# Your Private App Can't Make Calls with Kiosk Mode Enabled

> If an Android App can't make calls only when the Device is in kiosk mode, add the system Phone Apps your Devices use to the Policy.

Source: https://docs.applivery.com/en/device-management/android/troubleshooting/private-app-calls-kiosk-mode/  •  Last updated: 2026-10-16

**Key topics:** Symptoms of blocked calls in kiosk mode, Diagnosing with a duplicated Policy, Adding dialers as system Apps, Temporary workaround with Launcher mode, Applivery, Android, Advanced Launcher, Kiosk mode

---

**TL;DR:** If an App can't make calls only in kiosk mode, add the system Phone Apps (dialers) your Devices use to the Policy. In a kiosk, system Apps aren't shown or managed by default.

If an App can't make calls only when the Device is in kiosk mode, add the system Phone Apps (the _dialers_) your Devices use to the Policy and test again. In a kiosk, system Apps aren't shown or managed by default, so you need to include them explicitly.

## Symptoms

-   An App tries to start a call and it drops abruptly or never connects.
    
-   The system Phone App can make calls, or the App can't receive calls either.
    
-   The issue goes away when you remove the kiosk or switch the Advanced Launcher to **Launcher** mode.
    
-   Changing the default Phone App doesn't fix it.
    

## What happens

In Applivery, the **Advanced Launcher** has two operating modes:

<table style="min-width: 75px;"><colgroup><col style="min-width: 25px;"><col style="min-width: 25px;"><col style="min-width: 25px;"></colgroup><tbody><tr><th colspan="1" rowspan="1"><p>Mode</p></th><th colspan="1" rowspan="1"><p>What it does</p></th><th colspan="1" rowspan="1"><p>Restrictions</p></th></tr><tr><td colspan="1" rowspan="1"><p><strong>Launcher</strong></p></td><td colspan="1" rowspan="1"><p>Provides a launcher with the Policy's Apps</p></td><td colspan="1" rowspan="1"><p>Doesn't apply kiosk restrictions</p></td></tr><tr><td colspan="1" rowspan="1"><p><strong>Kiosk</strong></p></td><td colspan="1" rowspan="1"><p>Activates a full multi-app kiosk</p></td><td colspan="1" rowspan="1"><p><strong>Does</strong> apply restrictions to the Device</p></td></tr></tbody></table>

[Kiosk mode](https://docs.applivery.com/en/device-management/android/policies/kiosk-mode/) restricts the Device to the Apps you define in the Policy, and its Kiosk-only settings only apply when the Device is genuinely in kiosk mode.

This issue shows up mostly with Apps that **make calls from inside the App itself**. Those Apps usually open the **Device's Phone App** to place the call. If Kiosk mode blocks that Phone App, the call can't start.

## How to diagnose it

Run these tests on a test Device with a copy of your production Policy:

<table style="min-width: 75px;"><colgroup><col style="min-width: 25px;"><col style="min-width: 25px;"><col style="min-width: 25px;"></colgroup><tbody><tr><th colspan="1" rowspan="1"><p>Test</p></th><th colspan="1" rowspan="1"><p>Result</p></th><th colspan="1" rowspan="1"><p>Conclusion</p></th></tr><tr><td colspan="1" rowspan="1"><p>Call from the system Phone App, outside the affected App</p></td><td colspan="1" rowspan="1"><p>Works</p></td><td colspan="1" rowspan="1"><p>The Device and the line are fine</p></td></tr><tr><td colspan="1" rowspan="1"><p>Call from the affected App with the kiosk active</p></td><td colspan="1" rowspan="1"><p>Fails</p></td><td colspan="1" rowspan="1"><p>Possible block by the kiosk</p></td></tr><tr><td colspan="1" rowspan="1"><p>Call from the affected App with the kiosk removed (other Policies still applied)</p></td><td colspan="1" rowspan="1"><p>Works</p></td><td colspan="1" rowspan="1"><p>The issue is in the kiosk, not in the other Policies</p></td></tr><tr><td colspan="1" rowspan="1"><p>Switch the Advanced Launcher from <strong>Kiosk</strong> to <strong>Launcher</strong></p></td><td colspan="1" rowspan="1"><p>Works</p></td><td colspan="1" rowspan="1"><p>Confirms it depends on Kiosk mode</p></td></tr></tbody></table>

:::warning
Always test with a duplicated Policy and a single Device. Don't change your production Policy to diagnose.
:::

## Fix: add the dialers to the Policy

**Open the Policy**

Once in the [**Applivery Dashboard**](https://dashboard.applivery.io/), open the affected Policy 1 and go to the **Apps** 2 section from the left-hand menu, then select **\+ Add App** 3.

![add app](https://docs.applivery.com/int/_r2/media/09ac0a4e-3ad8-478f-9f15-3474973eec71/99357efb-6f20-4548-a9c9-d0df179cd02e.png)

**Choose the Phone App**

Select the **System App** tab. Pick the Phone App your Devices use or type its package name. If your fleet has several manufacturers, add each one's Phone App.

![dialer](https://docs.applivery.com/int/_r2/media/09ac0a4e-3ad8-478f-9f15-3474973eec71/7dced32d-ba08-4feb-853f-cfcebdedc628.png)

:::info
To find the package name, turn on **Application Reports Enabled** in the Policy's **Reporting** section. The full list of Apps, including system Apps, then appears in the **Device** details under **Apps**. You'll find more details in [System Apps](https://docs.applivery.com/en/device-management/android/app-management/system-apps/).
:::

**Add it as Available**

Click **Select**, choose the **Available** installation type and add the App to the Policy's list.

**Save and test**

Save the Policy and wait for the Device to receive it. Then test an outgoing and an incoming call from the affected App.

## What usually doesn't fix it

These actions **don't** fix the block:

-   Granting permissions to the App through _Grant permissions_ in the managed properties.
    
-   Setting another Phone App as default, whether Google's or the manufacturer's.
    

## Temporary workaround

If you need calls to work while you adjust the Policy, run the Advanced Launcher in **Launcher** mode. Keep in mind it doesn't apply kiosk restrictions (status bar, navigation, power button, Settings access), so the Device is less locked down.

## If it still fails

-   Confirm the Device has received the latest Policy.
    
-   Check that the Phone App appears in the Policy's App list and that the package name matches the one the Device uses.
    
-   Repeat the diagnostic tests to confirm the failure still depends on Kiosk mode.
    
-   If the issue persists, contact Applivery support with the Device model, the Policy and the exact time of the failure.