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Can’t hear caller when T-Mobile Galaxy S7 wi-fi calling is OFF or out of range, other issues

We’re finally getting a confirmation that the latest Android iteration, #AndroidNougat (Android 7.0), has finally been released for the #GalaxyS7 and S7 Edge in South Korea. This means that other regions may be getting the awaited update before 2016 will end. Like you, we’re also excited how the new official Android version looks in the Galaxy S and Note series. Until then, let’s continue to address S7 issues as they come.

s7

This post covers 6 more problems as reported by other S7 users. If you’ve don’t find a solution for your own S7 issue here, make sure to visit our main Galaxy S7 troubleshooting page. In the meantime, below are the specific issues that we address in this article today:

  1. Galaxy S7 cannot send MMS
  2. Galaxy S7 keeps pausing when playing videos
  3. Verizon Galaxy S7 MMS not working when using AT&T SIM card
  4. Galaxy S7 no longer boots back up after installing Android update
  5. Can’t hear caller when T-Mobile Galaxy S7 wi-fi calling is OFF or out of range
  6. Galaxy S7 won’t connect to work wi-fi 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 S7 cannot send MMS

Hi I’m having issues sending MMS. I can text no problem. I have contacted my service provider to confirm my APN settings are correct for MMS and internet which they are but they asked me to add a new APN for mms as all the options are greyed out so am unable to edit. I have done this. They are greyed out too for Internet but I can connect to my data so assume the settings are fine. I have tried a few numbers on both wifi and data connection separately with no luck. The service provider say they can’t help further which is highly frustrating. I really hope you can help. Thanks in advance. — Michelle

Solution: Hi Michelle. There can be a number of possible reasons why a phone is unable to send MMS. Because there’s no way to know the exact cause, you must do a number of troubleshooting steps to nail it. Below are the things that you can try:

  • Make sure that your phone has good signal reception. If you are located in an area where mobile data and/or cellular signal is weak, MMS sending may take longer than usual, or may not even work at all.
  • Inbox is full. Before attempting to send another MMS, make sure to delete old SMS and MMS threads to make more room for the sent items folder.
  • Reset network selection. Sometimes, changing network modes and temporarily disconnecting from one’s network can do the trick. Try to cut the connection to your network by connecting to another one in range. Once you’ve done that, force the phone to connect the phone to an unregistered network until the phone prompts you that no connection can be established. Then reconnect to your own network one more time before attempting to send another MMS.
  • MMS must be activated. Another important thing that you must do is ensure that your account permits MMS service. This can only be checked by your carrier’s technical support team so make sure to contact them about it.
  • Operating system restriction. Some carriers may put a software restriction on their devices that even if they’ve been network unlocked, MMS may still not work. We’ve received multiple reports of some former Verizon devices having this problem. If your phone is originally from Verizon, MMS may not work properly if you’re using other wireless carriers now.
  • Try factory reset. If all else fails, try restoring the phone’s software settings to default to see any difference. Here’s how to do it:
    • Create a backup of your irreplaceable files and contacts.
    • 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 data / factory reset.’
    • Once highlighted, you may press the Power key to select it.
    • Now highlight the option ‘Yes — delete all user data’ 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.

Problem #2: Galaxy S7 keeps pausing when playing videos

I recently came to China and installed a VPN (not sure if this matters but I try describing everything). I used it for about 2 weeks and my phone was perfectly fine. But then my phone wifi suddenly kept pausing and then starts again. For example, while I’m watching YouTube, the video will stop and I have to press play again. Or when I use a app that uses WiFi the app will pause and then go back to the app home screen. I already tried everything you suggested and even factory reset ed twice but the problem still happens. The only thing I didn’t do was update the phone. But I’m unable to because my wifi connection is unstable because of the pause so I can’t update. — Jonathan

Solution: Hi Jonathan. If factory reset did not improve the situation, that’s probably because the issue is not the device but something outside it. The problem may be on the Wi-Fi network you’re using. If you have another wireless device like another smartphone, try to observe if the issue on your S7 also occurs on the second one. If it does, you must troubleshoot your Wi-fi network or have someone do it for you.

On the other hand, if the issue does not happen on the second device when connected to the same Wi-fi network, the issue must lie on your Galaxy S7 itself. To troubleshoot it, try booting it in safe mode first. This will help you tell if a third party app is creating a conflict. To boot 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.

Remember, while safe mode is on, all third party apps and services will not run. If the issue remains even though safe mode is on, the issue must not be related to one of your installed apps. If the result is opposite and the issue appears to be absent when safe mode is enabled, you must continue troubleshooting until the cause is eliminated. Now, safe mode won’t help you pinpoint the offending app so you must do trial-and-error to identify it. This means uninstalling apps one by one and checking if the issue remains after each uninstall. This is going to take you time but it’s the only effective way to trace a problematic application.

If you have lots of apps, we suggest that you do the opposite by doing another round of factory reset, then observing the phone afterwards without installing any app. Then when you’re positive that the problem don’t occur when no third party apps are installed, you can start installing apps again individually. Just like in safe mode, make sure that you observe how the phone works after you install a single app.

Problem #3: Verizon Galaxy S7 MMS not working when using AT&T SIM card

Hello. I’m writing in regards to a problem I’m having using a Samsung Galaxy Edge 7. I’m using an AT&T SIM card, in a Verizon Samsung Galaxy S7 Edge. I have full functionality of the phone, but I am unable to send or receive MMS. I have the correct APN setting for my network, and have had AT&T update my IMEI. They weren’t able to offer any advice other than inputting the correct APN Settings. If I’m connected to Wifi the message won’t come through at all, but if I’m not, I will receive the message, and upon clicking the ‘download’ button for the image in the txt, I receive the error code I have input below. — Chris

Solution: Hi Chris. As mentioned above for Michelle, Verizon devices usually shows MMS problems if used on other networks. Sadly, there’s no known effective method to bypass the software code that prevents MMS from working properly in Verizon devices. This means that you must start accepting the fact that you will never be able to use MMS on this phone if you stay with AT&T or other non-Verizon networks.

