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How to fix S9 calling issues

How to fix Galaxy S9 calling issue: 10-second delay during calls (no sound)

Today’s troubleshooting article talks about an issue on Galaxy S9 during calls. What’s happening is that there exists a 10-second delay after a call has connected, making it impossible to hear any sound during this period. Learn the troubleshooting steps that you can do about this problem below.

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.

Problem: Galaxy S9 no sound during calls 

I have the Samsung Galaxy S9. I have recently started experiencing an issue when making and receiving phone calls. What happens is when I answer or call and the person picks up there is about a 10 second dead time when nothing is heard. I say hello like 3 times before I eventually hear the other person. They dont hear me during this time either.

Also, when making a call i hear a tone like a ring after making the call that is separate than the actual ring of the call. Almost like someone else is being notified I’m making a call and gives them time to pick up. Very strange. Any assistance would be helpful! When I checked my version it says Android 8.0.0.

Solution: Has there always been a delay when making or receiving a call ever since you got the phone or when you used the current voice services of your network? While a 10-second delay may not be normal for most calls in other networks, it may perfectly be fine for yours. Before you do anything drastic on your device, we recommend that you check our questions above to avoid wasting your time in troubleshooting. There may be unique factors that causes the problem, which may not necessarily mean there’s something bad going on.

If the situation is not unique to your carrier and they’ll say that it’s definitely not normal, then that’s the time the you want to consider troubleshooting your device. Below are the steps that you can try.

Clear the cache partition

Android may encounter problems if its system cache is corrupted. To ensure that the system cache on your Galaxy S9 is on great shape, we suggest that you clear the cache partition before doing the rest of the troubleshooting below. Follow these steps on how to clear the cache partition:

  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.

Forced reboot

Plenty of issues are due to temporary bugs. These types of bugs may develop if a device is left to run for extended periods. In case you haven’t done it yet, we recommend that you try simulating the effects of a “battery pull” to clear any temporary bug that may be causing the problem. Here’s how to do that:

  1. Press and hold the Power + Volume Down buttons for approximately 10 seconds or until the device power cycles. Allow several seconds for the Maintenance Boot Mode screen to appear.
  2. From the Maintenance Boot Mode screen, select Normal Boot. You can use the volume buttons to cycle through the available options and the lower left button (below the volume buttons) to select. Wait for up to 90 seconds for the reset to complete.

Install updates

One of the ways to lessen the chances of bugs from developing as well as fixing known, reported ones is by installing updates. Making sure that apps and Android are running their latest version does not require much effort since your Note9 is set to download app updates. For Android updates, as long as you’re in your home network any carrier or Android updates are also convenient as you’ll receive notifications for them whenever they become available. All you have to do is to tap on a few buttons to confirm the download of app and system updates.

Google Play Store app is set to automatically download app updates. If you changed this behavior in the past, you should manually check for app updates from time to time.

Clear Phone app cache

If you’ve been using the same Phone app since you noticed the issue, it’s possible that there might be a problem with it. The first thing that you want to do about the app is to see if it has a cache problem. Follow these steps to clear its cache:

  1. From the Home screen, swipe up on an empty spot to open the Apps tray.
  2. Tap Settings.
  3. Tap Apps.
  4. Tap the 3 dots icon (at the upper right)
  5. Tap Show system apps to display preinstalled apps.
  6. Find and tap appropriate app.
  7. Tap Storage.
  8. Tap Clear cache.
  9. Tap OK.
  10. Restart the device and check for the problem.

Clear Phone app data

Should there be no positive effect once the Phone app cache is cleared, the next thing that you want is make sure that the app’s data is cleared too. This will revert the app into its factory version. It will also delete all call logs or history.

  1. From the Home screen, swipe up on an empty spot to open the Apps tray.
  2. Tap Settings.
  3. Tap Apps.
  4. Tap the 3 dots icon (at the upper right)
  5. Tap Show system apps to display preinstalled apps.
  6. Find and tap appropriate app.
  7. Tap Storage.
  8. Tap Clear data.
  9. Tap OK.
  10. Restart the device and check for the problem.

