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Original topic:

Call recorder

(Topic created on: 01/05/18 20:15)
Ryan23
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Galaxy S9 Series

I'm on a different thread with over 30K plus people using call recording apps (I use ACR Pro) and I can no longer hear the caller only my voice, inbound and outbound calls. 

I had the S8 plus which worked perfectly so what has Samsung done to permissions on the S9 plus which I'm now using, speaking with others it has also affected the S9.

It was very quick for Samsung customer service (UK) to put blame on the app developer but this isn't an issue with the app it's the phone.

Can someone from Samsung please tell me if this can be fixed or the S9 plus is useless to me and approximately 1.5 million other ACR users using Samsung's S9 devices.

For me the facility to record is paramount, it's not an issue with the latest version of Oreo as it works on other handsets.

Samsung what have you done ?

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Chris577
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Galaxy S9 Series

I got this from Samsung:

 

I know this is really important to you, please let me explain further.

 

Here at Samsung, we take customer feedback very seriously and we will ensure that your feedback is forwarded to the appropriate team for further analysis.

 

To send software feedback straight to our developers, please use the Samsung Members application. If it's not built in on your device, you may download it from Google Playstore. To be able to send feedback on Samsung Members, please open the application, select Support and tap on Send Feedback. This will allow you to ask a question or send an error report.

 

I can assure you that we appreciate all customer feedback and use it to drive future innovation and improvements. I will ensure that your comments are passed to the relevant team so we can address any areas for improvement. You can also leave feedback on our Community Forums on the Website.

 

Should you have any other queries, please let us know.


If you require additional support, please contact us on 0330 726 7864 (UK) or 0818 717 100 (EIRE), or respond to this email and I will be more than happy to help.

 

 

Kind regards,

 

So I've done as suggested.  The more that do the better. Mention ripa2000 legislation as that allows call recording in uk. 

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Ryan23
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Galaxy S9 Series

I'm promoting Samsung imports because people like Samsung phones (like me) if as many people in the UK don't buy UK handsets then in my opinion this will make enough of a dent in there sales to raise awareness of the issue complaining to customer service falls on death ears however I still suggest doing so. I hope that clarifies my position on the matter.

Ryan23
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Galaxy S9 Series

I will add if I haven't helped you get what you wanted then ignore my comments, have you read them all ?

Ryan23
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Galaxy S9 Series

Now I've got a bit more time I wanted to touch base on my my recent comments.

 

Samsung have posted an official review which reads as follows:

 

Based on Google’s security policy and local law, Samsung has blocked call recording through 3rd party applications. Thus this operation is intended behavior. However some 3rd party application developers had found a detour to record each voice during calls and applied it to their apps. Those applications have been working on previous Samsung devices whereas is blocked on S9/S9+ device due to improved call recording solutions. So we have a plan to apply this solution on old models.

 

So in other words there have been sufficient complaints across the world with S9 devices running Exynos which is what's preventing your phone if you have one from recording calls for them to release the above statement. 

 

I'm following other threads and were all suggesting the same thing 

 

1) Phone Samsung and complain, explain you use the app for work (helps more if you say that)

1.a) Not only does call recording not work but on the S9 devices with Exynos there is an issue affecting calls where the line goes blank so complain about that to, they are aware of this.

2) Tell them because it can't be fixed you are going to return the device.

3) They do ask you to raise your complaint through the Samsung member app, politely decline and ask the advisor to pass your complaint to the app development.

4) Send your phones back

5) If you want a Samsung that works and that isn't going to change to these devices buy one from the link I've attached. 

6) If you don't want a Samsung anymore send it back and get a different device.

7) If you want to keep your UK version that you've just got on contract or purchased wait for Samsung to release an update, and if you've had a Samsung long enough you all know how long it takes for them to do that, bearing in mind they are looking st each Country and local Law. (There doing this from Korea not something there doing in the UK)

 

By doing the above your get your complaints registered. By sending the phones back Samsung are going to realise this is a serious situation because there going to have a stockpile of handsets (keeping them isn't going to help) and hopefully there will be a fix but I can tell you now the NEW DEVICES are more likely to have a fix before release then a software update to fix the S9's currently out at the moment!

 

So whoever asked me why I'm promoting the imports is 

1) You have a working phone if you want a Samsung.

2) You don't have a Samsung that doesn't work.

3) Samsung will have a nice stockpile of handsets and future phones will NOT have this problem 

 

I hope that answers your question

 

However if not ask away if I can clarify my justification to your question in more detail.

Ryan23
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Galaxy S9 Series

I forgot to mention the Google pixel 2 have recording issues and the Huawei P20 and pro also have issues.

Here's a link which a developer started to answer questions (ACR) #COPLUK ask away regarding other manufacturers in that thread regarding this.

 

https://bitbucket.org/copluk/acr/issues/1839/kb-samsung-android-8-call-recording-issues

Rapturoso
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Galaxy S9 Series

@Ryan23 wrote:

I'm promoting Samsung imports because people like Samsung phones (like me) if as many people in the UK don't buy UK handsets then in my opinion this will make enough of a dent in there sales to raise awareness of the issue complaining to customer service falls on death ears however I still suggest doing so. I hope that clarifies my position on the matter.


Well not really. Its not clear at all. It's not making a dent in Samsung's sales if you are directing people to buy Samsung's products! They will just see a skewed amount of S9 products being sold from one outlet instead of another. If everyone was directed to buy grey imports then Samsung are just going to get the same amount of sales. No action will be taken to rectify the already affected phones in this instance. Instead Samsung will just lap up the profits from the imports instead.

