Sound Issues

[Duggis]

I recently bought the Samsung M31 , the problem is when in the video call say whatsapp call1, when i receive another incoming call (lift or disconnect), later the sound of the first video call (whatsappcall1) the other side person voice is getting completely not audible but they could listen to my sound clearly.  I had to disconnect the call and return the call again.

[Kawsar4s]

Network problem

[Duggis]

If it is network then why this happens every time? Reproducibility is 5/5 at any network either on WIfi or 4G with complete signal. Also i see an issues which i totally forgot times in between my the other side of the video is completely black picture. But the voice is still active. These 2 are constant and when I switch back to the previous J5 Prime i don't see this issues.

[Ehsank]

this is not a handset issue

[cs-member13]

Dear Samsung Member,

Greetings from Samsung Customer Support!

To resolve this issue kindly follow the given below steps:

1. Disconnect all accessories :
>>Disconnect anything plugged into the headphone jack like, selfie stick, headphone, Bluetooth, etc.
>>Remove any third-party case.

2. Reset the device: -Kindly create data backup of your device via SMART switch mobile application or http://www.samsung.com/in/support/smartswitch pc suite.

>>Tap on Settings> Tap on General Management> Tap on Reset.

If the issue still persist, kindly register your concern in Samsung Members app (Samsung Members app > Get help > Feedback > Error report/ask question).
Note: Please send device log files within 15 minutes of issue occurrence along with the exact issue details.

Thank you for writing to Samsung.

Warm Regards,
Samsung Customer Support

[KeshavM]

I am facing problem with my Galaxy A31. There is problem with phone call voice is not clear to audible. This is new mobile phone just using 1 week onwards . Please help me how to fix this issue