WT6000 Loses All Sound

I have multiple WT6000's running Android Nougat with Lifeguard 05 update.  During our daily use, our users are running Velocity for telnet emulation and the screens have been modernized.

I have at least 1 or 2 devices per day lose all sound while the users are scanning product.  They will be scanning along and all of a sudden the device goes mute.  All the volume sliders are all the way up but the device remains muted.  I can change the volume levels but it has no effect on bringing the sound back.

Once it goes mute, I have tried closing all the applications and disabling all apps that I don't need on the device and the muting still remains.

The only fix at this time is for the users to reboot the device.  Rebooting is a big issue for us also.  Aside from the time it takes, the users lose their tasks that they were working on and have to start from the beginning.  After a reboot the sound comes back like normal until it happens again.

Has anyone experienced this or have any resolutions for this?

Hello Sean,

It looks like a software issue. Could you check if your devices doesn't get switched into "Do-not-disturb" mode suddenly? It could be due to 3rd-party software issues also.

Also, there is a chance you may need to communicate your problem with Zebra Technologies support​.

Dmitry Prokhorov

Software Engineer, Kutir Mobility

Posted on behalf of Zebra Technologies

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Hello,

Our company has been having the same issue. It only affects a few specific WT6000 devices, and our only solution thus far has been to reboot the device.
Rebooting the device is time consuming and interrupts our warehouse operators in the middle of their current tasks.

We made various attempts of closing other apps and relaunching certain services, but sound could not be restored.
From what we can tell, the random loss of sound is a hardware issue.

During our last incident, we noticed the device itself seemed slightly overheated.
It might be possible that the connection to the speaker (inside the device) is being disrupted when the device becomes too active.

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