How to fix firmware issues with Samsung Galaxy S6 Edge Plus that occurred after Marshmallow update

  • Learn how to troubleshoot your Samsung Galaxy S6 Edge Plus (#GalaxyS6EdgePlus #S6EdgePlus) whose apps keep disappearing every time the phone reboots.
  • What you need to do if you don’t know your Google account but can’t get past the setup screen after the reset due to #FRP.
  • How to troubleshoot the error “Bootstrap failed” and deal with a pink line on the screen.
  • Learn how to fix your phone that doesn’t show your contacts on WhatsApp and Verizon Messages plus the “Unfortunately, Google Calendar has stopped” error keeps showing up.
  • One of our readers share what’s causing the problem with his Galaxy S6 Edge Plus that randomly freezes and reboots after the update.
  • What to do if both the Phone and Contacts app crashed.
  • How to troubleshoot your phone if it keeps saying YouTube app loses server connections and accompanied by Google Play Store error 495.

Below are some of the firmware issues we received from our readers. Some of them said their issues started after their phone updated to Marshmallow while others didn’t actually indicate if the problem occurred before or after an update. But considering Samsung already rolled out the update a few months ago, majority of S6 Edge+ units may already be running Marshmallow.

If you’ve contacted us before regarding an issue with the operating system of your phone, read on to see if your concern has been addressed below. If your problem isn’t among them, then please wait a little longer as there will be a next part to this post.

For those who have other issues, visit our troubleshooting page and find issues that are similar to yours and use the solutions we suggested. If they don’t work and you need further assistance, fill up this form and we’ll help you find a solution.

Q: “After restart all aps are gone! When using another launcher (Google or Cm, etc.) I don’t have the problem. Only with the factory launcher will it restart on its own and wipe everything from the screen. Then I have to restart again until the apps show up and then I have to pull them back on to the screens and set everything up all over again.

A: We don’t know what caused this problem but if it started after an update, then we must be dealing with a serious firmware issue here. Since we don’t have a single clue as to what happened to your device, it’s always safe to reset it. However, make sure you back up every important data or file you saved in it as they’ll all be deleted. You may then follow this procedure to do the master reset:

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

If this procedure failed as well, then the firmware needs to be reinstalled and you can do so by using Odin but if you’re not comfortable doing it yourself, you need to find a technician who can.

Q: “I decided to do a factory reset after my fingerprint didn’t work anymore, and I forgot my backup password. I was at the Wizard set up, until I needed to verify my Google account. So I typed my account details, until it told me the oh so famous message : “Please sign in using one of the owner’s accounts for this device” I’ve tried almost everything and am getting really desperate now. I’m also not an expert on these things, I have just enough knowledge to handle and fix small issues with these things. Some forums have also said that you need to wait for 72 hours, but I kind of doubt it. Please help.

A: Hi! We already did an article on this, although it was the Note 5 that we demonstrated. You need to bypass the Factory Reset Protection on your Galaxy S6 Edge Plus so you can do the factory reset via Settings. Once finished, you won’t be asked to enter your Google account anymore. Follow this link to read our tutorial, or this one to view the video on YouTube.

RELATED POST: How to bypass Factory Reset Protection (FRP) on Samsung Galaxy Note 5 [Step-by-step Guide]

Q: “I usually switch off my phone during school hours. Sometime at lunches when I go take out my phone and turn it on. The keyboard won’t work. I try to type in my password many times, but my phone just wont take my passwords. At times I have to restart my phone and shut down and turn back on many times before it starts sensing my fingers when I type my password.

A: Basing on your description, it seems you got yourself a faulty device. Not sure when this problem started but if it has always been like this ever since, you should negotiate with your provider about a possible replacement. However, I suggest you do the master reset first to see if that makes a difference; just follow the steps above.

We already received a lot of complaints from Galaxy owners about the fingerprint scanner not recognizing the prints as well as the PIN. Don’t wait for it to happen to you. Backup your data, reset your phone and if the problem persists, contact your provider right away.

Q: “When I boot it up it takes multiple tries to see the screen, when I do I see a pink strip on the left edge top to bottom and an error keeps showing up bootstrap failed. Then when the screen times out it may take me minutes to get the screen to show up.  Now this phone has only been used for less than two weeks and I am trying to use it in Canada through Wi-Fi until I unlock it.  Can you help?

A: The “Bootstrap failed” error is a firmware issue. It’s moderately complicated but can be fixed by a firmware update. In the U.S., owners who encountered this error were mostly under Sprint. What I’m concerned the most with your phone is the pink strip on the screen. I’m not sure if it’s just some kind of a colored line or something else but there’s a chance it’s a hardware problem. Please see a technician about it so that it can be checked properly. We can’t afford to assume things here especially that it’s a potential hardware issue.