Make a call on safe mode

In case there’s a third party app that interferes with Android and directly affects your calls, the next step for you is to restart the device to safe mode. In this mode, all apps that you downloaded after setting up the phone, also referred to as third party apps in this article, will be suspended. This means that they won’t be allowed to run. With only pre-installed apps running on this mode, you can then try to make calls and make your observations. If the problems you’re raising here won’t exists on safe mode, that’s an indication that one of your third party apps is causing it. These are the steps on how to restart the device to safe mode:

  1. Turn the device off.
  2. Press and hold the Power key past the model name screen.
  3. When “SAMSUNG” appears on the screen, release the Power key.
  4. Immediately after releasing the Power key, press and hold the Volume down key.
  5. Continue to hold the Volume down key until the device finishes restarting.
  6. Safe mode will display in the bottom left corner of the screen.
  7. Release the Volume down key when you see Safe Mode.
  8. Try to check if the problem returns by making several calls.

If the problem is absent on safe mode, try to restart back to normal mode (by restarting the device again) and see if the problem returns. If it does, then that means an app is behind this trouble. 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 S9 is still problematic, repeat steps 1-4.

Reset app preferences

Resetting app preferences is oftentimes overlooked in many Android troubleshooting articles but when it comes to an issue like yours, it might help a lot. It’s possible that one or some of your default apps may not be set correctly, causing this glitch to occur. Because there’s no way to know if this guess is true, what you need to do is to simply ensure that all default apps are turned on. Here’s how to do that:

  1. Open Settings app.
  2. Tap Apps.
  3. Tap on More settings at the upper right (three-dot icon).
  4. Select Reset app preferences.
  5. Restart your S9 and check for the problem.

Reset network settings

This is an expected troubleshooting step for any networking issue. There may be a configuration error on your device. To clear it or any other potential network bugs, try to do the steps below.

 

  1. From the Home screen, swipe up on an empty spot to open the Apps tray.
  2. Tap General Management > Reset settings.
  3. Tap Reset network settings.
  4. If you have set up a PIN, enter it.
  5. Tap Reset settings. Once complete a confirmation window will appear.

Try a new voice calling app

In case the problem is due to app coding inefficiency, you must try using a different voice calling app to check. There are many voice calling app alternatives that you can download and install from the Play Store. We suggest that you try one of them and use it to make calls.

Factory reset

If the cause of the problem is software-related, wiping the device with factory reset might help. Learn how to factory reset your S9 by doing these steps:

  1. Create a backup of your 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.

Contact carrier

Last but not the least, you want to ensure that you let your carrier know about the problem. Make sure to call them back and tell them that you’ve already exhausted every possible troubleshooting that can be done on your device.

 


Engage with us

If you are one of the users who encounters a problem with your device, let us know. We offer solutions for Android-related problems for free so if you have an issue with your Android device, simply fill in the short questionnaire in this link and we will try to publish our answers in the next posts. We cannot guarantee a quick response so if your issue is time sensitive, please find another way to resolve your problem.

If you find this post helpful, please help us by spreading the word to your friends. TheDroidGuy has social network presence as well so you may want to interact with our community in our Facebook and Google+ pages.

Galaxy S9 voice calling issue: callers can’t hear me but i can hear them (when on speaker mode)

We’ve been getting a lot of reports about #GalaxyS9 voice calling issues including the ones described below. Today’s post will answer two of these issues so hopefully you’ll find it helpful.

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.

Problem #1: Galaxy S9 callers can’t hear me but i can hear the callers (when on speaker mode)

I recently purchased 2 Samsung Galaxy S9s for my husband and I. Both phones have the same issue. The speaker phone does not work at all. There is complete silence when I try to talk on speaker phone. I can hear who I am calling, but they can’t hear me. It’s not just one phone, so I find it hard to believe it is a phone specific issue. Help! — Colleensteffey

Solution: Hi Colleensteffey. Does this problem happen when you call one contact only or multiple contacts? If only a single contact is unable to hear you during calls, the problem may be on that contact’s end. If it’s true for multiple contacts, the issue may be coming from your phone or on your network’s side.

