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Galaxy S7 Edge keeps dropping calls, other issues

Welcome everyone to yet another #GalaxyS7 series post that tackles problems related to this device. As usual, the cases mentioned below are taken from reports submitted by our readers during the past few days.

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Here’s the complete list of issues we cover in this material today:

  1. Galaxy S7 Edge keeps dropping calls
  2. Galaxy S7 can’t send SMS and MMS all the time
  3. Galaxy S7 Edge screen has blurred green or pink color
  4. Galaxy S7 won’t read SD card
  5. Galaxy S7 can’t receive group message after an update
  6. How to remove other “sharing” options on Galaxy S7

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 Edge keeps dropping calls

I have a huge issue with my Samsung S7 Edge. First, I got two of these phones when I bought these. The one I use all the time, I lost but before I lost it, I can be on a call and it drops every single phone call within 2-5 minutes, and if I try or the other person tries to call me back they might be able to hear me for just a few seconds and I hear nothing. I hear them during the 2-5 minutes but they cannot hear me. The lost phone got replaced. This phone does the same exact thing and also the secondary phone that was pre ordered with my primary phone does the exact same thing. I have checked and I am not on mute. It is my phone. I cannot talk to anyone over 5 minutes. This is a huge issue and now I am stuck in contract with these phones. I need to be able to talk to people besides texting. Thank you. — Kimberly

Solution: Hi Kimberly. If you have been experiencing this problem on at least two phones, you should right away ask assistance from your wireless carrier. Intermittent call disconnection problem cannot just be attributed to a faulty phone. If you haven’t talked to your carrier about it, now is the perfect time. There’s really nothing much that we can help you about it, especially if it’s your carrier’s service that’s not working properly.

If you think that it’s a phone issue though, consider doing a factory reset so you can observe it for at least 48 hours. Doing so will help you check if one of your apps is causing the trouble, or if it’s the operating system. Make sure that you don’t install any app during the observation period. To factory reset your device, follow these steps:

Step 1: Turn off your Samsung Galaxy S7 Edge.

Step 2: 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 3: When the Samsung Galaxy S7 Edge shows on the screen, release the Power key but continue holding the Home and Volume Up keys.

Step 4: When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.

NOTE: The “Installing system update” message may show on the screen for several seconds before displaying the Android system recovery menu. This is just the first phase of the entire process.

Step 5: Using the Volume Down key, navigate through the options and highlight ‘wipe data / factory reset.’

Step 6: Once highlighted, you may press the Power key to select it.

Step 7: Now highlight the option ‘Yes — delete all user data’ using the Volume Down key and press the Power button to select it.

Step 8: Wait until your phone is finished doing the Master Reset. Once completed, highlight ‘Reboot system now’ and press the Power key.

Step 9: The phone will now reboot longer than usual.

Problem #2: Galaxy S7 can’t send SMS and MMS all the time

So I got my phone about 3 weeks ago. On a daily basis my phone will not send 95% of picture messages and about 60% of my regular text messages. I can send a picture in a message to a phone number and then once I try to send another almost immediately it will not send even if it’s to the same number. I will send a regular text message but seems the longer the message the less likely it is to actually send. I also cannot receive picture messages and some text messages. The ones I do receive tend to be messed up. Almost looks like the picture is cut in half, I receive both halves of the photo in the same message but they don’t line up and look like they are discolored and blurry. — Ebysummer

Solution: Hi Ebysummer. The first thing that you want in this case is to see if this is due to a bad messaging app. To do that, you want delete the cache and data of your messaging app. To do that, follow these steps:

  • Open the Settings menu.
  • Tap Apps (some versions may show Applications or Application Manager).
  • Tap the messaging app.
  • Tap Storage.
  • Tap Clear Cache, then Clear Data (in this order).

If the procedure above won’t fix the problem, try using a different messaging app for a few days. You can find more messaging apps in Google Play Store.

Should the problem stays after trying other messaging apps for some time, let your carrier know so they can also check if their service is not working properly.

Problem #3: Galaxy S7 Edge screen has blurred green or pink color

My Galaxy S7 Edge was bought new 17 days ago. It has not been dropped, banged, water- or heat-damaged. Yesterday while my phone was on the desk I noticed instead of the “always on” lock screen displaying the time, it was a blurred green/pink colour, almost as if I’d left the camera on. Over the next 6 hours the screen became increasingly glitchy, with flashing green lines, and then failed completely. My mobile service provider are refusing to repair or replace this phone under warranty, as there is a single (barely visible) scratch under the screen. Please help! Even if you could give me an idea of how many people you have come across with the same problem so I can have some numbers to back up my complaint. — Sarah

Solution: Hi Sarah. First of all, you must understand that hardware components can fail for some other reasons other than the causes you mention above. Since you never mishandled your phone before (It has not been dropped, banged, water- or heat-damaged), you can try the usual dose of software troubleshooting we suggest in our blog like wiping the cache partition, booting in safe mode, performing a factory reset, or even flashing a new ROM. If all these procedures won’t change anything and the screen problem persists everytime, you can be sure that you have a defective hardware. You must find a way to have the phone repaired or replaced.

