Hands on calls not working

[Members_7AOBf2q]

To make or receive a call i need to use Bluetooth or loudspeaker.... I have made a factory reset and checked all the settings... is there anything else anyone can suggest before I need to send for repair - thanks 

[lminvti]

Hi there 👋, and welcome sorry to hear about issues you having..
Just to double check When you make or receive calls no one can hear you and you can hear the other person or both sides can't hear anything?

[Members_7AOBf2q]

On speaker and Bluetooth everything works, but with hand held only the person calling me (or who i call) can hear... I hear nothing in hand held. 

Thanks for any assistance you might have.

[AndrewL]

@Members_7AOBf2q: Please head to the Samsung Members app > Press and hold on the app icon > Diagnostics > Phone diagnostics > Speaker, and follow the on-screen instructions. When tapping 'Play' and holding the phone to your ear, can you hear the sample song clearly? 

[Piper123]

I think I understand what is happening here as I have a similar experience from time to time.

So you make / receive a call. When you want to take the call on Bluetooth Headphones or Speaker, all is well.

But when you want to use the handset, you can't hear the other person?

May I please ask, are you headphones within network reach of your device? If so they will pick up your call if paired at the time with your device

I have the same when streaming. If my headphones are within touching distance, the volume goes there and I have to disconnect the headphones.

[Members_7AOBf2q]

Thanks, but that still does not work... but shows the problem more clearly.  Thanks.

[Members_7AOBf2q]

Thanks, I thought that might be the case too... but I still get the issue with Bluetooth off. 

Thanks for the option though..

[lminvti]

Then I suggest to book a repair, you can do it through app under support section

[Members_7AOBf2q · Accepted solution]

Yeah I have called support and I have done everything else.   

Thank you and all for the suggestions. Worthwhile resource... but sadly no resolution this time... but thanks