Galaxy S8 can’t make a call to one number, how to block numbers, other issues

Hello Android fans! Today’s #GalaxyS8 troubleshooting article answers some questions regarding calls and texts. We hope you’ll find our solutions effective.

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.

Problem 1: Galaxy S8 can’t make a call to one number

I am unable to call my sister and she is unable to call me. I can call anyone else just fine. This is one of my most often dialed numbers. When I dial her number, there is a pause and then a click and I am disconnected. She tells me the phone rings on her end, but there is no one there when she answers. If she tries to call me, it rings a couple of times and then goes to voicemail. At least once when I tried to call her I got a message that said something about it, but I can’t remember exactly what the words were.. It did not say error. I have read online some other people have had similar problems and they all seemed to say that it eventually corrected itself. I am on day 2 of this problem. — Suzanne

Solution: Hi Suzanne. If you can call every other contacts except one, it’s possible that you may have changed some settings in your phone. For example, you have accidentally blocked your sister’s number in the Phone or Contacts app. To check, follow the steps below:

  1. Open either Phone or Contacts app.
  2. Tap More settings icon at the upper right hand side (three-dot icon).
  3. Tap Settings.
  4. Tap Block numbers. If there’s a list of blocked numbers, make sure that your sister’s is not one of them. If it’s included in the block list, tap the red minus sign on the right to unblock it.
  5. If necessary, make sure to also check the settings under Answering and Ending calls section. There are a number of ways to answer a call so be sure to toggle each of the option in this section to see if that will make a difference.

Clear app cache and data

Another good troubleshooting step that you can do in this case is to deal directly with the app you’re using. We assume you are using the stock Phone app but if you installed a third party phone or calling app, the same steps can still be done. Basically, what you want to do is to reset app settings back to their defaults in case something changed that causes your call to a particular number to not go through. To do that, you need to clear the app’s cache first. If nothing will change, proceed to deleting its data. Below are the steps to do them:

  1. Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
  2. Navigate down to Apps. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6 or 7.
  3. Once in there, look for the application and tap it.
  4. You’ll now see a list of stuff that gives you information about the app, including Storage, Permissions, Memory Use, and more. These are all clickable items. You’ll want to click on Storage.
  5. You should now clearly see the Clear Cache and Clear Data buttons for the application. Tap Clear Cache first, then see if your call to your sister’s number goes through properly. If not, repeat steps 1-4, then do Clear Data.

Contact your carrier

If the two solutions above won’t fix the problem, make sure to let your carrier know about it. Depending on how the network and account is set up, the issue may or may not be fixable on their end. The issue may also be on the side of your sister’s network. It should be the job of your carrier’s technical support team to help you identify where the issue lies.

Problem 2: How to block numbers in Galaxy S8

I added someone to my block list and tried to remove them but they keep going back on the block list by itself. It says I removed them but when I go back into it, their name is back on it. I add and remove people frequently so I’m not sure why this one number keeps going back on. — Vanessa

Solution: Hi Vanessa. There are at least two apps in your Galaxy S8 that can block numbers: Messages app and Phone app. Both of these apps are default Samsung apps that comes with the phone. If your S8 was provided by your carrier, it’s possible that their own messaging app may also have a capability to block numbers.

Typically, Samsung Messages app only blocks a number so you won’t be able to receive SMS or MMS from it. A number blocked under Messages app can still contact you via voice calls or the internet. To block a number under Messages app, you must do the following steps:

  1. Launch Messages app.
  2. Tap More settings icon at the upper right hand side.
  3. Tap Settings.
  4. Tap Block messages.
  5. Tap Block numbers.
  6. Under Block numbers section, you can either add a number to block or remove one. We don’t know what block list you are referring to exactly but if the number that keeps coming back is in this list, make sure to remove it.

Another app that can block a number is the default Samsung Phone app. Just like the stock messaging app, you can also install a third party app that works like your typical Phone app. If you are using a third party app, the steps on how to check its block list may be different. A number blocked by a Phone app or similar won’t be able to contact you via calls but its SMS or MMS will still go through. To check a block list in a phone app, follow these steps:

  1. Launch Messages app.
  2. Tap More settings icon at the upper right hand side.
  3. Tap Settings.
  4. Tap Block numbers.
  5. Check the block list and remove the number if it’s found.

