Forum Discussion

weberda's avatar
weberda
Level 2.0: Eclair
2 months ago

Samsung Devices: Can't call from a personal app

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

Apps
cope
Devices

8 Replies

  • Benjamin's avatar
    Benjamin
    Level 1.6: Donut
    25 days ago

    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

     

  • Paolo's avatar
    Paolo
    Level 1.5: Cupcake
    21 days ago

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

  • Rakib's avatar
    Rakib
    Level 2.3: Gingerbread
    21 days ago

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

    • Paolo's avatar
      Paolo
      Level 1.5: Cupcake
      15 days ago

      hi, MDM is Intune

  • Emilie_B's avatar
    Emilie_B
    Google Community Manager
    18 days ago

    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 

  • weberda's avatar
    weberda
    Level 2.0: Eclair
    8 days ago

    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's avatar
      Emilie_B
      Google Community Manager
      8 days ago

      Thank you for the update weberda​!

       

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

  • PE-MDM's avatar
    PE-MDM
    Level 1.5: Cupcake
    4 days ago

    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