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How to fix a Samsung Galaxy Note 7 that shuts down on its own [Troubleshooting Guide]

When the new #Samsung Galaxy Note 7 (#Note7) was released, a handful of owners encountered serious issues with the battery, which prompted Samsung to issue a recall order. New “safe” devices arrived a few weeks later and there are still reports of overheating, units catching fire and unexpected shutdowns.

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I understand why owners feel uneasy about the Note 7 heating up but you should know there’s only a small percentage of units that have issues like that. In fact, there were less than 200 reported cases of units that caught fire or exploded during and/or after charging. But of course, safety should always be your first priority.

With all that being said, I will tackle the unexpected shutdown issue with the Note 7. Some of our readers reported it and so we are obliged to look into it. The troubleshooting procedures I include in this post come with an assumption that the phone doesn’t have a serious problem with the battery, although that would be the first thing we will have to consider.

Now, before anything else, if you have other issues with your new device, make sure you drop by our Note 7 troubleshooting page for we have already answered some of the problems that occurred since the phone was released. If you need further assistance, however, you can always contact us by filling up our Android issues questionnaire.

Troubleshooting Galaxy Note 7 that randomly shuts off

Just a couple of weeks ago, I was able to help a friend of mine who got the new Note 7 and encountered an issue wherein the device shut down on its own without apparent reason. The most interesting thing was that he said the phone was heating up while charging so the first thing that came to mind was the battery issue that may lead to explosion or catching fire but we tried to troubleshoot it and we actually brought the phone back to life.

The troubleshooting procedures I use here are based on possible causes of the problem starting with the battery. You are not required to follow this guide so if you want to have it checked by a technician, then don’t hesitate to do so. But for those who want to try, please proceed at your own risk.

Step 1: Rule out the possibility that it’s a battery issue

It must be the first thing you should do because if the battery is unstable, the phone may turn off whenever the issue is triggered. You may try charging your phone to see if it does as you’ll immediately know if it’s an issue with the battery or the hardware.

If the phone charges, continue observing it to know if it’s heating up to the point that it’s uncomfortable touching it. In that case, disconnect the charger right away and don’t hold your phone. Instead wait for it to cool down and then bring the phone to the shop or store and request a replacement.

On the other hand, if the phone charges normally and is not heating up, then there’s a possibility that it’s just a temporary issue. Let it continue charging until it’s full and then try using it again to find out if it still shuts down on its own and if it does, the next step might be helpful to you.

Step 2: Make sure you apps have nothing to do with it

Now that we’ve taken the battery issue out of the way, it’s easier to continue our troubleshooting. The next thing that you have to do is rule out the possibility that one or some of your apps is causing the problem. We don’t know for sure if it’s really an app that is the culprit but if it is, then we need to find out if it’s a third-party apps or a pre-installed one. We can do that simply booting the phone into the Safe Mode.

  1. Turn your Galaxy Note 7 off.
  2. Press the Power key and hold it past the screen that shows the model name of the device.
  3. When Samsung logo appears, release the Power key and immediately press and hold the Volume down button.
  4. Continue holding the Volume Down button until the device successfully booted up.
  5. Once you see “Safe mode” on the bottom left corner of the display, release the Volume Down button.

While in this state, all third-party apps will be temporarily disabled. If the issue still occurs while the device is in this state, then the problem might be with the pre-installed app or the firmware itself, otherwise, you just have to find the app that’s causing the problem and uninstall it.

I understand that it’s difficult to find that specific app that’s causing the problem. So, if you can’t find it, then backup your files and data especially ones that are saved in your phone and do the factory reset:

  1. Backup your data and files saved in the phone’s internal storage.
  2. Remove your Google account to deactivate the anti-theft function of the phone.
  3. From the Home screen, tap the Apps icon.
  4. Find and touch Settings.
  5. Go to Cloud and accounts.
  6. Touch Backup and reset.
  7. Tap Factory data reset, then Reset device.
  8. If you have turned on the screen lock, enter your PIN or password.
  9. Touch Continue.
  10. Touch Delete All.

After you’ve uninstalled the suspected apps or reset your phone and the problem remains, then it’s safe to assume that it’s a firmware issue, at least, for now.

Step 3: Rule out the possibility that it’s a firmware issue

After doing the first two steps and the issue is still bugging you, it’s time you went after the firmware itself. There’s a couple of procedures you need to do to rule this possibility out and if the problem remains after these procedures, then you need help from a technician.

The first procedure worth trying is wiping the cache partition. This will delete the system cache, which is very effective when it comes to fixing minor firmware problems. Here’s how you do it:

  1. Turn off your Samsung Galaxy S7 Edge.
  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.
  3. When the Samsung Galaxy S7 Edge shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  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.
  5. Using the Volume Down button, highlight the option ‘wipe cache partition’ and press the Power key to select it.
  6. Use the Volume Down button again to highlight ‘yes’ and press the Power key to select.
  7. It may take a few seconds to completely wipe the cache partition so wait a little.
  8. Once completed, the option ‘Reboot system now’ must be highlighted, so press the Power button to restart your phone.
  9. The Note 7 will then boot up normally.

With this, you don’t have to backup your data and files as they won’t be touched. However, if it fails, then you need to do the Master Reset, which will get rid of all your files, data, contacts, messages, etc. Needless to say, you need to back them up before you follow these steps:

  1. Backup your data and files saved in the phone’s internal storage.
  2. Remove your Google account to deactivate the anti-theft function of the phone.
  3. Turn off your Samsung Galaxy S7 Edge.
  4. 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.
  5. When the Samsung Galaxy S7 Edge shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  6. 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.
  7. Using the Volume Down button, highlight the option ‘wipe data / factory reset’’ and press the Power key to select it.
  8. Press the Volume Down button a few times to highlight ‘Yes — delete all user data’ and press the Power key to select it.
  9. It may take a few seconds to complete the reset so just wait.
  10. Once completed, the option ‘Reboot system now’ must be highlighted, so press the Power button to restart your phone.
  11. The Note 7 will then boot up normally.

I hope that this procedure can fix the problem for you so that you won’t be hassled going to a shop and explaining to the technician what happened to your phone and what the problem is.

Step 4: It’s probably a hardware issue, let the tech fix it

As far as troubleshooting is concerned, you’ve already done everything but to no avail. So, it’s time you let the professional handle it for you.

Go to a local shop or the store where you bought it have explain to the technician how the problem occurred or what you think happened prior to the problem. Remember, the more information you can provide, the easier it is for the tech to diagnose the problem and fix it. But I’m hoping you cannot reach this stage because it’s very inconvenient.

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