Level 2.0: Eclair

Solved

Samsung Devices: Can't call from a personal app

Forum|Forum|6 months ago
September 5, 2025
21 replies
5 views

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

Show previous replies

W

weberdaAuthor

Level 2.0: Eclair

Oh wow, thanks everyone for participating and sharing the information.

Would be helpful to hear which update we need to apply the fix the mention. As previously noted, we never managed to fully catch logs and everything because the workaround to reboot the devices was easier for endusers than having the issue and work with us to get all the data needed for further investigation :-/

On our side, I haven't received any further issue reports for weeks now. Seems to be fixed already?!

M

Moombas

Level 4.4: KitKat

...because the workaround to reboot the devices was easier for endusers than having the issue and work with us to get all the data needed for further investigation...

Yeah we see this as well quite often ;) That's why we try to provide as less as possible workarounds but in your case it was definitley needed.

B

BarryTheUnbrave

New Member

I think I have a possible resolution for this issue:

I have been having this issue for a while on my S24 Ultra. We use Intune portal for MDM, and it's my own personal device. Phone calls and texts would randomly stop working without warning. And I wouldn't know until I got a message on WhatsApp from family. This made it useless for work and potentially dangerous. I even convinced Samsung to replace the device :-). But unfortunately, the issue happened with the new device.

Coincidentally, I was also having problems enrolling the new device on the Intune portal, and on another forum, it suggested to do a factory reset of the device, don't do your personal setup, but enroll it FIRST with Intune portal, and then add your Google and Samsung accounts, wallets, etc.

So, I tried this and was able to enrol the phone on the Intune portal, AND the phone call and SMS issue was also resolved.

For reference, this is the thread on the other forum: Problem with Intune company portal and enterprise connection | Android Central Forum

Hope this helps.

Emilie_B

Community Manager

Thank you for sharing your resolution @BarryTheUnbrave !

We just need to hear from @weberda, @Raman01 and @ZoRaC to see if your suggestion is our resolution! Could you check and let us know?

Z

ZoRaC

Level 1.5: Cupcake

From my point of view, a factory reset of the devices is not a solution, but rather a workaround...

I can check with my users if they are willing to do that, but resetting a device is quite a bit of work, with needing to set up authenticator-apps, banking-app, etc again afterwards.

Emilie_B

Community Manager

Hello everyone @ZoRaC @weberda @Raman01 @BarryTheUnbrave @Moombas

I've heard back from the team and they've confirmed that they are seeing this issue across multiple customers using Samsung A-series devices. This seems to be a specific Samsung issue regarding cross-profile permissions.

To resolve the conflict, they suggest to apply these changes to your InTune configuration:

Enable Cross-Profile Sharing: In your Work Profile restrictions, set ""Data sharing to personal profile"" and ""Search work contacts"" to Allow. This prevents the Dialer from getting stuck in ""Work Only"" mode.
Allowlist the Dialer: Add com.samsung.android.dialer as a required Android Enterprise system app.

They're advising to apply Step 1 to a test group first.

If the error persists after 24 hours, we may need to escalate this to Samsung.

Could you please try the above tests and report back when you've done so?

Thanks,

Emilie

M

Moombas

Level 4.4: KitKat

We don't have COPE or BYOD, so also dont have this issue from our side ;)

But this also means, no environment to test on yet, so i have to leave it to the others, sorry.

Emilie_B

Community Manager

Don't worry @Moombas - I'm sure the others will let us know how they get on soon.

And I'm sure there will be plenty of other fixes you can test in the future 😝 (let's hope not too many!)

R

Raman01

Level 1.5: Cupcake

Hi @Emilie_B

Thank you for sharing this with us,

However, this is breaching the security of data sharing between personal and work profile.

Can you please check this with team and let us know what will be the expected time to fix the issue?

Thanks Again.

Emilie_B

Community Manager

Hey again @Raman01

I'll pass this on to the team; I think the next step is likely to escalate this to Samsung as this seems to be a Samsung-specific issue.

I'll keep you posted as soon as I have more news!

W

w4lter

Level 2.0: Eclair

Same issue also in our Environment. (COPE, MS-Intune)

It seems that this really just applies to A-Series Devices, no single report from S-Series Users.

Emilie_B

Community Manager

Thank you for flagging you're experiencing the same issue @w4lter - I'm waiting to hear back from the team and will keep you all posted :)

J

joe_g094

New Member

I have a user with an S22 Ultra that is a personally owned with work profile that is experiencing the same issue, plus the report above from the user with an S24. Seems to not just be A-Series devices.

C

clivinghouse

New Member

I do not know if it could help to also add that our org is also having this issue with at least one Samsung device Model: SM-S916U. Using the mentioned reboot method they were also able to restore phone calling abilities. We also use Intune as MDM for our devices.

Thanks!

@Emilie_B I understand you guys are waiting per your last thread update with @rbzn . Just hopefully adding more support for the case.

Emilie_BAnswer

Community Manager

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

W

weberdaAuthor

Level 2.0: Eclair

Hi @Emilie_B

thanks your updates on this, highly appreciated.

I am not very familiar with the tags and code names on Android builds. Can you elaborate "fixed with Q3 build"? The latest build ist SMR 2025-12-05 (android-16.0.0_r4)?

Thank you!

Br

Daniel

Emilie_B

Community Manager

Hi @weberda

"Q3" simply means the third quarter of the year so, I believe this is the most recent build 🙂

I hope this helps - don't hesitate if you have more questions!

Emilie

Lizzie

Community Manager

Just marking @Emilie_B's response here as an 'Accepted Solution' to increase the visibility at the top of this thread (as there are quite a few comments - it could be easily missed).

Please continue to share your experiences, as we'd liked to hear how this is going. Hopefully it will be resolved shortly.

Thanks,

Lizzie

Welcome to the Community everyone!Have a question or want to start a conversation, click here.

Kris

Level 1.6: Donut

Thank you @Emilie_B it is a good news before Christmas 😄

Emilie_B

Community Manager

You're very welcome @Kris 😉

A

Asterix

New Member

Hi @Emilie_B thank you for the feedback and explanation regarding this strange behaviour (issue). Are you able to provide us with more info on the affected AOSP build since we are also experiencing the same issue with COPE devices (Samsung) in our organisation and looking forward to resolving it before it affects more and more users/devices?
Besides this one, if you have any additional info regarding this one, please share here with us, since it's very useful for all participants who are struggling to resolve it in their organisations.

We will definitely try to reach out to Samsung support regarding this one.

Tnx in advance!

Emilie_B

Community Manager

Hello @Asterix! Welcome to the Customer Community 😊

I understand this is a frustrating situation but, unfortunately, this is an issue that lies with Samsung; there's nothing we can do to help you further.

Definitely reach out to Samsung as well - the more users report this issue, the more information Samsung will have to fix this as soon as possible!

Hope to see you around again soon,

Emilie

P.S.: I really like your username 🇫🇷

A

Asterix

New Member

Tnx for the feedback @Emilie_B

I have one more question, Shouldn't this be discussed between Google and device manufacturers (in our case, Samsung) at a higher level?

For them, emails from individual users who hardly get to the point of reporting a problem and such large companies as Google, with which they cooperate, definitely do not have the same weight. and everything goes to the general satisfaction on all three sides.

Just advising :)

Show more replies

Sign up

Login with SSO

Login to the community

Login with SSO

Scanning file for viruses.

This file cannot be downloaded