This is the first part in our Sprint Galaxy S6 Edge Troubleshooting series wherein we address problems, errors, glitches, bugs and whatnot. While we already have an existing series for the S6 Edge in general, this one’s for our readers who explicitly mentioned they’re Sprint subscribers. There are ten problems in this post and you will notice that our readers attempted to contact their service provider and sought help to no avail. There are also some who just don’t want to go through the hassle of entering some information asked by the system or machine. That is why we found it necessary to publish posts like this.
For those who have just tuned in, we are providing free Android support here. You can tell us about the problems with your phone and we will give you ways to fix or troubleshoot them. You may contact us at email@example.com, post on our Facebook wall, Google+ page or interact with us on Twitter.
We read every email we receive and we spend time researching for ways to fix the problems and draft troubleshooting guides. So, please do your part and provide all necessary details. The more information you provide, the easier for us to help you and the more accurate our solutions will be.
Click on a link below to jump to a specific problem:
- Sprint Galaxy S6 Edge Not Getting Network Coverage
- Sprint Galaxy S6 Edge Getting Low Network Cellular Network Signal
- Sprint Galaxy S6 Edge Not Getting 4G LTE Connection
- Sprint Galaxy S6 Edge Giving Out Incorrect/Inaccurate GPS Location
- Sprint Galaxy S6 Keeps Turning On Wi-Fi Automatically
- Deleting Message Thread on Sprint Galaxy S6 Edge
- Can I Check My Voicemail While Out of the Country
- Sprint Galaxy S6 Edge Can’t Send Picture Messages
- Sprint Galaxy S6 Edge Screen Won’t Auto Rotate
- Sprint Galaxy S6 Overheats So Easily
Problem: Hello droid guys! I want to thank all of you for this wonderful service you provide. I’ve been looking for people online to help me with my problems and the thanks God your website was the first to show up when I searched for fixes to my problem.
I bought a new Galaxy S6 from a Sprint store about 30 miles away from our home (I am 68 years old, too), so visiting the store would be very inconvenient for me. I already tried calling tech support but I waited more than 15 minutes without having able to talk with a human representative.
My phone is showing it’s not getting any kind of service and I can’t make phone calls nor send text messages. The internet, too, isn’t working even if I have WiFi at home, so my emails are affected. I use the phone daily to make calls that’s why I sought help. I think the problem started yesterday but I let it pass when I couldn’t make a call thinking it would be fixed later… I was wrong. What should I do to fix this problem? Please note that I am not technically oriented, I might not be able to understand some tech stuffs you guys will throw at me without any explanation. Thanks! — Miles
Troubleshooting: Hi Miles! Don’t worry because based on your description, the problem could be minor. Actually, I’m thinking that maybe Airplane mode has been enabled without you knowing about it. At least, that’s what I can think of knowing all wireless connectivity features in your phone were disabled or not working.
When Airplane mode is enabled or turned on, all wireless features will be disabled. So, you cannot send/receive text message, make/receive calls, and can’t connect to the internet using either mobile data or WiFi.
I don’t want to assume there’s a more serious problem with your phone because as you said, you were able to use those services a couple of days ago. With that, here’s how you disable Airplane mode:
- Press and hold the Power key.
- You will be prompted Airplane mode is turned on.
- Tap Airplane mode to turn it off.
That’s pretty much it!
Problem: Hey guys! I think you guys can help me out with my problem better than Sprint tech support representatives themselves. Just for the record, I already called tech support 3 times and I got no help from any of them. One of them said to access Sprint zone settings but when I tried to look into the Settings of my phone, there’s no sprint zone there. Oh, by the way, my phone is the new S6 Edge, which I of course bought from Sprint. The problem is, it’s getting 1 bar of signal only. I have my old flip phone, still from Sprint, and its signal indicator is always full so it’s not about the tower in our area. I am planning on having this phone replaced as I may still be within the grace period to get brand new units for replacement. But if you know how to fix this, I would really appreciate it because going to a Sprint store means miles and miles of travel. Please help me. Thank you! — Janelle
Troubleshooting: Hello Janelle. First of all, it’s a brand new phone and if you have issues you don’t understand with it, you better have it replaced while it’s still within replacement period. However, based on your description, it seems like the problem is minor.
Actually, there’s an app in your phone called Sprint Zone but it’s not under Settings. From the Home screen of your phone tap the Apps icon and browse through all your apps to find it. I’m sure it’s there; all Sprint smartphones have it.
- Once Sprint Zone is open, swipe to the left to open Device Diagnostics.
- Look for a section that says Network. If it says Passed, then there’s a chance it’s really an issue with the phone. However, if it says Failed or Flagged, all you need to do is update the data profile.
- Tap System Updates under Device Diagnostics.
- Tap Update Profile, then tap OK.
