FAO iPhone 6s Plus users

-GONZO- · 02-04-2016, 18:31

I don't suppose you've installed the recent software update to see if that resolves the issue? Settings > General > Software Update

NRG · 02-04-2016, 18:52

Hi. Yes I did indeed. There was one outstanding software update which was focused on Safari more than anything else but I installed it anyway last night. I didn't expect it to resolve the issue and lo and behold it didn't.

NRG · 02-04-2016, 18:56

The current software is iOS 9.3.1

Stig · 02-04-2016, 19:31

To backup, erase and restore the iPhone is very straightforward. Just google the terms and you will get step by step instructions form Apple.

NRG · 02-04-2016, 19:43

I was very tempted to go for a full system restore to see if that would cure the problem but I'll let that notion slide now that it's booked in for Thursday.

Aye Up · 02-04-2016, 20:32

Quote:

Originally Posted by NRG

I was very tempted to go for a full system restore to see if that would cure the problem but I'll let that notion slide now that it's booked in for Thursday.

Try and get to an Apple store tomorrow if you can. Seeing as the phone is important I wouldn't wait around. They maybe able to see you tomorrow, they may not, at least you will have attempted to get it sorted sooner and have your appointment as an insurance option.

I assume its in Belfast, their quietest times seems to be when they first open, get there first and you should be in with a shout of getting it fixed or replaced.

NRG · 03-04-2016, 15:44

Just a quick update. A number of people suggested including a couple on thread that I should take the bull by the horns and walk straight in to Apple Store in hope they could help me out. I suspected that might be a total waste of time so rang them and they confirmed my Thursday evening reservation and said they can not see me beforehand due to an overwhelming demand. So I'm glad I did ring and didn't waste my time on a journey into Belfast because by time I drive and get parked up in city centre then walk to the store it's an hour out if my life I will never get back.

KieranDS · 03-04-2016, 18:35

Every time I've been to the Apple Store with a problem (even a smashed iPhone screen) they just replaced my device with a new one instantly. I've never been able to fault their customer service.

tdenson · 03-04-2016, 20:45

Quote:

Originally Posted by NRG

Just a quick update. A number of people suggested including a couple o.hope they could help me out. I suspected that might be a total waste of time so rang them and they confirmed my Thursday evening reservation and said they can not see me beforehand due to an overwhelming demand. So I'm glad I did ring and didn't waste my time on a journey into Belfast because by time I drive and get parked up in city centre then walk to the store it's an hour out if my life I will never get back.

I suspect over the phone they always give the party line, however I suspect turning up in person might be rather different. After all it's a lot easier to say no over the phone than face to face to someone who's had a long journey to get there.

DinkyDoobie · 03-04-2016, 21:30

I haven't read the thread but have you swiped up on the screen and checked the volume settings in the control panel? I was about to take my phone back because none of my headphones worked before i discovered this was a thing.

NRG · 03-04-2016, 22:43

Quote:

Originally Posted by DinkyDoobie

I haven't read the thread but have you swiped up on the screen and checked the volume settings in the control panel?

Hello there. Yes that's been checked and the setting is to the max.

There's been a huge development since I last posted folks. I'm not one for music downloads etc which smart phones are famous for, if I want to listen to music I'll pull up a track from YouTube and watch it. I had the Google app downloaded which I do admit is maybe a little strange considering it's contained within Safari which I never use. Anything I wanted to listen to whether YouTube or news related I listened to via the Google app. All was 100% until the volume/sound crashed 3 days ago hence this thread.

So this evening I decided to go into Safari and pull up a vid from YouTube to see if there was any improvement in sound or if the muted sound was still there. Well low and behold the sound was working perfectly and as it should be through Safari. So I went back to the Google app and pulled up a vid and there's no change there, sound is still at low key.

Folks I need some advice here. Is there any point in going to Apple now if the sound's working perfectly through Safari but not through the seperate Google app. I could go to Apple and say nothing and let them diagnose the fault but if the engineer goes straight to Safari and pulls up a vid they'll make me look like a total idiot.

