I can't hear anything during a call

Last Update date : 2017.12.11

I cannot hear anything during a call


If you cannot hear the person on the other line during a voice call, it may due to the volume settings

on your device or there may be a problem with your receiver/speaker. Please try the following steps below:


Step 1:  Maximise the Call volume

Ensure that the volume on your device has been set to the highest level during a voice call.


During a voice call, press the volume button located on the left side of your device, and then tap on the

drop down arrow to open the volume settings.


Tap and drag the Call volume bar to the end to maximise the Call volume settings.

If you still cannot hear anything during voice calls, please proceed to the next step.

How to maximising the Call volume How to maximising the Call volume How to maximising the Call volume


Step 2: Restart your device

Restart your device and then test it again. If the issue persists, please proceed to the next step.

Restart your device and test it again


Step 3: Update the software to the latest version on your device

Click here to see a detailed step-by-step guide to learn how to update the software of your device.


Step 4: Check with your Service Provider

Contact your service provider to check the network stability or if there have been any network interruptions in your area.


○ If your service provider confirms that there is currently an issue, you may need to wait until your service      

provider resolves the current network problems.                                                                                  

○ If your service provider confirms that there are no current issues with the service, proceed to the next step. 


Step 5: Start your device in Safe Mode

Click here to learn how. Booting your device in Safe Mode will essentially disable all 3rd party apps/services and

purely load the Android OS. Try making a voice call to hear if there is any sound coming from the receiver/speaker.


If there is sound, it is highly likely that there is 3rd party interference with the                

Operating System of your device. It is recommended to Perform a Factory Data Reset

in these circumstances. Proceed to Step 7.                                                                  


If there is no sound, it is likely that it is not a software issue.                                        


Step 6: Check the microphone/receiver of your device


Open Voice Recorder and record your voice. Playback the recording          

to see if you can hear yourself. If you can hear yourself, it is likely that there 

is an issue with the other end of the voice call or your service provider. If you

cannot hear yourself in the voice recording, please proceed to the next step.  


Check to see if the microphone and receiver is blocked/dirty. If it        

is blocked or dirty, gently brush it off using a dry toothbrush or a brush. After

you have cleaned your device, test your device again to see if there is sound. 


Step 7: Perform a Factory Data Reset on your device

This will bring your device back to factory default settings just like when you first powered

on your device for the first time. Click here to learn how to do so.


Important Note: Please ensure you back up your important data as this will wipe all personal data from your device.


If you have actioned all the steps above, and the issue persists, kindly contact Samsung for

further assistance as it is likely your device needs servicing.

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