HAD NO SOUND ON SAMSUNG NOTES 5 ANDROID HAD UPDATE THEN SOUND WORKED AND THEN STOPPED AGAIN

Please please help!

I am losing customers because your app doesnt work consistently with android phone Samsung.

Didnt work initially. Then I had an update and it worked then stopped and there was another update and I hoped it would work again and it has not . Please advise how to fix something that did initially work?