If this problem only occurs with one particular contact, you should tell the person on the other end to talk to his/her operator so they can help in troubleshooting it.

Because you can only do troubleshooting on your phone, this means that the limits of the actions that you can do are confined to your device and there’s nothing that you can do about possible problems with your network. To begin troubleshooting your phone, we suggest that you start by running your phone or your husband’s phone to safe mode and see how calling works.

Observe how voice calling works on safe mode

Sometimes, a third party app can interfere with Android or one of its functions like in voice calling. To see if you’ve added a bad or poorly coded app, you can let your device run to safe mode. Safe mode blocks third party apps from running, which means that if voice calling works normally and the other end can hear you fine during calls, one of your apps must be to blame.

Here’s how to restart your S9 to safe mode:

  1. Turn the device off.
  2. Press and hold the Power key past the model name screen appearing on the screen.
  3. When SAMSUNG appears on the screen, release the Power key.
  4. Immediately after releasing the Power key, press and hold the Volume down key.
  5. Continue to hold the Volume down key until the device finishes restarting.
  6. When Safe mode appears in the bottom left corner of the screen, release the Volume down key.
  7. Let your phone run and try to replicate the problem. If voice calling works properly, you have a bad app issue at hand.

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 S9 is still problematic, repeat steps 1-4.

Keep doing the same cycle until you’ve identified the culprit.

Clear Phone app data

Should nothing change even when your S9 is on safe mode at all, the next troubleshooting step for you is to wipe the data of the Phone app. Here are the steps to do that:

  1. Open Settings app.
  2. Tap Apps.
  3. Tap More settings (three-dot icon) at the upper-right.
  4. Tap Show system apps.
  5. Find the SIM Toolkit app and tap it.
  6. Tap Storage.
  7. Tap CLEAR DATA button.
  8. Restart your device.
  9. Check for the problem.

Verify microphone is working

To check if there’s a problem with your phone’s microphone, try to record yourself and listen to the recording. If you can’t hear yourself in the recording, that means you have a bad microphone issue. However, if there’s no problem in the recording at all, continue with the reset of the troubleshooting below.

To record your voice on your S9:

  1. Go to the Home screen and tap Apps.
  2. Look for Voice Recorder app. If you can’t find it, look for Samsung folder and open Voice Recorder from there.
  3. Press the red button at the bottom.
  4. Record a short clip of yourself talking as if you’re using Google Voice Typing feature.
  5. After 30 seconds, hit the Stop button and save the file.
  6. Then, listen to the recorded file.

Reset all app preferences

Should clearing your phone app’s data won’t help either, the problem may lie on how default apps are configured at this time. Apps normally depend on other apps in order to perform tasks and if a crucial system app is disabled for some reason, some functionalities or operating system features may not work properly or at all. To check, try to reset all app preferences to their default state by doing these steps:

  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 see if your S9 works fine during calls now.

Reseat SIM card

Some users found success in fixing calling issues by doing a simple step — reseating the SIM card. What this means is that you remove the SIM card from the phone and after a few seconds, reconnect it. If that won’t work, you can also try to get a replacement SIM card or try another compatible one and see how calling works.

Clear network settings

If removing and reinserting of the SIM card won’t work at all, the next good thing to do is to reset the entire network settings of your device by deleting the current ones. This procedure will wipe cellular, VPN and wifi settings so be sure to know how to set them up again if you need to. For your cellular connectivity settings to be reinstated, all you need to do is to re-insert the SIM card. For VPN set, you have to manually enter the values again. If you’re not using any VPN at all, you can just ignore it. When it comes to wifi, clearing your phone’s network settings will delete all wifi networks and their passwords. So, you’ll need to reconnect to your preferred wifi networks again after this.

To clear the network settings on your S9:

  1. Open Settings app.
  2. Tap General management.
  3. Tap Reset.
  4. Tap Reset network settings.
  5. Tap RESET SETTINGS button.
  6. Restart your S8 and check for the problem.

