Hello Android community! Welcome to another new series of posts that answers some questions about #GalaxyS7 issues. There are 6 issues here that may be similar or identical to your issue so we hope that this material will be of help. If you sent us a request for help lately but are yet to see it published, please continue to watch out for more S7 articles in the near future.
- Galaxy S7 loses mobile data connection
- Galaxy S7 Edge not syncing contact photos properly with Sync2 app
- Galaxy S7 Edge sends 4 different copies of the same image
- Galaxy S7 Edge call answer buttons won’t appear when connected to Wi-Fi
- Sprint Galaxy S7 not booting normally
- Galaxy S7 Edge touchscreen won’t turn on
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.
I’ve been using S7 Edge for 6 months and it was fine till this 1 night. Everything was as usual, me using it to browse Facebook and played some games while waiting for dinner to be served. Dinner is served, me putting away my phone and had my dinner. When I was done, I got back to my phone and I was devastated to find out that I couldn’t connect to the internet. No Facebook, no Whatsapp, No Wechat, No Google, No INTERNET.
I reset phone, checked data usage and even called the operator and confirmed that i have plenty of data left unused for the month. Reset phone again, not working. Reset cache, not working. Boot using safe mode, still no internet. oooh and my other few relative using same operator have their internet so no problem with the network provider. — Jason
Solution: Hi Jason. Since this is obviously not a carrier issue and you’ve already tried some basic software troubleshooting, the next step that you must try is factory reset. This will help you determine if a firmware glitch may have developed preventing the phone to lose cellular connection. Make sure to create a back up all your important files before you do this step. To factory reset your phone, kindly do the following 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.
Keep in mind that mobile data connection can also fail if the chip that handles cellular traffic is physically damaged. If nothing will change after you factory reset the device, you can bet that hardware malfunction is causing it. Find a way to have your phone replaced.
I am currently experiencing problems with the syncing of Contact photos on my Samsung Galaxy S7 Edge phone. I sync Contacts from Microsoft Outlook 2010 to Google Mail. Then, as I understand it, I sync Google mail Contacts to Samsung phone using Sync2. Sometimes the Contact images are fine, and stay that way. Sometimes, the images load blurry with a small circle in the bottom left-hand corner. (I have attached a confidential copy of an image of the phone screen). Then, some of the good images at a later date, also turn blurry.
Google are stating that there is nothing wrong their end. Ditto, Microsoft and Sync2. However, this situation can be very frustrating. We have tried taking a screenshot of the images, and downloading in various ways, but nothing stops this happening. We have reset all sorts of things, etc. We have kept the images/screenshots in the Gallery, still the same. We have deleted the images in the Gallery, still the same. Have you heard of this happening to other Samsung phone users, and if so, what is the solution? Many thanks. — Jean
Solution: Hi Jean. You’re the first one to have called our attention for this particular problem, most probably because it’s also the first time we hear about Sync2. We are not familiar with this third party app and service so we recommend that you continue to work with them to get a resolution. Upon checking their Google Play Store page, it looks like their technical support team attends to reviews posted by users like you so we strongly recommend that you also post your own review of this app.
I wish that I could attach a picture so I could show you. I have an S7 Edge and my boyfriend has an LG V10. I sent him a picture of my dog laying by the door and for some reason when he received it, it broke it up into 4 different colored pictures of the same picture, if that makes sense. Like it took the picture divided into four and all four sides are different color schemes. It looks really messed up and it’s one thing I’m starting not to like about my S7 Edge. I used to have a Samsung Galaxy Mega and honestly I like that slow ass phone way better than I like this one this phone is constantly messing up especially with Snapchat and my camera and my locks, and now I can’t even send pictures to other people that aren’t even iPhones. Please help. I paid a lot of money for this phone. Thank you. — Cierra
Solution: Hi Cierra. We are yet to hear of similar or identical problem from other Galaxy S7 users so we can’t say for sure if it’s a phone or app issue. We would like to think that it may be an app issue. What app is directly responsible is yet to be determined though. This problem can caused by a bad messaging app you’re using to send the photo, or it can be the camera or any third party app that associates itself to the camera app.
Boot your S7 to safe mode
The first thing you want to try is boot the phone in safe mode so you can check if a third party app is to blame. Restarting your phone in safe mode prevents third party apps from running so if the issue won’t occur, you can bet the problem is being caused by an app you installed. To boot your S7 in safe mode, follow these steps:
- 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.
- Observe the phone for sometime and try to replicate the issue by sending another photo to your boyfriend’s phone. If the issue won’t occur, uninstall all third party apps starting from the most recent until the problem is eliminated.
