How to fix Galaxy Note10 Video Call Not Working

Are you having trouble with your Galaxy Note10 as its video call feature is not working? This post will show you the solutions that you can try to address this problem.

Reasons why Galaxy Note10 video chat is not working

Fixing a particular network problem like a video call not working issue requires isolating possible causes. For this issue, there’s a number of possible reasons that you must check. Below are some of the common causes:

  • Network issue
  • Account problem
  • App is not working properly
  • Airplane Mode is ON
  • Roaming issues
  • Network not in range (may be set to wrong network)
  • Software issue

Solutions to Galaxy Note10 Video Call Not Working issue

Troubleshooting video calling issues is easy but requires time and effort. Learn what you can do to fix this problem on your Note10.

Verify if voice calling works

Before you proceed with more advanced troubleshooting steps, make sure that you check the status of your voice calling service. Try calling the contact you’re having an issue with video chat to see if it works. If you can’t also make regular voice calls, the most likely reason for that is network- or account-related. By solving regular voice calling issue, you’ll also will probably fix voice calling as well. If regular voice calls is also problematic, that’s a different troubleshooting branch so we highly suggest that you contact your network operator directly so they can walk you through the steps.

If voice calling is not affected, then follow the rest of our suggestions below.

Check signal bars

If network signal is weak or intermittent, services may not work as expected. Try to monitor if the signal bars on your device disappears totally before showing up again. If that’s the case, there may be a network problem where you’re at. Try moving out in a more open space to see if that improves the situation.

If you are positive about possible signal issue (intermittent or weak), you’ll want to contact your network operator using other means so they can confirm if there’s any on-going issue.

Check for errors

If your Galaxy Note10 video call is still not working and you’re getting an error, make sure to take note of it. Then, try to use Google to search for a solution. Network errors can be specific to a carrier so be sure that you write down the exact error before looking for an online fix.

Reboot device

Restarting is a common fix for networking troubles so you’ll want to do this if none of the suggestions have helped so far. This can work if the cause of the problem is a temporary bug that causes the system to freeze or become unresponsive. If you haven’t tried this yet, be sure that you do it this time. Try restarting it normally first by pressing the Power button to access the boot menu. Then, select Restart option and see if that works.

Another way to restart the device is by pressing and holding the Volume Down button and the Power key at the same time for 10 seconds or until the device’s screen turns on. This simulates the effect of having disconnected the battery from the device. If this works, this may unlock the device.

If doing the regular restart won’t help, then try this:

  1. Press and hold the Volume Down button first and don’t release it.
  2. While holding it down, press and hold the Power key.
  3. Keep both keys held down for 10 seconds or more.

The second restart procedure tries to simulate the effects of removing the battery pack. On older devices, disconnecting the battery is often an effective way in fixing unresponsive devices. If nothing changed though, proceed to the next suggestions.

Rebooting your device regularly at least once every week can be beneficial. If you tend to forget things, we suggest that you configure your phone to reboot on its own. You can schedule it to do this task by doing these steps:

  1. Open Settings app.
  2. Tap Device Care.
  3. Tap the 3-dot at the top.
  4. Select Auto restart.

Troubleshoot Phone app

If you’re using the default Phone app when trying to video call, it’s also a good idea to troubleshoot it at this point. There are a number of steps that you perform to ensure that the Phone is working. Let’s discuss each of them below.

Force quit Phone app

Restarting the Phone app is usually effective in fixing video calling issues. Whether you’re trying to do conference calls or video chat with someone, it’s important that the app you’re using to make it happen is working normally. Since most people stick with the default app when it comes to their voice calling, in this case the standard Samsung Phone app, then you’ll want to focus your troubleshooting in this app only. Of course, if you’re using a different third party voice calling app, then the suggestions below still applies to it. To see if you can fix the problem on your level, consider restarting the app. Here’s what you need to do:

Method 1: Close an app using Recent Apps key

  1. On your screen, tap the Recent Apps soft key (the one with three vertical lines on the left of the Home button).
  2. Once the Recent Apps screen is shown, swipe left or right to look for the app. It should be here if you managed to run it previously.
  3. Then, swipe up on the app to close it. This should force close it. If it’s not there, simply tap the Close All app to also restart all apps.

Method 2: Close an app using App Info menu

Another way to force close an app is by going within the app’s settings itself. It’s a longer way compared to the first method above but it’s equally effective. You want to use this method if you plan on doing other troubleshooting for the said app like clearing its cache or data. Here’s how it’s done:

  1. Open Settings app.
  2. Tap Apps.
  3. Tap the More settings icon (three-dot icon, upper right).
  4. Tap Show system apps.
  5. Find and tap the app.
  6. Tap Force Stop.

Clear Phone app cache

If video calling stopped working for some reason, it can be caused by a bad Phone app cache. This usually occurs after a major system overhaul, if there’s an under-the-hood network update. To check if your problem is due to a bad Phone app cache:

  1. Go to the Home screen.
  2. Tap Apps icon.
  3. Open Settings app.
  4. Tap Apps.
  5. If you’re looking for a system or default app, tap on More settings at the upper right (three-dot icon).
  6. Select Show system apps.
  7. Find and tap the appropriate app.
  8. Tap Storage.
  9. Tap Clear Cache button.
  10. Restart the device and check for the problem.

Reset Phone app to defaults

Reverting the Phone app to its defaults may work if the bug won’t go away after clearing the cache. This step will delete your call logs so be sure to back the app data first if you don’t want to erase them using your Samsung Cloud backup (Settings > Accounts and backup > Samsung Cloud). To clear an app’s data and return it to its defaults:

  1. Go to the Home screen.
  2. Tap Apps icon.
  3. Open Settings app.
  4. Tap Apps.
  5. If you’re looking for a system or default app, tap on More settings at the upper right (three-dot icon).
  6. Select Show system apps.
  7. Find and tap the appropriate app.
  8. Tap Storage.
  9. Tap Clear Data button.

