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Troubleshooting calls in the Thy Phone app

There are a few common issues that can prevent calling from working. To troubleshoot, start by trying this:

On your PC:

Make sure Focus assist is turned off. To do this: right click the Action Center icon  on the taskbar, select Focus Assist, then Off.

Close the Thy Phone app and reopen it.

If none of above work, please reboot your PC.

On your phone device:

Turn Bluetooth off and on again. To do this on iPhone, swipe upward from the bottom of your screen to reveal the action panel, tap the Bluetooth icon to turn it off/on.

If calling still isn't working, continue on to additional troubleshooting below.

Your phone device and PC may have failed to automatically connect via Bluetooth. From your phone device, try to connect your devices manually by:

Go into the Bluetooth settings on your phone device, locate your PC name and tap on it to connect.

You should see notifications on both your phone device and Windows 10 PC if pairing is required. Tap or click on these toasts to confirm.

The connection process should now be complete, and you’ll be able to use the Calls feature.

If you’re still unable to use Calls, make sure the Thy Phone app on your PC is closed, then do the following:

On your phone device:

Open your device Settings.

Tap Bluetooth.

Make sure Bluetooth is turned On.

Next to the paired device that you'd like to change, tap Settings.

Select "Forget this device" or similar

On your PC:

Select Start  > Settings > Devices > Bluetooth & other devices.

Select your phone device from the list.

Select Remove device.

Confirm the removal.

If there's another entry for your phone device, make sure you unpair it, too, by following steps 2-4.  Make sure your phone device is not on the list.

Open the Thy Phone app and set up Calls again.

Some apps may be interfering with making calls. What does this mean?

This error is appearing because you may have paired your phone device to your PC with a third-party app, or your devices may be paired through a pre-installed app from your hardware manufacturer (like Dell Mobile Connect or Virtoo by LG). Some of these apps conflict with being able to make calls, so we recommend uninstalling them, then unpairing your phone device and pairing it again with Calls.

To uninstall apps, go to Windows Settings > Apps > Apps & features. Select the app you want, then Uninstall.

To unpair your phone device from your PC, go to your Windows Settings > Devices > Bluetooth & other devices > Other devices. Select your device from the list, then Remove device. Then, in the Thy Phone app, go to Settings and pair your devices again.

Why don't calls work after changing my phone device name?

Start by unpairing your phone device from your PC. Go to Start  > Settings > Devices > Bluetooth & other devices > Other devices). In your phone device settings (for iPhone under Settings > General > About), change the name to the one you want. Then, go back to your PC's Bluetooth settings and pair your phone again to establish the connection with your phone's updated name.

Why can't I use my Bluetooth headphone on my PC to get calls from the Thy Phone app?

The Thy Phone app does not currently support relaying a phone call from your phone device to a headset over Bluetooth.

Can I choose which SIM to use with calling if I have dual SIM capability on my phone device?

The Your Phone app doesn't support dual SIM options. Your call will be placed or received using your primary SIM.

I'm experiencing audio quality issues while making calls

There are a few things you can do to improve your audio connection while making calls:

If you're using a Bluetooth mouse or accessory and experiencing poor quality during a call, try temporarily disconnecting it to see if your audio quality improves.

If you're experiencing a bad echo, try using a wired headset to improve the experience.

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