Troubleshooting


Common problems and solutions



boldbeast


Android Call Recording Problem List:



[001] All calls are not recorded, why?

There are 7 possible reasons:

  1. There is another recorder working in your phone that blocks Boldbeast. Android allows only one recorder working, so you MUST remove ALL other recorders at first, otherwise Boldbeast will surely fail to record calls.
  2. You are using a "voice assistant" app, the app is occupying the microphone, it's continuously picking up sound from the microphone to recognize your "voice command", and this blocks Boldbeast working. Please disable the voice assistant app.
    • The "OK Google" app is the most popular voice assistant in Android phones, please disable the following option in your phone:
      • In some phones, disable the "Settings > Google > Search > Voice > OK Google detection > From any screen" option.
      • In some phones, disable the "Settings > Google > Search > Voice > OK Google detection > Say Ok Google any time" option.
      • In some phones, disable the "Settings > Google > Search > Voice > Voice Match > Say Ok Google any time" option.
      • In some phones, disable the "Settings > Google > Search > Voice > Voice Match > Unlock with Voice Match" option.
    • If you are using a Samsung phone please check the "Bixby" app also, it's Samsung's own voice assistant, you should disable it.
    • If you are using a Moto phone please check the "Moto Voice" app also, it's Motorola's own voice assistant, you should disable it.
    • If you are using a Huawei phone please check the "HiVoice" app also, it's Huawei's own voice assistant, you should disable it.
      • In some Huawei phones, disable the "HiVoice" app this way:
        • Open the "Settings > Apps > HiVoice" screen, confirm the package name is "com.huawei.vassistant".
        • Click "Force Stop".
      • In some Huawei phones, disable the "Dialler > Settings > Quick Calling" option.
      • In some Huawei phones, disable the "Contacts > Settings > Fast Calling" option.
      • In some Huawei phones, disable the "Settings > Smart Assistance > Voice Control" option.
      • In some Huawei phones, disable the "Settings > Apps > System Apps > Voice Dialer" option.
      • In some Huawei phones, maybe it's in a different location, read your user manual if needed.
    • For other phones it's possible the manufacturer has it's own voice assistant in the phone, please check it, don't let it block Boldbeast working.
  3. You revoked permissions needed by Boldbeast, this made the app crashing or working abnormally. Please don't do so.
  4. If you "Force Stop" Boldbeast in the built-in "Settings > Apps" screen, this tells Android that "I don't want Boldbeast to run", thereafter Android will no longer allow Boldbeast running, all your calls will no longer be recorded. Next time when you manually open Boldbeast Android knows you want it to run again, thereafter Android will allow Boldbeast running, all your calls will be recorded again. For this reason please don't "Force Stop" Boldbeast.
  5. You are using wrong settings in Boldbeast to record calls. Please click "Set Default Settings" in Boldbeast and test again.
  6. If you didn't enable the "Auto Record Calls" feature, during a call you should click the in-call button to manually start recording otherwise the call will not be recorded.
  7. If you enabled the "Auto Record Calls" feature, please confirm you have set the "Call Settings > Auto Record Calls > Rule to Auto Record Calls" option in Boldbeast correctly.


[002] Some calls are recorded but some calls are not, it seems randomly, why?

Android 6.0 and later versions have a feature named Battery Optimization, to save battery Android will put an app into the deactivated state if the app is not used for a long time.

If a call recorder is put into the deactivated state:

This is the reason why "it seems randomly". Please change Battery Optimization related settings in your phone to fix this problem. The location of settings may be different from phone to phone, for example:


Important

Even if you have changed settings above, you still need to notice following situations:

