Samsung s24+ sound issue

[missy8787]

Not sure if anyone else has experienced this so lately ive noticed when im doing video calls I can't hear the other caller ive even put the volume all the way up and still cant hear them now at first I thought maybe cus my phone was trying to connect to my hearing aid but I turn that off and still cant hear on video calls

 

[B. Diddy]

Have you experienced this with multiple different video callers, or only one specific one? If it's only one person, it could have something to do with that person's phone or settings.

 

[missy8787]

Have you experienced this with multiple different video callers, or only one specific one? If it's only one person, it could have something to do with that person's phone or settings.

Its unfortunately with multiple people that's what I thought at first too and update just did speaker phone and same issue as video calling cant hear the other caller

 

[mustang7757]

Which app are you using for video calls?

 

[missy8787]

Which app are you using for video calls?

The phone app that comes with the phone and also Facebook messenger and Snapchat and whatsapp

 

[B. Diddy]

As a test, try turning Bluetooth off and then make a video call, in case the device is inadvertently connecting with some device.

 

[mustang7757]

The phone app that comes with the phone and also Facebook messenger and Snapchat and whatsapp

As a test, try turning Bluetooth off and then make a video call, in case the device is inadvertently connecting with some device.

@B. Diddy has a Good suggestion

 

[missy8787]

As a test, try turning Bluetooth off and then make a video call, in case the device is inadvertently connecting with some device.

I tried that and same thing it’s so weird I’ve never had this problem I’m stumped lol

 

[B. Diddy]

Ok, try it in Safe Mode: https://www.samsung.com/us/support/answer/ANS10003495/. You won't be able to use 3rd party apps, but native video calling should still work.

 

[missy8787]

Ok, try it in Safe Mode: https://www.samsung.com/us/support/answer/ANS10003495/. You won't be able to use 3rd party apps, but native video calling should still work.

If it does it in safe mode does that mean it’s the phone? I mean if it is the phone I’m thinking of upgrading when the s26 line comes out anyways lol

 

[B. Diddy]

No -- Safe Mode disables any 3rd party app you may have installed, so if it works properly in Safe Mode, that means something you installed is interfering.

 

[missy8787]

No -- Safe Mode disables any 3rd party app you may have installed, so if it works properly in Safe Mode, that means something you installed is interfering.

It was still acting up unfortunately and when I put it back in regular mode i took my hearing aid and watch off the Bluetooth and then there was nothing at all couldn't hear the other caller at all

 

[B. Diddy]

Just to clarify -- you're saying you still couldn't hear the other person on a video call while the phone was in Safe Mode?

 

[huseyinsari]

If it also happens in Safe Mode and with Bluetooth off, this points to a hardware or firmware issue (earpiece/speaker, audio routing, or One UI bug). Try Settings > Reset > Reset all settings (not factory reset) and check if Dolby Atmos / Accessibility hearing enhancements are enabled. If it still fails, it’s likely a defective speaker or audio IC Samsung service should check it under warranty.

 

[missy8787]

Just to clarify -- you're saying you still couldn't hear the other person on a video call while the phone was in Safe Mode?

Yes

 

[missy8787]

If it also happens in Safe Mode and with Bluetooth off, this points to a hardware or firmware issue (earpiece/speaker, audio routing, or One UI bug). Try Settings > Reset > Reset all settings (not factory reset) and check if Dolby Atmos / Accessibility hearing enhancements are enabled. If it still fails, it’s likely a defective speaker or audio IC Samsung service should check it under warranty.

I think that was what I did first before I put it in safe mode its so weird cus its only video calls and speaker phone but I can watch videos on my phone and its fine

 

[B. Diddy]

Have you tried wired or Bluetooth headphones?

 

[missy8787]

Have you tried wired or Bluetooth headphones?

Bluetooth headphones are worse but I dont use them i have a hearing aid that it goes through which is weird cus like my notifications work great through my hearing aid but calls I cant hear so thats why id turn it off and talk through just the phone. I didnt no there was a way to use wired headphones on the s24s lol

 

[B. Diddy]

For phones that don't have a headphone jack, you need a USB-C to headphone jack dongle. Many phones come with these, but if you don't have one, they're also very inexpensive (usually around $5 or less on Amazon).

 

[missy8787]

Ive come to the conclusion its definitely a hardware issue did a group video call and same thing could barely hear anyone but when someone did a screen share i could hear the video fine but couldnt hear the video call looks like a new phone for me lol