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Calls getting dropped on Galaxy S6, other calls-related problems

S6 Edge

We don’t usually get issues on #GalaxyS6 relating to calls but we compiled 4 of them today in this article. Solving these issues often require us to recommend sending the phone to Samsung or repair shops, but if you want to do the basic troubleshooting before doing so, please refer to our tutorial page.

  1. Galaxy S6 speaker and microphone issue after phone got wet
  2. Galaxy S6 dial pad won’t work during calls
  3. Calls getting dropped on Galaxy S6
  4. Galaxy S6 can’t make calls and connect to mobile network

If you are looking for solutions to your own #Android issue, you can contact us by using the link provided at the bottom of this page.


 

Problem #1: Galaxy S6 speaker and microphone issue after phone got wet

Hey there.

Ran across your blog and thought I’d send along the issue I’m currently dealing with. I dropped my Samsung S6 in some water three days ago, and the force of the drop caused the back cover to detach slightly. I was able to retrieve the phone in time for it to (apparently?) have not caused too much water damage, but there are still a few glitches I’ve noticed since.

One is that while I’m still able to make calls, I can’t hear or talk to the person on the other line. It says the call goes through but the speaker and microphone aren’t working. Doesn’t work on speaker phone either, even though the audio does decide to work while playing music or videos. There’s also condensation in the front and rear camera lenses/glass, so I know some water got in there, just not in the really important parts, apparently (I put it in rice for about 10 hours yesterday).

Anyways, I have had this phone for about a year and a half now —  so I’m far beyond warranty — but feel that this issue isn’t bad enough to have to invest in a new phone. I just need to figure out what’s going on with the speaker and microphone!

Let me know if you could. — Amanda

Solution: Hi Amanda. The condensation you noticed in the camera parts is an indication that other components (that are hidden from view) may be damaged after the incident. Since there’s no way for a user to know for certain that the phone has been completely dried unless the phone is opened and cleaned, it is safe to assume that there may be tiny amount of moisture or condensation still trapped in the motherboard in other hard-to-reach areas. Speaker and microphone problems after your device got wet is an indication of a hardware problem. We don’t provide hardware troubleshooting and diagnostic tips in this blog so make sure to let a professional fix the device.

 

See also: Things to do when you have a water-damaged Android phone

 

Problem #2: Galaxy S6 dial pad won’t work during calls

Hi there. This is my second one of these phones (I recently swapped out the phone thinking that it was a handset issue) and I’m still experiencing the same issues.

The internet, even on Wi-Fi, is painfully slow, and when I go to make a call to a number where you have to press a number on the keypad for English (or whatever the message may be), it just keeps repaying the message and doesn’t register that I’ve made a selection.

I’ve had the Samsung guy at best buy flash the phone and it didn’t fix the issue and now the new phone street less than a day is doing the same thing. Please help. — Bianca

Solution: Hi Bianca. We covered this issue in our previous post and we suggested the basic software solutions. Please try to do them to fix the issue. If nothing works, that’s a clear sign that the problem is not caused by hardware or your phone. It may be an operator issue so make sure to ask direct assistance from them.

Problem #3: Calls getting dropped on Galaxy S6

The phone drops connection all the time and even if it has 4G full bars sometimes it’s still hard to make phone calls. It’s like the phone works when it wants and when I send text messages it might work sometime but other times it might take forever to send them and especially receive them.

It’s frustrating because even when it has 4G the calls may not go through or drop while I’m talking and sometimes when I’m on the phone the person on the other line would stop hearing me all together.

The Internet won’t work either and only if I’m on Wi-Fi. Calls and text definitely don’t work if I have the phone connected to Wi-Fi. I would need to disconnect it and wait a long period of time before my phone blows up from all the notifications I missed. Please I paid so much money for this phone with no warranty 🙁 it’s so upsetting please help. — Joel

Solution: Hi Joel. Text and call latency as well as dropped calls can be caused by network issues. Have you talked to your carrier about this?

