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AT&T Galaxy S7 mobile data connection disappears after a phone reset, other issues

S7 edge

Here’s another collection of interesting issues some of our #GalaxyS7 users have encountered during the past few days. We will continue to post more S7-related issues in the coming days so keep watching!

  1. AT&T Galaxy S7 mobile data connection disappears after a phone reset or when inside a building when there’s no signal
  2. Galaxy S7 randomly drops calls
  3. Galaxy S7 keeps overheating and battery drains even while charging

If you are looking for solutions to your own #Android issue, you can contact us by using the link provided at the bottom of this page, or you can install our free app from Google Play Store.

When describing your issue, please be as detailed as possible so we can easily pinpoint a relevant solution. If you can, kindly include the exact error messages you are getting to give us an idea where to start. If you have already tried some troubleshooting steps before emailing us, make sure to mention them so we can skip them in our answers.


Problem #1: AT&T Galaxy S7 mobile data connection disappears after a phone reset or when inside a building when there’s no signal

I have an Samsung S7 on the AT&T network. It is an AT&T branded phone that I bought from the store. The problem I am having is that when I am in an area (where I live) that only has partner towers, my data disappears as soon as I reset the phone or I go inside a building where I lose connection. What I mean is then my data is gone for good. The only way to get my data back is to drive 45 miles away where there is an AT&T tower and reset my phone. Then my data is back and fine.

Then if I drive home I have data until I either reset my phone or lose connection again. My wife has a Samsung S5 and has no problems with her phone at all. Furthermore if I take my SIM card out of my S7 and put it in my wife’s phone or I put it in an old iPhone 5 then I have data. So it is telling me that it is a phone issue.

Also, I have contacted AT&T and they have no ideas. They have sent me 3 new S7s and everyone does the same thing. I have done a factory reset and didn’t install any apps and the same thing happens. As soon as I reset the phone my data disappears. Any help would be amazing. Thanks much. — Ehren

Solution: Hi Ehren. If this problem happens on at least 3 S7s, we don’t think any software troubleshooting on your end can fix it. This may be an AT&T firmware-specific glitch that can only be resolved by tweaking the OS code.

We are yet to receive similar complaints from S7 users using other wireless services so there’s high likelihood that it’s more of an AT&T issue. The OS running on your phone may be Android but it’s a modified version from AT&T. The thing about an open source operating system like Android is that a modified version from a carrier can easily mess it up (aside from having to do with a lot of crappy apps). It’s impossible to know exactly what part of firmware code may be causing the glitch so we suggest that you find a way to let the proper department in AT&T know about this specific problem so a patch can be released.

Problem #2: Galaxy S7 randomly drops calls

Phone intermittently cannot make calls. I dial a number and it just says call ended. Happens when receiving as well. Sometimes it just happens to some numbers and not others, like my home number, which I call often. Sometimes I can receive, but not call, sometimes vice versa. It is hard to pin down the exact problem as I am no longer a heavy user of the phone, but I know it has been happening a lot. I was on vacation and noticed the problem. I attributed it to being on another coast. It usually clears, but I cannot have a phone that is unreliable. I have run through every troubleshooting I can, no luck.

I have Tracfone with bring your own phone using an unlocked Verizon phone. Internet usually works just fine during this problem. — Carol

Solution: Hi Carol. Identifying the exact reason of your problem is just as difficult for us as well. We obviously need more information than what you’re giving us here to even decide where start the troubleshooting. Call issues may seem simple to an average user but it requires several systems working together in order to work normally. It can be a phone-related problem, or totally beyond your control as the cause lies on the network side.

The only thing that we can recommend in this case is that you do the basic software troubleshooting like wiping the cache partition, booting in safe mode, or performing a factory reset. If none of these procedures won’t work, call your wireless carrier and let them know about the situation.

