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Richard
Richard, Android Engineer
Category: Android Devices
Satisfied Customers: 36526
Experience:  Android Systems Specialist
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Why does my 15 month old Samsung Galaxy Ace cut out just seconds

Resolved Question:

Why does my 15 month old Samsung Galaxy Ace cut out just seconds after tha call is answered, even when it is showing full reception?
Submitted: 3 years ago.
Category: Android Devices
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is XXXXX XXXXX I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

If you make a call on Speaker phone, rather then holding it to your face, does it still cut out?

Please let me know.
Customer: replied 3 years ago.

Yes, the phone stays on but the call is cut off.

Expert:  Richard replied 3 years ago.
Thank you

I want to rule out first the firmware as the issue.

Can you remove the battery and wait 5 minutes.

Put the battery back in, and make a test call.

Let me know the results please

Thank you
Customer: replied 3 years ago.


It cut out again.


 

Expert:  Richard replied 3 years ago.
Thanks

You have a SIM card in the phone correct?
Customer: replied 3 years ago.

Yes

Expert:  Richard replied 3 years ago.
ok, take out the SIM card and clean it as much as possible (you can use your sleeve, or a dry cloth).

Then put it back in and make a test call.

Let me know the results please

Customer: replied 3 years ago.


Thank you. I made two calls; one didn't cut out but the other did.

Expert:  Richard replied 3 years ago.
Thanks

We need to rule out the firmware as the cause of this.

To do this we will need to reinstall it. This is going to remove all your personal data and return the phone to new, but there is no way to avoid this.

To do the reset

Press the Menu key
Select Settings
Scroll to and select Privacy
Scroll to and select Factory Data Reset
Select Reset Phone
Select Erase Everything

Let this complete, then setup the phone again and make a test call.

Let me know the results please


Richard and 2 other Android Devices Specialists are ready to help you
Customer: replied 3 years ago.

OK, will do this and get back to you in due course.
Thanks again.


 

Expert:  Richard replied 3 years ago.
Thank you Frances.
Customer: replied 3 years ago.

Sorry to have taken so long to reply but I have been unwell. Thank you very much for your advice. The phone has stopped cutting out so all I need to do now is re-enter my contacts.


Frances

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