  1. Some phones have a built-in app named "System Cleaner" or something similar, when it does the cleaning task it kills apps by its policy. If Boldbeast is killed your calls will not be recorded. In this case please add Boldbeast into its "White List", so that it will no longer kill Boldbeast.
  2. Some phones can enable a "Ultra Power Saving Mode" or something similar, with this mode enabled only several apps are allowed to work. For example,
    • In Samsung Galaxy S7 when you enable Ultra Power Saving Mode only following apps can work:
      • Phone
      • Messages
      • Internet
      • Calendar
      • Email (built-in Email app)
      • Facebook
      • Twitter
      • WhatsApp
    • The file "/system/csc/allowed_apps_upsm.xml" in the ROM defines the list of apps above. The list is different from phone to phone, different from market area to market area.
    • All other apps out of the list don't work, include Boldbeast. So if you enable Ultra Power Saving Mode your calls will not be recorded, unless you add Boldbeast into the list.
    • If you root your phone you can change the file "/system/csc/allowed_apps_upsm.xml" to add new apps into the list or remove apps from the list yourself. Search by google to know how to change the file. If you don't root the phone you can't change the file.
  3. Some phones have a built-in feature named "Adaptive Battery" or something similar. Please confirm it's not restricting Boldbeast to do its jobs.
  4. Some phones kill apps aggressively. To avoid Boldbeast being killed,
    • In some phones, please click the box icon on the bottom-right to show the "Recent Apps" screen, scroll to locate Boldbeast in it, click the upper-right three-dot icon, click Lock to lock Boldbeast. Thereafter Boldbeast will no longer be killed.
    • In some phones, please click the box icon on the bottom-right to show the "Recent Apps" screen, scroll to locate Boldbeast in it, click the upper-right lock icon to lock Boldbeast. Thereafter Boldbeast will no longer be killed.
    • In some Xiaomi phones, click the box icon on the bottom-right to show the "Recent Apps" screen, scroll to locate Boldbeast in it, click the Boldbeast screen and hold it for 2 seconds, then click the gear icon, switch battery saver to "No Restrictions" and switch auto start to "On". Thereafter Boldbeast will no longer be killed.
    • In some Huawei phones, open the built-in "Settings > Battery > App Launch" screen, change Boldbeast to "Manage manually", and enable all 3 options on the screen. Thereafter Boldbeast will no longer be killed.
  5. Some third-party apps are very powerful that can prevent other apps working, such as XX Greenify, XX App Manager, XX Task Manager, XX Battery Optimizer, XX Privacy Guard, XX Clean Master etc. These apps prevent Boldbeast working, as a result some of your calls will not be recorded. Please don't allow them block Boldbeast doing it's job, usually you need to add Boldbeast into their "White List".
  6. Only normal calls can be recorded, wifi calls can't be recorded no matter what recorder you are using, so if your phone supports the wifi call feature please disable it.


[003] In all recorded calls my voice is good but the caller's voice is weak, why?

It's possible you are using wrong settings in Boldbeast. Please click "Set Default Settings" and test again. If the problem is still there, this indicates the manufacturer limited the call recording feature of your phone. In this case please:



[004] In some recorded calls my voice is good but the caller's voice is weak, however in some recorded calls both voice are perfect, it seems randomly, why?



[005] I made a call to my friend, the first several seconds were not recorded, why?

You set the "Call Settings > Outgoing Calls > Auto Detect Max Time (Seconds)" option too big. Please change it to a smaller number (for example change it to 3 seconds) to solve the problem, but at first you should check if your phone has the problem or not described in [004] above.



[006] Without bluetooth calls are recorded very well, however with bluetooth my own voice or the caller's voice is very weak in recorded calls, why?

There is a bug in the ROM of your phone related to bluetooth recording, no matter what recorder in the market you are using the problem is always there.

Boldbeast can fix the problem for most phones. Please root your phone, enable the "Call Settings > Fix Recording Issues > Change Audio Control" option in Boldbeast, then you'll record calls perfectly in two directions via bluetooth. The option is visible only after you root the phone.



[007] After 2019-03-09 telephone numbers can no longer be obtained and calls were saved as "Unknown", why?

After 2019-03-09 all recorders in Google Play are forbidden from asking for the following 2 permissions:

Boldbeast had to remove these 2 permissions from the app published in Google Play, just as all other recorders did. As a result,

Because of this New Google Play Rule, all recorders in Google Play suffer the same pain with no exception.

