Why does voice mail playback stop when I put the phone to my ear?

I have a Galaxy S7 and am having trouble with my visual voicemail. After hitting "play", my playback stops when I put my phone to my ear. This is annoying, because I have to listen to my messages on speakerphone. It works fine in safemode. At one point, restarting fixed the problem (I posted this in a now-closed thread called "Visual voice mail stops working when I place phone to my ear"), but the problem is back. Restarting and then using "force stop" to stop the app didn't work this time. Any other ideas?

Accepted answers

Elements

Actually, Verizon just stated that the latest update should resolve the problem:

Samsung Galaxy S8 Software Update | Verizon Wireless

All comments

Elements

This bug has been discussed extensively in this thread: Voicemail pauses when I put phone up to my ear

Thus far there seems to be no complete fix, but a number of people were saying that going into Samsung Pay's settings and disabling some of the "Use Favorites Cards" options seemed to be resolve the issue for now.

joeym_vzw

Amosk, making sure you can listen to your voice mail without any interruption is important. I understand that you said you already restarted the app and this time it didn't work. You also stated it works fine when in safe mode, and that is key information to know, so thank you. What I am going to have you try next is to reset settings in your phone. You can do so by going into settings>backup and reset>reset settings. Once completed, your phone should power itself back on, please test to see if the issue persists after this step. We will be waiting for you here on standby for your results.

JoeyM_VZW

If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

amosk

Thanks for posting this. I somehow missed that thread in my searching, but it's a pretty comprehensive view of the problem and various solutions that have been tried.

amosk

Based on the information in the thread posted by Elements, resetting the settings is unlikely to work more than temporarily. This would be disruptive to my use of the phone, so I don't intend to try this. Do you have any information on whether there is an actual fix in the works? The Verizon representatives on the forum seem to not read the post history to see that what they suggest has already been tried and shown to not work (at least not permanently).

Elements

Actually, Verizon just stated that the latest update should resolve the problem:

Samsung Galaxy S8 Software Update | Verizon Wireless

amosk

Thanks for giving me hope! I've got an S7, so maybe that will come in our next update. I'll keep my fingers crossed.