NOTE: If you want to block both text messages/MMS and voice calls from one particular number, make sure to include it in the block list of both your messaging app and Phone (dialer) app.

Problem 3: Galaxy S8 keeps getting calls and SMS from random people

I keep getting phone calls and text messages from random people that I have called them when I did not. I don’t know these people. I tried changing my number but that didn’t work. I need to know if this a defect? Mind you I don’t know these people and do not know their numbers. Can this be fixed? — Towanda Wilkins

Solution: Hi Towanda. It’s not Samsung’s fault if someone keeps calling your number. It’s not a phone issue either. Someone must have provided your number to these people.

At device level, you should be able to block numbers by following the steps we provide for Vanessa above. If you don’t want to receive calls from anonymous numbers, which means that they are not included in your contacts, you can do so by doing the following steps:

  1. Launch Messages app.
  2. Tap More settings icon at the upper right hand side.
  3. Tap Settings.
  4. Tap Block numbers.
  5. Set the slider for Block anonymous calls to ON by sliding it to the right.

Keep in mind that this feature blocks every number that is not added to your contacts. Even legit numbers from known people will be prevented from reaching you so be sure to add them when necessary.

It is also a good idea to reach out to your carrier to report the numbers that keep on bugging you. There may be an account level blocking system that they can provide to filter out them. This way, you can turn off Block anonymous calls feature in your phone to allow unsaved numbers from reaching you.

Problem 4: Galaxy S8 can’t “view all” MMS, MMS not working properly

WHEN RECEIVING A TEXT MESSAGE THAT CONVERTS INTO AN MMS MESSAGE NORMALLY I WOULD CLICK ON “VIEW ALL” AND IT WOULD SHOW ME THE FULL MESSAGE.  WITH MY NEW S8 PLUS IT IS BLANK WHEN I OPEN IT AND I CANNOT VIEW THE REST OF THE MESSAGE. ALSO, VIDEOS WILL NOT LOAD ON THE INSTAGRAM STORY.  KEEP GIVING ERRORS. — Nanette

Solution: Hi Nanette. An issue like this can be caused by either a messaging app bug or a software glitch. To fix the problem, you should try three possible solutions.

Solution 1: Clear messaging app’s cache and data

In some similar cases in the past, clearing the messaging app’s cache and data fixes this problem. If you haven’t tried it yet, be sure to do so by following the steps above.

Solution 2: Perform a factory reset

Factory reset is often the next logical troubleshooting step in this case. This is to ensure that you return all software settings back to their defaults. Here are the two ways to factory reset your Galaxy S8.

How to Factory Reset Galaxy S8 via Settings

  1. Back up data on the internal memory. If you have signed into a Google account on the device, you have activated Anti-theft and will need your Google credentials to finish the Master reset.
  2. From the Home screen, swipe up on an empty spot to open the Apps tray.
  3. Tap Settings > Cloud and accounts.
  4. Tap Backup and restore.
  5. If desired, tap Back up my data to move the slider to ON or OFF.
  6. If desired, tap Restore to move the slider to ON or OFF.
  7. Tap the back button to the Settings menu.
  8. Tap General Management.
  9. Tap Reset.
  10. Tap Factory data reset.
  11. Tap Reset device.
  12. If you have screen lock turned on, enter your credentials.
  13. Tap Continue.
  14. Tap Delete all.

How to Factory Reset Galaxy S8 via Recovery Mode

  1. Back up data on the internal memory. If you have signed into a Google account on the device, you have activated Anti-theft and will need your Google credentials to finish the Master reset.
  2. Turn off the device.
  3. Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  4. When the Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
  5. Press the Volume down key several times to highlight “wipe data / factory reset.
  6. Press Power button to select.
  7. Press the Volume down key until Yes — delete all user data is highlighted.
  8. Press Power button to select and start the master reset.
  9. When the master reset is complete, “Reboot system now” is highlighted.
  10. Press the Power key to restart the device.

Solution 3: Use another messaging

If the issue persists after doing the two solutions above, you should consider using a different messaging app. There may be a coding issue with the current messaging app so while waiting for a patch, you can use another messaging app in the meantime to let you view MMS properly. You can visit Google Play Store and check what messaging app suits you best. A lot of people said Textra is a good alternative and works properly with Samsung devices so you may want to try that one first.