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Ryan23
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Galaxy S9 Series
Well yes very really because they will see a dip in sales in the UK and then wonder why, with all the complaints as to why I think it's not brain surgery.
I also like Samsung phones and I use Samsung accessories like the Gear watch so I need a fix and I found one. So yes very really, you keep your UK version and hope for an update, good luck with that.
Tip: make a complaint everyday, see if that helps.
abbutayyab
Explorer
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Galaxy S9 Series
hi thanks for information can you please give a link 🔗 so we all can make complain about voice recording we need that feature back is there any way we can make a petition against samsung galaxy S9 phone and highlight these issues and share all over social media like Facebook twitter and others so more and more people aware of the issue and raise voice against Samsung and make them to listen us thanks waiting for all of your suggestions about this problem thanks
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Ryan23
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Galaxy S9 Series

Hi abbutayyab, thanks for joining in the conversation.

 

There is no official link for a group of complaints to Samsung they have diverted this very cleverly. 

My advise is if you've got the S9 phone your local Samsung customer services number get through to complaints and tell them a full account of the issue 

1) When in calls your phone goes silent sporadically.

2) You are no longer able to use recording apps available on Google's play store which you use for work or in my case conversations with Hospitals and Doctors.

 

At this point they will ask you if you've done the most recent update (which was meant to fix the silent calls and it didn't)

Tell them you have and it's still doing so and explain how important it is that your able to hold a clear conversation with the other person.

With the App recording feature it depends what Country your in to the responce your get.

The normal responce is, it's the developer software that doesn't work isn't compatible.

If they say that ask them why on the Snapdragon versions it works fine. At this point the customer service agent won't know what to say and probably put you on hold. (Lol)

When they come back tell them how important the app(s) is to you personally and you've checked online to find out Samsung have blocked the ability to record (if they don't know) 

At this point make a formal complaint that your unable to use apps available on the Google app store and get them to send the complaint to the app development team at Samsung (this is the important bit as it goes back to Korea)

After all of the above ask them what your meant to do now that your unable to hear the other person properly and unable to use important apps which are available to everybody.

When they go quiet on you (as they normally do at this point) they will suggest to send the phone in for repair. Tell them NO because you need a phone (which is why you purchased one) and don't want a repaired device having only just purchased it. Then tell them you want to hand it back and a full refund. (If you purchased it from them directly ask them to send you a pre-paid bag to send it back) if you purchased it from elsewhere ask them for a FAULT CODE to enable a return to the retailer. If your in contract then do the same thing with a FAULT CODE and tell them you've spoken with Samsung and the device is faulty and your unable to use applications available on Google's play store as these have been blocked by Samsung and they didn't tell you when you got the phone nor did you know. If that fails try and sell it if you really get stuck and want rid.

 

That's all I can advise I hope it helps in someway but there is no fix anytime soon. 

 

Feel free to look at a link in previous comments to purchase one should you be able to get out of your one (if you still want a Samsung)

 

Good luck!

abbutayyab
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Galaxy S9 Series
thank you very much for these incredible support and information
Rapturoso
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Galaxy S9 Series

@Ryan23 wrote:

IMPORTANT UPDATE !!!

 

BOLDBEAST CALL RECORDING HAS FIXED THE ISSUE RECORDING WITH S9 MODELS PLEASE DOWNLOAD AND CHECK. (GOOGLE PLAY STORE)

 

I HOPE YOU ALL FIND THIS HELPFUL.


Ok so how did you get it to work? I have downloaded it and tried to test it but again all I hear is my own voice and not the other side of the call when I play the files back.

 

What exactly needs to be set in the call recording settings to record the full conversation? You didn't provide a list so it would be appreciated if you could reply to this with clear instruction on how to get it working. Thanks.

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Taradem
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Galaxy S9 Series

Set the mode 7 ,works for me .

Finally! 

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Ryan23
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Galaxy S9 Series

Ok download the app, BOLDBEAST 

 

Then go to this link 

 

https://www.boldbeast.com/android/call_recorder.html

 

Scroll down to the bottom and update the app to version 11.1 

 

Enjoy recording calls again.

Ryan23
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Galaxy S9 Series

I've been working hard for you guys to try and get some sort of resolution, I hope it works for you all and finally we can all enjoy our Samsung phones. 

 

Ps we beat Samsung 👌

 

 

Ryan23
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Galaxy S9 Series

Yeah sorry I forgot to add the link, but it's up there now 

 

I hope I've made your day guys 

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pablox
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Galaxy S9 Series

I have updated to the 11.1 version and sadly it doesn't work for me. I can only hear my own voice. I also tried Mode 7. No luck 😞

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Ryan23
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Galaxy S9 Series
Pablox

Delete the app kills all running tasks, restart your phone and try again exactly as mentioned.

It should work.
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Ryan23
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Galaxy S9 Series
Also make sure you have NO OTHER RECORDING APPS.
pablox
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Galaxy S9 Series

Right, so I deleted ACR that I had installed (but disabled) and restarted my phone, set to Mode7 and... works!

 

Thanks!

 

Now I need to have a look how to disable system updates, so that it won't get blocked by Samsung.

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Ryan23
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Galaxy S9 Series

Your welcome Pablox 

 

I'm really pleased I could help you all, I hope you've all found my time and comments helpful and the main thing is we beat Samsung (sorry I've already said that but can't help repeating it)

 

As far as Samsung updates go there probably happy a third party application is working to stop all the complaints so I don't personally think future updates will stop it. 

 

But to be safe disable auto update and when it pops up on the phone hit "Later"

 

The phones can update automatically if they die and you put them on charge, turn them back on and connected to WiFi so be careful.