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How to fix your Google Pixel 2 XL that keeps freezing during calls [troubleshooting guide]

Hello and welcome to another Google Pixel 2 XL (#GooglePixel2XL) troubleshooting article. In this one, we address another common problem — Pixel 2 freezing during calls. Make sure to check the case below and follow our suggestions.

Before we proceed, we want to remind you that 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. When describing your issue, please be as detailed as possible so we can easily pinpoint a relevant solution. If you can, kindly include the exact error messages you are getting to give us an idea where to start. If you have already tried some troubleshooting steps before emailing us, make sure to mention them so we can skip them in our answers.

Today’s problem: Google Pixel 2 XL keeps freezing during calls

Hi TDG. I have started having trouble calling since February of this year–outgoing calls never connected, and I could not pick up incoming call. The phone would reboot. I was using Google Hangouts and WhatsApp as alternates to talk to people, and now those are getting the phone to hang up also.  I have back installed the phone app, done a factory reset, but I still have issues calling. At one time, I thought Google Voice was the issue, so I uninstalled it, and it helped. But now it gives me trouble without that. Is there a way to isolate what software is causing these issues? Can I get a log of what crashes the phone?

Solution: There’s no easy way to isolate what specific software is causing the problem. If the issue returns after you factory reset your Pixel, that can even suggest that the reason may not be software at all. Below are the troubleshooting steps that you can try:

Install Android and app updates

Sometimes, network issues are caused by firmware bugs or incompatible apps. Make sure that your phone’s operating system and all apps are updated.

Boot to safe mode

To verify if the problem is being caused by a third party app, you want to boot your phone to safe mode. In this mode, third party apps will be blocked, allowing only pre-installed ones to run. If voice calling works on safe mode but not on normal mode, you can bet you have a bad third party app issue. Here are the steps on how to boot your Pixel 2 to safe mode:

  1. With the device powered on, press and hold the Power button (located on the right-edge) until the Power off prompt appears then release.
  2. Touch and hold Power off until the “Reboot to safe mode” prompt appears then release.
  3. Tap OK to confirm. Note: The restart process may take up to 45 seconds to complete.
  4. Upon restart, “Safe mode” appears in the lower-left of the unlock/home screen.

To identify which of your apps is causing the trouble, you should boot the phone back to safe mode and follow these steps:

  1. Boot to safe mode.
  2. Check for the problem.
  3. Once you’ve confirmed that a third party app is to blame, you can start uninstalling apps individually. We suggest that you begin with the most recent ones you added.
  4. After you uninstall an app, restart the phone to normal mode and check for the problem.
  5. If your Pixel 2 XL is still problematic, repeat steps 1-4 until you’ve figured out the app.

Unroot or restore to stock firmware

If your phone is rooted try to unroot it and see how voice calling functions. We suggest a similar approach if your Pixel 2 has unofficial Android version by restoring its stock firmware.

Get professional help

If all the solutions above won’t help, you can assume bad hardware is to blame. Remember, factory reset should take care of any software issue in the first place. If the issue remains even when the device is newly reset and no third party apps are installed, there must be a hardware malfunction causing it. Let a professional check the device to see if it can be fixed without replacing the motherboard.

 


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