Can't answer calls

[talipsychocat]

Please help me, over the last 2 weeks I have been unable to answer calls on my s20. It rings but then I just get a blank screen, no contact info or options to answer. Also when I make a call I get a blank screen and cannot pull up the keypad to select any options, I then get a message saying the app has crashed. Any advice?? 

[Leanne_T]

Hi @talipsychocat

Thanks for coming to the community. 

Are you using a downloaded app to make calls or the standard phone app on the Samsung? 

When this happens are you connected to WiFi? 

Thanks 🙂

Leanne.

[talipsychocat]

It is the standard phone app. It happens when I am on WiFi, 4g or no Internet connection. 

Thanks

[Leanne_T]

Thanks @talipsychocat

Could you try the steps in the Samsung support page, and let me know if this fixes the phone app crashing?

Speak soon 🙂

Leanne.

[talipsychocat]

I have tried all those things prior to posting I'm afraid. I have drawn the line at the factory reset as I don't want to lose all my stuff 😵

[Leanne_T]

Thanks for trying this @talipsychocat

The factory reset would be the next step to try, you can back up all your data before you do this. 

You can find information in the Samsung - Back up and restore data.

If you can try this and let me know how you get on?

Leanne.

[talipsychocat]

Thanks for your help. Manages to avoid a reset as my partner pointed out I downloaded a galaxy theme at the time things started to go wrong. Deleted the theme and it seems to be fixed now. 

Maybe that needs looking at though 🤔😁

[Leanne_T]

Thanks for letting me know @talipsychocat

Was the theme downloaded from the 'Themes' section on your Samsung phone?

Thanks 🙂

Leanne.

[talipsychocat]

Yes it was...... an alice in wonderland neon animated theme. 

[Leanne_T]

Thanks @talipsychocat

You can report this to Samsung and let them know this has happened 🙂

Leanne.