HTC Support Request

I have just sent this to HTC:

"This is a general enquiry regarding the issue of disappearing audio on the HTC Tytn II and, more recently, the Touch Diamond. I am aware of a number of users of these devices who have experienced an issue where, for no apparent reason, all sound from their device ceases to be played, which results in calls being missed. A number of my managers have experienced this with the T-Mobile MDA Compact IV, that I believe is based on the HTC Victor model (that is akin to the Diamond).

I have experienced this first hand on a Tytn II and am aware of other users via the xda-developers forum, who have seen this issue, using the original ROM that is installed on the device, whether it be an HTC supplied, sim free device, or an operator supplied, branded device. Therefore, I wish to know if HTC are aware of this as an issue? I feel that you must as it is not limited to one device but at least 2 models. I have endeavoured to find out if this issue affects any other, non-HTC, Windows Mobile device but so far have not found any information to support this.

We, in my company, have had a number of T-Mobile branded devices exchanged due to this issue, but the level of support from an operator is not sufficient to get to the root cause of the problem. One of our managers, for instance, has had 4 handsets that have displayed this problem. No third party software has been installed, nor has any bluetooth hands free device been used.

I would appreciate it if this issue could be followed up. I would be more than happy to act as a liaison with the wider user community who have experienced this issue, in order to report what HTC have found. I understand that it would be usual for support requests to be made for a specific issue affecting a single handset, but this issue is more widespread than that. I should point out that I have not experienced it on my own Touch Diamond and I am very happy with it - I am aware though that there are a growing number of people being affected by this and it will soon have an adverse effect on the reputation of HTC if something is not seen to be done.

Many thanks in advance for your help in this matter."

Did you get any reply from them regarding this? I also have had this problem with both my Tytn II and my Touch Diamond. It is extremely annoying to say the least.

Here's what I have found though. It seems to occur when the phone is left somewhere cold, even for a short time. I've recently moved to a much warmer flat and this has solved the problem at home, but getting in the car on cold days, or leaving it lying around at work for a short time triggers the problem.

When the sound is frozen, the phone still vibrates when a call comes in, and no other functionality seems to help it. Do you think this might be a hardware issue? It's almost like it behaves as if it has the wired headset plugged in, and therefore bypasses sound output from the inbuilt mic & speaker. I have not tried using a wired headset during this problem, so maybe that's worth a try to push this diagnosis a little further.

This problem is driving me nuts, plus losing me business and the general inconvenience of being out of touch without being aware of it. I HATE this stupid phone, and come the end of my contract I'm going to choose something non HTC this time after being a dedicated WinMo handset since user the E100 all those years ago.

Please let me know how you've got on. If you've got any answers I'd be v happy to know.

captainsensible, on Sep 11 2008, 13:50, said: