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Samsung Galaxy S7 keeps showing “Unfortunately, Phone has stopped” error [Troubleshooting Guide]

The error message “Unfortunately, Phone has stopped” on your Samsung Galaxy S7 is actually notifying you about the built-in phone app that stopped for some reason. We can always classify this issue as one of app problems you may encounter from time to time. However, when a built-in app crashes, it’s usually more serious than when third-party apps crash because they are rooted in the firmware and their issues might just be a sign of a more serious system problems.

It tis post, I will tackle this error message with the Galaxy S7 being the subject of our troubleshooting. We have to look into the possibility that this error might just be limited to the app itself or it could  be an issue with the firmware. We will rule out each possibility until we arrive at the point wherein we can tell what the problem really is and what caused it. Once we know the real cause, we can easily formulate a solution that might fix the problem and prevent it from happening again. However, troubleshooting needs patience so if you think you’re not comfortable doing it, then you should bring your phone to the shop and let the tech handle it for. But for those who are willing to do something about it, then continue reading below as this post may be able to help you.

Now, before anything else, if you have other issues with your phone, make sure you drop by our Galaxy S7 troubleshooting page for we have already provided solutions to hundreds of problems reported by our readers. Odds are that we may have already provided a solution to the problem you currently have so try to find issues that are similar with yours on that page and feel free to use the solutions we suggested. If they don’t work or if you need further assistance, fill up our Android issues questionnaire and hit submit to contact us.

Step-by-step guide to troubleshooting Galaxy S7 with “Phone has stopped” error

Problem: “Hello droid guy. Thank you so much for taking time reading this email. I have a Galaxy S7 phone and it keeps telling me that the phone has stopped. This happens when I try to dial a phone number to make a call. It also occurs whenever I answer a call from someone. In short, it’s a very annoying problem not to mention it makes me miss calls from friends. All I want is for this phone to work again without any problems. I make calls more than I text so I hope you understand my situation. Once again, thank you for taking time reading this.

Troubleshooting: We have to find out if this error message is triggered by the app and the problem is limited to the app only. Let’s try to consider every possibility and rule out each of them until we can pinpoint what the problem really is so that we can formulate a solution that could fix it for good. That said, here’s what you need to do:

Step 1: Reset the phone app

The error message specifically mentions the Phone app being the one that crashes and it appears to me it’s also the one triggering it. So, we have to reset it by clearing its cache and data to see if that makes a difference.

  1. From any Home screen, tap the Apps icon.
  2. Tap Settings.
  3. Tap Applications.
  4. Tap Phone in the default list or tap Menu icon > Show system apps to display pre-installed apps and core services.
  5. Tap Storage.
  6. Tap Clear cache.
  7. Tap Clear data and then tap OK.

If the error still shows up after doing this procedure, then move on to the next step.

Step 2: Restart your phone in Safe mode

Starting your phone in safe mode alone doesn’t fix the problem even if more often it does seem like it. When in this mode, all third-party apps and services are temporarily disabled, so if one of them is causing the problem, naturally, the problem will not occur. That’s why it would appear as though the problem is fixed but it’s not. So, try doing these steps to see if the error would still pop up:

  1. Turn the device off.
  2. Press and hold the Power key past the screen with the device name.
  3. When ‘SAMSUNG’ appears on the screen, release the Power key.
  4. Immediately after releasing the Power key, press and hold the Volume down key.
  5. Continue to hold the Volume down key until the device finishes restarting.
  6. Safe mode will display in the bottom left corner of the screen.
  7. Release the Volume down key when you see ‘Safe Mode’.

Step 3: Find and uninstall apps causing the problem

You only have to do this if the error doesn’t pop up when your phone is in safe mode because it means one or some of the apps you installed is causing the problem. Uninstalling an app is easy but finding the one that’s causing the issue is challenging. Here’s how you uninstall an app from your Galaxy S7:

  1. From any Home screen, tap the Apps icon.
  2. Tap Settings.
  3. Tap Applications.
  4. Tap the desired application in the default list or tap Menu icon > Show system apps to display pre-installed apps.
  5. Tap Uninstall.
  6. Tap Uninstall again to confirm.

Step 4: Reboot your phone in Recovery mode and wipe cache partition

This procedure has to be done if the error still occurs even if the phone is in safe mode. Wiping the cache partition will actually delete all system caches that may have been corrupted due to a firmware update or other factors. It’s a very effective procedure for problems that has something to do with the firmware so it’s worth a shot, and here’s how you do it:

  1. Turn off the device.
  2. Press and hold the Volume Up key and the Home key, then press and hold the Power key.
  3. When the device logo screen displays, release only the Power key.
  4. When the Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
  5. Press the Volume down key several times key to highlight ‘wipe cache partition’.
  6. Press the Power key to select.
  7. Press the Volume down key to highlight ‘yes’ and press the Power key to select.
  8. When the wipe cache partition is complete, ‘Reboot system now’ is highlighted.
  9. Press the Power key to restart the device.

Step 5: Reset your phone

If all else fails, you have to reset your phone as it is possible that it’s experiencing a serious firmware issue. Resetting your phone will delete all your files and data so make sure you create a backup for the most important ones. Also, don’t forget to disable the Factory Reset Protection (FRP) so you won’t be locked out of your device after the reset. Here’s how you do that:

  1. From any Home screen, tap the Apps icon.
  2. Tap Settings.
  3. Tap Cloud and accounts.
  4. Tap Accounts.
  5. Tap Google.
  6. Tap your Google ID email address. If you have multiple accounts setup, you will need to repeat these steps for each account.
  7. Tap Menu.
  8. Tap Remove account.
  9. Tap REMOVE ACCOUNT.

