topic Re: Cannot answer a call using Xperia Z3 Dual, line 1 in Z Series

Can't answer call by swiping green button

Foster24 — Mon, 10 Oct 2016 09:02:01 GMT

Hi.

After 6.0.1 update I can't answer call in most occurences. I swap green button, green/red buttons dissappears and phone still ringing. At this time I can't do anything. I only have to wait to stop ringing. Then I have missing call. When I call back, everything is ok.

How to fix it?

Thank you.

Re: Can't answer call by swiping green button

Christofer — Mon, 10 Oct 2016 12:11:36 GMT

Hi @Foster24,

I'm sorry to hear this.

First thing I'd suggest is to test if you experience the same thing in safe mode. If it doesn't happen in safe mode it indicates that this is caused by one of your downloaded applications. You may then have to uninstall your downloaded apps one by one in order to find the one is causing this if it comes to that.

Please let me know whether or not this helped after you've been able to test it.

Re: Can't answer call by swiping green button

Foster24 — Mon, 10 Oct 2016 12:22:47 GMT

Hi.

I've tried it in safe mode, and it's without any changes.

Martin

Re: Can't answer call by swiping green button

Christofer — Mon, 10 Oct 2016 12:30:12 GMT

In that case I would have to suggest a software repair using Xperia Companion. After completing the software repair I recommend that you check if this behaviour remains before restoring a backup, if possible.

If this remains even after a software repair then your next step would be to get your device examined at an authorised service center. Your Local support team can help you proceed with this if you contact them.

Z3 D6633

bedo_z3 — Mon, 10 Oct 2016 19:47:38 GMT

Dears ,

I have sony Z3 D6633 version 6.0.1 build 32.5.A.1.291 kernel version 3.4.0Perf-gc14c2dd5 Tue Jun28

i have strange problem when mobile ring i see drag right to answer and i drag so the ring sound stopped but unfortunately phone not answer the call then i press power button screen black i repress power again i found same screen as I’m not answering i drag same issue call not answered until i missed the call .

don't lough but this happened only night and one to two times daily i do factory reset several times and reinstall software two times same issue ? any advice ,

by the way touch working fin and if i had opened any applications so notification appears in the top i can answer normally .

Re: Can't answer call by swiping green button

alcho75 — Tue, 11 Oct 2016 19:27:17 GMT

I also have exactly the same problem. Please help!

Re: Can't answer call by swiping green button

wwwgompl — Tue, 11 Oct 2016 19:42:52 GMT

When I bought my D6633, with android 4.4, I was happy for the time I found out that during the conversation suddenly disappears signal both networks.
I asked for help - 2 years Sony is still looking for solutions ...
When a few months later updated to version 5, the problem has not gone away, but there is a new - when dialing from the address book, I had to do it twice because the first time the phone is not picked number.
Now updated to version 6
Previous problems remained - no change. But now I have a third problem
At the time when someone calls, disappearing green and red handset - and I can not answer the call ....
SONY Super progress ...

Re: Can't answer call by swiping green button

Christofer — Wed, 12 Oct 2016 10:32:36 GMT

Would it be possible for anyone of you to capture a bug report and send it to me? I can then forward this internally for investigation.

To do this:

Go to Settings > About phone > Build number, tap 7 times on the build number.
Go back and select Developer options then turn on "USB debugging".
Select Logger buffer size and change it to "4 M"
Restart your phone, receive a call and try to answer
Go back to Settings > Developer options, select "Take bug report".

When the report is ready you will receive a notification. Tap the notification to share it. I suggest you upload it to Google Drive and then choose to share a public link to the upload and include the link in the PM.

Answering calls issue - android 6.0

aas1 — Mon, 24 Oct 2016 11:30:34 GMT

After update to marshmallow there is a problem with answering calls. I can drag "phone icon" to the right but nothing happens, the same situation with rejecting phone call. (estimated frequency - 1 per 10 calls)

I haven't seen issue like that before (when I was using lollipop).

My Xperia z3 was in support site for rear panel replacement and I reported this problem to them. I received my mobile week ago with new back cover and fresh operating system. Unfortunately I can't still answer or reject some calls.

