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AT&T Galaxy S6 won’t work on Sprint network, S Voice app gone after installing Marshmallow, other issues

One of the oft-overlooked factors when moving from one wireless carrier to another is the CDMA vs GSM aspect. In this post, we give a brief background on how to avoid heartaches when changing carriers, especially from a GSM to CDMA network. We also bring you 6 more other issues for the #GalaxyS6. All these issues are taken from submissions over the last few days.

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For those looking for other issues that may not be described here, please visit our main Galaxy S6 troubleshooting page. If you want to know some recent tidbits about Android via video, please also visit our YouTube page.

For now, here are the specific topics that we discuss in this article:

  1. Galaxy S6 only charges up to 90% | Galaxy S6 won’t fully charge to 100%
  2. S Voice app gone after installing Marshmallow on Galaxy S6 Edge Plus | OK Google not working on Galaxy S6 Edge Plus due to “microphone is not reachable, please reboot your phone.” error
  3. Waive fee after returning a Galaxy S6 Edge to store
  4. Galaxy S6 Edge Plus S Voice questions | How to launch S Voice in Galaxy S6 Edge Plus
  5. Galaxy S6 showing “no images/videos available” warning when opening Gallery app
  6. Galaxy S6 keeps freezing, randomly rebooting, and showing black screen after installing Android Marshmallow
  7. AT&T Galaxy S6 won’t work on Sprint network

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 S6 only charges up to 90% | Galaxy S6 won’t fully charge to 100%

Hello. My phone used to charge really quickly as i have fast charging but yesterday i saw that it charged fast from 44% to 80% but when it reached 80% it becomes so slow. It takes above 10 minutes to reach 81% so the problem is not with the adaptor or the cable i guess. I left it for 3 hours in charge even, after that it do not go above 90%. But if it does reach 100% when i remove the charger cable it went straight back to 90% or 89% in less than a minute. My phone used to charge from 15% to 100% in less than 1hours and 15mins.. 🙁 Please help me!! — Nirvanee

Solution: Hi Nirvanee. The operating system may not be reading battery level properly at this time so what you want to do is to retrain it. This is called battery calibration. Here’s how you do it:

  • Use the phone by playing games or doing tasks to hasten power discharge, until the phone turns itself off.
  • Turn the phone on again and let it turn itself off.
  • Charge the phone without turning it back on.
  • Wait until the battery says it fully charged to 100%
  • Unplug the charger and turn the phone on.
  • If the phone says it’s not 100% anymore, turn it off, plug the charger back in and wait until 100% charge is reached.
  • Unplug the charger the turn the phone on again.
  • Use the phone until you drain the battery down to 0.
  • Repeat the cycle once.

Problem #2: S Voice app gone after installing Marshmallow on Galaxy S6 Edge Plus | OK Google not working on Galaxy S6 Edge Plus due to “microphone is not reachable, please reboot your phone.” error

Hi guys. I arrived to your posts due to a problem I am having on my S6 Edge Plus. I have just upgraded it to Android Marshmallow and when I turn it on I received a notification that I must download a S Voice service provider. But when it takes me to the Galaxy apps page it says there is no application compatible with my device and closes it back. The OK Google function doesn’t work either because it says “microphone is not reachable, please reboot your phone.”

I guess the S Voice app is messing somewhere around but I do not where to look. I tried disabling it and also erasing cache, installing it back but the error persist. Would you help me? I do want to take the factory reset option (yet).

I attached some screen captures in case it helps. Thanks a lot for your time!

Atentamente. — Federico

Solution: Hi Federico. If the Clear cache and Clear Data buttons on the S Voice app info page did no help, the only solution left for you is factory reset. This will force the phone to restore all software defaults, including that of S Voice and OK Google. Here’s how to do it:

  • Turn off your Samsung Galaxy S6 Edge.
  • Press and hold the Volume Up, Home and Power keys together.
  • When the device powers on and displays ‘Power on logo’, release all keys and the Android icon will appear on the screen.
  • Wait until the Android Recovery Screen appears after about 30 seconds.
  • Using the Volume Down key, highlight the option, ‘wipe data/factory reset’ and press the Power key to select it.
  • Press the Volume Down button again until the option ‘Yes — delete all user data’ is highlighted and then press the Power key to select it.
  • After the reset is complete, highlight ‘Reboot system now’ and hit the Power key to restart the phone.