So what do you suggest folks? let it slide cancel the reservation and be grateful the sound has returned or go and get Apple to check it out regardless seeing as the volume/sound issue still remains albeit through a seperate app because there may be another issue lurking within which is preventing the sound from being audible. I don't want to waste any Apple engineers time. Thanks.

tdenson · 03-04-2016, 23:18

Well it's obviously just a software issue (which I had a sneaky feeling all along that it was). If I was you I would do an iTunes backup, and then a factory restore. Then before you restore the backup check that the sound is all OK.

Aye Up · 03-04-2016, 23:20

Quote:

Originally Posted by NRG

Hello there. Yes that's been checked and the setting is to the max.

There's been a huge development since I last posted folks. I'm not one for music downloads etc which smart phones are famous for, if I want to listen to music I'll pull up a track from YouTube and watch it. I had the Google app downloaded which I do admit is maybe a little strange considering it's contained within Safari which I never use. Anything I wanted to listen to whether YouTube or news related I listened to via the Google app. All was 100% until the volume/sound crashed 3 days ago hence this thread.

So this evening I decided to go into Safari and pull up a vid from YouTube to see if there was any improvement in sound or if the muted sound was still there. Well low and behold the sound was working perfectly and as it should be through Safari. So I went back to the Google app and pulled up a vid and there's no change there, sound is still at low key.

Folks I need some advice here. Is there any point in going to Apple now if the sound's working perfectly through Safari but not through the seperate Google app. I could go to Apple and say nothing and let them diagnose the fault but if the engineer goes straight to Safari and pulls up a vid they'll make me look like a total idiot.

So what do you suggest folks? let it slide cancel the reservation and be grateful the sound has returned or go and get Apple to check it out regardless seeing as the volume/sound issue still remains albeit through a seperate app because there may be another issue lurking within which is preventing the sound from being audible. I don't want to waste any Apple engineers time. Thanks.

DO NOT CANCEL!!!

The chances are the problem will replicate in the coming days, get Apple to look at it anyway. They won't treat you like your are stupid, they are very friendly and respectful. I had a problem withy my 5S a couple of years ago, it turned out some apps had become corrupted, I wouldn't have found that out had it not been for a visit to an Apple store.

Just go, tell them what the craic is and go from there.

Anika Hanson · 04-04-2016, 06:42

You need to check the sound in multiple apps like iTunes, YouTube, Netflix, bbc iplayer etc before you can definitely say that the problem lies only with the Google app. If you find that it's only the google app you can try to uninstall and reinstall the app and see if that fixes the problem.

However do not cancel your appointment with Apple.

NRG · 05-04-2016, 22:26

Thanks for the advice folks. I'll go ahead and keep the appointment as planned for this Thursday. I'll be honest if left to my own devices I'd have cancelled so it's good to get another's opinion on matters.

NRG · 05-04-2016, 22:29

Quote:

Originally Posted by Anika Hanson

You need to check the sound in multiple apps like iTunes, YouTube, Netflix, bbc iplayer etc before you can definitely say that the problem lies only with the Google app. If you find that it's only the google app you can try to uninstall and reinstall the app and see if that fixes the problem.

Seems at this stage to be confined to the separate Google app but I certainly wouldn't rule another app out. Some say the FB app plays havoc with volume/sound on new iPhone so I removed it but problem still persists.

And by the way just before I reinstalled it I uninstalled the Google app at weekend with negative results.

02-04-2016, 18:31	#26
-GONZO- Forum Member Join Date: Dec 2005 Location: Kent Posts: 8,954	I don't suppose you've installed the recent software update to see if that resolves the issue? Settings > General > Software Update

02-04-2016, 18:52	#27
NRG Inactive Member Join Date: Jun 2003 Location: Northern Ireland Posts: 2,953	Hi. Yes I did indeed. There was one outstanding software update which was focused on Safari more than anything else but I installed it anyway last night. I didn't expect it to resolve the issue and lo and behold it didn't.

