My wife's Note 8 stopped making video calls

[km04]

Both my wife and I have Note 8's (SM-N950U) on Verizon. We both have the latest update from Verizon. Her Note has stopped making video calls. She has not added any new apps. I can make and receive video calls from other phones(youngest daughter has an S7Edge and the father in law has an S8Plus). I can also connect with others with an Android phone. Whenever a video call is attempted both people get "XXXXXXXX is choosing to stay on audio call” even though we never got the option or notification to accept or answer the video call. I have googled this and saw three remedies, boot into safe mode to see if an app may be affecting this, did it with no joy, AND wipe the partition cache, which I have done with no joy. The third option is to do a factory reset. I want to hold off on this one as this will be a little traumatic for her. Has anyone else had this problem? If so, how did you fix it, if at all?

 

[B. Diddy]

Make sure Advanced Calling is turned on in the system settings. I'm pretty sure video calls on Verizon are done with VoLTE (which is what Advanced Calling is).

 

[km04]

Sorry, forgot to mention I made sure all of the settings needed were turned on/activated.

 

[j_hansen]

Have you tried clearing cache in recovery?

 

[km04]

No, just the wipe partition. I'll have to look up how to do this. Thanks for the advice.

 

[j_hansen]

No, just the wipe partition. I'll have to look up how to do this. Thanks for the advice.

In my experience it solves 9 out of 10 unexplained problems

 

[B. Diddy]

Did you also ask Verizon about this?

 

[km04]

Did you also ask Verizon about this?

No, based on past experience. The folks working there are salesmen first, service comes in a distant 3rd or 4th to everything else...in my opinion. That's why I am searching the internet for answers.

 

[B. Diddy]

Are you talking about in the store, or on the phone? You're more likely to get to a qualified technician on the phone (although the first person you talk to from customer support is usually a pretty basic tier 1 agent -- you may have to ask them to escalate to the next tier).

Also, did you try resetting the network settings? https://forums.androidcentral.com/e...support/knowledge-base-214319/&token=f8brHlhM

 

[km04]

The store, but on the phone isn't much better. I will try resetting the network. If that doesn't work she's gonna have to live with a factory reset. Thanks for the tip on the networks.