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Phone App crashing after One UI 6 update

(Topic created on: 21-11-2023 06:09 PM)
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Max_5
Journeyman
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Subject says it all.

I can open the app. But the moment I try to make a call or receive a call, the apps goes on a crash loop. I cannot view the contact if who is calling me, i cannot hang up, and I cannot use the phone as the app keeps popping in front and crashing.

Resetting the phone is not an option as I have multiple MFAs configured and not easy to restore.

Anybody with the same problem or any solution for this issue?

I have already cleared the storage for the app, rebooted the phone multiple times and even tried on safe mode. 

101 REPLIES 101
Glenntech
Samsung Members Star ★
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Try Wiping the Partition Cashe on the phone
Sometimes older software and cookies can be an issue
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Glenntech
Samsung Members Star ★
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Wiping the Partition Cashe clears out a lot of old or corrupted information that can cause issues

Follow the steps below. You must follow every step and you should be done in about a minute

Turn off your phone.

Connect your phone with a USB cable
to PC or another Samsung mobile

You will see the charging icon on your screen.
Wait till it shows charging with battery percentage.

Next, press and hold the Volume up and Side key simultaneously.
You can press the volume up button just before the Side key.
The Samsung Logo followed by
Samsung Galaxy appears on the
screen.

At this point, release the keys
Phone will boot into Android Recovery mode

In Android recovery mode, using Volume keys, choose "Wipe Cache
Partition" .
Use the power button to accept that.
You will then see its cleared.

Then the top option, reboot phone.
Press the power button to reboot the phone and then sign in normally
Rob04726
Explorer
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Try clearing the app data and the Home one ui app data, as build of data in those apps can cause issues.
JAMES4578
Samsung Members Star ★★
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@Max_5  Wiping the cache partition can help with crashes/freezes and is an advisable after updates, follow the steps described. You can also repair apps via the same Recovery Menu.

Whilst Factory Reset should be last resort it is possible to back up Multi Factor Authentication.   some details here https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-a... 

https://www.protectimus.com/blog/google-authenticator-backup/ 

I do not work for Samsung or make Samsung Products but provide independent advice and valuable contributions.


Max_5
Journeyman
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The problem still remains. Any other option to try?

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Max_5
Journeyman
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Sorry but it did not help.

Max_5
Journeyman
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My problem is that i have a personal and work profile. Plus multiple MFA apps and tokens. Yes, I guess I can somehow save everything, but it will take a large amount of effor (and IT support from the office to get the work profile reinstalled). But i wish there was something else that can be done as the Phone app is really an essential and basic app on the phone. No third party or anything crazy installed.

diavetinh
First Poster
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i have the exact same issue with my S22+ personal/work profile.    Download Google Phone app from Play Store to use for now, but cannot get rid of the annoying pop-up "call app keeps closing' with every call

Max_5
Journeyman
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Thanks for the advice. I downloaded Google Phone App, and I am seeing exactly the same as you. Even when I get the error, at least I still retain control of the call.

One thing I noticed that the CallBGProvider also showed as crashing from time to time. I wonder if that is the guilty party. I have cleared the storage on that app as well but still no luck.