Problem #3: Waive fee after returning a Galaxy S6 Edge to store

Hi. My name is Connie and I have a Galaxy S6 Edge. It fell in the toilet. For one day I put it in rice hoping it would helped. It didn’t turn on. I took it to the store to see what my options were, but they said there was nothing I could do to revived it and that I had to buy a new one! I didn’t want to give up on it, because it had my pictures of the last year are in it.  When I got home,  I contacted the Samsung support and they also, corroborated what the seller guys told me at the store. “There’s nothing you can do, it’s broken, you need a new one ” and since it was my fault for not having it synchronized with my Gmail account, (which I was never told about the importance of it) I believed them, and I  bought another one, but still I didn’t want to give up on it!

So, I connected to the charger and my heart jumped in excitement! No one told me to connect it, they just wanted me to buy the next one. Surprisingly, in an effort to recover my history in pictures of the last year,  I just connected to the charger and it turned on!!! I don’t know if it’s going to work well, but so far, it’s doing good. 

The problem is that now I have two cellular phones and I don’t think it is fair that the customer support didn’t do what they’re supposed to: help the customers and provide specialized service and support when we need it most. 

I’ll have to return the new phone, but they’re going to charge me  with a restocking fee of $50. What can I do to wave that fee? If there’s anything that I can do,  please,  let me know! I’ll really appreciate it! — Connie

Solution: Hi Connie. First of all, we want to emphasize that exposing internal components to liquid can both have short-term and long-term damage if not dealt properly. If by some miracle no liquid was able to go inside the device and touched any electronic component, that’s good. We don’t think that’s the case though since you were not able to turn it back on right away a day after the phone took a dive. Unlike the Galaxy S5 and Galaxy S7, both of which enjoy some form of water protection, the Galaxy S6 Edge does not. If the water exposure is that extensive, you still want to have the hardware checked (and cleaned) just to be sure. That means opening the device and thoroughly checking the motherboard. Keep in mind that corrosion on the motherboard can sometimes take weeks, if not months, to become full blown, meaning there will be permanent damage in the phone. Opening the phone will allow a technician check if there’s a developing corrosion at this time. If that’s the case, it’s only a matter of time before the device will start showing problems. If there’s a repair center in your area that can check your phone, make sure not to skip it. This will not only put you in a better position to decide whether or not to go ahead with the return of the new phone, but will also help set expectations that your current damaged S6 will not last longer than usual.

The answer to your main question really depends on the store’s policy regarding items being returned. It’s common practice for stores to charge a customer if they return an item before a specified date but some even won’t accept returned electronic devices at all. You have to talk to the store’s management if you want to exempt yourself from their usual policy regarding returned items.

Problem #4: Galaxy S6 Edge Plus S Voice questions | How to launch S Voice in Galaxy S6 Edge Plus

Hi there. I have the Samsung S6 Edge Plus and it’s pretty good so far. But it’s very different from my Note 3. When I used to use the S voice and talk to Galaxy I was able to do that with the home button. For some reason that doesn’t look like an option for the S6 Edge Plus. Is there any way to make S Voice my home button again or is that impossible. Also I noticed that the S Voice talk very fast and sometimes I can’t understand what it’s saying. Is there a way that I can actually make it talk a little bit slower. It basically sounds like a little robot. I hope that you can take the time to actually read this email and actually help me. Thank you for your time. — Janice

Solution: Hi Janice. In older Galaxy S devices, S Voice can be launched by tapping the Home button but in the Galaxy S6, that same button is now reserved for Google Now. In order to open S Voice in a Galaxy S6, S6 Edge, and S6 Edge Plus, you must either go via the Application drawer or wake it up using voice commands.

As far as the S Voice voice is concerned, no, there’s no way you can change the rate of its speech. This is a proprietary Samsung virtual assistant software just like Siri in Apple devices so user or community modifications are not allowed.

Problem #5: Galaxy S6 showing “no images/videos available” warning when opening Gallery app

Hello. I apologize for bothering you with this minor issue. On my Galaxy S6 when I attempt to open the Gallery. it looks as if it’s opening then all of a sudden I get a “no images/videos available” and it closes automatically. I then cleared cache & data and didn’t help. Then I entered safe mode & attempted to open it and this time it opened. So I know it’s not a firmware issue. So I cleared cache & data once again. I came out of safe mode and once again attempted to open the gallery & received the “no images/video’s available” warning. Just to clarify this “no images/video’s available” warning isn’t a warning box that pops up & has an OK Box that I can clear. It’s just one that pops up & instantly disappears as the gallery closes. So now I’m stumped as I can uninstall & reinstall as it’s a pre-loaded app. That’s why I’m bothering you with this. Thank you for taking the time to read this & I look forward to hearing from you. Respectfully. — Ron

Solution: Hi Ron. If the Gallery app works normally when you first boot the phone to safe mode, then that means that a third party app (and not the Gallery app itself) is causing the problem. You don’t need to uninstall the Gallery app but need to identify the cause. To do that, you must remove third party apps one by one until you will be able to open Gallery app in normal mode. For example, if you have 10 third party apps installed right now, you need to uninstall them individually, making sure that you check how Gallery app works after each app removal — uninstall and observe, uninstall and observe. Do this same cycle until you’ve removed the cause.