Does anybody know how to solve this problem?

Re: Answering calls issue - android 6.0

aas1 — Mon, 24 Oct 2016 11:35:21 GMT

Oh, I forgot to mention that it's Xperia z3 dual and it doesn't matter which SIM card is calling...

Re: Answering calls issue - android 6.0

Didrik — Mon, 24 Oct 2016 12:02:14 GMT

Hi @aas1,

I'm very sorry to hear that.

Are you able to recreate what you are experiencing with your device rebooted to safe mode?

Does this always happen while receiving calls from the same contacts or is it completely random? Have you experienced that specific part of the display not working properly lately? I'd recommend testing the display in Diagnostics, which is found under Settings > About phone > Diagnostics > Test > Display. Are you able to clear the entire surface?

Re: Can't answer call by swiping green button

aas1 — Mon, 24 Oct 2016 15:39:08 GMT

It's completely random, doesn't matter who is calling.
I will try with safe mode few times and I will let you know.

My touchscreen and display are OK. They passed the test.

Cannot answer a call using Xperia Z3 Dual, line 1

Sari — Wed, 26 Oct 2016 20:19:39 GMT

Good evening everybody. Hope all are fine.
I'm facing a problem using my Xperia Z3 Dual. I'm using a sim card as a primary number where i mostly make, receive calls, messages... Etc.
Some times i receive a call or more to the other sim card. Here, i cannot answer the call neither rejecting it! So i wait until i miss the call, then i re dial the number..

I tried to factory reset my mobile, but this does not fix, now I tried to open settings>apps>phone and cleared the data. Now the problem is fixed. But i don't know if this is the solution for this issue.

What do you think?

Re: Cannot answer a call using Xperia Z3 Dual, line 1

MarlonUk1 — Thu, 27 Oct 2016 03:33:53 GMT

that would usually clear some problems, so that was the right call to do, try to observe your phone for a few days to see if the problem comes back.

try to boot in to safe mode to see if the problem still persisted

software repair using Xperia Companion if it occurs on safe mode

Re: Cannot answer a call using Xperia Z3 Dual, line 1

Emir1 — Thu, 27 Oct 2016 06:50:57 GMT

Hi @Sari,

I agree with the suggestions posted by @nolramlb, so please try that. In addition, could you try swapping the SIM slots, so that your current SIM 2 is in the SIM 1 slot to see if the same occurs?

Let me know how it went!

Re: Cannot answer a call using Xperia Z3 Dual, line 1

Sari — Thu, 27 Oct 2016 18:58:29 GMT

Thank you for your kind responses...
I rebooted the phone in safe mode, the problem still exists... I tried to repair the device using companion, i received an error when trying to install sony mobile engine

Re: Cannot answer a call using Xperia Z3 Dual, line 1

Emir1 — Fri, 28 Oct 2016 06:16:54 GMT

What did the error read @Sari? Also, was the error message presented while installing Xperia Companion or while actually repairing the software?

Let me know some more details and I'll gladly assist you!

Re: Cannot answer a call using Xperia Z3 Dual, line 1

Sari — Fri, 28 Oct 2016 07:29:55 GMT

@Emir
Thank you for your kind response...
The error appeared when installing mobile engine to the pc, preventing the completion of the installation...

A friend of mine suggested to remove the sd card and see if the problem exists, i did that yesterday. Now it is working fine. Does this problem related to the sd card? Any one knows?

Re: Cannot answer a call using Xperia Z3 Dual, line 1

Emir1 — Fri, 28 Oct 2016 08:00:03 GMT

That sounds strange, but the SD card could be the cause.

Does the behaviour return if you insert the SD card again? If it does, can you try to see if the same occurs with a different SD card as well (I'm thinking your current SD card could be corrupted)?

Re: Cannot answer a call using Xperia Z3 Dual, line 1

Sari — Fri, 28 Oct 2016 09:11:31 GMT

Yes it is strange.. .
The mobile is also more fast, and consumes less power!
Now I'm running the mobile without the sd card. I'll check more if the problem exists, then I'll insert the card and check if the problem still exists or not