Factory reset

The final potential solution that might help you resolve the issue is factory reset. As the name suggests, it will return all software settings to their defaults. If the cause of your problem is software-related, this should take care of that. Otherwise, you can assume it’s a network glitch.

To factory reset your S9:

  1. Make 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.

Report the issue to your operator

Letting your carrier know about the problem is as necessary as all the steps you’ve tried above. Keep in mind that there’s no perfect system in tech and since you’ve already done all the possible solutions on your end, the logical explanation for the problem must be that it’s network-related. Make sure to tell them that this problem occurs on at least 2 devices. That should tell them that the problem may be affecting accounts or specific devices registered on the network.

Problem #2: Galaxy S9 makes no voice during calls

I have a Samsung Galaxy S9, unlocked.  I live in Kenya and have phone service and data here. Everything on the phone works fine EXCEPT: There is no voice sound in or out on a voice call. I have restarted many times.  This did not help. I did a factory reset and it worked for a short while after that but then stopped again. It is not the microphone or the speaker because I can make and receive calls on Google Hangouts.  All other sound functions work. — Dirkjasperse

Solution: Hi Dirkjasperse. There are four possible reasons why you have this problem:

  • Phone app issue
  • bad third party app
  • software bug
  • network glitch

Verify Phone app is working by clearing its data

It’s not unheard of that Samsung Phone app sometimes cause calling problems. To ensure that the app itself is in top shape, make sure that you clear its data. Follow the steps above on how to do that.

Should the problem continue after wiping the app’s data, try other calling apps that allow cellular (not calls using data) calls to work. We noticed you mentioned Google Hangouts app to be working but you did not clarify if you were trying to use it for carrier-to-carrier calls, or calls routed through Google servers. When using a third party app for troubleshooting this issue, make sure to check that you are replicating the issue as close to the original as possible. If cellular calls go through Google Hangouts fine, then that’s a confirmation that the phone app you’re using is not working properly.

Install system and app updates

One way fixing some issues and minimizing problems is by installing app and Android updates. Make sure that everything (all apps and Android) runs on their latest version.

Boot to safe mode

To check for the possibility of a bad third party app causing the problem, your next troubleshooting would be to run your device to safe mode. While in this mode, only pre-installed apps will be allowed to run, which means that if one of your downloaded apps is behind the trouble, voice calling on safe mode should work properly.

To check, run your phone to safe mode (steps provided above) and see what happens.

Factory reset

Just like what we said above, there may be a software or operating system bug causing the problem so it’s good if you can factory reset the device.

Contact your carrier

If all our recommendations in this post won’t help, don’t forget to have your carrier take a look at the problem. There are aspects to calling issues that we can’t check. It’s possible that this may be a network problem due to an on-going maintenance or upgrade. Carriers don’t usually let their subscribers know of unexpected network troubles so try to get first hand information from them on what’s going on with their service.

 


Engage with us

If you are one of the users who encounters a problem with your device, let us know. We offer solutions for Android-related problems for free so if you have an issue with your Android device, simply fill in the short questionnaire in this link and we will try to publish our answers in the next posts. We cannot guarantee a quick response so if your issue is time sensitive, please find another way to resolve your problem.

If you find this post helpful, please help us by spreading the word to your friends. TheDroidGuy has social network presence as well so you may want to interact with our community in our Facebook and Google+ pages.

How to fix Galaxy S9 Plus calling issues: calls keep dropping, can’t make calls, person on other end can’t hear

Hello and welcome! Today’s troubleshooting article addresses #GalaxyS9Plus calling issues. We know that many people are having a hard time with their S9 devices when using it for voice calling so we address some of the specific issues in this post. We’ll be doing similar posts in the coming weeks so be sure to revisit our blog.

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.

