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Google Phone App Latest Update: Dialer will not show up during call 3 Recommended Answers 0 Relevant Answers 164 Replies 413 Upvotes
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Latest update (December 7, 2019 update) broke the phone app, specifically I cannot use dialpad only while in a call. I confirm this issue is isolated to the latest update of this app, because when I factory reset the phone app the dialpad is able to appear again while in a call. 

To describe the issue in detail: During a call, the icon to toggle the dialpad is there, but tapping on it just highlights the dialpad icon and the actual dialpad never shows up. For example, this means I can't key in an extension or the passcode to access my voicemail while in the call. Other google phone users have reported the same experience under recent reviews for this app on the play store, presumably after having updated to the latest version of the phone app.

I'm on a Pixel 2 running Android 8.1.0. The issue could be limited to this version of Android, but phone users who are stuck with Android Oreo, e.g. Nexus 6P users, would have no recourse to fix this unless they are able to factory reset the app.
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Have you tried clearing the cache of the Phone app?
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Yes, both data and cache were cleared with the issue persisting prior to trying factory reset for the app. I also tried running the latest version of the phone app in safe mode, still same issue even after clearing cache and then data.
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Please use the feedback in the app to report this directly to the team. I will also escalate this.
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Done, thanks for your time
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What version of the phone app are you using?
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I'm having the same issue and the version of the app for me is 41.0.277149592
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I suggest trying to opt into the public beta for the phone app and see if the issue is resolved

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For me the latest version of the app shows on my phone as 42.0.284275632
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I also have the exactly same problem.
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Traction of this issue is picking up based on new reviews on Google play store today, hopefully this will reach the appropriate team to fix asap
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I also confirmed it's the app as when I uninstall the update, the dial pad goes back to working. I'm on an older Nexus 6P with android 8.1.0.
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Google Phone App Latest Update: Dialer will not show up during call
I have the same problem...
What do I do to fix this?
If the answer is to uninstall Android 8.1.0, then how do I do this?
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It's an abysmal issue, since I need to phone into college and access departments using the keypad. How long until this issue is resolved?
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Please solve this issue! Many important phone calls to make that use automated menus.
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+1 this is a real problem for me as well.
pixel xl 
android version: 8.1.0
phone app version:42.0.284275632
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I can confirm this also happens to me. The factory reset version works correctly. When is this going to be solved?
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This has been escalated and the team is investigating
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This is also happening to me.  It was working fine last night.
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Same issue here.
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Also experiencing this problem. Calling Google for help was a frustrating experience. I did the factory reset but am wondering how to be notified what to do once this is solved? Thanks!
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I have the exact same issue. Keypad button lights up when you press it during the call, but no keypad appears, hence calling services with an inner menu "dial 1 for such and such"  is impossible. I don't know how to do a factory reset for this app alone.

Ok found out how to do factory reset, and it now works again in the reset version.
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same issue here
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Same issue. 

I was able to fix it by going to App Info, more options (... in the top right), and "uninstall updates."

Pretty huge error though, wow.
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Yep, uninstalled updates and it works again.

1. Settings> Apps & Notifications > Dialer App
2. Click "Uninstall"
3. Dialogue box "Do you want to uninstall updates..." click yes

Thanks
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I have the same problem here. Phone app version 42.0.284275632.
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Have the same issue on a Pixel 1. Uninstalled updates and now the number pad works just fine during calls. I must say: Very disappointing. I work in an industry where the hours are all over the place, so missing a call and being unable to access voicemail due to a software bug is game breaking. Not to mention all the automated phone systems I need to use when dealing with vendors and government agencies. This bug basically made it impossible to conduct business properly for a few days. Luckily, nothing was terribly mucked up. I'd also like to note that this is why I turn off auto updates. I see no reason to update an app that works just fine for me, unless I'm blwon away by new features. Unfortunately, auto update has seemed to turn itself back on of its own free will. Very annoying.
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Can anyone tell me how to uninstall the update? I'd prefer to make a couple of phone calls soon.
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If you download the newest update Android 10 it fixes it. 

But let's just say I had a full day of conference calls and couldn't attend one cause of this. Really not impressed with Google rn
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I am having the same problem. I need to figure out how to do a factory reset and will it fix this problem? I can't check my voicemail or use my keypad during a call. Very frustrating. Will it fix the problem if I uninstall the new update and if so how do I do that?
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How do I download the newest update? I don't have a dialer app that everyone on her is saying to uninstall.
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I didn't have the dialer app either, but I did have the phone app so open the App settings and look for the ... in the upper right to find the "uninstall update" option.   Worked for me.
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Can someone please clarify how to uninstall the update? I see a number of comments here saying people did this. I cannot find any option to do that. I'm using a Pixel phone.

