Issues during calls
After each troubleshooting step, check to see if your issue is fixed.
Screen goes black
1. Check your proximity sensor.
Dial a call and set the phone on a table (don't use speaker mode), then hold your hand over the
proximity sensor to see if you can turn the screen off and on.
2. Use safe mode to see if apps you installed are causing the issue and uninstall as needed.
Calls are dropping
1. Check your signal strength:
•
Weak signal from your cellular provider is a common cause of dropped calls. In the status bar, see
how many bars your network connection has. If you see only one or two bars, change locations to
improve your signal strength, particularly if you are indoors.
2. Turn your phone off and then on again.
Press & hold the Power button, then touch Power off. Then turn it on to establish a new connection
with the network.
3. During a call, check that the proximity sensor works by covering it to confirm that it turns off your
screen, preventing accidental touches during calls. You can also download an app to automatically lock
your screen during calls; search for “call screen lock” on Play Store.
4. Use safe mode to see if apps you installed are causing the issue and uninstall as needed.
5. Check if a software update is available for your phone.
6. Reset the phone.
People can’t hear me on calls
1. Check to see if your phone is using Voice privacy. (This feature is not available on all models.) Turn it off
to see if sound quality improves:
a.
Touch .
b.
Touch > Settings > Calls.
2. If the issue occurs while using the speakerphone or a Bluetooth headset, check your signal strength.
In the status bar, see how many bars your network connection has. If you see only one or two bars,
change locations to improve your signal strength, particularly if you are indoors.
3. Turn your phone off and then on again.
Press & hold the Power button, then touch Power off. Then turn it on to establish a new connection
with the network.
4. Check if a software update is available for your phone.
Fix issues : Call and SIM issues
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