Problem #1: Galaxy S9 Plus calls keep dropping

The S9 plus call drop is widespread and is not a network issue. Please note that this is neither an isolated issue. I have had it for 40 days now. People are on their 3-7th replacements. As per our discussions it seems that the S9 and S9 Plus are having compatibility issues with the network here. For example in australia the s9 plus is working fine with the telstra network but drops call on almost every other network. Not everyone is facing the issue but there are many many like me. Please refer the link below. https://eu.community.samsung.com/t5/Galaxy-S9-S9/S9-speaker-phone-cutting-out-on-call/td-p/451835/page/59. — Div Jyot Singh

Solution: Hi Div. Calls can drop for different reasons. This issue can also occur in whatever phone or operating system so isolating the causes is really the main hurdle in addressing it. Since the Galaxy S9 and S9 Plus were released, we’ve been getting anecdotal reports about calls being dropped on this device but even until now, we still can’t establish a pattern. We’ve contacted Samsung about it and so far they’re yet to comment on the issue. We understand some users affected by the issue would like Samsung to help them out but we don’t think it’s a phone issue at all. While we can’t totally eliminate the possibility that there  may be some S9 devices with defective radios or network defect, historical data from years of experience would tell us otherwise. Based on our years of experience dealing with calling problems, 95% of documented cases are caused by network issues. This means that almost all of the problems are fixed after working with operators or carriers.

Common causes of call drop issues include the following:

  • inefficient tower switching
  • no signal or poor cellular reception
  • signal interference
  • outages or unplanned maintenance
  • SIM card-related glitch

If you’re positive that you’ve already eliminated these possible causes (by working with your carrier), then that’s the time that you should consider troubleshooting the phone for phone-side causes. To help you, kindly refer to our previously posted troubleshooting guide for the S9:

How to fix Galaxy S9 that keeps dropping calls [troubleshooting guide].

Keep in mind that we don’t work for Samsung and our data regarding defective Samsung devices are limited to our own collection and research methods. If you want to officially get an answer from Samsung, you must contact them directly.

Problem #2: Galaxy S9 dropping calls after network upgrade

Dear Sir, I’m experiencing severe connection problems and dropped calls with my unlocked Samsung Galaxy S9 after T-Mobile upgraded their towers. However, I have no issues with using Internet. Display shows 4G icon but there is no LTE sign. The phone software is up-to-date. It is set up to LTE etc. mode and connects to T-Mobile network but the signal bar is extremely low, if there at all. I rebooted the phone several times but it did not resolve the problem. At the T-Mobile store they offered to purchase a new phone… of course. I’m a medical interpreter, and having a good working phone is extremely important. Thank you in advance! Best Regards. — Leonard. [email protected] Prologue

Solution: Hi Leonard. As much as we would like to help, your case appears to be network-related so the best team that can help you is your operator only. You should ask them if the area where you spend most of your day is still affected by the upgrade. If that’s the case, the only thing that you can do is to wait until all services are back to their normal working condition.

If you can’t get a straight answer from your carrier about the status of their network services, you can try to borrow a different SIM (for another network like AT&T) from a friend (if your S9 is unlocked) and see how calling works. If the problem is non-existent when using another SIM of another carrier, that means that your carrier is probably still upgrading and their services are not fully up yet.

Keep in mind that most carriers still use 2G and 3G for voice calling services. Even if your phone detects that 4G or LTE network is up and running, 2G or 3G may actually be experiencing problems at this time. Unless you use VoLTE, voice calling will still be routed to older network modes and will continue to have problems unless T-Mobile fixes their issues.

To ensure that your S9 is properly configured to switch to older networks modes during voice calls, consider resetting its network settings. Here’s how:

  1. Open Settings app.
  2. Tap General management.
  3. Tap Reset.
  4. Tap Reset network settings.
  5. Tap RESET SETTINGS button.
  6. Restart your S9 and check how it works during calls.