I rely upon my phone for work and this is a huge problem. Clarification on how to uninstall update would be greatly appreciated.
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OK, found how to do it, now. Thanks Craig Lamble for clear instructions.

As Craig mentioned:

1. Settings> Apps & Notifications > Dialer App
2. Click "Uninstall"
3. Dialogue box "Do you want to uninstall updates..." click yes

This worked for me.

Thanks, Craig.
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Actually, correction to my previous post. I didn't see "Dialer App" in Apps & Notifications in settings. I did see "Phone".

So what worked for me was:

1. Settings> Apps & Notifications > Phone
2. Click "Uninstall"
3. Dialogue box "Do you want to uninstall updates..." click yes

This worked for me.
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Seems this a general problem  Suddenly I also no keyboard in a cal to enter requested responses.  Last solution worked great:  uninstall phone and then reinstall phone (factory default).  Gives a different voicemail screen than before BUT now keypad again appears when needed - as it should and always did before today!.
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  Uninstalled the Phone app  updates, then dial pad started working.
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I have a Nexus 6 with the latest updates, and I am having the same problem. How do I fix it?
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Exact same problem on Pixel 1, uninstalled updates to the Phone app indicated above and can now get into my voicemail.
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Same problem here. No phone keypad during call. To fix, I went to www.swappa.com and purchased a non-Google phone overnight delivery. Tomorrow I'll perform a stress test on my existing phone to see how it handles the downward force exerted by the right-front wheel of my Toyota Camry.
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You are a genius. I thought i was going crazy, couldn't call my car mechanic because i couldn't dial "2" in the phone tree to get him. 
Entering the problem description here so that others can find it via google:
Pixel 2 keypad does not appear during phone call when keypad button is pushed.
Clearing cache and memory of app does not fix it. the only way tto fix it is to uninstall all updates to take it back to factory format.
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I erased all phone app updates. Will update, when Google fixes problem.
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Dialpad not working while calling on a Nexus 6p! Cannot take my voicemail because of it as I have to dial numbers to access it.
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I'm having the same problem 🙄
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Dialpad not working on Nexus 5x (Android 8.1.0) and Nexus 6p (8.1.0) with T-Mobile. Restarting phone and clearing cache didn't help. I've given feedback from my Nexus 5x - please escalate.
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Ditto old Nexus 6.
Q.  If I uninstall updates back to 'factory version - all data will be removed' do I lose any phone data, like contacts, phone numbers ect???
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I just uninstalled the phone app updates and it fixed the issue for now. I am sure it will try to auto-update again. The contacts are still there. Please note that the contacts on my phone are defaulted to store in Google, not on the phone. Not sure what would happen if they were stored on the phone. They should stay but I cannot say for sure.
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Thanks for the info Aaron. Its an annoying issue.
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I'm having the exact same problem, and it started at the same time. It's stopping me from accessing my work messages, please fix this serious problem ASAP.
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I'm having the same issue on my nexus 6p. Cannot open the dialler page whilst on a call allowing me to key in extensions.
Currently trying to get technical assistance for my internet and because of this I'm unable to key in any extension. 
This needs fixing asap.
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Same thing happening to my Nexus. Glad I am not the only one and that pixel users are having same issue so it's not that Nexus is no longer being supported
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Please let me know if this gets resolved. Pixel 2 user, cannot access voicemail because if this.
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I also have the exactly same problem. Is this some way to force a new phone on me?
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Same here.. Broken since update
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This is a pretty terrible problem.  It pretty much breaks the primary function of the 'phone'.  Please fix it quickly, even if it means reverting to the previous version.
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I noticed the same problem today. Recent changes of my phone are only updates of app. Any Google or phone related apps that have been updated recently are: Gboard (updated today) and Telephone (updated December 6).
This problem is solved after removing the update of Telephone!
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How would you remove phone update?
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Had the same issue with Google Nexus 5. Thanks Craig Lamble for the instructions on how to remove updates.
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I have had the same issue on a Nexus 6.  As I work totally on call, I very nearly lost my turn at work this morning.  I was unable to choose a number option on the nonexistent dial pad during my call to work.  I have 10 minutes to accept my work call from the time my employer initially attempts to call me.  Being unable to accept this call in a timely fashion could have cost me about $2000.  Luckily, my girlfriend was there.  I used her S6 to call my employer.  Her dial pad functioned properly during the call as I entered my employee information and accepted my assignment using the dial pad .  She has not updated her phone app recently.