In order to wipe the cache partition on your Galaxy S7, kindly follow these steps:

  • Turn off the phone.
  • Once the phone has completely shut down, press and hold Volume, Home, and Power buttons at the same time.
  • Wait until the Samsung logo appears before releasing the Power button.
  • Once the Android logo shows up, release the two other buttons.
  • Wait for the Recovery menu to appear (may take up to a minute).
  • Go to wipe cache partition option using the Volume buttons, then press Power button to confirm.
  • Wait for the device to wipe the cache partition
  • Once the cache has been deleted, Reboot system now option will then be highlighted.
  • Press Power button again to confirm the reboot.

Wiping the cache partition forces the phone to create a fresh system cache. If the call error is due to an outdated or corrupted system cache, wiping the cache partition should easily fix it.

If nothing changes though, try to restart the phone in safe mode. Doing so will disable third party apps from running. If you’re using a third party calling app or dialer, or if another app is the cause, the problem should not occur in this mode. The thing is, safe mode won’t pinpoint which of your apps is to blame. You still need to eliminate possible apps in order to identify the culprit. We suggest that you let the phone run in safe mode for a few days to see a difference. Here are the steps on how to boot your S7 in safe mode:

  • Turn your Galaxy S7 off.
  • Press and hold the Power button.
  • Once the ‘Samsung Galaxy S7’ logo appears, release the Power key and immediately press and hold the Volume Down button.
  • Continue holding the button until the phone finishes rebooting.
  • Once you see the text “Safe mode” at the bottom left corner of the screen, release the Volume Down button.

If nothing seems to work, or if the issue remains even if you’re in safe mode, make sure that you do a factory reset (refer to the steps below).

Problem #3: Galaxy S7 keeps overheating and battery drains even while charging

Hi. My phone keeps overheating especially when charging, and the battery is draining even when charging. I am very worried why is that happening that my battery is still draining even on charge. I went to the mall last week to have it tested. I wanted to find out if the battery or charger is the problem. This one particular store i went to, the tech guy didn’t test my battery or my charger. instead he tested my phone and told me that my phone is the problem not the batter or the charger. He said it could be something inside that had been shorted but it has to be troubleshoot yet to find out what particular piece inside that’s is causing up the heat and damaged.

I haven’t had a 2nd opinion but this is worrying me too much and the replacement or repair could cost me a lot. I have been very careful with my phone yet this happened. Please, I need your help. Looking forward to your response. Thank you very much. — Shiela

Solution: Hi Shiela. Well, if a competent technician has already checked the hardware and declared that more hardware tests are needed to pinpoint the problem, he or she is probably right. There is no better way to check an overheating smartphone than to have it physically checked. We think that the attending technician has more authority than us in this case.

However, it also doesn’t mean that there’s nothing else that you can do on your end. Software glitch can be a cause as much as hardware failure so make sure that you do the basic software troubleshooting stuff on your end. These things include deleting the cache partition, booting in safe mode, and doing a factory reset.

We especially want you to do the last one (factory reset) in order to reset all settings back to default. This will help you determine if overheating is being caused by bad apps or services or a firmware glitch. Before you proceed with this procedure, make sure that your important files are saved somewhere for safe keeping. If you haven’t tried doing a factory reset before, kindly follow the steps below:

  • Turn off your Samsung Galaxy S7.
  • Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  • When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  • When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
  • Using the Volume Down key, navigate through the options and highlight ‘wipe data / factory reset.’
  • Once highlighted, you may press the Power key to select it.
  • Now highlight the option ‘Yes — delete all user data’ using the Volume Down key and press the Power button to select it.
  • Wait until your phone is finished doing the Master Reset. Once completed, highlight ‘Reboot system now’ and press the Power key.
  • The phone will now reboot longer than usual.

After you factory reset the phone, give it time to run the default firmware for at least 48 hours. Be sure not to install any apps during this period so you’ll know if one of your apps is to blame. If your phone continues to overheat even without the installed apps, you can safely assume that hardware malfunction is the cause.

 


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