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Fix Samsung Galaxy S7 Edge that drops calls when screen turns off & other call issues

  • Learn how to troubleshoot #Samsung Galaxy S7 Edge (#GalaxyS7Edge) that drops calls via Skype, WhatsApp or Hangouts when the device is placed near the face of the owner.
  • How to troubleshoot your phone whose screen won’t turn off during calls and thus the Hold button gets touched.
  • What to do if phone calls won’t go through and your phone just rings once and disconnects.
  • Learn what you need to do if the phone’s ringtones are too low but occurs intermittently.
  • Can you set the number of times your phone rings?
  • Owner can’t seem to be able to video conference? Is there something that needs to be done or set?
  • What if your phone is unable to take international calls and shows call barrier is on when it’s actually off?

Galaxy-S7-Edge-phone-call-issues

The Samsung Galaxy S7 Edge is a premium phone with cool features and high-end specifications, however, it is not free errors and problems and among the most common ones we received from our readers are call related issues.

In this post, the first problem I addressed is about a unit that reportedly drops calls via Skype, WhatsApp and Hangouts when the owner places the phone near his face. To be able to make phone calls through these apps means that you need to have an internet connection but this problem won’t occur when you’re on mobile data. While he didn’t specify if he was connected to a Wi-Fi network or not, it’s almost certain his phone was getting connection through it.

Read on to learn more about this problem as well as other issues I tackled here. There’s a chance you’ll encounter one of them in the future. When you do, at least, you already know what to do.

For those who have other issues though, visit our troubleshooting page as we’ve already addressed a lot of problems since the device released. Just try to find ones that are similar to yours and use the solutions we suggested. If you need further assistance, contact us by filling out Android issues questionnaire. The more information you provide about your problem, the most accurate our solutions are.

Q: “When I lift the phone to my ear, all calls via Skype, WhatsApp and Hangouts drops (no sound from either side). When I then hold it in front of me again the call connects again. The phone works fine when calling normally, or when using ear phones or when I put it on speaker. Have you ever heard of this problem? How could I fix it?

A: If this problem occurs only to apps that use internet when making calls, then I assume you get your connection from a Wi-Fi network and this problem occurs only when the screen turns off the moment you place the phone near your face.

There’s only one thing I can think of that might be causing the issue and it’s an option under Wi-Fi Advanced Settings–Keep Wi-Fi on during sleep.

If you enable this option, the device will still be connected to the network and won’t drop its connection even if the it goes idle, thus, calls made through the apps you mentioned will remain connected as well.

So, head to Settings > Wi-Fi > choose your network > Advanced > enable option Keep Wi-Fi on during sleep.

Q: “My issue is during a call there is a ‘hold’ word on the screen which keeps putting my calls on hold if I move, so is there any way to get rid of this because I have never had this on any other Samsung phone.

A: If the ‘Hold’ button gets touched when you place the phone to your face during calls, it means that the screen isn’t turned off. By default, the device is supposed to turn off the screen once the proximity sensor senses something in front of it. In fact, in previous Galaxy devices, there’s an option under Call Settings that allow owners to turn off screen during calls but it seems that such feature is no longer available on the S7 Edge (and S7). So, it means that when the phone does otherwise, there must be an issue with the proximity sensor. It could be a serious hardware problem but before heading out to the store to have it checked, try these two procedures first.

The first one you should try is deleting the system cache especially if the problem started just recently. If there was an update prior to the problem, it’s very much possible that some corrupt caches are causing this problem. Here’s how you delete the system cache:

  1. Turn off your Samsung Galaxy S7 Edge.
  2. Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  3. When the Samsung Galaxy S7 Edge shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  4. When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
  5. Using the Volume Down key, navigate through the options and highlight ‘wipe cache partition.’
  6. Once highlighted, you may press the Power key to select it.
  7. Now highlight the option ‘Yes’ using the Volume Down key and press the Power button to select it.
  8. Wait until your phone is finished wiping the cache partition. Once completed, highlight ‘Reboot system now’ and press the Power key.
  9. The phone will now reboot longer than usual.

After you wiped the cache partition and the problem remained, then do this before sending the phone in for checkup:

  1. Backup all your data especially ones that are saved in your phone’s internal storage.
  2. Turn off your Samsung Galaxy S7 Edge.
  3. Press and then hold the Home and Volume UP keys, then press and hold the Power key.

NOTE: It doesn’t matter how long you press and hold the Home and Volume Up keys, it won’t affect the phone but by the time you press and hold the Power key, that’s when the phone starts to respond.

  1. When the Samsung Galaxy S7 Edge shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  2. When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.

NOTE: The “Installing system update” message may show on the screen for several seconds before displaying the Android system recovery menu. This is just the first phase of the entire process.

  1. Using the Volume Down key, navigate through the options and highlight ‘wipe data / factory reset.’
  2. Once highlighted, you may press the Power key to select it.
  3. Now highlight the option ‘Yes — delete all user data’ using the Volume Down key and press the Power button to select it.
  4. Wait until your phone is finished doing the Master Reset. Once completed, highlight ‘Reboot system now’ and press the Power key.
  5. The phone will now reboot longer than usual.

Q: “Does not connect phone calls.  When placing an outside call it will ring once and disconnect!

A: Try to see if it occurs to numbers you try to call because if so, it might be a network problem. Of course, before sending the phone in for checkup, make sure your phone is getting a good signal coverage and that your account doesn’t have any restrictions in placing calls. If you’ve already checked these two and the issue remains, then call tech support or setup an appointment with a technician.

Q: “When I dial out the outgoing ringtone tone is regular volume for half the ring and very low for the other half. I have tried different contacts. The issue seems to be intermittent.

A: The question is, when someone picks up, does his/her voice sound low or normal? If it’s the latter, then don’t worry too much about it, however, if it’s the former, then you should request assistance from your provider. Before doing so though, make sure you backed up your data and you performed the master reset to get rid of your personal information. Besides, it’s most likely that the phone will be reset when the technician gets ahold of it.

Q: “Setting the number of times the phone rings?

A: The number of times the phone rings depends on your carrier and there’s no setting in your phone or a code that would allow you to change this. So, you need to call your carrier and inquire about it.

Q: “I have been trying different settings and researched many of ways on how to video call and it is still giving me a hard to do it. Is there a setting that i am missing?

A: First off, video calls use mobile data. So, if you’re using the native phone app with video conferencing option in it, just make sure mobile data is on and that you have sufficient credits with your provider to do so.

As a workaround, you can also connect to a Wi-Fi network and use other apps to facetime on your Android.

Q: “When answering phones, the other person can not hear me answer. I can hear them but they cannot hear me.

A: First off all, make sure your phone isn’t on ‘Mute’ during calls, then check the volumes. If you’ve verified all important settings and the problem still occurs, backup your data, do the factory reset to see if it makes a difference:

  1. From the Home screen, tap the Apps icon.
  2. Find and tap Settings and then touch Backup and reset.
  3. Tap Factory data reset and touch Reset device.
  4. If you have screen lock feature turned on, enter your password or PIN.
  5. Touch Continue.
  6. Tap Delete all to confirm your action.

If after the reset the problem remains, then it’s time you request assistance from your provider.

Q: “Can’t take international call. It showing call barrier on. But call barrier it’s off.

A: Your service provider is the one best suited to answer your questions when it comes to this kind of problem because we can only do so far when network issues are concerned.

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