Original topic:

A14 won't answer or decline incoming calls

(Topic created: 12-10-2023 05:38 PM)
Other Mobile Devices

My A14 phone will ring, display the incoming call screen, but won't respond to pushing or swiping either the green answer button or the red decline button, it just keeps ringing. My phone is at my trusted location and locked with smart lock. I've tried swiping up to unlock the screen, nothing happens, keeps ringing. I've tried pushing side buttons, nothing. I've restarted the phone, no change in behavior.

1 Reply
Community Manager
Community Manager
Other Mobile Devices

Hi there, welcome to the Community, and thank you for reaching out. I can certainly see how frustrating and inconvenient it is to have a device that doesn't let you answer or reject calls coming in, and would like to look further into this for you. Thank you for telling us the troubleshooting you have already attempted. 
First, let's see if a third-party application is interfering with the device's normal functions. You can do so through Safe Mode: https://www.samsung.com/us/support/answer/ANS00062983/

If the behavior continues in Safe Mode, it may be time to try the repair apps and device cache clear. Follow these steps:
 - Power off your device.
 - While the device is powered off, simultaneously press and hold the power and volume up buttons. 
 - Once the Samsung logo appears, release both buttons. Your device should boot into recovery mode. 
 Using the volume buttons to navigate and the power button to select: 
 - Navigate to "wipe cache partition" and press power. 
 - Select yes to confirm. 
 - Navigate down to "Repair apps" and press power. 

If after the cache clear it is still not allowing you to answer or reject calls, it may be time to try a factory reset. This will wipe your device of all data, so do make sure to back up everything you do not wish to lose: https://www.samsung.com/us/support/answer/ANS00062029/

If the troubleshooting is not helpful, the phone will need to be evaluated by a certified technician. For service in the U.S., you can take the phone to a local U.S. walk-in service location https://www.ubreakifix.com/samsung or to ship the phone in for service, please reach out to us via one of the following options: 1. Facebook Messenger: http://m.me/samsungsupport 2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513- 3. Private Message: https://bit.ly/3hzZfw8 If the PM link is not working for you, you can click on my name and send me a private message directly from my profile.

For service outside of the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html