Hello, welcome to the Community! I am very sorry to hear about the screen cutting off when it shouldn't during calls, and can understand the inconvenience. Are you using the stock dialer application? If your phone or tablet is misbehaving, it's possible that a third-party app is causing the issue. To figure out what app is acting funny, you can use the Safe mode feature. In Safe mode, your device won't run any third-party apps. This allows you to easily identify and remove the app that may be causing the problem: https://www.samsung.com/us/support/answer/ANS00062983/
If the behavior persist in Safe Mode, then a third-party application may not be to blame, and it is time to do a little routine cleaning by wiping the device's cache partition. The steps are:
-Turn off device -Hold Volume Up + Power keys (for about 5 or so seconds) -Once in, use the Volume Up and Down keys to scroll through options -Highlight Wipe Cache Partition -While it is highlighted, hit the Power key to select
If the behavior is still present after wiping the device's cache partition, the last step is to try a factory reset. Please make sure to back up all data and files you do not wish to lose beforehand, and follow the guide carefully: https://www.samsung.com/us/support/answer/ANS00062029/
If you are still experiencing these symptoms after the troubleshooting provided and after a factory reset, I would recommend a service repair on the phone.
Please feel free to reach out to us directly via one of the following options and include a link to this thread.
Hello, welcome to the Community! I am very sorry to hear about the screen cutting off when it shouldn't during calls, and can understand the inconvenience. Are you using the stock dialer application? If your phone or tablet is misbehaving, it's possible that a third-party app is causing the issue. To figure out what app is acting funny, you can use the Safe mode feature. In Safe mode, your device won't run any third-party apps. This allows you to easily identify and remove the app that may be causing the problem: https://www.samsung.com/us/support/answer/ANS00062983/
If the behavior persist in Safe Mode, then a third-party application may not be to blame, and it is time to do a little routine cleaning by wiping the device's cache partition. The steps are:
-Turn off device -Hold Volume Up + Power keys (for about 5 or so seconds) -Once in, use the Volume Up and Down keys to scroll through options -Highlight Wipe Cache Partition -While it is highlighted, hit the Power key to select
If the behavior is still present after wiping the device's cache partition, the last step is to try a factory reset. Please make sure to back up all data and files you do not wish to lose beforehand, and follow the guide carefully: https://www.samsung.com/us/support/answer/ANS00062029/
If you are still experiencing these symptoms after the troubleshooting provided and after a factory reset, I would recommend a service repair on the phone.
Please feel free to reach out to us directly via one of the following options and include a link to this thread.
Hi, I started in safe mode and wiped cache. Still have the issue. I guess the next step is factory reset. If the issue is still there, what would the next step be?
If you are still experiencing the symptoms in safe mode and after clearing the system cache partition, then a factory reset on your phone is recommended. If you choose to perform this step, to make sure you back up your data to ensure you won't lose any data.
Follow these steps below to factory reset your phone:
1. Press Power key + Volume Down and select the Power off option.
2. Connect your phone to the computer by the Type C cable and push Volume Up and Power button at the same time.
3. Let go of all buttons when the SAMSUNG logo appears and wait till the Recovery mode menu pops up.
4. Then choose Wipe data/factory reset by using Volume keys to navigate and the Power button to accept it.
5. After that go to Factory data reset by using the same buttons as before.
6. At the end, select Reboot system now by using the Power button.
If you are still experiencing these symptoms after the troubleshooting provided and after a factory reset, I would recommend a service repair on the phone.
Please feel free to reach out to us directly via one of the following options and include a link to this thread.