Q: “I recently updated my phone to marshmallow and it is possibly the worst update ever. None of my contacts are showing up in Verizon messages and WhastApp. However, when I go to contacts, I see them although it takes a long time to load. Also, I keep getting this message “Unfortunately, Google Calendar has stopped.” Please help.

A: The problem about the contacts not appearing on Verizon Messages and WhatsApp might be just a syncing problem. To address this, just make sure you have an active internet connection and turn on the syncs for both apps.

The error “Unfortunately, Google Calendar has stopped” however, is a sign of a firmware issue. It’s a minor problem and I believe wiping the cache partition will fix it. So, try this procedure…

  1. Turn off the device.
  2. Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
  3. When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
  4. When the Android System Recovery screen appears, release the Volume Up and Home keys.
  5. Press the Volume Down key to highlight ‘wipe cache partition.’
  6. Press the Power key to select.
  7. When the wipe cache partition is complete, ‘Reboot system now’ is highlighted.
  8. Press the Power key to restart the device.

Q: “Specifically after much troubleshooting i have narrowed the issue down to some conflict with iheartradio as close as i can tell. After marshmallow was installed, the app will run for approximately 10-15 minutes, the S6 will freeze and reboot. The app DID NOT do this while on the previous OS. All had functioned fine. I also had issues with the settings “gear” stopped responding as well as the soft key that allows you to view what apps are active on the device. those last two have apparently been resolved with a factory reset and reload of the device but the issue with the iheart app is ongoing. Thanks!

A: Good job for having been able to narrow down the issue with your phone. We haven’t looked into iHeart Radio yet but if there were other owners who encountered the same problem and reported it, the developer may have already updated the app on the Play Store. Have you tried uninstalling the app and downloading a fresh copy from the app store? If not yet, please do. Thanks for letting us know about this.

Q: “After updating to Marshmallow the phone dialer and contacts are not working properly. The contacts are not opening and the dialer is working erratically.

A: Do you know what the most effective way to solve app problems like this is? Clear the cache and data of the apps that were specified in the error messages. So, in your case, it’s the Contacts and the Phone (Dialer).

  1. From any Home screen, tap Apps.
  2. Tap Settings.
  3. Scroll to ‘APPLICATIONS,’ then tap Application manager.
  4. Swipe right to the ALL screen.
  5. Scroll to and tap Phone (Contacts).
  6. Tap Clear cache.
  7. Tap Clear data, then OK.

If this procedure doesn’t work, you still have the master reset.

Q: “Problem is since my boyfriend and I upgraded to the 6 Edge and the 6 Edge Plus he has since smashed the 6 Edge I started with. Now I am in the 6 Edge Plus after he wiped his info out and it seems like Google or Samsung and sometimes both are bouncing me out of their systems.

The storage in my Google Drive is my priority but I have no computers in my home to manage my contact list for my Gmail and it is being rerouted through my cable carrier Wi-Fi. How can I resolve this issue without having a IT Tech come to my home. I have already had Xfinity here twice butt they did not resolve the issue. My boyfriend and I have T-Mobile Samsung phones and my mother lives at the same address with a Galaxy Samsung 3 with Sprint and I am not getting updates like I should for my device. Help.

A: You know what, honestly, I don’t understand what your problem is but reading between the lines, I think you have issues with your contacts, then there’s the issue of being “rerouted” through Wi-Fi.

When it comes to your contacts list on Gmail, you have nothing to worry about because as long as they’re saved in your account, you can always access them anytime, anywhere. In fact, just be logging into your account using your phone and syncing the Contacts app with your account, all your contacts will be downloaded to your phone.

Now, as to being rerouted through Wi-Fi, did you mean to say that you’re not supposed to connect to a Wi-Fi network instead use the internet through T-Mobile’s mobile data network? If so, just turn off Wi-Fi and enable mobile data. If you can’t connect to the internet even with mobile data already turned on, then your phone must be provisioned under T-Mobile to receive service. So, contact tech support immediately.

Q: “I’ve been on the phone with 4 reps from Verizon about these issues that have been haunting my phone since the upgrade to android 6.0.1. They sent me a replacement phone, saying it was a hardware issue,  and still the same problems. I’ve tried everything. Cleared cache, data, removed google account, reset to factory, etc.

YouTube app loses server connection, Google play store will not download or update (495 error), VZ Cloud app Does not detect a network or Wi-fi. This has been going on since 4/14.

A: First of all, make sure the time and date are correct, then verify you have an active internet connection. I understand you already cleared cache and data but I was wondering for which apps? Ok, clear the cache and data of the Google Play Store and then the Google Play Services.

Next, open the Google Settings app, find Access Location and tick the box next to it. This procedure works all the time.

I hope this helps.

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  1. Good Morning , My Samsung Edge Plus recently went flat, when i plugged it in to charge, it did but got
    struck in the boot loop and then i flashed a firmware i got from sam mobile, now the phone boots to the home window then restarts in less than 12 seconds. What can i do now.

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