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Galaxy S7 can’t install update, stuck in boot loop, can’t display MMS, other issues

Welcome to another #GalaxyS7 troubleshooting post for the day. We bring you 9 more S7 issues and their respective solutions. If you can’t find a solution for your own problem in this one, make sure to keep watching for more S7 articles in the coming days.

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.

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.

Below are specific topics we’re bringing for you today:

Problem 1: Galaxy S7 showing corrupted photos after moving them to an SD card

I recently purchased a 256GB Samsung SD card for my S7. Copied everything from my 32GB over to the 256GB after formatting. However, when I access the Gallery or the My Files to look at the picture they show up as a gray screen with a “!” inside a triangle. I don’t understand. I can see the pictures on a laptop just fine. — Travis

Solution: Hi Travis. First of all, make sure to create a backup of your files in another device like your laptop. Doing so will prevent any data loss that may happen during and after troubleshooting.

Once you’ve done that, try to reformat the 250GB SD card and move 1 more photo to it. Check what happens. If the same problem occurs, consider wiping the cache and data of the Gallery app as the problem is most probably coming from there.

Here are the steps on who to delete an app’s cache and data:

  1. Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
  2. Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6 or 7.
  3. Once in there, click on an application.
  4. 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.
  5. You should now clearly see the Clear Data and Clear Cache buttons for the application.

Wiping the cache partition may also help in this situation so make sure to try that as well if the problem stays after clearing the Gallery app’s cache and data. Here’s how:

  1. Turn off your Samsung Galaxy S7.
  2. Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  3. When the Samsung Galaxy S7 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.
  5. Using the Volume Down key, navigate through the options and highlight ‘wipe cache partition.’
  6. Once highlighted, you may press the Power key to select it.
  7. Now highlight the option ‘Yes’ 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.

Problem 2: Galaxy S7 won’t charge, won’t turn on

The phone appears to acknowledge the charger (the lightning symbol turns on), but it does not actually charge. It is a factory cable. I’ve tested the cable on other phones and they charge fine. I’ve attempted rebooting, and soft reset, and still have the issue. I also attempted to boot into recovery mode. When I get to the “installing system updates” screen the phone shuts down. Unfortunately when I received the phone to troubleshoot, it was only at 1% so there isn’t much I can do if out isn’t getting a charge, but I figured I’d ask here anyway. If the phone can “see” the cable is it still potentially a hardware issue? — Carol 

Solution: Hi Carol. Identifying the cause of an issue like this is tricky but based on our own experience and reports from other users, bad hardware is almost always to blame. To know whether our suspicion is true, a professional must check the hardware. Since the phone no longer turns back on, doing software troubleshooting is out of the question.

Problem 3: Galaxy S7 keeps freezing, won’t turn back on

My Galaxy S7 started slowing down and freezing. A couple of times i managed to get it going again using the soft reset but it would never last long. Since the last time i haven’t been able to get it to charge at all despite trying all the suggested resets advised. The battery should definitely be dead now as it was only on 2 or 3% when it last froze and it’s been untouched for 2-3days. Nothing comes up on screen. I’ve only had the phone for 9 months or so and don’t recall ever dropping or damaging it. Any ideas guys? Reading my network providers FAQ it appears that they’ll charge me a hefty sum. 🙁 Thanks in advance for any reply. — Chris

Solution: Hi Chris. If the phone refuses to turn back on at this time, the only thing that you can try is to restart the phone to alternate boot modes. Other than that, you should either have the phone repaired or replaced. You are most probably looking at a bad battery at the least. If battery is not the issue, there may be a more serious problem in the motherboard. As such, a technician needs to check the phone physically so a thorough hardware check can be performed.

If you haven’t tried booting the phone to another boot mode before, here are the steps on how to do them:

Boot in Recovery mode:

  1. Charge the phone for at least 30 minutes.
  2. Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  3. When the Samsung Galaxy S7 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.
  5. Using the Volume Down key, navigate through the options and highlight ‘wipe cache partition.’
  6. You can either wipe the cache partition or do a factory reset when in this mode.

Boot in Download Mode:

  1. Charge the phone for at least 30 minutes.
  2. Press and then hold the Home and Volume DOWN keys, then press and hold the Power key.
  3. When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume DOWN keys.
  4. Wait until the Download screen appears.
  5. 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.
  6. Use Google to look for a guide on how to do it.

