How to fix Galaxy S8 sound problems: won’t make any sound during calls, volume turns off randomly

Hello and welcome to this day’s troubleshooting guide for the #GalaxyS8. We’ve noticed an increasing number of S8 users having sound troubles on their phones so we decided to create a special article for the issue. Although circumstances for each case may vary, solutions for sound issues are usually the same or similar so hopefully our suggestions here will help not just the users mentioned but others who may have similar experiences.

Problem #1: Galaxy S8 won’t make any sound during calls

My phone was working fine and then all of a sudden, I made a regular call and realized I couldn’t hear anything. I say regular because whatsapp calls work fine as well as listening to voice notes. The speaker also works fine. The only issue I have is audio during phone calls. I can hear the caller and they can hear me only when I use a headset. I tried safe mode and that didn’t help, I tried soundabout, I checked my network options, I checked call volume and I even tried uninstalling updates from Google Voice. Everything works except regular calls. I don’t know what else to do. — Tavia.gooden2

Solution: Hi Tavia.gooden2. There must be a bug with the calling app you’re using. Try to clear its cache and data first and see what happens. Here’s how:

To clear an app cache:

  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. Tap More at the upper-right hand (three-dot icon).
  4. Select Show system apps.
  5. Once in there, look for the messaging application you’re using and tap it.
  6. You’ll now see a list of stuff that gives you information about the app, including Storage, Permissions, Memory Use, and more.
  7. These are all clickable items. You’ll want to click on Storage.
  8. You should now clearly see the CLEAR CACHE button. Tap it.
  9. Restart your S8 and check for the problem.

To clear an app data:

  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. Tap More at the upper-right hand (three-dot icon).
  4. Select Show system apps.
  5. Once in there, look for the messaging application you’re using and tap it.
  6. You’ll now see a list of stuff that gives you information about the app, including Storage, Permissions, Memory Use, and more.
  7. These are all clickable items. You’ll want to click on Storage.
  8. You should now clearly see the CLEAR DATA button. Tap it.
  9. Restart your S8 and check for the problem.

Before you do the steps above, make sure that know what calling app you’re using. If you are using the stock, Samsung Phone app, then be sure to select it in your app’s list. If you are not using Phone app, do not clear the app of Samsung Phone app as that won’t do anything.

Because we know for a fact that there’s no hardware issue, as the speaker works when listening to other apps, make sure to wipe the phone by doing a factory reset. Refer to the steps below on how to do it.

Problem #2: Galaxy S8 sound volume turns off by itself when watching movies, playing games, or listening to music

I have an S8 and I have been having problems with my volume. What’s happening is that the volume will turn off randomly while I’m watching a video, movie, play games or listening to music. It doesn’t matter if I’m using the external speaker or my bluetooth headphones. Occasionally, I’ll also hear another app trying to play also. I’m at my wits end and don’t know what to do. Any advice would be most welcome. Thank you for any help you can give me. — Trishblumhorst

Solution: Hi Trishblumhorst. There may be a bad third party app causing this problem. To check, run your S8 to safe mode, play videos, movies, or games and see what happens. Remember, when your S8 is on safe mode, you’ll only be able to use pre-installed apps so you can only use them to check our hunch. Observe the phone while streaming or watching videos for several hours to see any difference. If sound works normally and the problem is absent, that means you’ve installed a bad or problematic third party app. By third party app, we mean all apps you installed that are not included in the initial set of apps that came with the operating system. So, even apps from Google and Samsung that you added later on will be considered third party apps in this sense.

To restart to safe mode:

  1. With your S8 off press and hold the Power key past the model name screen.
  2. When “SAMSUNG” appears on the screen, release the Power key.
  3. Immediately after releasing the Power key, press and hold the Volume down key.
  4. Continue to hold the Volume down key until the device finishes restarting.
  5. Safe mode will display in the bottom left corner of the screen.
  6. Release the Volume down key when you see Safe Mode.

To know which app is causing a problem, 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 S8 still refuses to power back on, repeat steps 1-4.

Ensure all default apps are enabled

Sometimes, a user may accidentally or unintentionally disable a critical service or app. At times, third party apps may intentionally turn off default apps or services as well. To ensure that your system uses default apps, you want to reset all app preferences. Here’s how it goes:

  1. Open Settings app.
  2. Tap Apps.
  3. Tap More settings at the upper right (three-dot icon).
  4. Tap Reset app preferences.
  5. Restart your device and check for the bug.

Problem #3: Galaxy S8 won’t recognize ringtones for calls set by Zedge app

I emailed about 10 days ago and haven’t heard from you.  Not sure why I’m trying again, but here goes… I had to replace my Samsung Galaxy S8 (a StraightTalk phone using Verizon) because original got inadvertently trashed.  Initial phone worked like a charm after downloading Zedge ringtones for special people. Going through same process on new S8 had been for naught. Ringtones are in device menu and matched to particular contacts, but default ringtone still rings.  I’ve checked individual contacts and ringtones indicated are special ones I downloaded (5 different ringtones for 5 different people). I’ve uninstalled/reinstalled Zedge and repeated process to no avail. Cannot figure out the problem. Not having to physically look at phone for every call is very helpful.  This glitch is making me nuts. Please help. — Ejkauf44

Solution: Hi Ejkauf44. We’re not exactly sure what’s happening with your device but we use Zedge in our own S8 as well and it works like a charm. Zedge, like any other personalization apps out there, works by taking over the default Android sound management. The only explanation that we can think of that might cause this problem is another similar app may be working against it. Make sure that you’re not using more than one app to manage how your phone’s audio schemes or notifications are set up. If you have a lot of apps and you can’t figure out which one may be preventing Zedge from working properly, wipe the phone with factory reset, install Zedge first, and check how notifications work. This is the most effective way to determine whether or not you have an app issue.

To factory reset your S8:

  1. Create a backup of your personal data.
  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 green 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.