We do get screen problem reports from time to time but many of them are due to bad handling of the device in the first place. We haven’t encountered an issue like the same exact one you’re describing here so it may be an isolated case.

For reference, here are the steps on how to boot your phone in safe mode:

  • Turn the phone off.
  • Press and hold Power button until the Galaxy S7 logo appears.
  • Once you see the S7 logo, press the Volume Down button while releasing the Power button.
  • Keep holding the Volume Down button until the phone is done rebooting.
  • After the reboot, “Safe Mode” should be shown at the bottom left corner of the screen.
  • Release the Volume Down button.
  • To exit safe mode, simply restart the phone.

Problem #4: Galaxy S7 won’t read SD card

Hello, I have a Samsung Galaxy S7 that I bought recently and put in a 128 SanDisk SD card. Every now and then my phone seems to forget the SD card is in there, as none of my pictures load, but taking the SD card and putting it back in fixes this problem. Now, twice this has happened, and I can’t see any of my pictures, and my usual fix doesn’t work. When I go to “storage” in my settings, it says my SD card is corrupted and I can’t access any of my pictures on it. When I press to format the SD card, I get a warning saying that formatting will delete everything on the SD card, but I can’t accept or anything, so I have no idea how to format! Your help would greatly be appreciated! Thank you so much, Masha

Solution: Hi Masha. There’s a need to identify where the problem lies in order to resolve it. To see if the issue is on the SD card, find another one and observe how your S7 interacts with it for a few days. Make sure also that you format the new SD card using your phone. If the same problem occurs when using a different SD card, you should focus the rest of your troubleshooting on the phone. On the other hand, if the issue is absent with a new SD card inserted, consider replacing the old SD card for good.

The troubleshooting for your phone includes wiping the cache partition and doing a factory reset (steps provided above). To refresh the cache partition, kindly do the following:

  • Turn off the device.
  • Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
  • When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
  • When the Android System Recovery screen appears, release the Volume Up and Home keys.
  • Press the Volume Down key to highlight ‘wipe cache partition.’
  • Press the Power key to select.
  • When the wipe cache partition is complete, ‘Reboot system now’ is highlighted.
  • Press the Power key to restart the device.

Problem #5: Galaxy S7 can’t receive group message after an update

It appears that AT&T pushed an update to my phone tonight which wiped out every APN I had on my phone that WAS working. Now I can’t receive ANY group text messages. I’m back to getting the “downloading” message and nothing downloads. I have Consumer Cellular and I know they will not help me resolve this problem since they do not support the Galaxy S7. I found the APN online that has been working for the past 1 without a problem. I sent that APN to you folks when I found it and it was working. Now I’m back to square one once again. If you have any advice I’d appreciate hearing it. I’ve tried all the tricks mentioned and I know it’s got to be a needed specific change in the APN. I’m using the APN that was working great with group message without issue before this update. But now it’s not working for group messaging. — Sharyn

Solution: Hi Sharyn. APN is carrier-specific settings that may be changed from time to time. If the old APN setting stopped working after installing an Android update (which is odd), you must contact your carrier (Consumer Cellular) for the correct APN. We don’t work for Consumer Cellular so we have no handy information regarding any network-related changes like a new APN setting. If they won’t help, consider reverting to the previous Android version by manually flashing the right firmware. Keep in mind that user-initiated flashing can potentially brick your phone. Do it at your own risk.

Problem #6: How to remove other “sharing” options on Galaxy S7

Hello, I have been having issues with the “sharing” portion of my phone and being able to move or delete options that are not and have never been relevant but show up before the things that I use do. For instance if I want to share a picture on Facebook externally, it shows a person that I once followed on twitter a long time ago with the option to direct message it to them. The issue is not exclusive to Facebook as it also happens on Chrome and other placestuff that I attempt to share something externally as such. My question is: how can I remove this mild nuisance e from my options to share to them since I never have and never intended to talk to them? I have screenshots of what I am requesting if you would like further clarification, please don’t hesitate to ask. — Douglas

Solution: Hi Douglas. Options like this are pre-packaged with the operating system, thus most of them cannot be removed. Usually, rooting and installation of app/s that modify operating system behavior is the only resort for adventurous users. We are not aware though of any custom ROM or app that can do the thing that you want here. Try checking other third party forums for other options.

 


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