This Help article covers solutions to issues with voice and video calls, as well as how to resolve issues with calls, such as your phone not ringing and not receiving incoming call notifications.
Note: The settings displayed may differ depending on your device.
Topics covered
- Voice or video calls cannot be made/Calls end unexpectedly
- Phone doesn't ring properly/Not receiving incoming call notifications
- An unstable network connection error appears/Calls are cut off
- (Android users) Video not shown during video calls
- (Android users) Issues occurring when using external devices
- Troubleshooting tips if the issue cannot be resolved
Voice or video calls cannot be made/Calls end unexpectedly:
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.
On your main device (typically your smartphone)
• Try the solutions in General solutions for issues with LINE (e.g. not starting or crashing).
• Turn your speaker and mic off and on.
• From the LINE app, tap the Home tab > 
> Calls, then turn on Allow voice calls.
On your sub device (typically your tablet)
After doing the above, please also try the following steps.
iPhone/iPad 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 > .
2. Tap Calls > Advanced call setting.
3. Turn on Enable Full HD voice call (if this option is available).
4. Tap Audio call mode > Normal mode.
5. Turn on Use OpenSL.
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 are no issues with your settings but your phone doesn't ring, the issue may be caused by your device. Please contact your device manufacturer or mobile service provider for further assistance.
If there's no issue with your settings, but you're not receiving notifications, please use LINE with a stable network connection.
Another setting for iPhone users to check
Please try the step below if you're having issues such as:
• 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 > > Calls, then turn off Integrated calling.
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.
An unstable network connection error appears/Calls are cut off:
We've increased security for LINE voice and video calls to prevent eavesdropping, impersonation, or any other unauthorized use. For this reason, there may be cases when calls fail due to the condition of your network connection.
Even if your device shows no issues with your network connection, your connection may be unstable and repeatedly disconnecting and reconnecting. Check if you can make calls with a stable network connection or a different network connection (e.g. 4G, 5G, or Wi-Fi).
(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 >
>
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.
Troubleshooting tips if the issue cannot be resolved:
If the issue persists after you've tried everything above, please try the following troubleshooting tips:
•
Update the LINE app to the latest version.
• Update your OS to the latest version.
• Ensure that you have more than 2 GB of free space on your device.
• Delete any unnecessary apps and data on your device.
• Stop all apps running in the background.
• Restart LINE and your device.
• Check your device sound settings:
- Check if there are issues with your headphones or speakers.
- Try restoring the default settings on your headphones or speakers.
• Reinstall your sound drivers.
Let us know if we can make it better.
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