Keep rebooting during call

diu467diu467 Level 1
edited November 25 in ROG Phone 6

Please tell us some basic information before asking for help:

  1. Model Name:
  2. Firmware Version:
  3. Rooted or not:
  4. Frequency of Occurrence:
  5. APP Name & APP Version (If your issue relates to the app):

In addition to information above, please also provide as much details as you can, e.g., using scenario, what troubleshooting you've already done, screenshot, etc.

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Hi, so it's been a week since I got my Rog phone 6. There is a major problem with my phone, it reboots everytime I'm making or receiving calls. Rest of the time, it is completely normal. I'm not sure if it's a software issue or hardware problem. Factory reset didn't do anything. The time of reboot is random, sometimes when making the call, sometimes when someone is calling, sometimes in the middle of the call. The longest conversation I had was about 3 minutes. Most of the time the phone reboots around a minute during a call.

Comments

  • One week and you haven't sent it back!!!! this is the current deadline for a refund or an exchange, too bad.

    You do not specify after the factory reset, did you reinstall one or more applications? before making a call and having a reboot.

    Does this happen with a connected device? headset or earphone, or phone only (ROG microphone and speaker)

    Specify the firmware version, it is essential

    This can be due to the firmware, a third-party application or a bad internal contact, as many cases as solutions, of course for a rog 6 I will tend to favor the hardware failure.

    Make calls in safe mode, it's the only reliable way to diagnose

  • diu467diu467 Level 1

    I'm not sure which one is the firmware version. I did the reset and try calling before installing other apps, but it still happens. I don't make calls often. It most noticeable while connected to the car's Bluetooth, the reboot occurs very fast. Speakers and Bluetooth earphones can make the call go for about 10 minutes before rebooting.

  • The firmware is the Build Number, so the latest update (.197)

    Ok, so like with Android Auto in BT or USB and other random cases at 4G/5G change.

    It's been doing this from the first firmware to the latest, Chinese ZenTalk users have sent logs to R&D, it's been several months so hope you are patient.

    Frankly, in all fairness, this ROG 6 is worse the ROG 5, one that works seems like a miracle, find a solution to get rid of it

  • Hello @diu467

    Sending the information to R&D so they can take a look at it.

  • jeanriverajeanrivera Level 1
    edited October 21

    it safe to assume this problem and mine is the same & same carries AT&T and same problem this random reboots during call, and even some times not in calls at all


    ROG Phone 6 on AT&T DUO Video calls and network disconnecting — ZenTalk (asus.com)

  • Hello @diu467!

    I got a reply from the R&D team and they are asking if you could provide us with a log from your device :)

    To do that just follow the upcoming steps and let me know when you are done so I can send you a message to send the log.

    Please follow the below steps to enable the built-in log tool (Bug reporter).

    1. Open “Calculator APP”

    2. Enter “.19595+=”

    3. Select the Log type according to the type of issue you want to capture. “General cases” will work for most issues.

    4. After your selection the log tool will exit so you can duplicate the issue or wait for it to happen. Try to use the screen recorder to show your issue when possible. If you can't screen record your issue, then please take a screenshot right after the issue has occurred (as a timestamp) so we know where to look in the log.

    5. Navigate back to the log tool via calculator and Tap "FINISH AND SHARE".

    6. It takes several minutes for the log to generate. You can exit and do other stuff in the meantime. A silent notification will tell you once the process is done. Tap the notification and then the share button to upload the file to Google Drive and share the link with a moderator. Just make sure to change the permission first so that everyone with the link has permission to view it.

    Note: When you're no longer planning on logging your device, enter “.09595+=” in the calculator and the log tool will stop as well as deleting all stored log files. Make sure to share via calculator. The files found in internal storage -> asus_log are not the correct files (they are only 1.2kb)

  • Hi all I am having the same issue

  • @diu467 I have a theory and honestly I don't like it.

    But here we go:

    turn off BT and wifi, try again calling again. If it works normally, then I'll cry.

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