Toggle Airplane Mode on and off

Network services are blocked if Airplane Mode is enabled. Try checking if this feature is enabled by mistake. To do that:

  1. On any screen, pull down the Notification Bar using two fingers.
  2. Find Airplane Mode and tap it.
  3. Toggle Airplane Mode on and off.

Are you abroad?

If you’re outside the country or if not using your network operator’s network, it’s possible that you may be on Roaming status, which can be the reason why your Galaxy Note10 video call is not working. In this case, contact your network operator and ask for their assistance regarding the matter.

Try switching to another network mode manually

If video chat feature is still not working at this time, try to see if changing the network mode can fix it. If you haven’t tried this yet, follow these steps to manually force the device to use another network mode such as 4G or 3G, depending on the current mode the phone is using:

  1. Open Settings app.
  2. Tap Connections.
  3. Tap Mobile networks.
  4. Tap Network mode.
  5. Depending on your options, you should select the one that indicates 4G or similar to this: LTE/3G/2G (auto-connect).
  6. Restart the device and check for the problem.

Reset network settings

Clearing a phone’s network settings is another way to fix this type of problem. Follow the steps below to see if it will help if video calling issue continues.

  1. On the Home screen, tap Apps icon.
  2. Open Settings app.
  3. Tap General management.
  4. Tap Reset.
  5. Tap Reset network settings.
  6. Tap Reset settings to confirm.

Refresh system cache

Some forms of network troubles may occur following a system update or an app installation. This can happen if the system cache is corrupted. To check if video calling issue is due to a bad system cache, learn how to refresh this cache below.

  1. Turn off the device.
  2. Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  3. 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).
  4. Press the Volume down key several times to highlight ‘wipe cache partition’.
  5. Press Power button to select.
  6. Press the Volume down key until ‘yes’ is highlighted and press the Power button.
  7. When the wipe cache partition is complete, “Reboot system now” is highlighted.
  8. Press the Power key to restart the device.

Try doing a video call on Safe Mode

Another possible reason why video call is not working on your Galaxy Note10 may be a bad third party app. To check if that’s the case, run the device to safe mode. In this mode, all third party apps will be blocked while pre-installed apps including the Phone app will continue to work. So, if you can do a video call on safe mode only, that means that you have a bad third party app issue.

To restart to safe mode here’s how to do that:

  1. Press and hold the Power button until the Power off window appears then release.
  2. Touch and hold Power off until the Safe mode prompt appears then release.
  3. To confirm, tap Safe mode.
  4. The process may take up to 30 seconds to complete.
  5. Upon reboot, “Safe mode” appears in the lower-left of the home screen.
  6. Check for the problem.

Don’t forget: safe mode blocks third party apps but it won’t tell you which of them is the real cause. If video call is still not working on your Note10 and you think that there’s a rogue third party app in the system, you must identify it. Here’s what you need to do exactly:

  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 Galaxy Note10 is still problematic, repeat steps 1-4.

Revert software to defaults (Factory reset)

If the problem has not been resolved this far, you should consider wiping the phone. This may be drastic yet it’s probably an effective way to fix your video calling issue. You should consider doing a hard reset if you’ve already exhausted all software troubleshooting.

Below are the two ways to factory reset your Note10:

Method 1: How to hard reset on Samsung Galaxy Note10 via Settings Menu

This is the easiest way to wipe your Galaxy Note10. all you have to do is to go under Settings menu and follow the steps below. We recommend this method if you have no trouble going under Settings.

  1. Create a backup of your personal data and remove your Google account.
  2. Open Settings app.
  3. Scroll to and tap General management.
  4. Tap Reset.
  5. Select Factory data reset from the given options.
  6. Read the information then tap Reset to continue.
  7. Tap Delete All to confirm action.

Method 2: How to hard reset on Samsung Galaxy Note10 using hardware buttons

If your case is that the phone is not booting up, or it boots but Settings menu is inaccessible, this method can be helpful. First, you need to boot the device to Recovery Mode. Once you successfully access Recovery, that’s the time that you begin proper master reset procedure. It may take some tries for you before you can access Recovery so be patient and simply try again.

  1. If possible, create a backup of your personal data ahead of time. If your problem prevents you from doing that, then simply skip this step.
  2. Also, you want to make sure that you remove your Google account. If your problem prevents you from doing that, then simply skip this step.
  3. Turn off the device. This is important. If you can’t turn it off, you’ll never be able to boot to Recovery Mode. If you are not able to shut the device off regularly via the Power button, wait until the phone’s battery is drained. Then, charge the phone for 30 minutes before booting to Recovery Mode.
  4. Press and hold the Volume Up button and the Bixby button at the same time.
  5. While still holding the Volume Up and Bixby keys, press and hold the Power button.
  6. The Recovery screen menu will now appear. When you see this, release the buttons.
  7. Use the Volume Down button until you are highlighting ‘Wipe data/factory reset.’
  8. Press the Power button to select ‘Wipe data/factory reset.’
  9. Use Volume Down to highlight Yes.
  10. Press the Power button to confirm factory reset.

Contact your carrier

If factory reset won’t change anything and video call is still not working on your Note10 device, the final move for you is to get help from your network operator. Perhaps there’s an unknown network bug or an account issue that must be addressed first. Your carrier has the tools to check other aspects of this issue so be sure to get help from them.


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Having Issues with your phone? Feel free to contact us using this form. We’ll try to help. We also create videos for those wanting to follow visual instructions. Visit our Youtube page for troubleshooting.

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