How To Fix Samsung Galaxy Note 9 Cannot Make Video Calls

Welcome to another installment of our troubleshooting series where we aim to help our readers who own the #Samsung #Galaxy #Note9 fix the issues that they are experiencing with their phone. This is the latest model in the Note series of devices to be released early this year and uses some of the latest hardware components. Although this is a solid performing device there are instances when certain issues can occur which we will be addressing today. In this latest installment of our troubleshooting series we will tackle the Galaxy Note 9 cannot make video calls issue.

If you own a Samsung Galaxy Note 9 or any other Android device for that matter then feel free to contact us using this form. We will be more than happy to assist you with any concern that you may have with your device. This is a free service we are offering with no strings attached. We however ask that when you do contact us try to be as detailed as possible so that an accurate assessment can be made and the correct solution can be given.  

How To Fix Samsung Galaxy Note 9 Cannot Make video Calls

Problem: I have a new Samsung note 9 and for some reason I can’t video call. Video calling is on, but whenever my gf tries to video call me or I try to call her it says “person is choosing to stay on audio call” even though we never got the option or notification to accept/ answer video call…we used to video call all the time with my last phone (LG V20)…any help? Thanks for your time.

Solution: Before troubleshooting this issue the first thing that you need to do is to make sure that your phone is running on the latest software version. If an update is available then make sure to download and install it in your phone.


There are several factors that can cause this particular issue. Before proceeding with the troubleshooting steps you should first make sure that your phone can make regular phone calls. If it can’t then this is most likely an account related problem. You should also make sure that your phone is getting a good LTE mobile data signal. It’s also important to note that the other party must also have a good LTE mobile data signal and that their phone is capable of making video calls.

To make a video call from your phone the following steps are to be performed.

  • Navigate to the contact you want to video call.
  • If they are available, a green Camera icon will be next to their number. Tap the icon to begin.

You can also switch to a video call from a regular voice call.

  • From your dialer, place an audio call to a contact by pressing the phone icon.
  • In the dialer, tap the VIDEO CALL option at the top of the screen to switch to a video call.
  • Once the video call has connected, choose from the following options: Switch camera, Mute, Show me, Hide me, Decline, End call.

The AT&T network requirements to make a video call are as follows.

  • A smartphone that supports Video Call
  • Postpaid wireless account that is set up for AT&T HD Voice
  • AT&T Video Call is available within an AT&T HD Voice coverage area.

The T-Mobile network requirements to make a video call are as follows.

  • Both participants need to be using a T-Mobile Video Calling device (limited to two participants). If one of the devices moves out of range of the required network, the video will be lost and the call reverts back to voice only.
  • If any participant is connecting by LTE, VoLTE must be enabled.
  • If any participant is connecting through Wi-Fi, then Wi-Fi calling must be enabled.
  • A software upgrade may be required to enable Video Calling on your device. Not all devices have the software or hardware required for video calling.
  • Video Calling only works with domestic T-Mobile numbers; it doesn’t work with international numbers. However, it will work for T-Mobile customers on Wi-Fi in another country.

To troubleshoot this problem follow the steps listed below.

Check if the problem occurs in Safe Mode

There are instances when a certain app you downloaded can cause this particular problem. To check if this is the case you will need to start the phone in Safe Mode since only the pre-installed apps are allowed to run in this mode.

  • Turn the device off.
  • Press and hold the Power key past the model name screen appearing on the screen.
  • When SAMSUNG appears on the screen, release the Power key.
  • Immediately after releasing the Power key, press and hold the Volume down key.
  • Continue to hold the Volume down key until the device finishes restarting.
  • When Safe mode appears in the bottom left corner of the screen, release the Volume down key.

In case you don’t experience the problem in this mode then it could be caused by an app you downloaded. Find out what app this is and uninstall it.

Wipe the cache partition of the phone

There are instances when a corrupted cached data can cause this particular problem. To eliminate this possibility you will need to wipe the cache partition of the phone.

  • Turn off the phone.
  • Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  • 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).
  • Press the Volume down key to highlight “wipe cache partition.”
  • Press the Power key to select.
  • Press the Volume down key to highlight “yes” and press the Power key to select.
  • When the wipe cache partition is complete, “Reboot system now” is highlighted.
  • Press the Power key to restart the phone.

Perform a factory reset using the hardware keys

One last troubleshooting step to consider is a factory reset. This will revert the phone back to its original factory condition. Make sure to backup your phone data before doing this as it will be deleted in the process.

  • Turn off the phone.
  • Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  • 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).
  • Press the Volume down key several times to highlight ‘wipe data / factory reset’.
  • Press Power button to select.
  • Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
  • Press Power button to select and start the master reset.
  • When the master reset is complete, ‘Reboot system now’ is highlighted.
  • Press the Power key to restart the phone.