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weberda's avatar
weberda
Level 2.2: Froyo
4 months ago
Solved

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
  • Emilie_B's avatar
    Emilie_B
    17 days ago

    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 

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  • weberda's avatar
    weberda
    Level 2.2: Froyo
    2 months ago

    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?!

    • Moombas's avatar
      Moombas
      Level 4.4: KitKat
      2 months ago

      ...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.

  • Raman01's avatar
    Raman01
    Level 1.6: Donut
    2 months ago

    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"


    • Emilie_B's avatar
      Emilie_B
      Google Community Manager
      2 months ago

      Thank you Raman01​ - that's very useful! 

       

      The team is looking into this; it might take a few days but I'll get back to you as soon as possible!

      • rbzn's avatar
        rbzn
        Level 1.5: Cupcake
        26 days ago

        Hi Emilie_B​,

         

        is there a feedback from the team about the fix deployment?

         

  • Raman01's avatar
    Raman01
    Level 1.6: Donut
    2 months ago

    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's avatar
      Emilie_B
      Google Community Manager
      2 months ago

      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? 

  • ZoRaC's avatar
    ZoRaC
    Level 1.6: Donut
    2 months ago

    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.

  • Amonshie's avatar
    Amonshie
    Level 1.6: Donut
    2 months ago

    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.

  • PE-MDM's avatar
    PE-MDM
    Level 1.5: Cupcake
    3 months 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

    • Dave's avatar
      Dave
      Level 1.5: Cupcake
      2 months ago

      Hi All,

       

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

      • Emilie_B's avatar
        Emilie_B
        Google Community Manager
        2 months ago

        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? 

         

  • weberda's avatar
    weberda
    Level 2.2: Froyo
    3 months 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
      3 months ago

      Thank you for the update weberda​!

       

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

  • Emilie_B's avatar
    Emilie_B
    Google Community Manager
    3 months 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 

  • Rakib's avatar
    Rakib
    Level 2.3: Gingerbread
    3 months 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
      3 months ago

      hi, MDM is Intune

  • Paolo's avatar
    Paolo
    Level 1.5: Cupcake
    3 months ago

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