Like the others, removing the update has solved the problem.  The factory phone app functions properly.
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A fix would be great. Uninstalling the apps updates pacifies the issue. But do me a favor, Google. Stop auto updating the phone app after I've uninstalled updates and have a working app. I don't want to have to uninstall updates every time I want to conduct business on my phone. And don't tell me to turn off auto updates. I do. They seem to magically turn themselves back on and have the entire life of this phone. I consider it to be intrusive and offensive.
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Yeah i cant open the dialer and press #s
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Same here - I am unable to access the keypad during phone calls. This is hindering my ability to do work as I need to dial extensions, etc for my job. Help!
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Same problem, solution urgently required.
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I'm having this issue on Nexus 6P.  How about removing the latest update from the playstore right now until this issue is fixed? (Or allow latest Android 10 on Nexus 6P).
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I am having the same issue on my Nexus
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I'm having the same issue. Very frustrating!
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I'm having the same problem!!! Very annoying
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Fix this issue already please it has gone on too long.
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Confirming that uninstalling updates will take it back to a workable state, but boy howdy google this was a big mistake on your part.
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Yes.  Removing the Phone App update brings it back to working state.
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I thought it was just my crappy Red Hydrogen, but it isn't this time - here is what worked:  Go to apps - phone - upper R corner (tap) - click on uninstall - BINGO! How does an app update even get past QC like this?
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That works thanks
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Same problem.   You cannot delete a phone app on a 6P and there is no Dialer app either.  Version 10 is not designed for a 6P.  I spent 1 and 1/2 hours on the phone with Huawei Tech Support before discovering this thread.  Other options??
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Nexus 6 owner here, having the same EXACT issue! MetroPCS provider with no recent updates (to my knowledge).  My voicemail access is not super important. However, when I am trying to make a call that requires a prompt ("press 1 for assistance, 2 for a return" and etc.), I can't even do that because of this keypad issue.
Contacted Motorola and they said they couldn't help me because my phone is considered obsolete. 
Suggestions on a new phone that is NOT Motorola?

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Jesus. Just spent an hour with Google Fi chat only to be told 'support is working on it.
I just 'unistalled update'. It worked. App is old school, but I'm using the keypad.
I'll wait for the fix and update later.
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Can you share how to uninstall an update on Nexus 6? (I have zero tech skills.) I didn't think my phone had an update since 2017 because Motorola stopped updates for Nexus 6.
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hi,

nexus 5x
I uninstalled the update via the play store.
look for Phone Google LLC.
Then click uninstall
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Totally frustrated with the same problem, no keypad during connected call, cannot use IVR. 
Uninstalled updates to be able to use it again. 
I reckon some changes done for latest Android were tested with previous versions only up to a certain one. So, old phones that don't get Android updates anymore are not tested very well. I can understand that. But why was there a need to update the phone app where they were working fine. I will absolutely not use auto update again (and constantly check it stays that way).
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This is awful.  An obvious push to force users of older phones to upgrade to the failed pixel 4.  I'd rather chance a samsung catching fire in my pocket than not have a usable phone
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Same issue
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Same problem. Dialer will not engage while on a call. Button is dark and dial pad does not turn up. Google Nexus 5x
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Us too, my dad's phone's having the same problem.
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It only happens on my voice mail. I have the Nexus 5.
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To uninstall the updates, the warning says "All data will be removed." Does that mean that I will lose my phone book and all contacts?
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Someone should really be fired for this one.  You successfully turned every pixel phone on the planet into an ipod touch with a forced update and no fix 4 days later.  One of the worst software errors of the smart phone age.  These people want to program self driving cars, lol.
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Please let me know on how to uninstall an update.. I get uninstall for phone app, I am sure it will remove the software entirely
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Look for button to open in upper right hand corner when in settings>apps&notification>phone. It should give you an option to remove updates.
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I have the same problem on a LG Nexus 5X. 
I uninstalled the update and the dialpad works again.
Don't forget to *_temporarily_* turn off Google Play Auto Updates so it doesn't reinstall the broken version before it is fixed.
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I have the same issue with huawei nexus 6p
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I am also experiencing this with my Google Nexus 6P.
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I get that you have an update "ready" and that it can be fixed via a workaround, but the fact that you released an update that breaks the fundamental ability to use a phone as a phone is not good. I wasted quite a bit of time trying to find a solution when I needed to access my voicemail and couldn't. It's a good job the situation wasn't more pressing. I'm a fan of a lot of what you do, Google, but you messed up on this one.
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Incredibly frustrating that support for Nexus 6 stopped so long ago. It's a fantastic phone, mine is in great condition and I hate being forced to get a new one just because it hasn't been supported since 2017. And now the VOICEMAIL DIALPAD has been BROKEN BY GOOGLE!!! Please mend it and restart support for Nexus 6 and 6P. Happy to hear so many are still in use. #SaveThePlanet
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Same issue here on a Nexus 5X - hopefully we will get a fix soon!
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This is a crucial feature! this is just insane not fixing it and leaving us without this ability to call any provider for 4 days.
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I have same issue
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Bug also exists on Nexus 5X.  'Disable' and then 'enable' app works for now, but this retrogrades to an earlier version of app.  Feedback provided via app as suggested above.
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