Forum Discussion
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
34 Replies
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?!
...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.
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.
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?
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.
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
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.
Hey Emilie,
Great news, i hope i can try the tests today !
Have a good day
Kris
Hello and thank you for your help.
I can't find this option :
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.
i'm in this enrollment mode :
Corporate-owned devices with work profileand, as some says, it's not a good thing for security :(
Is this issue already escalated to Samsung ?
have a nice day
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.