02-04-2016, 18:56	#28
NRG Inactive Member Join Date: Jun 2003 Location: Northern Ireland Posts: 2,953	The current software is iOS 9.3.1

02-04-2016, 19:31	#29
Stig Forum Member Join Date: Sep 2003 Location: Sandy Heath, Beds. UK Posts: 10,383	To backup, erase and restore the iPhone is very straightforward. Just google the terms and you will get step by step instructions form Apple.

02-04-2016, 19:43	#30
NRG Inactive Member Join Date: Jun 2003 Location: Northern Ireland Posts: 2,953	I was very tempted to go for a full system restore to see if that would cure the problem but I'll let that notion slide now that it's booked in for Thursday.

02-04-2016, 20:32	#31
Aye Up Forum Member Join Date: Mar 2001 Location: North West Posts: 4,885	Quote: Originally Posted by NRG I was very tempted to go for a full system restore to see if that would cure the problem but I'll let that notion slide now that it's booked in for Thursday. Try and get to an Apple store tomorrow if you can. Seeing as the phone is important I wouldn't wait around. They maybe able to see you tomorrow, they may not, at least you will have attempted to get it sorted sooner and have your appointment as an insurance option. I assume its in Belfast, their quietest times seems to be when they first open, get there first and you should be in with a shout of getting it fixed or replaced.

03-04-2016, 15:44	#32
NRG Inactive Member Join Date: Jun 2003 Location: Northern Ireland Posts: 2,953	Just a quick update. A number of people suggested including a couple on thread that I should take the bull by the horns and walk straight in to Apple Store in hope they could help me out. I suspected that might be a total waste of time so rang them and they confirmed my Thursday evening reservation and said they can not see me beforehand due to an overwhelming demand. So I'm glad I did ring and didn't waste my time on a journey into Belfast because by time I drive and get parked up in city centre then walk to the store it's an hour out if my life I will never get back.

03-04-2016, 18:35	#33
KieranDS Forum Member Join Date: Nov 2010 Location: London Posts: 15,938	Every time I've been to the Apple Store with a problem (even a smashed iPhone screen) they just replaced my device with a new one instantly. I've never been able to fault their customer service.

03-04-2016, 20:45	#34
tdenson Forum Member Join Date: Aug 2005 Posts: 4,214	Quote: Originally Posted by NRG Just a quick update. A number of people suggested including a couple o.hope they could help me out. I suspected that might be a total waste of time so rang them and they confirmed my Thursday evening reservation and said they can not see me beforehand due to an overwhelming demand. So I'm glad I did ring and didn't waste my time on a journey into Belfast because by time I drive and get parked up in city centre then walk to the store it's an hour out if my life I will never get back. I suspect over the phone they always give the party line, however I suspect turning up in person might be rather different. After all it's a lot easier to say no over the phone than face to face to someone who's had a long journey to get there.

03-04-2016, 21:30	#35
DinkyDoobie Inactive Member Join Date: May 2009 Posts: 17,092	I haven't read the thread but have you swiped up on the screen and checked the volume settings in the control panel? I was about to take my phone back because none of my headphones worked before i discovered this was a thing.

03-04-2016, 22:43	#36
NRG Inactive Member Join Date: Jun 2003 Location: Northern Ireland Posts: 2,953	Quote: Originally Posted by DinkyDoobie I haven't read the thread but have you swiped up on the screen and checked the volume settings in the control panel? Hello there. Yes that's been checked and the setting is to the max. There's been a huge development since I last posted folks. I'm not one for music downloads etc which smart phones are famous for, if I want to listen to music I'll pull up a track from YouTube and watch it. I had the Google app downloaded which I do admit is maybe a little strange considering it's contained within Safari which I never use. Anything I wanted to listen to whether YouTube or news related I listened to via the Google app. All was 100% until the volume/sound crashed 3 days ago hence this thread. So this evening I decided to go into Safari and pull up a vid from YouTube to see if there was any improvement in sound or if the muted sound was still there. Well low and behold the sound was working perfectly and as it should be through Safari. So I went back to the Google app and pulled up a vid and there's no change there, sound is still at low key. Folks I need some advice here. Is there any point in going to Apple now if the sound's working perfectly through Safari but not through the seperate Google app. I could go to Apple and say nothing and let them diagnose the fault but if the engineer goes straight to Safari and pulls up a vid they'll make me look like a total idiot. So what do you suggest folks? let it slide cancel the reservation and be grateful the sound has returned or go and get Apple to check it out regardless seeing as the volume/sound issue still remains albeit through a seperate app because there may be another issue lurking within which is preventing the sound from being audible. I don't want to waste any Apple engineers time. Thanks.