Boot in safe mode:

  1. Charge the phone for at least 30 minutes.
  2. Press and hold the Power button.
  3. Once the ‘Samsung Galaxy S7’ logo appears, release the Power key and immediately press and hold the Volume Down button.
  4. Continue holding the button until the phone finishes rebooting.
  5. Once you see the text “Safe mode” at the bottom left corner of the screen, release the Volume Down button.
  6. 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 until the issue (that prevents you from booting normally) is eliminated.

Problem 4: Galaxy S7 can’t display MMS

I (S7) am unable to see sent or received text/mms messages from my husband (S5). when sending from our previous conversation or using new text window, it just displays a blank white window after i hit send. He does receive any messages i send, and my phone makes a sound when i receive them from him, i just can’t see any of the messages myself (including what i sent). However, I can see the full conversations (both send and received) messages while in a group text with him. I have deleted our conversation, his contact info, performed a cache reset, checked blocking (on both phones) all with no success. please help.        — Dale

Solution: Hi Dale. Is this a problem that just appeared recently, or is it something that  was there when you first got your phone? If this is a recent issue, you should try to remember what you did differently before noticing it. You may have installed an app or update, or tweaked some settings. Reversing what you did like uninstalling an app may fix the problem for you. Wiping the messaging app’s cache and data may also help so you don’t want to skip it. Refer to the steps above if you don’t know how to do it.

If wiping the messaging app’s cache and data won’t work either, try using a different messaging app.

If the problem has been around since day 1, or if you can’t fix it by doing our suggestions above, contact your carrier and let them know about it. It may be a firmware-related issue and if they’re aware of it, there’s a chance that they can help you fix it.

Problem 5: Galaxy S7 message notifications not showing in the status bar

When someone is texting me my phone will short vibrate and make noise but the message will not show up in my notification bar. It shows the messages on the text icon but it does not alert me when i first receive them. So i don’t know when i receive a text message unless I’m constantly unlocking my phone. In my settings everything is turned on and on full volume according to the notification settings. But I’m still not getting notified. I’ve tried restarting my notification settings and checked for malware to see if I downloaded something causing this to happen but i still got nothing. Please help. — Daniela.serrano92

Solution: Hi Daniela.serrano92. First, try to boot the phone to safe mode. This will allow you to check the possibility of a third party app causing the problem. While in safe mode, try to replicate the problem by making sure that you receive notifications.

Here’s how:

  1. Press and hold the Power button.
  2. Once the ‘Samsung Galaxy S7’ logo appears, release the Power key and immediately press and hold the Volume Down button.
  3. Continue holding the button until the phone finishes rebooting.
  4. Once you see the text “Safe mode” at the bottom left corner of the screen, release the Volume Down button.

Safe mode blocks third party apps from running so if the issue won’t occur, you can bet one of your apps is problematic.

If the problem remains even when your device is in safe mode, make sure that you revisit your phone’s notification settings under Settings>Notifications. If you’re absolutely sure that you’ve configured your phone’s notifications settings properly already, simply reset everything back to their defaults by doing a factory reset.

Problem 6: Galaxy S7 edge messaging app joins two message threads on its own

My Galaxy S7 edge is conjoining text conversations. I open a text convo with say my sister but then there are messages from my boss in there as well as my sister that are mixed into the conversation. I have no way of knowing if my responses to the intended person are received or if they are stuck in some kind of in between. I know that the person who’s messages get conjoined into the other conversation does not receive the messages that I’m sending to the intended or the responses back from the intended to my phone. — Jason

Solution: Hi Jason. We haven’t heard of this issue happening ever before so it may be an isolated case. Try clearing the messaging app’s data first and see what happens from there. Refer to the steps above.

If clearing the messaging app’s data won’t fix it, try a different messaging app.

Keep in mind that deleting an app’s data will result to the deletion of your message threads. Make sure to back important messages first before clearing a messaging app’s data.

Problem 7: Galaxy S7 screen stays black after it got dropped in the toilet

My phone was dropped in the toilet. I took it, dried it and has been in rice for 5 days now. I have tried to turn it on and have not been successful. The first time I tried to turn it on the blue light flashed and the sound that I get when messages are coming through happened, however I could not see anything on the screen as the screen was black, as if I hadn’t turned it on. I have tried again and this time my phone isn’t turning on at all and I have tried to plug in the charger as well, but still unsuccessful. I have opened up the SIM card slot and couldn’t see a pink or red colour. I am unsure what to do now and am worried about all of my photos, notes etc that I have on my device and how I will be able to get them back.

