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No sound on calls, works on Bluetooth, speaker and earpiece work fine too

After a recent software update my phone stopped working when I made or received a call. I couldn't hear anything, not even a dial tone, and the person on the other end couldn't hear me talking either. I am still able to make and receive calls when connected to Bluetooth. Speaker phone will not work either, but I know my speaker is working (I can play music and game sounds work). My earpiece is working as well because I get the call connection "beep" when placing calls. I tried pulling the battery and resetting the phone but the problem still exists.

I see this is an issue on multiple GS4 phones from a number of different carriers. It seems to be a software glitch to me, as the associated hardware seems to be functional.

Is Samsung aware of this issue? Does anyone else have this problem?

As I mentioned, I first noticed it after my phone updated over night. The update info is below.

update_SCH-I545_NG6_to_NK1 12/05/14

Comments

JGwiz

Pure coincidence, but my phone just exhibited this behavior about an hour ago when I was attempting to make a call. I finally rebooted the phone, which seemed to resolve the problem and I was able to make a normal call.

Very curious!

BWalczak

No ideas on how to fix this? Verizon? Samsung?

I know this is fairly prevalent as I have seen it posted on multiple message boards but nobody seems to have a fix that works for all.

Verizon_Support

BWalczak, we want you to have the best experience on your device! Have you downloaded 3rd party applicaitons to your phone? If so, some applications may be conflicting with the software update. Try uninstalling any unwanted applications and power your device off/on to soft reset.

If the issue still persist, you will need to run your phone in Safe Mode to determine if any of the remaining applications is the root cause to this issue.

With the device powered on, press and hold the Power button (located on the right edge) until the Phone options prompt appears then release. Tap and hold Power off until the Restart in Safe Mode prompt appears then release. Tap Turn On Safe Mode. The restart process may take up to 45 seconds to complete. Upon restart, Safe mode appears in the lower-left of the unlock/home screen. Keep us posted.

LasinaH_VZW

Follow us on Twitter @VZWSupport

BWalczak

Hi LasinaH,

Tried what you suggested above but still doesn't work.

Any other suggestions to try?

Thanks

Verizon_Support

BWalczak, we appreciate your efforts thus far. The final step to resolve this issue would be to hard reset that phone. A hard reset would remove the software issue that's causing this issue.

From the Apps tab, tap Settings. From the Accounts tab, tap Back up and reset. From the Personal data section, tap Factory data reset. Tap Reset device. Tap Delete all. Keep us posted.

LasinaH_VZW

Follow us on Twitter @VZWSupport

BWalczak

Hello,

Did the factory reset, it worked for a few minutes but then lost the ability hear anything when on a call.

Anything else to try before switching to another carrier? I don't have an upgrade available and have no use for a phone that doesn't make calls due to a software update.

Thanks,

-Brian

jrh4054

The VZW customer support people monitoring the community should have known and told you that NG6 isn't the latest S4 system update. NK1 is. However, a description of the NK1 fixes doesn't include your problems.

BWalczak

I just checked again, it must have updated after I did the factory reset

because it is on NK1 now. But it still isn't working.

On Wed, Jan 21, 2015 at 11:07 AM, jrh4054 <forums@verizonwireless.com>

jrh4054

As I said, the NK1 update didn't deal with your problem.

https://www.verizonwireless.com/dam/support/pdf/system_update/benefits-galaxys4-12-1-14.pdf?null

joonhyuk

Personally if you are within the return period, see if you can get a replacement from Verizon in-store. If not successful see if you can get a replacement over the phone with Verizon. If you are still within a year of purchasing the phone, you can get your phone fixed for free, barring any physical or liquid damage, by Samsung. You have to explain to them your problem and they will get you a return number. They'll provide you with a shipping label and all you have to do then is wait. Usually takes about 10 business days.

BWalczak

I've had the phone for over a year, unfortunately. Went into the Verizon

store and they said to send it in for a warranty claim, but that will cost

me $100.

As I said before it's a good reason to look at other carriers at this

point, we are playing too much with Verizon as it is.

Verizon_Support

BWalczak,

We want to make sure we continue this relationship. We need for you to have a working phone. When you did a factory reset on your device did you do an auto restore? If so, we encourage you to reset your device again and chose not to do an auto restore. This will prevent the application causing the issue to come back.

RobinD_VZW

Follow us on twitter @VZWSupport

splashdance

My phone just started doing this yesterday. I can hear the person I call, but they can't hear me. Likewise, if they call me I can hear them but they can't hear me. I've followed along with all the suggestions in this thread, and it still isn't working.

Verizon_Support

Hi splashdance!

I apologize for the inconvenience, let's look into this! Has your phone been exposed to any physical or ater damage? Have you recently downloaded any new applications?

Thanks,

AyaniB_VZW

Follow us on Twitter @VZWSupport

BWalczak

The phone has a cracked screen but that happened well before this issue

started.

As I stated above, I woke up on morning, I had notification that the

software had been updated, and later that day when I had a call come in it

wasn't working.

It wasn't like it was working, the screen cracked, then it stopped

working. But, that is the reason that in the Verizon store the only

suggestions they gave me was to "send it in for a insurance claim" or in

other words "we don't know why it isn't working so spend $100 and just get

a new phone".

On Tue, Jan 27, 2015 at 11:28 PM, Verizon Wireless Customer Support <

the_darkest1

I'm having the same issues on my phone as well. No solution from VZW and my phone is outside of the warranty period and my upgrade doesn't come until July. I might look into switching carriers too now since they pay for ETF.

karenc_vzw

BWalczak

I understand! This crack screen might not be the reason why audio is not working. However, it does void the manufacture warranty to be able to replace the phone at no cost. I do see that you are using a Bluetooth that allows you to hear the other person when making/receiving calls. Have we tried powering off the Bluetooth device, also the Bluetooth feature in settings? After this is done make sure voice control is off in Apps> Settings>Mydevice>Voice control.

JorgeO_VZW

mcarter024

Hey,

I've just come across the same exact issue. Have you had any luck?

Followed all the advice in this thread but to no avail. I'm also out of warranty, and Verizon pretty much told me there's nothing they can do. Seems like enough people are having the same problem that it is clearly a hardware issue and not user error, which should be covered by Verizon or someone.

They told me I could get a certified pre-owned for $349. Riiiiiight. $349 to fix an issue I didn't cause?

The only thing I have found is that if my headphones are in the jack, the phone works perfectly fine. My contract is up in November, so I guess I'll just have to deal until then and switch to AT&T.

BWalczak

I've had no luck either, and like you no real support from Verizon for an

issue that started after a software update.

Since I need a phone that works I had to use my insurance claim, which by

the way was almost denied because this issue was "over 60 days old", but

like you my contract is up soon as well so it will be time to switch.

On Mon, Feb 16, 2015 at 12:03 AM, mcarter024 <forums@verizonwireless.com>

auburngirl

I too am having this issue. I see on other threads that it may be a Google 4.4.2 bug. Any word on when we might get an update to 4.4.3 or newer??? I use this phone for work, and this is totally unacceptable.

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