EARPHONE DOESN'T WORK

[JiN139]

Hi! I am bothered. When I am using my earphone while having video call it doesn't work but using just audio it works. What might be the problem? I already tried to restart my phone and did also the permissions in app settings. Please help

[Obviou_sly]

Your video call may have permission issue. Please check whether it allows microphone?

[JiN139]

Yes. It allows microphone. Also, it happened suddenly without me clicking anything in my setting

[TeamGalaxyRene]

Hello JiN139,

We are sorry to hear about your experience with your Samsung Galaxy phone having issues using the earphone that doesn't work on video call but works using just audio.  I feel and understand why you are worried for a device that you've take care so much. If my device is facing similar experience, I will be bothered too.

If your phone is misbehaving, it's possible that a third-party app is causing the issue. To figure out what app is acting funny, you can use the Safe Mode feature. In Safe Mode, your phone won't run any third-party apps. This allows you to easily identity and remove the app that may be causing the problem.

Before you try out the below recommendations as to your solution, be sure to check if your device's software are updated with the latest version. Please check how to update your mobile device's software in the following order. 

Step 1. Go to Settings > Software update.

Step 2. Tap on Download and install. 

Step 3. Follow the on-screen instructions.

Boot your Samsung Galaxy phone into Safe Mode:

Step 1. Turn the device off by holding the Power button until the option to Power Off appears on the screen. Tap Power off.

Step 2. Press and hold the Power and the Volume Down buttons at the same time, to turn the device on. When you see the Samsung logo appear on the screen, you can let go of the Power button while the device boots up. Make sure to keep holding the Volume Down button.

Step 3. If done correctly, 'Safe Mode' will display on the bottom left corner of the screen. If 'Safe Mode' does not appear, repeat the steps above.

Step 4. Once you're in Safe Mode, you can remove the third-party app that is causing issues on your phone.

Exit Safe Mode.

To exit Safe Mode, simply restart your phone and it will reboot normally. You can also enter Safe Mode by pressing the Power key, touching and holding the Power off icon, and then touching the Safe Mode icon.

You may check also the video call apps settings.

If that doesn't fix the problem, you may submit an error report through the Samsung Members app as follows:

Step 1. Long press Samsung Members icon on Apps screen and tap Error reports.

Step 2. Tap OK on agreement popup to send system log data.

Step 3. Select Symptom category "Sounds/Vibrations".

Step 4. Describe the problem in details and SEND.

How to submit an error report on Samsung Members app? | Samsung PH

How to submit an error report on Samsung Members app? | Samsung PH

If the issue persists, bring your device to the nearest Samsung Authorized Service Center in your area. Rest assured that your device will undergo an assessment to pinpoint the root cause of the issue. Our Samsung engineers and technicians will guide you and offer solutions to restore it.

https://www.samsung.com/ph/support/service-center/

or book an appointment with the Samsung Members app as follows:

Support > Book an appointment to set one.

Should you need further assistance and guidance, you may contact us via our online Samsung Customer Care support channels below.

https://samsung-livechat.sprinklr.com/seao/ph/index.html 

https://www.samsung.com/ph/support/contact/#onlinesupport  

Or our Samsung Customer Care direct hotline numbers below.

#GALAXY or #425299 [Mobile Phones & Tablets]

Available 24/7

1-800-10-7267864 [All Product, Toll Free, PLDT]

1-800-8-7267864 [All Product, Toll Free, Globe]

842 221 11 [All Product, Landline]

Daily (8:00am to 8:00pm)

Be sure to click "ACCEPT AS SOLUTION" when you find our answers helpful to you.

Stay safe and have a nice day ahead! Thanks for contacting Samsung.

[JiN139]

If I reboot my phone, will all my data lose?

[TeamGalaxyRene]

Hello JiN139,

Rebooting and restarting are virtually the same thing. You will not loose any data during this process.

[JiN139]

Thanks. I tried the steps above but in this case, the app I am using in video call is Messenger. I cannot remove it if safe mode is on because it is a downloaded app.

[JiN139]

Update on this

[JiN139]

Update