topic Re: Calls get cancelled in XPERIA archive

Calls get cancelled

cesctevez — Thu, 17 Nov 2016 10:00:07 GMT

Hi Everyone

After reading through several threads without finding a solution, I decided to post my problem.

I have a Sony xperia Z5 compact and the problem I describe below is happening since the Update to Android 6.

Whenever I haven't made a phone call for several hours and I receive/make a phone call, the call gets somehow blocked/cancelled. When I or the person calling tries it for the second time, everything works normal again. However, sometimes the phone even crashes and restarting takes up to 3 minutes.

Every time the phone call gets cancelled, a Sub System Incident is displayed in the Diagnostics tool. However, I do not know how to get more information about these.

I already went four times to a shop of my provider and twice, they sent in the device for repair. Each time they replaced the display (why I do not know) but the error is still happening.

Does anyone encountered the same problems or does anyone know how to solve that problem? I really like the phone but the problem is so annoying..

Thank you for your help.

Re: Calls get cancelled

MarlonUk1 — Thu, 17 Nov 2016 11:51:38 GMT

since the device has already undergone repairs and replacement, I'm not sure how other suggestion could be helpful.

have you tried software repair using Xperia Companion??

or try to make a call while you are on safe mode,, observe if it still occurs

Re: Calls get cancelled

Jonas — Thu, 17 Nov 2016 13:02:58 GMT

Hi @cesctevez, I'm really sorry to hear about that.

Has the SIM card even been switched out for a new one or are you still using the same one? If you haven't switched it out for a new one I would recommend doing that, or if you can borrow a SIM card from a colleague, friend or a family member.

If you have switched the SIM card out for a new one I would suggest that you try and change the preferred network type in your phone to Only GSM to see if a network problem is the cause of this behaviour. Go to Settings > More > Mobile networks > Preferred network type > Only GSM. This will make your phone only use the 2G/GSM network so your mobile data will be slow.

As @nolramlb suggested does this happen when the phone is rebooted in safe mode?

The Facts category provides information on incidents of different types as well as some additional information such as when it ocurred. I'm afraid it doesn't provide more specific information than this though.

Please keep me updated!

Re: Calls get cancelled

cesctevez — Thu, 17 Nov 2016 13:19:45 GMT

Thank you @Jonas and @nolraml for your answers.

The sim card has been replaced twice in the last 6 months, without any changes. I haven't checked whether the error occurs with the save mode or with GSM. However, since it's just happening when I use the phone function for the first time in some hours, I can't try it out all the time. Also when I restart the phone, it works for the first couple of hours. So if i reboot it in the safe mode, I assume that I have to wait at least 5 hours to check whether it's working or not. But I'll try and keep you posted

The Sony Helpline told me to send in the phone once more, which I, to be honest, don't want to the for the third time..

Re: Calls get cancelled

Jonas — Thu, 17 Nov 2016 14:29:20 GMT

Thanks for getting back to us with information regarding the SIM card.

Keep us updated with the behaviour in safe mode and we'll do our best to assist you!