My phone is not registering my key pad presses during phone calls, ie to select menu options. I did an online chat with a Samsung representative who recommended that I clear data and cache from Phone and Contacts app and do a soft reset but still not working. I do not hear a tone from my end, and none is being received by the phone menu. I toggled a variety of settings in my phone app (including "long DTMF") and even downloaded a 3rd party app (ToneDef) to send a DTMF signal but none is working.
Have a question about that hard reset. If they have a samsung account and have the phone backed up to the samsung account. The hard reset would put the phone back to factory default -- but can they then load the samsung backup to the phone and get the phone back to what it is now?
With the hard reset you will loose everything, but Google play will re-install the apps you had when you sign in again and Samsung will re-install the apps you got from them. You will need to worry about contacts and photos, but you can use Google drive to backup your photos. I personally use MyBackup Pro for contacts, txt messages and pic.