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How to fix a frozen Samsung Galaxy S7 Edge with its touchscreen and keys not working [Troubleshooting Guide]

We have received quite several complaints from our readers who were complaining about their #Samsung #Galaxy S7 Edge (#S7Edge) devices that became frozen or unresponsive for some reason. The term “frozen” is actually an understatement because more often when the device freezes, it’s the firmware that has issues. However, there are also cases wherein the phone becomes unresponsive due to apps crashing. If your phone freezes and you don’t know what caused it, then it’s best that you troubleshoot it as there’s always a chance you’ll be able to fix it.

Below is a troubleshooting guide you can follow to troubleshoot your S7 Edge that became unresponsive. I also cited a couple of issues that best describe the problem that way you can compare your problem with them to see if they’re similar because if so, then you can use the procedure below.

Before anything else, if you have other issues with your phone, make sure you visit our S7 Edge troubleshooting page for we have already addressed hundreds of problems with this phone. Try to find issues that are similar with yours and use the solutions we suggested. If they don’t work for you, then you may want to contact us. Just fill up our Android issues questionnaire and hit submit to get in touch with us. Don’t worry, it’s free.

Troubleshooting a frozen Galaxy S7 Edge

First off, this is a troubleshooting guide. There is no guarantee that we can fix the problem but in this post, we will try to determine what the problem really is and what caused it. That way, we can be able to formulate a procedure that might just fix it. But before anything else, here’s one problem sent by one of our readers…

Hi. My Samsung Galaxy S7 Edge is just 3 months old and it doesn’t work anymore. It turned off one day and it took a couple of days before I was able to turn it back on. Then the screen just froze and won’t respond. Whatever I do the device just won’t respond. I don’t know how to fix this and I would have to travel at least 30 miles to be able to talk to a tech and have the device checked. If you guys could suggest things I could try to fix this problem, that would be very helpful. Thanks a lot!

Now that you have an idea how this problem occurs, here’s what you need to do:

Step 1: Force reboot your Galaxy S7 Edge

A forced restart procedure will fix minor firmware and hardware issues including frozen and unresponsive screen. This should be the first thing you should do especially if the problem occurred without apparent reason. It’s easy and safe to do not to mention it’s very effective when it comes to both firmware and hardware glitches.

Press and hold the Volume Down and Power keys together for 10 seconds and the phone should reboot provided that the phone is currently experiencing minor firmware or hardware issue and that there’s enough battery to power all the components up.

Step 2: Try booting your phone up in safe mode

Assuming the phone remained unresponsive after doing the forced reboot procedure, then it’s time you try booting it up in safe mode. Doing this will temporarily disable all third-party apps that may have caused the issue. There’s a chance the phone will boot up in this mode so it’s worth a try.

  1. Press and hold the Power key.
  2. As soon as you can see the ‘Samsung Galaxy S7 EDGE’ on the screen, release the Power key and immediately hold the Volume Down key.
  3. Continue holding the Volume Down button until the device finishes rebooting.
  4. You may release it when you can see ‘Safe mode’ in the bottom left corner of the screen.

If your S7 Edge has successfully booted up in this mode, then you need to find and uninstall the third-party apps that caused it to freeze and become unresponsive. Try uninstalling apps your recently installed.p

Step 3: Try booting up in Recovery Mode and wipe cache partition

System caches get corrupted all the time and while we cannot guarantee that issues may occur when it happens, we also can’t be sure that there won’t be any problems. Therefore, it’s better that you delete all previous system caches so that the phone will create new ones that are completely compatible with the system. So try to start up your phone in recovery mode and wipe the cache partition if you’re successful:
Turn off the phone.

  1. Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  2. When the Samsung Galaxy S7 Edge shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  3. When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
  4. Using the Volume Down key, navigate through the options and highlight ‘wipe cache partition.’
  5. Once highlighted, you may press the Power key to select it.
  6. Now highlight the option ‘Yes’ using the Volume Down key and press the Power button to select it.
  7. Wait until your phone is finished wiping the cache partition. Once completed, highlight ‘Reboot system now’ and press the Power key.
  8. The phone will now reboot longer than usual.

Step 4: Also try to do master reset while in Recovery Mode

Assuming the phone successfully booted up into the Recovery Mode and wiping the cache partition failed to fix the problem, then you should try to reset your phone. This will delete all your files and data but it can potentially fix the problem as it will bring the device back to its default settings or a configuration that works. So, backup your data and files and do the following:

  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 key, navigate through the options and highlight ‘wipe data / factory reset.’
  6. Once highlighted, you may press the Power key to select it.
  7. Now highlight the option ‘Yes — delete all user data’ using the Volume Down key and press the Power button to select it.
  8. Wait until your phone is finished doing the Master Reset. Once completed, highlight ‘Reboot system now’ and press the Power key.
  9. The phone will now reboot longer than usual.

Step 5: Send the phone in for checkup / repair

There’s no guarantee that the aforementioned steps will be problem. They have been based on our own experiences as well as testimonies from our readers who were able to successfully fix the problems with their phones. But every problem is different. In fact, the following problem from our reader is evident the procedures above may not work sometimes…

Hello My problem that my Galaxy S7 Edge after 1 month using it, suddenly everything stop and i can’t touch or press any key and sometimes it’s shut down automatically and sometimes not until I keep pressing power key with the volume down key then it’s restart. I searched and I tried 3 solutions and the problem still exists and the solutions are: 1-open the mobile in safe mode . 2- wipe cache system and then reboot. 3- reset the mobile by two ways factory reset and wipe factory reset. I hope that you can help me because it’s happening 5 times continuously.

So, in this case, all you need to do is seek help from a technician. Bring the phone back to the store or to a shop where it can be checked and probably repaired.

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