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
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
55 Replies
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!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 🇫🇷
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 :)
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
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
I just reached out to Samsung B2B-support about this, asking when they expect to release an update with this fix for the S23.
The incompetence from their support is unbelivable...
- First response was to open a ticket through Samsung Knox Admin Portal.
We don't use Knox and don't have an account there. - Second response: "We have checked, and since the issue you are experiencing is related to Intune policy, we recommend that you contact Intune support directly for specialized assistance. They will be best equipped to handle any questions or issues related to the policy."
- I told them once more that this is a known Android issue and that Intune-support can't help me with this, and that it is confirmed fixed in latest Android-build and that all I have asked is when they expect to release an update including that fix, this was their response:
"After double-checking, we have noticed that the issue you are experiencing is not related to Samsung, so we recommend that you contact Intune support directly for more information about their policies, as they will be best equipped to assist you with your inquiry."
Has anyone else gotten any useful out of Samsung about this?
- First response was to open a ticket through Samsung Knox Admin Portal.
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.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.
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.
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!
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
Hey Emilie,
Great news, i hope i can try the tests today !
Have a good day
Kris
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.
