Voice/video call issues
If your smartphone is running Android 12 and you connect a Bluetooth device, you may experience issues such as:
• Being unable to hear friends in LINE calls.
• Being unable to make voice/video calls.
You may be able to resolve these issues by changing your Bluetooth permission settings. To do so, try following the steps below.
Note: The names in your settings and the order of these steps may differ depending on your device.
1. Go to your device's Settings > Apps.
2. Tap LINE > Permissions.
3. Tap Nearby devices > Allow.
If changing your Bluetooth permission settings doesn't resolve the issue, try the troubleshooting tips below.
• Pair the Bluetooth device with your device again.
• Turn your device's Bluetooth setting off and then back on several times.
• Turn off any other Bluetooth devices connected to your device.
• Recharge the battery on your Bluetooth device.
- We cannot guarantee that Bluetooth devices (e.g. smartphone accessories, earphones) will function normally, as this is dependent on the performance of your smartphone.
- If none of the troubleshooting tips above resolve the issue, please contact the manufacturer of your smartphone or Bluetooth device directly for further assistance.
If you're experiencing issues with voice/video calls, it may be because:
• You're using an older version of LINE.
• You've blocked the friend you're calling, or they've blocked you.
• LINE's settings for Allow voice calls are turned OFF.
• You haven't added the person you're calling as a friend, or they haven't added you.
Note: Voice/video calls cannot be made if only one of you has added the other as a friend.
• Your device doesn't meet the recommended system requirements.
• The friend you're trying to call isn't using LINE.
If you've confirmed everything above but are still experiencing issues, try the troubleshooting techniques below:
• Update to the latest version of the LINE app here.
• Restart your device.
This Help article is for Android users. For iOS users, see this Help article.
LINE voice and video calls are made over an internet connection, so make sure the connection you're using is stable.
If a call has no sound or is broken up, it may be because:
• You're connected to a Wi-Fi network being used by many people.
- We recommend using a 3G or 4G network.
- If you use a 3G or 4G network, you will be charged for the data used during calls.
• The signal is weak.
• You're updating apps or uploading/downloading files while on a call.
• Some router settings are affecting your connection.
If you've checked everything above but are still experiencing issues, try the following troubleshooting tips, and have your friend do the same.
• Update LINE to the latest version here.
• Restart your device.
• Close all running apps.
• Delete any unnecessary apps and data on your device.
• Try using a stronger network connection.
• Turn your 3G, 4G, or Wi-Fi OFF and ON again.
• Check if you can access the internet using other apps without any issues.
• Turn your speaker and mic OFF and ON.
• Try adjusting the volume on your device.
If you're unable to resolve the issue with the troubleshooting tips above, try each of the suggestions below in the following order.
• Uncheck Enable Full HD voice call (if this option is available).
• Tap Audio call mode > Normal mode.
• Uncheck Use OpenSL.
Notifications for incoming and outgoing voice and video calls may not appear correctly depending on the strength of your device's signal. Be sure to use a stable network connection.
You may also have issues if your notification settings are not configured correctly. For more information, see this Help article.
If video doesn't appear properly in a video call, follow the steps below after restarting your device and the LINE app.
- Have the person you're trying to call follow these steps as well.
- Depending on the device you're using, the Use device's video codec option may not appear.
1. Tap the Home tab > Settings > Calls.
2. Tap Advanced call setting.
3. Uncheck Use device's video codec.