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The smaller, economical version of Samsung's tenth flagship Galaxy phone, released in February 2019. Shipped with Android 9.0 (Pie).

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Person on other end of phone call can't hear me

Recently my phone seems to decide randomly that some numbers won't be able to hear me when I call them or they call me. This has been happening for only about a month now. This doesn't affect everyone, and it doesn't affect the same number every day. Today one of the numbers is for my vet's office which I was able to call no problem a few weeks ago. I've also called and had phone conversations with other people today without any issue. A few weeks ago it happened to the phone number for a company I was having a phone interview with despite working fine with a coworker’s number a few hours earlier. It will also occasionally hang up when someone picks up my call.

My phone is up to date, I have cleaned out my history (calling, browser, and voicemail), have not downloaded any new apps (I actually went through and deleted several ones I don't use anymore), have all my apps up to date, have not changed locations at all when calling these numbers, and confirmed that my mic does work. My phone hasn't taken any damage (water or physical) nor have I changed anything with my service recently. Apart from these issues with calling people my phone is working perfectly.

Please help! I am extremely frustrated and this is preventing me from being able to do things like pay vet bills.

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Hi @cindyl ,

Does it do this when using the phone in loudspeaker mode or when using the earphones with the microphone attachment, connected to the phone?


It will do the same thing in loudspeaker mode and not in it. I don't own any earphones with a microphone on them so I'm not sure about that one. I can give that a try.


@jayeff I have confirmed that it does NOT work with a mic on a headset either. I have confirmed that the mic works correctly otherwise.

I've also tried it with wifi, mobile data, location, and sync all off.


If your mic works and yet you can't call correctly, then I guess you consider restoring the phone

Who knows it could be some hidden glitch


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I ended up having to get my SIM card replaced and that seems to have fixed it (at least for the numbers that I've called so far). Hopefully the issue is gone now.

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Hi @cindyl ,

Just curious if the mute icon is enabled/displayed when you’re on a call and you can’t be heard? Maybe check the setting in Phone app screen when on a call. Tap the 3 vertical dots to access additional options > Mute and see if it is enabled or disabled when you can’t be heard.

Being random makes it more difficult but try the following. Allow sufficient time after performing each of the suggestions below to satisfy yourself that the problem is still there or not.

i). Wipe the cache partition and check if the problem still occurs or not.

ii). If it still occurs then start and use the phone in safe mode and check.

If it no longer occurs when in safe mode, then a downloaded app is the cause of the problem. The trick is to find out which one. You will need to uninstall each downloaded app, one by one and test the phone in normal mode between each uninstall. When the phone works OK then the last downloaded app that was uninstalled was the culprit. A downloaded app is one that you downloaded and installed on the phone and wasn’t pre-installed with the phone when you first got it.

iii). If it still fails in safe mode then you may need to consider performing a factory reset to determine whether the problem is software or hardware related.

Note: Be aware that a factory reset will erase all your data and downloaded apps. It will restore the phone to its factory default condition. It will be like when you first got it. If you decide to try this then backup the phone to the cloud or a computer before performing the factory reset. If the phone has a Google account then you will need to know the account name and password to access and setup the phone after the factory reset due to the FRP (factory reset protection) Lock being enabled by the reset.

To backup the phone, go to Settings > Accounts and Backup > Backup and Restore and follow the prompts

Once the phone has been backed up, perform the factory reset. Go to Settings > General Management > Reset.

Once the phone has been reset check if it works OK.

If it still fails then there is a hardware problem.

If the phone works OK, allow time to be sure and then using the backup made earlier, restore the phone to what it was by using the phone’s restore feature. Go to Settings > Accounts and Backup > Backup and Restore.

Once the phone has been restored, check that it still works OK. if it does then the reset has resolved the problem.

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I ended up doing a factory reset. I was able to successfully call one of the numbers I was having issues with yesterday, BUT the problem is persisting with the others. (I called one right after the other. The first one worked the others did not.)



Is the phone unlocked?

If so try using a SIM card from another carrier and check if there are problems using it.

If there still are then it is a hardware problem in the phone.


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Cindy will be eternally grateful.
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