If the procedure above didn’t fix the problem, try resetting network settings by dialing ##72786# and tap Yes. You will have to go through Hands Free Activation again as the phone is being “reprovisioned” over the air. If all else fails, don’t trouble yourself so much; have the phone replaced.
Problem: For some reason, I am not getting Sprint’s 4G LTE connection as promised by its sales team. What I get is 3G and it sucks considering I subscribed for 4G. All I want is to be able to use the service I’ve paid for. Is there an issue with my phone? It’s a Galaxy S6 Edge and the brochure said it’s LTE-capable. Please help! — Abbey
Problem 2: Hi droid guy. I just bought the S6 Edge a couple of days ago and while I was excited to use the network’s fast internet connection, I’m disappointed because the speed is still the same as my old phone–3G. I was told by a friend S6 Edge is capable of very fast internet connection. I called Sprint and the rep told me there’s nothing wrong with their network so I’m contacting you guys because may be you know something to fix this problem. Thanks for reading my email. — Maria Luisa
Troubleshooting: I don’t know why you guys are experiencing this problem knowing 4G LTE network mode is enabled by default. But anyway, there’s nothing wrong with your phones; there’s just a setting you need to change. Just follow these steps and you’ll be fine:
- From the Home screen, tap the Apps icon.
- Find and tap Settings.
- Scroll to and then tap Mobile networks.
- Now tap Network mode.
- Tap LTE/CDMA to force LTE connectivity or Automatic to allow the phone to use 3G in the absence of 4G.
Problem: Hi droid guy team. I’ve been following your S5 troubleshooting series since last year but I recently upgraded to S6 Edge and I’m with Sprint. So far, the phone is doing great except one thing–the GPS. My Galaxy S5 has always been accurate, in fact, you can drive with your eyes closed as long as its turn-by-turn feature is on. That, however, is impossible with my S6 Edge. It’s like it’s off by a mile or two. I understand it’s a new phone and that I shouldn’t compare it with my previous one but since it’s more technologically advanced, I’m expecting it to be more accurate. I’m at a loss here. Please help me make the GPS on my S6 Edge accurate. — Gillian
Troubleshooting: Hi Gillian. When troubleshooting this problem, try to be in an open area. Then, perform a soft reset:
- Press and hold the Power and Volume down keys.
- The phone will power off, then starts back up.
- Once the Android splash screen shows up, release both keys.
- Try to see if the GPS problem is fixed.
If the problem wasn’t fixed by the simple soft reset, then see to it Location access is enabled.
- From the Home screen, tap the Apps icon.
- Find and tap Settings to open it.
- Scroll to and touch Privacy and safety.
- Touch Location.
- If necessary, turn on Location by toggling the slider to On, then tap Agree.
- Now tap Locating method.
- Touch Wi-Fi, GPS, and mobile networks.
As far as accuracy is concerned, this method will fix the problem. If not, then consider having the phone replaced as it can be a hardware problem.
Problem: I just want to let you know how thankful I am to have found your blog. Thank you for this wonderful and most of all free service. I’ve been to a local shop here in our area and they charged me for asking question about the problem with my Galaxy S6 Edge. The issue is that the Wifi keeps turning on even if I turned it off already. I use mobile data all the time not Wifi so I just want to turn it off to save my battery but it seems the phone won’t allow me to do that. I mean, I can toggle the slider off and it stays off but after a while, the Wifi icon will again show up in the notification bar indicating it’s on and when I check under Settings, it’s on. I have already toggled the switch countless times to no avail. Booted the hone in safe mode, Wifi still turns on. Called Sprint twice, their reps don’t know how to fix the problem either. I hope you guys can help me. Thanks. — Melanie
Troubleshooting: Hi Melanie! Good thing you mentioned what your carrier is, I was able to figure out the problem after reading your S6 Edge is a Sprint variant. You see, service providers and carriers especially in the U.S. modify the stock firmware so that they can include their own apps and services. In the case of Sprint, there are, at least, two services that were added; Sprint Zone and Connections Optimizer. The latter is the reason why the WiFi in your phone keeps turning on all by itself. Just follow these steps to fix the problem:
- Go to Settings.
- Touch Mobile networks.
- Touch Connections optimizer.
- Uncheck Auto select best network.
- Or, turn off Connections optimizer itself.
That should do it!
Question: Hi guys. I am new to Android and S6 Edge so I’m still trying to learn its features and all. Most of the time my phone is used for Facebook and text messaging and I already have a lot of text messages in it and some of them already have very long threads of conversation. The problem is I don’t know how to delete those threads. I don’t see any option to delete them. Aren’t we allowed to delete conversations anymore? Help me please. — Carl
Answer: Hey Carl. Of course, we are! We can manipulate those messages the way we want. As to how to delete a message thread, follow these steps:
- From the Home screen, tap the Messages icon.
- Now, tap and hold the message thread you want to delete.
- Tap Delete.