Also I am not sure what android version my phone is so this is why I have put the option as “Other.” — Niastra

Solution: Hi Niastra. Galaxy S7 phones have water resistance protection but it doesn’t mean it’s fully water-proofed. If it impacted the hard surface of the bowl direcly rather than the water, water damage may have nothing to do with the current problem. Regardless of the true cause of the issue, it’s still important that you send the phone in so the hardware can be checked. Drying the phone in a bad of rice for several days won’t have a positive effect because you’re supposed to do that only after you’ve opened and dismantled the phone. For water damage cases, it’s also important that the battery is removed from the unit to prevent shorting other components. If water did manage to seep through inside, it’s possible that multiple components have been affected.

You can’t obviously fix this issue by doing software troubleshooting. Unless you are familiar with Samsung Galaxy hardware, has hardware troubleshooting knowledge,  can perform repair and replacement, and has the right tools to do the joeb, do-it-yourself repair is out of the question. You want to let someone who does repair for a living assess the situation so you’ll be advised if the phone can still work or not. Recovery of your files depend whether the phone still powers on, and if the screen is where damage is concentrated. If the motherboard has been permanently damaged, there’s may not be a chance to get those files back.

Problem 8: Galaxy S7 edge won’t charge, won’t respond to hardware button combinations

Hey Guys! I have a Samsung S7 Edge and it’s the best phone I’ve ever had. However I’ve had it for a year now and unfortunately it’s letting me down big time. It won’t charge. It’s been completely dead for a while now but when it gets plugged in, the charging symbol appears but nothing else.

Sometimes it manages to switch on to the home but when it does its always 0% but has the charging symbol, and when I try to enter my PIN it immediately shuts itself down again.

It won’t connect to my laptop, I’ve tried several new charger leads and plugs, tried to reset it all kinds of way but it’s just the same lightning bolt that appears and then nothing else. Pleaaaaseeeeee Help! Do I just pay to get another one or is there hope in getting it fixed? — Leah

Solution: Hi Leah. Like what we told other users above, there may be very little to nothing that you can do about the situation right now. The only thing that you can do is to attempt to start the phone to an alternate mode so you can do follow up troubleshooting. If your phone stays dead or won’t respond to different hardware button combinations (refer to the steps above), you’ll have to send it in.

Problem 9: Galaxy S7 can’t install update, stuck in boot loop

Good afternoon! Yesterday (28th May), I got a notification from Samsung saying there was a new software update. I clicked yes to update, (’cause what could go wrong!?) Anyways, it did it’s update, then went to reset itself, but got stuck on the start of the power up logo. Now it goes from the “Samsung Galaxy S7 edge powered by android” screen to a black screen. It just keeps flashing back and forth between the two screens. I’ve tried Googling the problem and so far I’ve done the following things:

 

  • charged my phone
  • held down the power button – nothing happened
  • held down the power button and the volume button – nothing happened
  • held down the power, volume up and home buttons – blue screen with ‘installing system update’, gets to 100% then goes back to the start up screen.
  • held down the power, home and volume down keys – ‘warning a custom OS can cause critical problems’ I don’t know what else to do.

 

Can you help? Thanks in advance. — Sasha

Solution: Hi Sasha. The most common reason why updates fail during installation is when a user becomes impatient and interrupts it by turning off the phone. Sometimes, it can take several minutes to hours to install some updates depending on the condition of a phone. If you never interrupted your phone and this happened all by itself, the most that you can do right now is to try to see if you can flash the bootloader and/or firmware via Odin. Providing you with a guide on how to do this is beyond the scope of this article so you must do some research to find one. Flashing guides vary by phone model so make sure to use the correct one.

We suggest that you try to flash the bootloader first. Below are the sample steps on how this process is done. They may not be the exact steps on how to do this on your phone so we provide them for demonstration purposes only.

  1. Look for the correct firmware for your phone model and download it. Make sure that you select the right one. It should be the same exact firmware that ran previously on your device. We assume that you list down the firmware version somewhere. If you did not take note of it before, there’s a chance that you may pick the wrong one. As you may know now, using an incorrect firmware can cause complications so good luck with that.
  2. Let’s now say that you have identified the correct firmware. You then want to download it to your computer. The firmware file should have a bunch of files in it like AP_, BL_, CSC_, etc.
  3. Look for the file that starts with a label BL; this should be the corresponding bootloader file for this firmware. Once you’ve identified the bootloader file, copy it to your computer’s desktop or to any other folder that you can easily access.
  4. Proceed with the rest of the flashing procedure using the Odin program.
  5. In Odin, click on the BL tab and make sure to use the bootloader file you’ve identified earlier.
  6. Now, make sure that the “Device Added” status and its “ID:COM box” has turned blue before hitting the START button. This will initiate the flashing of your phone’s bootloader.
  7. Restart the phone once the procedure is finished.

 


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