Situation: When the user receive the call, the phone doesn’t ring even the ring volume is high. After he restart the phone, the phone rings but the sound is different from the ringtone.
Troubleshooting: 1. It could be the 3rd party software issue. Try safe mode for a test. Please refer to this post:
2. Make sure the Sound is not disabled. Please refer to this post:
To do that, go to Settings>Apps & notifications>All apps. If you don’t see Sound apps, tap 3 dots>Show system.
3. Clear sound storage cache. To do that, go to Settings>Apps & notifications>All apps. If you don’t see Sound apps, tap 3 dots>Show system. Clear cache or Clear storage.
4. Also disable Bluetooth for a test. The sound may go to Bluetooth device.