Problem #4: Galaxy S7 no longer boots back up after installing Android update

To whom it may concern. Last week Monday i saw that my phone ran the software update by itself without me even doing or choosing anything. Ever since then I have been having trouble with my phone with my setting being completely disorganized and changed. Some of my things are just gone. I keep getting this pop up of NFC not supported. When i get emails or Whatsapps etc, i don’t get any notification pop ups in the top corner of my phone. it just beeps or vibrates even if i don’t have any of those. it also just keeps beeping or vibrating. My home key (middle of phone) and my left corner key next to the home key does not work at all.

Now, yesterday i couldn’t receive any calls and more problems occurred. so last night i went and backed up all my things and loaded it on to my laptop and cleared my phone and did a factory reset, once all of that was done and the reset finished i put my phone on and everything worked like normal again. so i left it and put it on charge. now this morning when i took my phone i saw that it is off and does not want to go back on. i’ve been charging my phone for the past 9 hours now and it still doesn’t want to go on and seems like it’s not charging. I really do hope that you can help me cause i’ve been to a lot off places and phoned a lot of places and no one can help me because they don’t know what’s wrong with it, or they can’t help because it’s not normal for my Samsung S7 to do it, and they don’t have the problems on their system to help. — Danielle

Solution: Hi Danielle. Since the main problem now is on how to boot the phone back up, we suggest that you try to see if you can power on the phone to other modes. Below are the steps that you can try:

Boot in Recovery mode:

  • Charge the phone for at least 30 minutes.
  • 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.’
  • You can either wipe the cache partition or do a factory reset when in this mode.

Boot in Download Mode:

  • Charge the phone for at least 30 minutes.
  • Press and then hold the Home and Volume DOWN 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 DOWN keys.
  • Wait until the Download screen appears.
  • If you can boot the phone in download mode but not in other modes, that means that your only way out may be to flash a stock or custom firmware. This means that for some reason, the phone no longer has the capability to boot in normal mode and the only way to get it back to working order is by manually installing an official Samsung operating system. This procedure can be tricky for first timers and can potentially brick your device so make sure that you use a reliable guide. You also need to select the correct firmware (operating system) version. Use Google to look for a good guide on how to do it.

Boot in safe mode:

  • Charge the phone for at least 30 minutes.
  • 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.
  • The only difference of safe mode from normal mode is that the former prevents third party apps from running. If you can boot the phone in safe mode but not in normal mode, uninstall all apps (that prevents you from booting normally) until the issue is eliminated.

Problem #5: Can’t hear caller when T-Mobile Galaxy S7 wi-fi calling is OFF or out of range

Hi. I’m hoping you can help me. I have a Samsung S7. All of a sudden I can’t hear the caller and they can’t hear me. I got a new phone so I decided to do a factory reset so my kids could use the phone. After the reset I was able to make a call and hear it. I proceeded to set up the phone and put apps on it. I switched it to network calling etc etc. Then got a phone call and could hear nothing. I did a wiping of cache…didn’t work. I started in safe mode…didn’t work. Then I remembered that I switched calling from wifi to network. I switched it back to wifi calling and I can hear and they can hear me. Only thing is I can’t keep it on wifi calling when I’m not at home. Do you have any idea why it’s doing this? I went to T-Mobile and they said “oh you should just buy this new phone.” They didn’t even want to help me. I took my SIM card out of the S7 and put it in my S3 and I can hear calls etc etc so it’s not my service. Help me please. — Amber

Solution: Hi Amber. This issue can be caused by some settings under Wi-Fi calling menu so make sure that you check them. Below are the steps that you can try:

  • Turn on Wi-Fi and connect to a Wi-Fi network.
  • From any Home screen, tap the Apps icon.
  • Tap Settings.
  • If necessary, slide the Wi-Fi Switch right to the ON position.
  • Scroll to “Connections,” then tap More connection settings.
  • Tap Wi-Fi Calling.
  • Make sure NOT to select “Never use Cellular Network.”

If the steps above won’t work, you can also try to enable VoLTE. Here’s how:

  • Tap Phone app.
  • Go to Keypad tab.
  • Tap More options.
  • Tap Settings.
  • Tap Call.
  • Go to Voice over LTE settings.
  • Tap Use VoLTE when available.

Problem #6: Galaxy S7 won’t connect to work wi-fi network

Hello. I used to have the S5 and had the same issue. Now I have the S7 and when connecting to my work wifi, it would not work. So then I tried changing the IP status to static and manually entering the IP address from my work computer. Now it connects, but does not actually work. I cannot run the browser or the app store, it says network error or is not connected.

How do I fix this? Maybe it’s problematic because my computer desktop and my phone are running off the same IP address? I even tweaked the DNS, but the problem persists. I don’t want to eat data! Help!

Thanks. — AK

Solution: Hi AK. Having two devices (smartphone and PC) sharing the same IP address in one wi-fi network almost always does not work. If you’re having trouble connecting to your work wi-fi only (and assuming this phone does not have any problem working on other wi-fi networks), you must seek the help of your IT department. They may have set some form of restriction that prevents unknown or unregistered devices from connecting to the network. Once you’ve made sure that your phone is now registered to connect to the network, make sure to switch back network settings on your phone to automatic or DHCP and not static.

 


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