However, the app published in our official website keeps these 2 permissions unchanged, so it can obtain telephone numbers and will be notified by the system when phone call states change. Call recordings will be saved with telephone numbers, contact names and call directions correctly just as before.



[008] I can't open the app, or when I open the app the screen is blank, or it displays "the app is not installed properly." why?

Google Play asked developers to use the new AAB format instead of the traditional APK format to publish apps. When you install an app Google Play will send to your phone files that are dynamically generated according to your phone specification, therefore the files received are smaller, and they are different from phone to phone.

Boldbeast V12.7 and newer versions published in Google Play used the new AAB format. So far it works good. However in a few phones Boldbeast crashes when you open it. This is because:

In this case please install the app from our official website, the problem will be fixed at once. Boldbeast published in our website used the traditional APK format, so it doesn't have this problem.



[009] When I played back my call recordings they were totally silent, why?

Your phone is running Android 10 or a newer version, in which Google added a new limit, and this makes all your recordings silent.

Boldbeast can successfully bypass the limit. Please confirm you are using the latest version of the app, and:

Now your recordings will no longer be silent. Please remember you must do both things above, otherwise your recordings will be totally silent on Android 10 and newer versions. Also please read the following NOTE 1 and 2.


NOTE 1

Some phones especially block users to use settings above to record calls. As a result the recorder can't save recordings, or can save recordings but they are still totally silent. In this case please:


NOTE 2

After doing all things above, if

This indicates the manufacturer (not Google) had added more limits in your phone. In this case you should



[101] How to change the folder in which I save my recordings?



[102] I changed my phone, how to copy recorded files from the old phone to the new phone?

In your old phone if you have set Boldbeast backing up recorded files to your cloud drive (Google Drive, Dropbox etc), please:

In your old phone if you have not set Boldbeast backing up recorded files to your cloud drive, please:



[103] Boldbeast displays a message that said "the chosen folder is too slow", why?

Please update Boldbeast to the latest version to fix it.



[104] I connected the phone to my computer by an USB cable, in the computer I can see the phone but I can't see the folder in which recorded files are saved, why?

This problem is related to the ROM of your phone and the software driver in your computer.



[161] What is "root a phone"?

This means geting superuser privileges of your phone to access some resources limited by the system.



[162] Do I need to root my phone? How to root my phone?

There are more than 10000 Android phones in the market. Some of them don't need root, Boldbeast works great, just install the app and go. However some of them have recording problems (for example the caller's voice is very weak in recordings), and you'll find all recorders don't work well. In this case you should root the phone then Boldbeast can fix it perfectly. Boldbeast can fix almost all Android phones with root, making recordings crystal clear in both sides. The root approach is different from phone to phone, please google "Root AAAA" to know how to root your phone. Here AAAA is your phone model, for example google "Root Galaxy S10".



[163] I have rooted my phone and other apps can get root access successfully, but the app said "cannot get root access", why?

You are using an old version of the app. Please update Boldbeast in your phone to V14.1 or a newer version, then it works at once.



[201] What's the difference between the pro version and the free version?

The pro version has 2 more features than the free version:



[202] Previously I bought the license from Google Play, now I want to transfer the license to my new phone but I don't know my Google Play order number, how can I find it?

Please:

If for any reason it doesn't display your Google Play order number, you can also find it in your receipt Google sent to you. Searching "Boldbeast" in your Gmail can locate the receipt quickly.

If you have deleted the receipt from your Gmail, please:

Note: You don't have a Google Play order number if you bought the license out of Google Play (for example you bought it from our website with PayPal, Taobao, Avangate etc), so you don't need to care about this.



[999] More helps

Need more helps? Please click the "Call Settings > Fix Recording Issues > Ask New Parameters" item in Boldbeast to send log files to service@boldbeast.com and detail your problem to us, let us check them and help you.



Some Links

Android 11/10 Call Recording

Android 9 Pie Call Recording