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Galaxy S7 won’t connect to the internet via Wi-Fi, other issues

S7 edge

We are trying to publish more #GalaxyS7-related posts so here’s another one. This material today addresses 4 unique problems submitted by our readers. We hope that the solutions will be of help.

  1. Galaxy S7 won’t connect to the internet via Wi-Fi
  2. Galaxy S7 not working properly with Handsfreelink system in 2012 Honda Pilot
  3. Galaxy S7 go mute during calls, and does not keep record of calls
  4. Reply all button in email is greyed out after updating Galaxy S7 to Marshmallow

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: Galaxy S7 won’t connect to the internet via Wi-Fi

When trying to connect with internet I keep getting these messages; “can’t connect”, “something went wrong”, and “offline, check your connection,” all the while my Wi-Fi shows that I’m connected.  I shut it, log out of Wi-Fi and nothing changes.  Other electronics are not having this problem. In fact I’m on my tablet as I write this.  I have taken it back to purchasing store and showed them the messages I am getting.  They weren’t sure and told me to call 611!  I wasn’t pleased…this is VERY frustrating. — Mary

Solution: Hi Mary. Troubleshooting Wi-Fi connectivity on a smartphone involves checking that the said device isn’t blocked in the network in the first place. Make sure that there are no special router settings or configurations that may have been changed to prevent your S7 from connecting to the internet. Yes, the phone may be able to talk to the router, thereby showing that’s it’s connected to Wi-Fi, but some router settings may be enabled to limit its bandwidth. If you are not the administrator of your local Wi-Fi network, make sure that the relevant knows your issue.

Another way to check if you’re being blocked in your Wi-Fi network is to try connecting to other Wi-Fi. This will give you an idea if the problem is on the phone, or in your Wi-Fi network. If your S7 connects to at least 2 other Wi-Fi networks, that’s a confirmation of our hunch that you are indeed being blocked in your home Wi-Fi.

If you are positive that there are no blocks or filters that should prevent you from connecting to the internet via home Wi-Fi, try checking if the problem is due to a bad third party app. Try to boot the phone in safe mode, then connect to Wi-Fi again. While safe mode is on, no third party apps will be allowed to run, giving you an idea whether or not an app is to blame. To do that, just follow these steps:

  • Turn off the phone.
  • Press and hold the Power key.
  • As soon as you can see the ‘Samsung Galaxy S7 EDGE’ on the screen, release the Power key and immediately hold the Volume Down key.
  • Continue holding the Volume Down button until the device finishes rebooting.
  • You may release it when you can see ‘Safe mode’ in the bottom left corner of the screen.

If the issue won’t occur while in safe mode, you can safely assume that one of the installed apps is creating a conflict. Doing safe mode is not a solution in itself but rather a tool in giving you a general idea. In order to isolate which of the apps is the cause, you have to do some isolation. Start by uninstalling the recently installed apps until the issue is gone.

Problem #2: Galaxy S7 not working properly with Handsfreelink system in 2012 Honda Pilot

Since upgrading to the S7 from the S3, my phone is no longer compatible with the HandsFreeLink Bluetooth system in my 2012 Honda Pilot. The phone indicates I’m paired, however, the car indicates “there is no phone connected”. Calls toggle off and on, get dropped, or the person I’m talking to cannot hear me. I’ve spoken to the folks at HandsFreeLink.com and they said it was a software issue but there was nothing they can do. The Honda technology department also said there was nothing they can do and suggested I contact Verizon and Samsung.

Do you have any suggestions on how I can rectify this very frustrating situation? I do not want to get an iPhone and we bought this car in December 2015 in main part so I could have hands-free calling. UGH!!!! I hope you can help. Thanks! 🙂 — Lynda

Solution: Hi Lynda. We don’t know the exact specifications of your car’s bluetooth system and whether or not it’s compatible with the more advanced bluetooth versions being used in the market today, or in Samsung Galaxy S7 phone in particular. We can’t find the Galaxy S7 among the mentioned compatible phones with Handsfreelink system in Honda Pilots anywhere so the problem is more likely compatibility in nature. Compatibility is almost always the most common cause for bluetooth problems between phones and in-vehicle bluetooth systems. Bear in mind that in-vehicle bluetooth systems are as varied as Android devices and most developers are not always keen in making sure their products stay compatible with newer bluetooth systems. Results of incompatibility issue include limited number of features allowed, regular disconnection,  and pairing problems.

In general, automakers can be considered behind the technology curve when it comes to Bluetooth. That means that the bluetooth profiles being used in your car is most probably introduced years before. The best carmakers can do is to play catch up with the new phones in the market and hope that their system works flawlessly without needing a hardware upgrade. This creates a problem if you have a new phone that sports new bluetooth versions just like in your case. This is clearly not a phone-related issue so there’s only so much that we can do to help. You must work with your carmaker to make your in-vehicle bluetooth system work properly again.

Problem #3: Galaxy S7 go mute during calls, and does not keep record of calls

Two of our four phones will all of a sudden mute to where we can hear the other person but they cannot hear us. It happens whether we call a cell or a landline. All four phones have had issues when you call someone and it rings on your end but doesn’t ring the person you are calling.  They show no record of the call.  My phone will not connect to data and just closes when I try to search on Google. My phone was replaced under warranty and I had a case opened for which they found no resolution.  Replacement phone and old phone both have the same problems except the inability to connect using data is new. Have called Samsung as well and they went through quite a bit over the phone and said it is a service issue, AT&T says it’s a device issue. 5 phones total now for the last year all with serious issues and all AT&T can do is say sorry we don’t show any network problems. — Elizabeth

Solution: Hi Elizabeth. It sure looks like a service issue to us but it can also be caused by something that all the phones have in common. Is there any third party app that’s installed in all affected phones? Try to make a list of all the installed apps in your phones to see if there’s a suspicious app that may be intercepting your voice service. Better still, try to do a factory reset to all phones and observe them for a few days. Be sure not to install any app so you’ll know if one of them is to blame.

Problem #4: Reply all button in email is greyed out after updating Galaxy S7 to Marshmallow

Since the Marshmallow update, I and others on the Samsung Galaxy S7 phones have noticed that the “reply all” button on emails (not gmails) coming in is greyed out. However if it is not the first email in the chain then the button is available, regardless to the number of recipients.  I’ve noticed that the button occasionally allows for reply all to some emails. I think this is only when there is a recipient in the CC field of the original email. This causes an problem however as we use group emails for my department so both myself and my boss get the emails as well as everyone throughout the company utilizing group emails for many reasons, as you can guess the group email is only ever entered in the “To” field, rarely is there a CC.  I’ve done all the steps so far, nothing has resolved this issue.  I can’t find anything on the net about this problem either.  Help! — Kevin

Solution: Hi Kevin. It’s the first time that we’ve heard of this issue so this may be isolated to the specific firmware build your phones are using. We don’t know what steps you’ve done exactly but all we can recommend is to wipe the cache partition first, then a factory reset second. To do both, simply boot the phone in recovery first by doing the following:

Step 1: Press and then hold the Home and Volume UP keys, then press and hold the Power key.

NOTE: It doesn’t matter how long you press and hold the Home and Volume Up keys, it won’t affect the phone but by the time you press and hold the Power key, that’s when the phone starts to respond.

Step 2: When the Samsung Galaxy S7 Edge shows on the screen, release the Power key but continue holding the Home and Volume Up keys.

Step 3: When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.

If the phone won’t respond after pressing and holding the Home, Volume Up and Power keys, then proceed to the last step.

 

 


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