Though we don’t think that this is a phone issue, you can still try doing the basic software troubleshooting. Try booting the phone in safe mode for at least two days so you can see the difference. While in safe mode, third party apps will be prevented from running so if one of them is the cause (which is highly unlikely), the issue will not occur. To restart your S6 in safe mode, simply follow these steps:

  • Press and hold the Volume Down and Power keys for 20 to 30 seconds.
  • Once you see the Samsung logo, release the Power key immediately but continue pressing the Volume Down key.
  • Your phone should continue booting up and you will be prompted to unlock your phone as usual.
  • You will know if the phone successfully booted in safe mode if the text “Safe mode” is displayed at the lower-left corner of the screen.

Safe mode won’t allow you to use apps installed after you unboxed the phone. You can still make calls and send and receive SMS and MMS though. Spend at least 48 hours in this mode to better observe how the phone behaves.

Doing a factory reset may also help, in case there’s an unheard of firmware-level bug introduced recently. Here’s how to perform a factory reset:

  • From the Home screen, tap the Apps icon.
  • Find and tap the Settings icon.
  • Under the ‘Personal’ section, find and tap Backup and reset.
  • Tap Factory data reset.
  • Touch Reset device to proceed with the reset.
  • Depending on the security lock you used, enter the PIN or password.
  • Tap Continue.
  • Touch Delete all to confirm your action.

This procedure will erase your personal data. Make sure that your files are copied to another storage device before doing it.

If there’s no difference after doing these procedures, call your operator and ask them for direct support. The issue may be network-related and beyond your capacity to deal with.

Problem #4: Galaxy S6 can’t make calls and connect to mobile network

Hi Droid Guy.

Really hoping you can help me here. I bought a Galaxy S6 recently and it can’t connect to the mobile phone network. If I go into Settings / Connections / More Networks / Mobile Networks I get message “Insert SIM card to access network services”. I know I am using a good SIM card (have used 3 different cards). Initially, without doing any research, a message like that seemed to indicate that the SIM card reader wasn’t working. So I bought one and replaced it. No difference.

So it was time to research the problem. And I found that the phone has lost its IMEI number. When I go to the dialer and enter *#06# I get a response of null / null.

Also, when I go to Settings / More / About Device, it shows a Baseband version of Unknown.

There are several hits on the web on these errors.

On the null IMEI, I found basically 2 different fixes. Method No. 1) involves holding the home button for 2 seconds and pressing the power button for 15 seconds. Unfortunately all this does is reboot the phone. Method no. 2 means going into Service Mode by dialing *#0011#  (there are other codes on the internet to get into Service Mode on the S6 but these seem to have been disabled now). When I do get into Service Mode I just get a black screen, not the menu that all the websites talk about using to fix my IMEI problem.

When in Service Mode with the black screen, if I hit the leftmost softkey on the phone, I get a menu that lists a few options i.e. END, Back, Key Input, Select, Help and Wi-Fi. I haven’t found anything on the internet that can tell me anything useful that I can do from this menu.

I’ve also tried researching the unknown Baseband problem. The only real hit I found on that said to backup and restore the EFS folder. I have done this using a tool called EFS_Backup_Restore, after rooting the phone with Kingo. Again, this has not resolved the problem. The Baseband is still unknown and the IMEI is still null.

As you can see I have tried hard to fix this problem, doing a bit of research and trying the solutions available online. No luck at all so far. Can you help at all?

Really appreciate any help. — Brian

Solution: Hi Brian. Rooting and flashing custom ROMs, while relatively safe to do nowadays, are still a risky procedures which can lead to all sorts of problems. One of such problems is having the EFS folder getting corrupted. This is an important folder as it contains baseband version and the device’s IMEI. The best thing to do once it has become corrupted is to hope that you can restore the exact copy and contents by flashing the correct ROM.

If you haven’t yet, try to install a stock ROM to your device to see the difference. If you’re lucky, the device may get the EFS folder right again. Otherwise, simply call Samsung and ask for a replacement. Since modifying the software automatically voids the warranty, make sure not to mention what you’ve done. Again, if you’re lucky, they may give you a replacement.

 


 

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