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I had this problem. It appears that the solder joints on the headset jack are rather weak. When they break, the phone thinks there is a headset inserted into the jack, even when there is not. This disables the phone's built in speaker and mic. The solution in my case was to either replace the phone or have it fixed under warranty/insurance.
If your handheld has a built in speaker, does audio come out through that? If yes then it is either a connection or your headphones. Try another set of phones. If these don't work then try twisting the jack connection around a bit. If the speakers crackle softly during this then it is an internal connection between the main PCB and the jack socket. No way to fix. If no then make sure the volume is up at MAXIMUM and ensure that the music is in MP3 format.