re‐booting a PC, completing the install process and clearing down any temporary data and buffers.

- Press and hold the power button on your device until the "Slide to Power off" panel appears. Slide to power off. You'll get a timer and then the screen will go blank.

- Wait a few second and now press and hold the power button again until the apple appears on the screen. Your device will restart and you can log in as normal.

- Re‐test the app, if you still experience problems move to the next fix.

2. Check the Side Switch (iPad only) and Volume Controls
The next thing to check is the status of the Volume Controls and Side Switch whilst running the affected app. Both of these facilities are software controlled meaning that one app might have volume set to max, but in another it may be turned right down. Review our
Volume Controls and Side Switch Explained section below if you are unsure of the functions.

To undertake this fix;
‐ Make sure the affected app is running.

‐ Now press the Volume UP button to check the volume hasn’t been turned down.

‐ Next look at the Side Switch. Check whether it is in the up or down position. In the down position a red marker can be seen, this means the switch is ON. If it is ON, switch it back and see whether sound is returned to the app. You may have to press the volume UP button afterwards to restore sound to a volume that you can hear. Re‐test the app.

Volume Controls and Side Switch Explained
- The Side Switch is the small toggle/slider switch located next to the volume buttons on the side of the device.

- The Side Switch performs two main functions on the iPad, muting sound or locking the device screen rotation. Its function can be selected by the user in Settings, but by default the switch is set to Mute sound.

- Because the switch is under software control, in mute mode it can affect different apps and different types of sound within apps.

- On other devices the Side Switch controls sound muting only.

Side Switch Status Indicators
When you move the Side Switch an icon will appear on the screen to indicate the new state of the switch. There are four possible icons as follows:‐

‐ Bell ‐ This indicates the Side Switch is being used to control device sound and that sound is now ON.

‐ Bell with a strike through it ‐ This indicates the Side Switch is being used to control device sound and that sound is now OFF.

‐ Circular Arrow (iPad only) ‐ This indicates the Side Switch is being used to control screen rotation and that the screen display will be rotated as you rotate the device.

‐ Circular Arrow with a padlock (iPad only) ‐ This indicates the Side Switch is being used to control screen rotation and that the screen display is locked, so the picture won’t automatically turn upright if you rotate the device.

3. iPad Mute‐Locked Issue
On an iPad it is possible to “lock” the device with sound muted in a specific app. To many users this looks like the app has lost sound. However this is not a bug with the app but is a state of sound caused by how the iPad’s operating system controls the use of the Side
Switch functions. See Volume Controls and Side Switch Explained above.

Use of the Side Switch to Lock the Screen rotation straight after the switch has been used to Mute sound will lock an app into muted sound mode. This prevents the side switch from affecting sound because the sound was muted before the switch’s function was changed.

To correct this;
‐ Open the affected app.

‐ Double‐tap the home button at the bottom of the device. This will bring up the task bar.
*(Please note only later versions of iOS have this function, if your iPad does not have this function please update your iOS to the latest version).

‐ Swipe your finger from left to right (on the task bar) to scroll the icons over, this will bring on the music player controls (from the left). The leftmost icon shows the state of sound Muting.

‐ If this is the cause of the problem it will be displayed with a strike through as shown above. Press this button once to un‐mute the sound. If it first appeared without a strike through, press once to mute and then again to un‐mute to ensure it is reset properly.

‐ Press the Home button to exit the task bar and reload the app. You should find that Audio has been restored to the app.

‐ Re‐test the app, if you still experience problems move to the next fix.

4. Check the Ringer and Alerts Setting
If you are still experiencing loss of sound after performing all off the previous fixes we need to check the Ringer and Alerts settings. Some apps appear to misread this system setting.

To check this;
‐ Go into Settings>General>Sounds,

‐ Then go to the section marked Ringer and Alerts.

‐ Slide the control down to zero then back up to maximum volume.

‐ Now re‐test the app, if you still experience problems move to the next process.

5. Try deleting and Re‐installing the App
This is one of the most used processed to fix faults experienced after installing an app. It is described in full in our separate Help Sheet on the subject. Please follow the instructions very carefully line by line even if you have attempted this process previously. If after trying this process your app still fails to have sound, please proceed to the next process.

6. Check your iOS System version
Please check that your iOS system software is up to date. You can check this by going into Settings>General>Software Update which will automatically check you have the latest version.

If your software is not up to date we recommend you update as soon as possible. Although you may not want or need any of the additional features associated with the latest software, updates also usually include critical system updates and bug fixes as well, and in addition the process itself has a “cleaning effect” on the device, removing any redundant or unnecessary files and data.

Before you perform a system update though we strongly recommend that your device is fully backed up using iTunes. If after trying all of the above fixes your sound is still not restored, please review the guidance below.

7. Faulty Device Headphone Detection
The following issue is relatively unknown by the public although quite well documented on Apple user forums and seems to be related to earlier versions of iOS.

The problem can occur after unplugging headphones while playing music, talking on the phone or any combination of those tasks. It is also possible for the same issue to occur when none of the above has taken place, although this is rare. It seems the device still thinks that headphones are plugged in, even when they are not. This is because the system is under software control and not simply switched by the socket’s switching mechanism.

There is no high tech solution if this problem occurs, powering off, resetting and even software updates usually do not cure this.

Great care should be taken not to damage the connectors when plugging and unplugging any cables into your device. This operation is performed at your own risk. If you are not confident carrying out this operation safely, please refer the device to your local retailer or Apple service centre.

According to information posted on forums and replies from our own customers, to fix the issue you should try the following process;

‐ Play music through the iPod section of the device with volume up (about mid‐point is fine) and WITHOUT headphones connected.

‐ During play, plug headphones in, unplug them, and then plug them in again. Etc.

‐ Repeat this process a few times and the device should detect the removal at some point and play sound back through the speaker.

If you still encounter further problems check for other FAQs on this subject or contact our support department for further help. We answer every email, usually within 24 hours and pride ourselves in going the extra mile to fix all reported issues.

Email us at: [email protected]