Why does visual voice mail stop working when I place the phone to my ear?

[KATMAR45]

The screen times out and the message stops.  This has been going on for about a week now.

[vzw_customer_support]

We want you to be able to listen to all of your voicemails without interruptions. Have you tried extending the timeout period of your screen?

EstebanP_VZW
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[KATMAR45]

The timeout period for my screen is 5 minutes. 

[vzw_customer_support]

Katmar45, thank you for allowing us to work with you today so we can decipher what is going on with your visual voicemail concerns. I appreciate that helpful information. Let's keep working. What is the software version in your phone? (Settings>System Updates>Check new) Once you are all done, it will populate the software version you currently have. Also which Model Samsung Galaxy do you have? Any new apps downloaded on the phone?

-TakendraW_VZW
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[KATMAR45]

System update indicates it is up to date.  It was last updated on 9/27/16 software G920VVRS4CP12.

[vzw_customer_support]

Good looking out, KATMAR45. With so many variables and apps, we’d like for you to test the phone to see if the voicemail playback issues continue when the phone is in a diagnostic state. To do this, there’s Safe Mode.
Here’s how to get into this mode: https://www.verizonwireless.com/support/knowledge-base-174859/
Does this continue in Safe Mode? When was the last time that it worked?


DavidH_VZW
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[KATMAR45]

It works fine in Safe Mode.  It started doing this a few weeks ago. 

[vzw_customer_support · Accepted solution]

KATMAR45, it's awesome that listening to the voice-mails works in Safe Mode. That means that there is most likely something wrong with the the application itself. Just to make sure lets test it. Restart your phone to take it out of Safe Mode. Then go to Settings> Applications> Application Manager> Voice Mail> Force Stop. Check the voice-mails again to see if it resolves things, and let us know what happens.

MarcusS_VZW
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[amosk]

I'm having the same problem. My visual voicemail used to work just fine but quit sometime in the last several months. When I start playback, it continues until I bring it to my ear, at which time it stops. If I put it in speaker mode, it doesn't have this problem (it keeps playing when I bring it to my ear). This is annoying, because I have to always use speaker or be very careful not to get too close to my ear. Is there a fix for this? I have a Galaxy S7.

[joeld_vzw]

We appreciate you providing feedback. Have you had the chance to try the steps listed above? What are your result when you complete these steps.

JoelD_VZW

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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!!