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Bluetooth audio cut off issues since August 2023 update for S22

(Topic created on: 21-09-2023 02:58 PM)
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pixies
Journeyman
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Hi,

I have this very frustrating issue since the August 2023 major update for S22 (version S901EXXU6CWH3).

Bluetooth connecting, pairing and phone calls are fine and stable. I'm using the Phonak Naida hearing devices.

This problem only happens when listening with Bluetooth to audio or when watching a video (Bluetooth stereo):

Once in a while (can be half a minute, a few minutes, it's not always the same) the audio is cut off (muted) for about 1-4 seconds and after that short mute period the audio is back.

I can also state that another update from last year caused this issue and after a few months another major update resolved the issue, so it's very frustrating to have this issue back.

Of course that with other devices such as with my desktop PC Bluetooth and other phone devices it works perfectly. Unpairing and pairing and reset of the devices didn't help.

Does anyone else have this issue with their Bluetooth set since the August 2023 update? Is it a known issue?

Thanks!

 

25 REPLIES 25
KholaI
Moderator
Moderator
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Hi all,

I'd like you all to send in an Error Report so that our engineers can look into what's causing the issue. For information on how to send this, check the following link: https://www.samsung.com/uk/support/mobile-devices/how-do-i-use-the-samsung-members-app/

 

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pixies
Journeyman
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Thank you @KholaI , I've opened an error report with a description of the problem and a link to this forum thread.

JC54
Apprentice
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He Kholal....this is not a new problem. I reported it last year and called  customer service.  They recommended that I have my phone reprogrammed.  I did not. Several updates later it was solved but after another update this year problem is back. Only problem is with Phonak hearing aides. Other Bluetooth  (Airpods, Bose wireless headphones) work fine.

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KholaI
Moderator
Moderator
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Hi @JC54 

I see. It would be best to send in an Error Report so that our engineers can look into this further. The more details you include in the report, the better they'll be able to understand the issue.

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pixies
Journeyman
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Updating that the October 2023 update still doesn't resolve the issue.

Also, I opened an error report with Samsung 1-2 weeks ago and got a reply that someone will contact me in order to debug it, but so far it didn't happen yet and nobody contacted me.

10x!

 

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KholaI
Moderator
Moderator
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Hey @pixies 

Could you perhaps provide me with more information as to what occurs exactly? I may be able to escalate this internally from to our Research and Development Team.

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JC54
Apprentice
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Kholal....I sent an Error Report and  after several days was instructed to take it UBreakitIFix to be physically checked. There they changed a few permissions and recommended leaving the myPhonak app open on my phone. They also said that if it is a software problem, there is nothing they can do.

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JC54
Apprentice
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No change in the problem...still there.

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drew1moore
First Poster
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I have had a similar issue, not exactly with the same device, but with other Bluetooth devices.  Here's my take - this issue occurs when the phone gets to a certain temperature and causes instability with the Bluetooth module in the phone.  When the phone's temperature is low, around 30-35 C, the phone works perfectly, but adding additional payload such as streaming music and/or recording drives from a dashcam to your phone, this causes the phone's internal temperature to increase, therefore audio streamed through Bluetooth devices cuts in and out.  Additionally, another symptom of this has been the phone disconnecting from Android Auto and sometimes reconnecting, but in many cases failing to do so because the phone is just too warm.

For context, I have experienced this issue on a pair of Bluetooth earbuds, a Jam Classic Bluetooth speaker, in my 2018 Kia Optima, and in my 2023 Kia Seltos.  Calls as mentioned in this thread seem to be unaffected, it is just listening to music through Pandora, Spotify, Amazon Music and other apps.  In my troubleshooting, clearing app cache, wiping the cache partition and resetting the network settings on the phone provide no improvement.  Doing a factory reset of the phone results in the same performance degradation.

Another thing to note is this problem has been present since my Samsung Galaxy S9.  Currently, I own a Galaxy S22 and also had a Galaxy S21.  I love Android, and I want to say I love Samsung phones, but that many generations of phones with the same problem and the issue not being resolved is unacceptable.  This issue ruins the user experience.  I had a Pixel 7 for a short period of time, and that phone never had the issue I experience with audio cutting out.  This is the same performance I would expect from a brand like Samsung, one that is supposed to be a pioneer in the phone industry.

JC54
Apprentice
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Still no help...better with IPhone?

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