Level 2.0: Eclair

Solved

Samsung Devices: Can't call from a personal app

Forum|Forum|6 months ago
September 5, 2025
21 replies
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Hi everyone

we received some reports from our users in the last couple of month that suddently the phone app on COPE devices (Samsung A-series) starts to show

"Can't call from a personal app" - Your organisation only allows you to make calls from work apps.

Workaround: Reboot the device.

For most of the reports this workaround has to take place once and the message is gone forever. A very small amount of devices starts to show this message again after a couple of weeks. Rebooting is resolving the issue again.

Any idea of how to prevent this? Even emergency calls are not possible if this error is appearing!

Does anyone else have seen this behavior? Raised a case with Samsung today.

Thanks!

Daniel

Best answer by Emilie_B

Hi @weberda, @Leank, @rbzn, @joe_g094 and @clivinghouse (and welcome to the community!)

I've heard back from the team - they want to thank you for the detailed report and information you've provided.

They are aware of this behaviour affecting Samsung COPE devices, and they understand the concern, particularly regarding the impact on emergency calling functionality.

Google located the root cause and fixed the issue with Q3 build, per our tests, it is not reproducible on Pixel devices with the latest build.

Please check with your device manufacturer when they are planning to release a firmware update to comply with the latest AOSP build.
For more details on build versions, please check this link: https://source.android.com/docs/setup/reference/build-numbers#source-code-tags-and-builds

I want to thank you for your collaboration and patience - much appreciated 😌

I hope this is helpful - please let us know how you all get on and if you need anything else from us!

Thanks again,

Emilie

B

Benjamin

Level 2.0: Eclair

Hello Daniel,

I'm having the same problem on a colleague's Samsung A34. It sometimes works again after a reboot, but the problem reappears shortly after. We haven't found the cause of the problem. Have you found a solution?

Benjamin

P

Paolo

New Member

same here, two users reported this pop-up on a Company Owned with work profile Samsung. Gone after reboot

R

Rakib

Level 2.2: Froyo

What MDM, also recommend reporting this to Samsung since it looks like a Samsung error and not Android error.

P

Paolo

New Member

hi, MDM is Intune

Emilie_B

Community Manager

Hi @weberda - hope you're well!

Just wanted to follow-up and see if you had been in touch with Samsung; did they help you solve this issue?

Keep us posted if you can 🙂

Emilie

W

weberdaAuthor

Level 2.0: Eclair

Hi @Emilie_B

raised a case with Samsung but the affected users are not willing to wait for any bug reports to be taken but a quick resolution (device reboot) to get the phone call feature back on their mobiles.

So far we did not catch a scenario where the debug policy was applied and the issue re-raised. The case has been closed as we were not able to report the requested data :-(

But, we did not receive any more reports about this issue in about 2-3 weeks now.

For now, nothing else I could provide unfortunately.

Daniel

Emilie_B

Community Manager

Thank you for the update @weberda!

Let's keep our fingers crossed and hope there are no more issues in the future 😅

P

PE-MDM

New Member

Hi everyone,

we’re experiencing exactly the same issue with our users – also Samsung A-series devices managed by MS Intune with company owned work profile. A reboots temporarily resolves the issue here as well, but it comes back after some time.

@weberda you mentioned something about a debug policy related to this behavior?
Could you please share more details about this – what it does, and how it can be enabled? Maybe it helps us to further troubleshoot the issue.

Thanks,

Patrick

D

Dave

New Member

Hi All,

Did you mange to get to the bottom of this. We are facing the same issue, but on BYOD devices.

Emilie_B

Community Manager

Hi @Dave

Just wanted to check in and see if you also had the same experience as @PE-MDM and if a reboot seemed to resolve things temporarily still?

Did you raise a ticket with Samsung? If so, what was their answer?

@weberda did you hear anything else from Samsung?

A

Amonshie

Level 1.6: Donut

We are facing the same issue for some time now @Emilie_B

The issue occures sometimes on our Samsung devices managed in COPE Mode.

As we are migrating from Omnissa WS1 to MS Intune, we face the issue on phones no matter on which emm they are enrolled.

Rebooting the affected devices also works on our end. We opened an ETS Ticket (Samsung) on 30.Oct.

Z

ZoRaC

Level 1.5: Cupcake

We have two users with the samme problem the last week.

Both are running:
Operating system version: 16.0
Operating system build number:
BP2A.250605.031.A3.S901BXXUJGYJ3 or
BP2A.250605.031.A3.S916BXXS8EYJ3
Security patch level: 2025-10-01

MDM is Intune.

They are enrolled as personal owned with Work Profile.

One is a Samsung Galaxy S22 5G SM-S901B and the other is a Samsung Galaxy S23 Plus 5G S916B.

R

Raman01

Level 1.5: Cupcake

Hi everyone,

Over the past couple of months, we’ve also received multiple reports from users that the Phone app on COPE devices (Samsung A-series) displays the following message:

"Can't call from a personal app – Your organization only allows you to make calls from work apps."

Workaround: Restarting the device temporarily resolves the issue.

However, in most cases, the problem persists or reoccurs after some time, and a reboot only provides a short-term fix. This is impacting the personal section for users and negatively affecting the overall customer experience.

Affected Devices:

Model: SM-A166B | Android: 16 | Security Patch: 2025-10-01
Model: SM-A166B | Android: 15 | Security Patch: 2025-07-01
Model: SM-A155F | Android: 15 | Security Patch: 2025-09-01
Model: SM-A145R | Android: 15 | Security Patch: 2025-08-01

If anyone have any solution or in future, we have any solution please provide to all of us.

Emilie_B

Community Manager

Hi @Raman01 and welcome to the Customer Community! It's great to have you here!

Thank you for flagging you're experiencing this issue - and thank you @ZoRaC and @Amonshie - I've flagged this to the internal team and will get back to you as soon as possible.

In the meantime, could I check if you've raised this with your respective EMMs and/or resellers?

R

Raman01

Level 1.5: Cupcake

Thanks @Emilie_B

We have checked with our EMM (MS-Intune).

This is what they told us

"According to our backend team

They have discussed this issue with Google team , and they acknowledged that “this issue was a bug on Google side, and they have applied the fix. Google mentioned the fix will be included in their release during the third quarter of the year, and customers will have the expected experience after then if they upgraded their OS version. ”

Please work with Google if the latest update already released and you are still impacted.

As for Intune we don't have any influences on this issue"