03-04-2016, 23:18	#37
tdenson Forum Member Join Date: Aug 2005 Posts: 4,214	Well it's obviously just a software issue (which I had a sneaky feeling all along that it was). If I was you I would do an iTunes backup, and then a factory restore. Then before you restore the backup check that the sound is all OK.

03-04-2016, 23:20	#38
Aye Up Forum Member Join Date: Mar 2001 Location: North West Posts: 4,885	Quote: Originally Posted by NRG Hello there. Yes that's been checked and the setting is to the max. There's been a huge development since I last posted folks. I'm not one for music downloads etc which smart phones are famous for, if I want to listen to music I'll pull up a track from YouTube and watch it. I had the Google app downloaded which I do admit is maybe a little strange considering it's contained within Safari which I never use. Anything I wanted to listen to whether YouTube or news related I listened to via the Google app. All was 100% until the volume/sound crashed 3 days ago hence this thread. So this evening I decided to go into Safari and pull up a vid from YouTube to see if there was any improvement in sound or if the muted sound was still there. Well low and behold the sound was working perfectly and as it should be through Safari. So I went back to the Google app and pulled up a vid and there's no change there, sound is still at low key. Folks I need some advice here. Is there any point in going to Apple now if the sound's working perfectly through Safari but not through the seperate Google app. I could go to Apple and say nothing and let them diagnose the fault but if the engineer goes straight to Safari and pulls up a vid they'll make me look like a total idiot. So what do you suggest folks? let it slide cancel the reservation and be grateful the sound has returned or go and get Apple to check it out regardless seeing as the volume/sound issue still remains albeit through a seperate app because there may be another issue lurking within which is preventing the sound from being audible. I don't want to waste any Apple engineers time. Thanks. DO NOT CANCEL!!! The chances are the problem will replicate in the coming days, get Apple to look at it anyway. They won't treat you like your are stupid, they are very friendly and respectful. I had a problem withy my 5S a couple of years ago, it turned out some apps had become corrupted, I wouldn't have found that out had it not been for a visit to an Apple store. Just go, tell them what the craic is and go from there.

04-04-2016, 06:42	#39
Anika Hanson Forum Member Join Date: Dec 2008 Location: UK Posts: 14,219	You need to check the sound in multiple apps like iTunes, YouTube, Netflix, bbc iplayer etc before you can definitely say that the problem lies only with the Google app. If you find that it's only the google app you can try to uninstall and reinstall the app and see if that fixes the problem. However do not cancel your appointment with Apple.

05-04-2016, 22:26	#40
NRG Inactive Member Join Date: Jun 2003 Location: Northern Ireland Posts: 2,953	Thanks for the advice folks. I'll go ahead and keep the appointment as planned for this Thursday. I'll be honest if left to my own devices I'd have cancelled so it's good to get another's opinion on matters.

05-04-2016, 22:29	#41
NRG Inactive Member Join Date: Jun 2003 Location: Northern Ireland Posts: 2,953	Quote: Originally Posted by Anika Hanson You need to check the sound in multiple apps like iTunes, YouTube, Netflix, bbc iplayer etc before you can definitely say that the problem lies only with the Google app. If you find that it's only the google app you can try to uninstall and reinstall the app and see if that fixes the problem. Seems at this stage to be confined to the separate Google app but I certainly wouldn't rule another app out. Some say the FB app plays havoc with volume/sound on new iPhone so I removed it but problem still persists. And by the way just before I reinstalled it I uninstalled the Google app at weekend with negative results.

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