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Richard
Richard, Android Specialist
Category: Android Devices
Satisfied Customers: 36052
Experience:  Android Systems Specialist
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I cant hear when i am making a call, and the other person

Customer Question

i cant hear when i am making a call, and the other person cant hear me too
Submitted: 1 year ago.
Category: Android Devices
Expert:  Richard replied 1 year ago.

Hi there and welcome

Can you tell me please the make and model of the phone?

Thank you

Customer: replied 1 year ago.
samsung galaxy s4
Expert:  Richard replied 1 year ago.

Thank you

Can you remove the battery please from the phone and wait 5 minutes,

Connect the battery, turn on the phone and tell me if it then functions correctly please.

Customer: replied 1 year ago.
ok
Expert:  Richard replied 1 year ago.

Thank you

Customer: replied 1 year ago.
i just did that, it is still not working
Expert:  Richard replied 1 year ago.

Thanks

This can be the stereo port as being jammed (the switch inside)

Can you get a pair of headphones and push them into the headphone port and take it out. Repeat 10 times then try to make a call and let me know if it now works please.

Customer: replied 1 year ago.
it didnt work
Expert:  Richard replied 1 year ago.

Do you see a picture of headphones on the top left of the phone?

Customer: replied 1 year ago.
i do
Expert:  Richard replied 1 year ago.

ok, it still means it thinks headphones are plugged in and this is the problem.

Use a Match and clean the inside of the port out where the headphones go, as much as possible, rub it along the insides and try to get that icon to dissapear which will resolve the issue.

Let me know the results please.

Customer: replied 1 year ago.
it dosent show now, and it still dosent work...
Expert:  Richard replied 1 year ago.

If you play music on the phone, can you hear it?

Customer: replied 1 year ago.
Expert:  Richard replied 1 year ago.

Now we have the headphone icon removed, restart the phone, make a call to someone different and tell me if with them you still have the issue please.

Customer: replied 1 year ago.
still dosent work...
Expert:  Richard replied 1 year ago.

ok, we will have to reset the phone. This will remove all data and return the phone to new, so backup any files off the phone you wish to keep (eg: Photos)

Then go to Settings, Backup & Reset, Factory Reset.

Let this complete and when it has, setup the phone again like when you first received it.

After doing this, tell me if it then functions please.

Customer: replied 1 year ago.
just tried it, reset the phone... it didnt work
Expert:  Richard replied 1 year ago.

Thanks

It is the internal mainboard that has faulted. Will be the audio module for microphone and phone speaker

A corrupted firmware can cause this. But we have ruled this out by reinstalling it.

I am really sorry about this and you are going to have to return the phone to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service, that would be greatly appreciated.

Thank you

Customer: replied 1 year ago.
do you think any app can cause it to happen?? or updating the phone?
Expert:  Richard replied 1 year ago.

No, as we ruled all that out via the reset, which confirms the issue as hardware, its why we did the reset.