Problem #6: Galaxy S6 keeps freezing, randomly rebooting, and showing black screen after installing Android Marshmallow

Hello. Samsung Galaxy S6. It seems that since the most recent update to Marshmallow, my S6 has been freezing multiple times a day (on average 4 times), rebooting on its own, going to a black screen and then not being able to turn it on or off. I have tried factory resetting the device multiple times, wiping the cache, forcing it to turn on and off using the home, power, and volume down buttons, but nothing seems to work. I even sent it in to square trade to get looked at, they replaced the battery, but it didn’t help. — Megan

Solution: Hi Megan. Another good thing to do if you experience problems after a software system update is to ensure that all apps are compatible with the new operating system. This is the most often overlooked solution to post-update problems. Not all developers are keen enough to make sure their apps will work with the latest Android version. Do another round of factory reset and observe how the phone works without installing any app. If the phone works normally without the apps, that should tell you that our hunch is correct. Again, don’t forget to update apps. Try to check if each of them is updated to work with Marshmallow. If you aren’t sure if one is compatible or not, don’t install it.

Problem #7: AT&T Galaxy S6 won’t work on Sprint network

I got a real good deal on a Samsung Galaxy S6 64 GB phone that was AT&T owned.  I requested a unlock AT&T so that I could activate my phone with my carrier Sprint which I am a Boost Mobile customer. AT&T were very helpful and help me get the phone unlocked and I did so.  I then went to activate it and Boost Mobile could not activate the IMEI number so they would not activate it for me. So I called AT&T asked them if the unlock was done right; they said it was. The problem is that Sprint and Boost Mobile do not do SIM cards in their phones as a main stay as far as SIM card go. So that is why they cannot locate the IMEI number. This is where my question lies: how can I get Sprint to accept this phone and let me activate to continue my service with them?

I did all the reading I could and thought I had done my homework before getting the phone. I did not read or hear that Sprint does not like to take phones that don’t have them listed as prime source. I’m confused on what to do and how to continue. If anyone can trouble shoot this for me I would be grateful. I just don’t know how I can get Sprint to except the IMEI number when they won’t even help me get it activated.  Very sad to have this going on with Sprint. I had their back until now and now I am not so sure.  — Darrin

Solution: Hi Darrin. The main reason why you’re having this problem right now is incompatibility. AT&T uses GSM technology while Sprint in on CDMA. Both of these technologies don’t mix, which means that, in general sense, you can’t use an AT&T device on Sprint network and vice versa (there are a few exceptions of course but they depend on what type of phone you have). We know that AT&T has already unlocked your phone but it only means that it can now use another SIM card from another GSM network and nothing more.

Wireless carriers that uses GSM technology store subscriber information on SIM cards. As long as the phone is not blacklisted, has been network unlocked, and you have an activated SIM card, you can use the phone on any GSM network. This is not true when moving a GSM phone to a CDMA network like Sprint.

CDMA networks does not use SIM cards to store their subscriber’s information. Instead, these information are programmed into the phone itself so it’s more difficult to make a CDMA phone work on a non-CDMA network. While most CDMA phones nowadays have available SIM card slot, this is not to allow these phone to work like regular GSM phones. The SIM card slots on CDMA phones are there to allow 4G LTE to work, since LTE technology is just a modified GSM technology. Subscriber information are still stored in the phone itself and not on the SIM card. CDMA phones’ hardware are built significantly different from GSM phones even though they may be of the same model line. Even CDMA phones outside of Sprint (like the ones from Verizon) may not also work due to this limitation. This is the main reason why your network unlocked AT&T S6 won’t work with Sprint. Even if the phone’s IMEI is not blacklisted, there’s just nothing Sprint can’t do about it because the problem is on hardware level. We’re pretty sure Sprint would love to welcome you in their network but your phone is not just compatible with their system.

 


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