topic Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account in XPERIA archive

Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

bocastephen2 — Thu, 17 Dec 2015 16:34:28 GMT

I configured the native SIP dialer for a trip I took abroad, but now that I'm home I removed that SIP account and changed the dialer option to use SIP for SIP calls (not all calls).

When I try to dial any number, whether from the dial pad or the history log, or even from a link, I get a menu pop-up at asks me "Call Using" and shows me that old SIP account long removed, or my SIM card number, and then I need to tap the SIM card to make the call.

Somehow, Android seems to think that SIP account is still there, but even clearing the dialer cache, rebooting, toggling SIP options, etc., won't get rid of this annoying menu option. How can I turn this off? I've removed any SIP dialers including Google Hangouts. I definately do not want to reset the phone and start over, so I hope there is an easy fix for this?

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

bocastephen2 — Fri, 18 Dec 2015 22:28:41 GMT

Can someone from Sony step in and help here? I have an open case with Singapore support via email but they are not responding. I have 3 different Phone apps in my settings-apps-all menu, I've cleared cache and data for all of them, no change. I've re-added the SIP account and removed it again, still no change.

I would like to wipe my system cache, but I can't seem to boot the phone into that menu option - is this no longer available?

Is there a configuration file somewhere I can access by USB connection to a computer that I can edit or delete?

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

Uliwooly — Sun, 20 Dec 2015 02:00:33 GMT

Contact Sony directly >>> Local support

@bocastephen2

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

bocastephen2 — Sun, 20 Dec 2015 04:07:54 GMT

I already opened a case with local support, but they are not replying

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

Uliwooly — Sun, 20 Dec 2015 07:53:16 GMT

@bocastephen2

Probably bc its the weekend, also, have you called them or email them?

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

bocastephen2 — Sun, 20 Dec 2015 07:55:53 GMT

yes I emailed them twice, no response through email, no reply here in the forum but they are replying to other posts. I will call Singapore tomorrow and try and get someone on the phone

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

Uliwooly — Sun, 20 Dec 2015 09:06:00 GMT

@bocastephen2

The idea of the forum is for us, users. to help each other, but yeah you should call them as I can imagine the load of Emails they get.

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

bocastephen2 — Mon, 21 Dec 2015 04:19:55 GMT

I spoke with support in Singapore...ultimately, after some very basic troubleshooting, the only advise was backup, factory reset and restore - but unlike Apple products, I need to reinstall all the apps from scratch, most of the app data/settings won't be recovered (Google backup doesn't really work)...and I am not sure if the built-in backup/restore app does anything either - the support tech told me not to use it, but to use Bridge, but Bridge doesn't back up apps so it would take hours to get the phone back to where it is now.

So I was hoping an Android expert, or someone more senior from Sony could provide more suggestions here - for example, why are the app default buttons for the Phone apps greyed out so I can't reset their default settings (I ended up resetting all app defaults per support which didn't help), and why do I have 3 different apps called Phone? Is one of those apps the problem?

I would imagine there must be a configuration file somewhere on the phone that stores things like SIP account data or Phone app preferences - if I knew what that file was and where it was stored, then I could either edit or delete it and perhaps solve the problem.

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

Rickard — Mon, 21 Dec 2015 08:04:29 GMT

Have you tried to add the account again and then remove it?

I will try to find information on which app that holds this data but depending on which app it is, it may not be possible to clear data for it as this can't be done for certain system apps.

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

bocastephen2 — Mon, 21 Dec 2015 08:07:31 GMT

Yes I added and removed the SIP account again and any SIP apps including Hangouts dialer.

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

Rickard — Mon, 21 Dec 2015 08:14:07 GMT

I've forwarded this internally for more information to see if there's any way to remove this without a reset of the entire phone.

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

bocastephen2 — Wed, 23 Dec 2015 05:41:24 GMT

Just checking if any feedback from support?

Another data point...sometimes when tapping a number to call, the dialer will flash as if it doesn't know what to do, then I need to tap the number again or input it manually, after which the "call using" menu comes up.

I am hopeful the upcoming Android 6 update will somehow reset this problem, but that's a month away and if it doesn't, then I'm back to same problem. I would think there is a config file somewhere had has this old SIP account stuck on it, and I just need to be told where it is, how to access it, and what to edit, and I can fix the problem.

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

Rickard — Wed, 23 Dec 2015 07:18:50 GMT

I don't have any new information yet i'm afraid. I will let you know as soon as i hear anything.

Another user here also mentioned that you sometimes need to tap twice on a number. This has also been forwarded.

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

bocastephen2 — Mon, 28 Dec 2015 18:15:18 GMT

Checking in to see if there is any update on this? Although the double tap or repeat tap issue with the dialer may be a deeper problem, I am still of the opinion that there is a config file or entry somewhere on the phone that should be editable to stop the
"Call Using" menu behavior. I can't imagine it's that difficult for a developer to find or know the file system where SIP accounts are stored.

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

Rickard — Tue, 05 Jan 2016 14:59:40 GMT

I just received information that currently, the only suggestion we have is to perform a master reset of the phone. This has been forwarded to our developers and we are greatful for you reporting this.

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

bocastephen2 — Wed, 06 Jan 2016 17:12:25 GMT

I really don't want to do a reset....there is no easy or consistent way of backing up my app data and it will take hours to put the phone back to where it was.

What I would like to try at this point is a wipe of the phone's cache, but I can't find the key combination to start the phone into the Android maintenance menu so I can do a cache wipe...otherwise I will just wait for the release of 6.x and hope that will clear it out.

Re: Z5 Premium - Problem with Dialer After Adding/Removing SIP Account

Rickard — Thu, 07 Jan 2016 07:38:42 GMT

I'm sorry i don't have any other solution for you.

The phone doesn't have any recovery mode but you can try to clear the cache from Settings -> Storage -> Cached data -> OK.