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Samsung Galaxy Note 5 video calls get cut off, speakerphone turns on & other call problems

The Samsung Galaxy Note 5 (#Samsung #GalaxyNote5) is among the few devices that received firmware updates to support native video calling feature. Owners can now enjoy making video calls without downloading or using third-party apps. T-Mobile, for example, rolled out an update to add the feature in its stock dialer app so owners can easily switch to video call sessions during a voice call. But since it’s a new feature, it’s not free of bugs and other problems. In fact, I cited one related issue in this post. Read on to learn more about it.

Samsung Galaxy Note 5 video call

Here are the topics I covered in this post…

If you are looking for a solution to a different problem, visit the troubleshooting page we carved out for the Note 5. You can find hundreds of problems that we already addressed. Find ones that are related to yours and use the solutions we suggested. If they won’t work for you, then contact us by completing this questionnaire. Make sure to fill it up accurately to make it easier for us to help you.


T-Mobile Note 5 video calls get cut off

Problem: When on a video call, the video cut itself off. Me and the other person both have Note 5 phones.

Troubleshooting: I do appreciate the brevity of your description but you lack information that could have helped us better in troubleshooting your problem. For instance, you didn’t mention what app you were using in making video calls. In this case though, I will assume that you’re using T-Mobile’s dialer app, which has a video call feature. You also didn’t mention what connection you were using when you made video calls since such feature can use both mobile data and Wi-Fi. Lastly, it’s not clear if the video call got disconnected or got switched to a voice call when you said “the video cut itself off.” But don’t worry, I will try my best to help you on this matter.

  • If you were using T-Mo’s dialer app and mobile data connection and the video call got disconnected completely, try doing another video call session to find out if the problem reoccur. If so, then you have to contact T-Mobile as the problem is on their end or in their app; they might know how to fix or work around it.
  • If you were using a third-party app that has a video call feature with the phone getting connection from a Wi-Fi network and the video calls session got cut off completely, then there’s a possibility the connection got cut off, too. In case you’re 100% sure the connectivity is working, then maybe it’s a problem with the app. Try using a different app or see if there’s an update available for the one you’re currently using.
  • Lastly, if you were using T-Mobile’s dialer app with the phone getting connection from either mobile data or Wi-Fi and the video call got switched to a voice call, then check the connection; you can toggle back to using LTE or Wi-Fi and the call will seamlessly switch back to a video call session.

If all else fails, you should contact your provider. This feature is still new and there might be some bugs.

Note 5 defaults to speakerphone during calls

Problem: When calls come in, my Note 5 automatically turns on the speakerphone, which I really find annoying. I just want my phone to act like one; hold close to my face when I have calls. Why is it doing this all the time? What is the problem?

Related Problem: Incoming and outgoing calls the loud speaker turn on automatically I have to press on it twice to the low speaker same thing with head phone plug in the loud speaker stays on.

Solution: More often, it’s the S Voice that’s causing this problem, although there are other apps that have a capability to manipulate how the phone handles the calls. Since you never mentioned any specific app, then I’ll stick to what I think is the culprit.

Go to Apps > Settings > Applications > S Voice. Find Auto start speakerphone and disable it. That should do it.

Note 5 disconnects calls when moved

Problem: When I am speaking to someone and holding the phone near my ear, if I turn or move the phone it makes a sound like Clunk and the call gets disconnected. Always happens everytime I move the phone and it’s very hard not to move it while you are speaking to someone.

Suggestion: This is basically, a hardware problem and it’s probably the proximity sensor that’s at fault here but we don’t know for sure so I suggest you send the phone in for check up. However, before you do that, make sure you perform the master reset first to rule out the possibility that it’s just a firmware issue. Of course, don’t forget to backup all your data as they’ll all be deleted during the process:

  1. Turn off your Samsung Galaxy S6.
  2. Press and hold the Volume Up, Home and Power keys together.
  3. When the device powers on and displays ‘Power on logo’, release all keys and the Android icon will appear on the screen.
  4. Wait until the Android Recovery Screen appears after about 30 seconds.
  5. Using the Volume Down key, highlight the option, ‘wipe data/factory reset’ and press the Power key to select it.
  6. Press the Vol Down button again until the option ‘Yes — delete all user data’ is highlighted and then press the Power key to select it.
  7. After the reset is complete, highlight ‘Reboot system now’ and hit the Power key to restart the phone.

Note 5 seems muted while on a call

Problem: While talking on the phone, especially on longer calls, the other party just can no longer hear me. It’s as if I’m muted, I hear them say hello? Hello? But they cannot hear me. It has happened 5 times while talking to different people. It seems like it “times out”. I have had this phone for 1 week now. Any info would be so appreciated, JoAnna.

Suggestion: There are a lot of angles to look at just to understand what this problem is all about. It could be an issue with the network, a problem with the phone’s hardware or firmware, or maybe the problem is on the other end.

For a brand-new, 1 week old phone, there’s nothing much you can do but to reset it and find out if the problem still occurs. If it does, then have it replaced while you’re still under the grace period for brand new replacement.

By the way, this one’s worth trying: go to Settings > Motion and Gestures > disable Mute.

Note 5 doesn’t ring when there’s an incoming call

Problem: Incoming calls do not sound ringtone. This happened after a recent update. Nothing is on mute, silent, vibrate, etc.

Troubleshooting: First of all, make sure the ringtone volume is set to an audible level. Then try going to Settings > Motion and Gestures > turn off the Mute option. If it’s already disabled, it’s time you performed the master reset as it’s probably a glitch in the system.

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