LINE

Table of contents

- Troubleshooting tips we ask you to try

- Phone doesn't ring properly/Not receiving incoming call notifications

- (Android users) Video not shown during video calls

- (Android users) Issues occurring when using external devices

Troubleshooting tips we ask you to try
If you're experiencing issues with voice/video calls (e.g. being unable to start voice/video calls; calls ending unexpectedly), please try the following troubleshooting tips.

• Try the solutions in General solutions for issues with LINE.
• Turn your speaker and mic off and on.
• From the LINE app, tap the Home tab > Settings > Calls, then turn on Allow voice calls.

After doing the above, please also try the following steps.

iPhone users

1. Go to your device's Settings > Privacy & Security > Microphone.
2. Turn ON the setting for LINE.

Android users

1. From the LINE app, tap the Home tab > Settings.
2. Tap Calls > Advanced call setting.
3. Turn Enable Full HD voice call OFF (if this option is available).
4. Tap Audio call mode > Normal mode.
5. Turn Use OpenSL OFF.

After doing the above steps, check the following details corresponding to the issue you're having.

Phone doesn't ring properly/Not receiving incoming call notifications
For issues with ringtones and notifications, please check the settings for LINE ringtones and notifications.

If there's no issue with your settings, but your phone doesn't ring, it's possible the issue is being caused by your device. In this case, please contact your device manufacturer or mobile service provider.

If there's no issue with your settings, but you're not receiving notifications, please use LINE with a stable internet connection.

Another setting for iPhone users to check

Please try the step below if you're having issues such as:
• The incoming call screen not appearing on iOS 14 through iOS 16.
• Your calls ending when you press the iPhone power button.
• Your LINE call history being left in your iPhone's call history.

In these cases, from the LINE app, tap the Home tab > Settings > Calls, then turn Integrated calling OFF.
Note: Turn this setting back on after confirming that incoming call notifications appear when it's turned off.

If the issue persists after trying the above step, it's possible it is being caused by iOS or CallKit.
Note: CallKit is a feature that integrates the iPhone call app and some of the LINE app's call features.

Please try updating iOS to the latest version when it becomes available.

(Android users) Video not shown during video calls
To solve issues occurring with video in video calls, please try the following steps.
Note:
- 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.

(Android users) Issues occurring when using external devices
It's possible that issues occurring when using external devices (e.g. Bluetooth, smartphone accessories, earphones) can be resolved by changing the permissions for the Bluetooth setting.

To change your permissions:
1. Go to your device's Settings > Apps.
2. Tap LINE > Permissions.
3. Tap Nearby devices > Allow.

If the above method doesn't resolve the issue, please try the following methods.

• Pair the Bluetooth device with your device again.
• Turn your device's Bluetooth setting off and on several times.
• Turn off any other Bluetooth devices connected to your device.
• Recharge the battery on your Bluetooth device.

If the above methods don't resolve the issue, it's being caused by how your device itself performs. In this case, please contact your device's manufacturer.