Samsung Galaxy S6 Edge shows “Unfortunately, Contacts has stopped” error, other call related issues

I addressed some call-related issues with Samsung Galaxy S6 Edge (#Samsung #GalaxyS6Edge) in this post including the error message “Unfortunately, Contacts has stopped.” There’s also an issue that seems to be very common wherein calls go straight to the Voice Mail. Read on to know more of these problems and learn how to tackle them in case you’ll encounter one.


If you were looking for a solution to a different problem, visit the troubleshooting page we setup for the Samsung Galaxy S6 Edge. Find issues related to yours and try the solutions we provided. If they won’t work for you, then contact us by filling up this form.

Here are the problems addressed in this post…

“Unfortunately, Contacts has stopped” error

Problem: Try to make a call but it tells me unfortunately contacts have stopped working. So I looked up this common problem and did the 2 different ways how to fix it but I had no luck so I can’t make calls unless it’s from my contacts.

Related Problem: While making calls, I can hear the other party, but they can’t hear me.

Troubleshooting: This is not a common problem but it happens to any Android users every now and then. Based on the cases we tackled in the past, the error “Unfortunately, Contacts has stopped” may be triggered by several factors and among the most common are:

  • Contacts app crashed while fetching contacts information from synced online accounts.
  • A third-party app that has access to Contacts is interfering with its operation.
  • The phone has recently been updated to a new firmware version.
  • It’s a firmware issue.

You need to troubleshoot the problem based on these cases and the first thing you need to do is turn off all syncs in your phone. After that, try to open the Contacts app to see if the error remains. If so, clear its cache and data and try again.

  1. From any Home screen, tap Apps.
  2. Tap Settings.
  3. Scroll to ‘APPLICATIONS,’ then tap Application manager.
  4. Swipe right to the ALL screen.
  5. Scroll to and tap Contacts.
  6. Tap Clear cache.
  7. Tap Clear data.

If the problem remained after the procedure, the next thing you need to do is isolate the problem by booting the phone in safe mode.

  1. Turn off your Galaxy S6 Edge.
  2. Press and hold the Power key.
  3. When ‘Samsung Galaxy S6 Edge’ appears, immediately release the Power key and then press and hold the Volume Down button.
  4. Continue holding the Volume Down button until the phone finishes the restart.
  5. When you see Safe Mode on the lower left corner of the screen, release the button.

Once the phone is in safe mode, try to open the Contacts app to see if it still crashes. If so, then there’s no other option but to reset your phone. However, if the problem was fixed in safe mode or if the error message doesn’t pop up, it means there’s an app that’s messing up with the Contacts. You need to find it and uninstall it; look for apps that have access to (or in one way or another use) the Contacts app. If you don’t have a clue which app it is, then do the master reset. I don’t know if you can still backup your contacts but try to back them up including your other files, data, pictures, videos, etc. as they will all be deleted during the process.

Master Reset

  1. Turn off your Samsung Galaxy S6 Edge.
  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.

User can’t be heard when not on speakerphone

Problem: My husband’s phone has not seen water. Let me point that out first. Now, when you call him, he can hear you but you cannot hear him. If he puts you on speakerphone, you can hear him. Everything is up to date. He hasn’t  (surprisingly) dropped this one either. Any advice? — Shauna

Suggestion: Hello Shauna! First of all, this is a hardware problem and I’m not sure how old this phone is but if the problem just started recently, something might just be blocking the microphone. The S6 Edge has two microphones and the one that has a problem is located on the bottom edge of the phone alongside the headphone jack and the USB 2.0 port. There’s a little hole in there. Try to see if something is blocking it because if there is, the microphone may not be damaged. All you need is a needle you could use to get rid of whatever that’s clogging the hole.

However, if there’s nothing in that hole, then there’s a possibility that the microphone has been damaged. You need a technician who can verify and perform further troubleshooting.

Incoming calls do not always ring

Problem: Incoming calls do not always ring or even show up in the call log. I  only know if someone has called if they leave a voice mail or text me. I  have a 2 day old Samsung Galaxy S6 Edge.

Suggestion: I don’t know how frequent this issue occurs but I suggest you try ringing your phone using a different unit and see if how many times the phone fails to ring.

Also, since the phone is still new and you may still be eligible for a replacement, try to reset it first and see if the problem remained after that. If so, have it replaced. A new phone should work without a hitch, in other words, it should work perfectly and if it doesn’t, it’s better to bug your provider than you being bugged by your phone for the entire duration of your contract or as long as you own it.

Calls go straight to the voice mail

Problem: Hi!  I have had the S6 Edge for almost a week, I love it but I notice I am missing calls…my phone does not ring all the time (ringtones are on, volume is up, phone not on mute). My husband said he tried to call me yesterday and it sits on his end just dialing or goes straight to voicemail, he called our son and his rang right through. Could it be something with my line?

Suggestion: You know, I’ve been a technical support for wireless phone provider in the U.S. before and we often encounter issues like this wherein the caller is sent directly to the voicemail. More often than not, it has something to do with the phone number that needs to be “reactivated.” So, you need to call your provider, report the problem and wait what the representative says about it.

Lastly, when it comes to calls and voicemail issues, there’s not much we can do about it but your provider can. I hope this helps make things clearer.

Subscriber can’t call Voice Mail

Question: It won’t let me call my voicemail, and also if I miss a call and go to calm them back it’ll say my international call can not be completed, when I’m not calling anyone internationally? Is this a phone issue or carrier issue?

Answer: You really need to call your service provider for that. Issues like this often have something to do with roaming and/or your PRL profile.

Galaxy S6 Edge intermittently not receiving phone calls

Problem: I did a software update on September 10 then I discovered on the 11 that intermittently I would not receive phone calls.  Nothing would show up in the call log, my phone gave me no notices at all that someone tried to call me.  The callers said my phone would ring about 6-8 times then go to my voicemail.  I tried a phone restart and still had the issue.   I went into the Telus store and they couldn’t find any issues so I called the Telus warranty people and they sent me a new replacement phone.  I received the new phone last night, went into the Telus store and they did the switch over of contacts, etc.  This morning I’m having the same issue.  Intermittently I’m not receive calls.  I had people test it and I received 2 of the 4 calls.  It sounds like it must be a software issue. — Amanda

Answer: Hello Amanda. Yes, it does sound like a firmware problem but it could also be a service issue but either way, you need Telus’ help. If it were a firmware issue and there’s no available update or if it’s already updated to the latest version, you need to technicians to manually re-install the firmware. If the problem persists after that, then Telus will have to work with Samsung to roll out a new update that will fix this problem.

However, if the problem is with the service, it’s understandable why your provider won’t tell you up front its service has issues and just blame the phone for it.

My suggestion is have the second phone replaced with another brand new unit to see if the problem still occurs on the new one. If so, it’s no coincidence that 3 S6 Edge units have the same problem on the same network. In this case, try to reset the phone and don’t install or copy any contacts and other data on it yet. Instead, try calling your number to test how many calls go through and how many don’t.

There’s no better way to get this problem addressed except working with Telus guys.

All incoming calls show as “Unknown”

Problem: All my incoming calls show as unknown. The name of caller doesn’t show even though I have them in my address book.

Troubleshooting: Those contacts that show as unknown mean they have duplicates. I don’t know how many online accounts you synced with your phone but try to turn those syncs off and then delete the duplicates.

Personally, I would recommend a master reset especially if you have hundreds of contacts. The other solution to this problem is merging the duplicates with the original one but that, too, means you’d have to go through each duplicated contact and I find that more hassling than backing up the data and performing a master reset. But it’s your call, not mine.

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