And this is how you reset your Galaxy S7:

  1. Back up data on the internal memory. If you have signed into a Google account on the device, you have activated Anti-theft and will need your Google credentials to finish the Master reset.
  2. Turn off the device.
  3. Press and hold the Volume Up key and the Home key, then press and hold the Power key.
  4. When the device logo screen displays, release only the Power key
  5. When the Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
  6. Press the Volume down key several times key to highlight ‘wipe data / factory reset.’
  7. Press Power button to select.
  8. Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
  9. Press Power button to select and start the master reset.
  10. When the master reset is complete, ‘Reboot system now’ is highlighted.
  11. Press the Power key to restart the device.

I am hoping the problem will be fixed after this. But if it continues, then you have to bring the device to a shop and let the technician fix the problem for you. The firmware may need to be reinstalled to make it work perfectly again.

Related Problems

Galaxy S7 keeps showing “Unfortunately, the process com.android.phone has stopped”

Problem: Hey guys, every time I receive a call an error message will pop up saying “Unfortunately, the process com.android.phone has stopped” and as a result the call won’t go through. My phone is a Galaxy S7. Can you help?

Troubleshooting: The one that’s crashing here is a service or a process. The Phone app uses a lot of processes to be able to make phone calls and the com.android.phone process is just one of them. Just apps, you can also clear the cache and data of the the processes so that’s what I want you to do as this procedure has been proven effective when it comes to this problem:

  1. From any Home screen, tap the Apps icon.
  2. Tap Settings.
  3. Tap Applications.
  4. Tap the process com.android.phone in the default list or tap Menu icon > Show system apps to display pre-installed apps and core services.
  5. Tap Storage.
  6. Tap Clear cache.
  7. Tap Clear data and then tap OK.

If this doesn’t fix the problem, you have to backup your files and data and then reset your Galaxy S7…

  1. From any Home screen, tap the Apps icon.
  2. Tap Settings.
  3. Tap Cloud and accounts.
  4. Tap Backup and restore.
  5. If desired, tap Back up my data to move the slider to ON or OFF.
  6. If desired, tap Restore to move the slider to ON or OFF.
  7. Tap the back key twice to return to the Settings menu, then tap General Management.
  8. Tap Reset.
  9. Tap Factory data reset.
  10. Tap Reset device.
  11. If you have screen lock turned on, enter your PIN or password.
  12. Tap Continue.
  13. Tap Delete all.

Galaxy S7 freezes when phone app is opened

Problem: I have a very unusual problem with my Galaxy S7 because every time I open the phone app to make phone calls, the phone freezes for a minute or two. When I regain control, I have to close it to be able to use my device again. Since this problem started, I haven’t been able to make calls because of it. Please help me fix this problem. Thanks.

Troubleshooting: We’ve seen a lot of issues like this in the past and when an app causes the firmware to freeze when it’s opened, then you just have to reset it as it’s clearly a sign that some of its caches or data are corrupt:

  1. From any Home screen, tap the Apps icon.
  2. Tap Settings.
  3. Tap Applications.
  4. Tap Phone in the default list or tap Menu icon > Show system apps to display pre-installed apps and core services.
  5. Tap Storage.
  6. Tap Clear cache.
  7. Tap Clear data and then tap OK.  

If the problem persists after this, try to find out if third-party apps have something to do with it; boot your phone in safe mode:

  1. Turn the device off.
  2. Press and hold the Power key past the screen with the device name.
  3. When ‘SAMSUNG’ appears on the screen, release the Power key.
  4. Immediately after releasing the Power key, press and hold the Volume down key.
  5. Continue to hold the Volume down key until the device finishes restarting.
  6. Safe mode will display in the bottom left corner of the screen.
  7. Release the Volume down key when you see ‘Safe Mode’.

If the problem occurs in safe mode, then it’s a firmware issue and you need to reset your phone to fix it. Otherwise, you just have to find the app that’s causing the problem and uninstall it:

  1. From any Home screen, tap the Apps icon.
  2. Tap Settings.
  3. Tap Applications.
  4. Tap the desired application in the default list or tap Menu icon > Show system apps to display pre-installed apps.
  5. Tap Uninstall.
  6. Tap Uninstall again to confirm.

Galaxy S7 Phone app crashes when calls come in

Problem: I can make phone calls just fine but when calls come in, the error “Phone has stopped” would show up and it would drop the call. My phone is an S7 and the problem seems to have started after the Nougat update. What can I do about it?

Troubleshooting: Well, if the problem started after an update, then it’s possible some of the caches got corrupted while others became obsolete. You just have to delete all of them so that they will be replaced with new ones. Reboot your phone in recovery mode and then wipe the cache partition:

  1. Turn off the device.
  2. Press and hold the Volume Up key and the Home key, then press and hold the Power key.
  3. When the device logo screen displays, release only the Power key.
  4. When the Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
  5. Press the Volume down key several times key to highlight ‘wipe cache partition’.
  6. Press the Power key to select.
  7. Press the Volume down key to highlight ‘yes’ and press the Power key to select.
  8. When the wipe cache partition is complete, ‘Reboot system now’ is highlighted.
  9. Press the Power key to restart the device.

If this doesn’t help, just reset your phone and that should fix the problem.

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