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Richard
Richard, Android Engineer
Category: Android Devices
Satisfied Customers: 37544
Experience:  Android Systems Specialist
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I have a SAMSUNG A5, on whatsapp I can't record more than 3

Customer Question

Hi, I have a SAMSUNG A5, on whatsapp I can't record more than 3 seconds of audio
(I have already tried to reset my phone and to install the app again )
Submitted: 1 month ago.
Category: Android Devices
Expert:  Richard replied 1 month ago.

Hi there and welcome

What exactly happens when you try to record audio longer then 3 seconds?

Please let me know

Customer: replied 1 month ago.
The phone records the audio just for 3 seconds, even if I am keep pressing the button. The app stays open and the audio is sent
Expert:  Richard replied 1 month ago.

Thanks

Can you go to settings, applications manager

Locate Whatsapp.

Then press it and press Clear Cache (not data)

Once done, restart the phone and tell me if it now operates correctly please

Customer: replied 1 month ago.
I'm gonna try now
Expert:  Richard replied 1 month ago.

thanks

Customer: replied 1 month ago.
I can't find the application manager, where should I search?
Expert:  Richard replied 1 month ago.

It is under settings, when you go to settings you will see it as a setting there.

Customer: replied 1 month ago.
Unfortunately I can't find it, I used the function search too
Expert:  Richard replied 1 month ago.

Look then please for Apps under Settings, instead of application management

Customer: replied 1 month ago.
I don't have any application manager menu, what to do?
Expert:  Richard replied 1 month ago.

Look then please for Apps under Settings, instead of application management

Customer: replied 1 month ago.
I did that but I don't find any locate whattsapp
Expert:  Richard replied 1 month ago.

You see the list of your apps in the list correct? When you go to settings, Apps.

Customer: replied 1 month ago.
Expert:  Richard replied 1 month ago.

If you still have Whats app installed it should be listed there, all apps are, can you cartefully go through the list please.

Customer: replied 1 month ago.
Opening whatssapp that's what I see
Expert:  Richard replied 1 month ago.

Good, now go to Storage, Clear Cache

Clear it, restart the phone and test whatsapp please

Customer: replied 1 month ago.
Ok, I cleared the cache, I'm gonna restart and test the app now
Expert:  Richard replied 1 month ago.

thanks

Customer: replied 1 month ago.
Unfortunately It doesn't resolve the problem
Customer: replied 1 month ago.
I can record few messages longer than 3 secs messages by chance, but most of them are stopped after 3 seconds (70-80%) exaclty as before
Expert:  Richard replied 1 month ago.

ok, we will need then to choose to remove all Data, this may result in your Whatsapp messages dissapearing but we cannot avoid this.

Go back to Apps, Storage and choose Clear Data

Once done, restart and tell me how it then works please.

Customer: replied 1 month ago.
Ok
Expert:  Richard replied 1 month ago.

thank you

Customer: replied 1 month ago.
It still doesn't work,
The phone number that Im using with whatsapp is Italian, I already tried to switch to a UK number but nothing changed.The problem persists
Customer: replied 1 month ago.
I just restarted the app and phone as you said, clearing all datas
Customer: replied 1 month ago.
the problem persists
Expert:  Richard replied 1 month ago.

ok, it is not related to the number

Go back to apps, and select Whatsapp then uninstall

Once done, go back to the Google Play Store, install the app, restart the phone and tell me if it then works please

Customer: replied 1 month ago.
I already did that too yesterday, I did a full reset of the phone. I was in a Samsung store, and I re downloaded the app and made it run for about 4 hours without installing any other app.The problem persists
Expert:  Richard replied 1 month ago.

When you did a full reset of the phone, did it wipe all your apps from it?

Customer: replied 1 month ago.
Exactly
Expert:  Richard replied 1 month ago.

Download the app voice recorder from the app store.

Can you record your voice with this?

Customer: replied 1 month ago.
The recording works very fine, the Samsung expert tested it in the store too and I just did it too :/
Expert:  Richard replied 1 month ago.

when holding the reocrd button move your finger a little (roll on the tip of it) instead of just holding

Does it then work?

Customer: replied 1 month ago.
Unfortunately not
Expert:  Richard replied 1 month ago.

Do you have a screen protector on the phone?

Customer: replied 1 month ago.
Not anyomore. I had a very expensive screen protector that I had to trash in order to test whatsapp. Nothing changed, I am very frustrated at the moment
Expert:  Richard replied 1 month ago.

Put your phone in landscape mode, then try recording.

Customer: replied 1 month ago.
It doesnt solve the problem, I managed to have just few longer recordings as in portrait mode
Expert:  Richard replied 1 month ago.

Follow the steps here to start the phone in safe mode

http://www.samsung.com/uk/support/skp/faq/1072847

In safe mode, tell me if it then records please.

Customer: replied 1 month ago.
In safe mode I can't open whatssapp as our is a downloaded app
Expert:  Richard replied 1 month ago.

ok, then you wont be able to use the record function directly in the app, it will be linked to a hardware issue for buffering the memory on the actual phone, we have ruled out everything else.

I recommend you use the voice recorder app, record your voice, then attach it to the message instead, this will allow you to bypass it.

Customer: replied 1 month ago.
Not a very good news then :( , any chance that the problem will disappear? Maybe with an app update? And my phone is brand new (I bought it last week)
Expert:  Richard replied 1 month ago.

No, the app works fine on the A5, the issue is related to hardware, it is the only cause left, we completly ruled everything out

Richard and other Android Devices Specialists are ready to help you
Customer: replied 1 month ago.
Ok, it is than a defect of my phone from the samsung factory?
Expert:  Richard replied 1 month ago.

yes, this is the only cause for it

Customer: replied 1 month ago.
Ok, thank you then. I clarify that I didnt request that I don't need any remote access to my device
Expert:  Richard replied 1 month ago.

That is no problem