Reset the camera app
If the problem happens when in safe mode, the next logical step is to reset the camera app itself. You can do that by opening the camera app and going under settings menu. Once you’ve reset the camera app, replicate the issue again by sending a photo. If the issue persists, you can also wipe the camera app’s cache and data by doing the following steps:
- Go to Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
- Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6.0.
- Once in there, look for the camera app and tap it.
- You’ll now see a list of stuff that gives you information about the app, including Storage, Permissions, Memory Use, and more. These are all clickable items. You’ll want to click on Storage.
- You should now clearly see the Clear Data and Clear Cache buttons for the application.
Wipe the cache partition
If the issue coincidentally happens after you installed an app or Android update, you can also wipe the cache partition. This can be safely done and is even recommended to be done regularly whether you notice a problem or not. Here are the steps:
- 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 cache partition.’
- Once highlighted, you may press the Power key to select it.
- Now highlight the option ‘Yes’ 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.
Finally, if nothing will work, don’t hesitate to see how the phone works after you reset all software to their default state via factory reset. Once you’ve done the factory reset, make sure not to re-install your apps right away. Instead, let your phone stand for a few hours without any new installation so you can check if sending of an image will work normally. If it does, then one of your apps or updates is the culprit.
Hi. When my Galaxy S7 Edge receives a call it rings but does not appear to wake up. If I touch the screen I can unlock it but there are no buttons to answer the call. I have also tried answering with the home button and it does not answer even though it is enabled. I have noticed the problem only occurs when I am connected to my home network via Wi-Fi. If I switch the Wi-Fi off on the phone it accepts calls OK and the green & red buttons appear. It also accepts calls OK when connected to Wi-Fi when in safe mode. So I assume this means that it is an app that is causing the problem. How do I detect what app it is without doing a factory reset and losing all my data and apps. My work around at the moment is to keep Wi-Fi off and use my data connection instead but this is not ideal. Thanks. — Mick
Solution: Hi Mick. There’s no clear-cut way to identify which of your apps may be causing the issue. The only thing that you can do is to do a trial-and-error uninstall. This means you have to uninstall third party apps until the problem is gone. We recommend that you start the process by removing third party apps that use Wi-Fi and connects to a phone app as well. We have no list of apps installed on your phone so we can’t be more specific.
Hello. This is for a S7 on Sprint. You have some great info on your site. I tried them all and nothing works. Here is my problem. They did a firmware update last night. I let it download and said install and then just left it there and went to bed. When i got up this morning it was showing the android screen for about 5 seconds (normal), then it would go black for a couple seconds and then show the Android screen again. It wouldn’t get past that screen. So i found your website and tried all of them. now it says in the upper left hand corner ‘recovery booting…’ The only thing that changes it is if i push the home key and the volume down and then it comes to a blue warning screen and if i push the volume down key it say downloading something that takes about .5 seconds. and goes right back to the recovery booting again. if i do it the other way it just goes straight to that screen without the really short download page. i have tried it plugged in and not plugged in. Please respond by email. Thanks. any ideas? — Shawn
Solution: Hi Shawn. First of all, we don’t respond by email; we want our answers to be publicly available so the rest of the Android community can see them as well.
Secondly, there are only three things a user can do when faced with issues after installing Android update (assuming you’re talking of over-the-air update). These things are:
- wiping the cache partition
- making sure that ALL apps are compatible and updated
- performing a factory reset
If you’ve done them already but the phone remains stuck in recovery mode, you must let your carrier know of the issue so they can check if their released firmware is causing it. They may also simply replace the phone if they can’t identify the problem.
If you rooted the phone or installed third party or unofficial software on the phone, make sure to consult the developer of the software you used.
Hi! They bought me a Samsung S7 Edge from B&H 2 weeks ago. i am in Argentina. i started using it on Thursday without any problems. On tuesday i was buying it a cover and they turned it off at the shop so as not to hurt the phone. When i turned it on again the touchscreen no longer worked and by restarting the phone the same happens. i cannot even turn it off. what appears is “insert your pin number” and the dialing pad at times when i press a button on the side or the main button but the touchscreen looks as if it was dead. i did not hit the phone or anything. What could be the problem? Here in samsung Argentina they told me that it could be either the touchscreen or the “mother” plaque of the phone. Please help me! B&H, Ssquaretrade insure and Samsung are not taking responsibility for it. — Maria Luisa
Solution: Hi Maria Luisa. If the only thing you’ve done differently before the problem occurred was to buy a cover for the phone, then the people in the shop who handled your device may have done something to break it. Try removing the cover or the touchscreen protector (if you have it) and see if that will help in making the touchscreen work. Otherwise, your only means of resolution is to have the phone checked for possible repair or replacement.
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