- Tap Delete one more time to confirm your action.
Question: It’s a quick question for you guys. My phone is S6 Edge and I’m with Sprint. I know you’ll say I should call Sprint for this but I hate to wait for several minutes only to be greeted by a machine. But anyway, my question is can I access or check my voicemail while I’m out of the country. I will be going to Europe for a tour next week but I want to be able to check my voicemail from time to time. Is it possible? — Marco
Answer: Yes! You can check your voicemail even if you’re out of the country, Marco. Here’s how you do it…
- From the Home screen, tap the Phone icon.
- Enter the international access code for the country you’re in, then “1”, and then your 10-digit Sprint phone number.
- Tap the Call button, then tap on the Keypad icon.
- Once your hear the voicemail greeting, tap *.
- Lastly, enter your passcode followed with #.
Problem: Sprint told me to upgrade to the new S6 Edge from my old LG phone, so I did. I love this phone, it’s fast, really fits my hand, the design is better, etc. The only problem is I can’t send pictures via text messages. With my old phone, I can do it with my eyes closed. I’m confused and I need your help on this. Enlighten me please. I know this is very easy for you guys and I don’t want to spend talking with a Sprint rep on the phone. Bad memories.
Troubleshooting: Picture messages, otherwise known as MMS, need mobile data. What you should do is check the mobile data; it must be enabled. If it’s already enabled but the phone can’t still send MMS, you have to call Sprint tech support. They can update APN settings over the air. To enable mobile data, follow these steps:
- From the Home screen, tap the Apps icon.
- Find and tap Settings.
- Scroll to and touch Data usage.
- Touch Mobile data slider to toggle it On.
Important Note: While Sprint didn’t provide the exact size of a file allowed to be sent over its mobile data, pictures that are too large in size may not be sent.
Problem: I just got a new Galaxy S6 Edge and so far the phone is doing great with its features and all but there’s one thing I noticed, the screen won’t auto rotate. Yes, I made sure all settings are correct but still the same. I already did factory reset a day after I noticed it but still the same. Called Sprint, the rep didn’t know how to fix it. Now I’m starting to worry. Is my new phone a lemon? Can it be fixed? — Desiree
Related Problem: Hi. My new Galaxy S6 Edge won’t auto rotate. All settings are good, auto rotate is enabled, the phone didn’t suffer physical or liquid damage. I haven’t done anything to attempt to fix this problem yet thinking you may know how to fix it. If you do, please help me fix it. And what should I do? Thanks.
Suggestion: You are guys are just among the many that have been experiencing this specific issue. Samsung hasn’t acknowledged the problem but considering it’s common with Sprint and Verizon users, it’s probably a bug in the firmware. Meaning, it can be fixed by an update. That said, there’s nothing we can do for now that may the problem. Desiree already did the factory reset to no avail. However, I suggest you have your unit replaced right away especially if it’s still within replacement period. There were other Sprint S6 owners who said the phone just auto rotates just fine. So, there’s a big chance that you’ll get a good replacement unit.
Problem: I have a week old Galaxy S6 Edge which I got from Sprint, my service provider. It’s an upgrade from Galaxy S4. My old phone wasn’t overheating but the new one does, so I’m really frustrated knowing an expensive phone like this can’t do its job well. But anyway, I gave it several days and observed closely. One day I rebooted it and didn’t open any apps except email but it still developed heat somehow. Also, when charging, I fear the phone would burst into flames because it’s very hot. Is it normal?
Related Problem: I’m not using my phone to play games, I have a computer for that. I use my S6 Edge simply for email, facebook, twitter, news, calls and text messaging. However, it becomes really hot. I had an S3 and it couldn’t go as hot as this one. Call Sprint and was advised to reset the phone. I’m hesitant as the rep didn’t explain why. Help please. — Mark
Troubleshooting: If the phone becomes hot during charging, that’s normal because of the fast charging capability. However, to minimize the heat, try not to use the phone when it’s charging because the screen and the powerful processor will add to the heat the battery produces.
However, if the phone overheats even if you don’t use it for gaming or other extensive activities, then there must be something wrong with it but it’s not the hardware necessarily. There might be an app that has gone rogue and causing conflicts to the system. I suggest you boot your phone in safe mode first and then observe if it still generates unusual heat in that mode. If so, you better have it replaced immediately. Otherwise, it’s just an app. So find it and uninstall it…or, you just go ahead and factory reset the phone.
Engage with us
We are always open to your problems, questions and suggestions, so feel free to send them at firstname.lastname@example.org. We support every Android device available and we are serious in what we do. This is a free service we offer and we won’t charge you a penny for it. But please note that we receive hundreds of emails everyday and it’s impossible for us to respond to every single one of them. But rest assured we read every message we receive. For those whom we’ve helped, please spread the word by sharing our posts to your friends or by simply liking our Facebook and Google+ page or follow us on Twitter.