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A Samsung video call can fail because the calling method is unsupported, an app lacks camera or microphone access, or the phone has a network or audio problem. First identify whether you’re using the Phone app’s carrier video-call feature or Google Meet (or another calling app): the two methods have different compatibility and setup requirements, so the right fix depends on where the call fails.
First, identify which kind of video call is failing
Samsung phones can support carrier video calling through the Phone app and app-based calls through services such as Google Meet. The available options and interface depend on the phone model, carrier, region, and software version. Samsung describes both methods in its Galaxy video-calling guidance.
- Carrier video call: Started from the Phone app and dependent on carrier support. The person receiving the call may also need a compatible device and carrier service.
- App-based call: Made through Google Meet or another calling app. Both participants need access to the app, and it may need permission to use the camera and microphone.
Try the other method if it is available to both people. If Meet works but the Phone app’s video-call option does not, that points toward carrier-feature compatibility rather than a general camera failure.
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Carrier video calling is not universal. Samsung notes that availability depends on the carrier and that the receiving phone may not support the feature. An error such as “Can’t receive video calls right now. Switching to video call…” can indicate that the other person’s phone cannot receive carrier video calls.
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- Check whether the video-call option appears in the Phone app and whether your carrier supports it on your account and device.
- Ask the recipient to check whether their carrier and phone support carrier video calls.
- If either side lacks support, try Google Meet or another app that both people can use.
- If ordinary calls also disconnect or the phone has no signal, follow the network checks below; if the issue is limited to carrier video calling, contact your carrier to confirm feature availability.
If Google Meet or another calling app won’t work
For Google Meet, check that the app is set up and has permission to use the camera and microphone. Samsung says sign-in may be required, and Meet’s availability and integration can vary by Galaxy device configuration. See Samsung’s instructions for using Google Meet on a Galaxy phone or tablet.
- Open Meet and complete any sign-in prompt.
- When prompted, allow camera and microphone access. If you previously denied access, check the app’s permissions in your device settings; exact menu names can vary by software version.
- Try a different app-based call, if available. If one app fails while another works, focus on the affected app’s setup rather than assuming the phone’s carrier video-call feature is at fault.
Samsung’s Video call effects guidance describes effects supported in apps including Meet. Effects are an optional feature; they are not a substitute for the app’s required camera and microphone access.
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If calls disconnect or there is no network signal
Network trouble can affect calls that rely on the connection. Samsung recommends checking the phone’s software, Airplane mode, mobile-network settings, and APN configuration when calls disconnect or the device has no signal. Its network troubleshooting steps note that menu names and layouts vary by model and software version.
- Check that Airplane mode is off and that the phone has a network connection.
- Check for and install available software updates.
- If mobile-network trouble persists, review the mobile-network and APN checks in Samsung’s guide. Menu paths differ across devices and software versions.
- Use network or APN reset options only when simpler checks have not resolved persistent mobile-network trouble. These resets can change network configuration, so follow the instructions for your device.
If the phone continues to lose mobile service or calls fail across methods, contact your carrier about coverage, account service, and network settings before treating the problem as a video-call hardware fault.
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If the call connects but the other person cannot hear you
A connected call with failed outgoing audio is a microphone problem, not the same as a call that cannot start. Samsung’s microphone troubleshooting guidance distinguishes occasional or location-specific failures from problems that happen every time.
- If the problem is occasional or happens in one place, retry the call or move to another location.
- Restart both phones and try again.
- Check that the microphone opening is not blocked. Remove a recently added accessory and test again.
- Consider whether another app may be interfering with microphone use.
- If the problem began after a drop or liquid exposure, Samsung recommends having the phone inspected.
If incoming call sound is low or absent
If you can’t hear the other caller, check the in-call volume, make sure the receiver is not obstructed, and check whether the phone’s Mute all sounds setting is enabled. Restart the phone and test again. Samsung also suggests turning off Wi-Fi Calling as a diagnostic where it is available; availability depends on the carrier and device. These are general call-audio checks, not fixes specific to video calls. See Samsung’s low or no sound during calls guidance.
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Choose the next step based on what failed
| What happens | Most relevant check | Where to go next |
|---|---|---|
| Phone app reports the recipient cannot receive a video call | Carrier and recipient-device support | Try an app both people can use, or ask the carrier about carrier video calling. |
| Meet cannot access the camera or microphone | Sign-in and app permissions | Complete Meet setup and allow camera and microphone access. |
| Calls disconnect or there is no signal | Airplane mode, connection, software, and mobile-network settings | Follow Samsung’s network checks; contact the carrier if mobile-service trouble persists. |
| The call connects but outgoing audio fails | Microphone obstruction, location, accessories, and app interference | Try Samsung’s microphone checks; seek inspection after impact or liquid exposure. |
| Incoming call sound is low or absent | In-call volume, receiver obstruction, mute settings, and Wi-Fi Calling | Use Samsung’s call-audio checks. |
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