Problem #3: Galaxy S9 can’t make calls or send texts at random

Hello. So this just happened out of the blue a few days ago. My phone had no issues outside of storage issues every once in a while (some apps couldn’t run because I had no room on my phone), but otherwise no problems. Now however, my phone will not send texts or make phone calls. Half the time it says “emergency calls only (and this is in places I had service before). The other half of the time it looks fine but won’t send texts and will drop the call before it even rings (it won’t even tell me I don’t have service, it just never connects the call). Half the time, the call/text will drop but I’ll still be able to browse the internet, the other half of the time everything shuts down (no internet, no calling, wifi works but nothing relating to my service does).  A restart fixes everything. Emergency calls only goes away, phone will send texts and calls, data comes back and I can browse back to full speed. While I am using my phone this is not a problem. Calls won’t drop, and if I’m actively texting, messages will go through. This usually happens when I’m not using my phone for say like an hour or so. If I only browse without text/call, I lose that. If I text/call but don’t browse, I lose my browsing. Restarting is the only way to fix this. It’s very annoying, and I don’t understand why I have this issue. It doesn’t appear to be a service issue since everything works while I am using it, and I don’t know if it’s a phone issue, since restarting my phone fixes everything. Any ideas? Anyone else have this issue? Also, I have Walmart Family plan with T-mobile.  — Sam

Solution: Hi Sam. For a case that shows multiple related symptoms like the ones you have, it’s best if you can factory reset the phone right away. Doing so will save you a lot of time and effort since there’s no clear pattern from where we can base our troubleshooting. By wiping the phone and returning its software to defaults first, you can have a baseline from which to compare each succeeding troubleshooting steps that you’ll do. We know for a fact that a factory state software have limited to no network issues at all. So, if the problems you mention here today won’t occur once you’ve returned the software to its defaults, that means one of the following is true:

  • there’s a bad third party app involved
  • a software bug developed overtime causing the problems
  • a bad network configuration was present

To factory reset your S9 Plus:

  1. Create a backup of your personal data.
  2. From the Home screen, swipe up on an empty spot to open the Apps tray.
  3. Tap Settings > Cloud and accounts > Backup and restore.
  4. Tap the following sliders to desired setting: Back up my data, Automatic restore.
  5. Tap the Back key (bottom right) until you reach the main Settings menu.
  6. Tap General Management > Reset > Factory data reset.
  7. Scroll to the bottom of the screen, then tap RESET > DELETE ALL.
  8. If you have screen lock turned on, enter your credentials.
  9. If prompted to verify your Samsung account, enter the password, then tap CONFIRM.
  10. Wait for the device to finish the reset sequence.

If the issues continue after resetting your S9 (and even when there are no third party apps installed), that can mean that you have a bad phone. It’s radio may need a firmware update so if there’s a pending update at this time, make sure to install it. If you’re lucky, it may bring a fix. Otherwise, you need to let Samsung check the device so they can determine whether it can be repaired or replaced.

Problem #4: Person on other end can’t hear when using Galaxy S9 for calls

Hi. I have a problem with phone calls. I can hear the person on the other end perfectly fine, but sometimes they can not hear me at all. I’ll be talking and it will go silent on their end. This happens on both calls that I make and receive.  I found somewhere online that it may be the proximity sensor, but I can’t find where to turn that off on my Samsung S9. Can it be turned off on this phone? Do you have any other ideas/suggestions? My carrier is US Cellular. Thank you for your help! Erin_krueger

Solution: Hi Erin. The proximity sensor determines when your device turns the screen or not during calls and has nothing to do with how sound is handled. It’s a sensor found at the top near the ear speaker. During calls, it detects whether your face is nearby or not. If it is, it tells the screen to turn off to avoid accidental screen inputs (touches). The main reason why your voice fades or becomes non-existent during calls may be one of the following:

  • faulty microphone
  • a software error
  • unknown network bug

To check if your S9 has a microphone problem, you want to record yourself speaking for a couple of minutes. Here’s how:

  1. Find and open Samsung Voice Recorder app.
  2. Tap the red Record button to start recording. Try to speak to your phone as if you’re in a call for a few minutes.
  3. Tap Stop (square) button.
  4. Save the recording.
  5. Listen to the recording you just created and see if you there are stretches of silence. If there is, then that means you have a defective microphone.

If the recording appears normal, try resetting your network settings and do a factory reset (steps provided above). If the problem persists after that, consider sending the phone in to Samsung so it can be repaired.

 


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