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(Topic created on: 05-28-2023 02:28 AM)
Beginner Level 3
Galaxy A
I own samsung A23 and I've been having a problem with the phone after it was updated to one Ui 5 , The phone suddenly loses media sound but all other sounds are working like the notifications and etc. Also the videos cannot be played even online.. Samsung please fix this problem. After a restart it's fine again but I know that this is some problem, Do I have to restart the phone everytime I face this problem? I restart my phone yesterday 4 times and today 3 times.
Active Level 9
Galaxy A
Check update. Then run self diagnostic.
Galaxy A

Hello deb_seo,

We are sorry to hear about your experience with the recent updates on your beloved Samsung Galaxy A23 having multiple issues ranging from loses media sound to video cannot played online.

I feel you and understand it, expecting the device to perform better, and if it happens to my device, I'll get worried too.

Before you try out the below recommendations as to your solution, be sure to check if your device's software is 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.


Clear Cache Partition.
Step 1. Turn off your phone.
Step 2. Plug in the USB cable via PC or Type-C earphones (in case its USB-C to USB-C).
Step 3. Then press and hold Power and Volume up buttons.
Step 4. Release the power button. When the recovery screen shows up, release the volume up button.
Step 5. Navigate to and select Wipe cache partition (Volume up and down is for highlighting options and power is to select).
Step 6. Navigate to and select Yes.
Step 7. Press the power button to select Reboot system now.
Check the control media  and device output if there paired device and try to remove them.
Check also the Manage app permission.

While installing or using the application, you may be prompted to give your permission to access various functions. For example, Email may ask for permission to see your Contacts, so it can import your friends' contact info. If you have given permission by accident, you can always change the settings. App permissions can be managed through the Permission manager.

Step 1. Go to the Settings, and then select the Apps menu.

Step 2.  Tap on the more options (three vertical dots) icon.

Step 3. Choose the Permission manager.

Step 4. You can check the list of permissions. Select the feature for which you want to check permissions. 

Step 5. If you want to change the access of certain applications, select the one you want to allow or deny. For example, the Galaxy Wearable app that is allowed access to the Location feature.

Step 6. You can choose one of following: 

  • Allow all the time: the application accesses this data, even when it is not in use.
  • Allow only while using the app
  • Ask every time
  • Deny
Note: Denying certain permissions may affect the operation of some applications. In this case, a notification may appear.

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/Vibration" and "Settings/System".

Step 4. Describe the problem in details and SEND.


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


If the issue persists, you may 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. They may guide you and offer solutions to restore it.


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. 

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.