Forum Discussion
Samsung Devices: Can't call from a personal app
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-buildsI 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
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
Hi Emilie_B
thanks. Looked into our current configurations:
- "Search work contacts and display work contact caller-id in personal profile" = "Not configured" (which means "allow")
- "Data sharing between work and personal profiles." = "Device default"
- Dialer app is NOT configured as a AE system app
We have this issue on a very little amount of devices (in our case we speak of about 9.000 Samsung A-model devices, 99% COPE). We can't accept a solution where the boundaries of data security is lowered (thus not enabling cross-profile sharing). In the last couple of weeks I only heard of 3 new reports, after a device reboot the issue has been fixed immediately. Maybe it will come back, maybe the specific users will never see it again.
Configuring the dialer app into the work profile on COPE has some unwanted side effects I guess. Two separated call histories for example (I assume).
However, it has been quite a while since I played around with this scenario... Doesn't sound right for me though!
Thanks for giving us an update weberda - I think this will be helpful for our team to know and I totally appreciate where you're coming from.
I'm hoping I'll be able to provide you with an update in the next few days...
Thank you for your patience 🙏
Emilie
We received 2 new reports on this issue today. One user had the issue a couple of weeks ago and after the single reboot after the issue appeared he hasn't had this issue for almost 6 weeks. Today he told us that the issue started to appear more frequently and can only be resolved by a reboot.
Escalating this to Samsung isn't as easy as it may sound because we don't have users who are willing to stop using their phones and collect bug reports and everything over some days. Without the bug report Samsung case will always be closed. 🤪
