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Galaxy S6 touchscreen stops working when using an app, keeps showing “no internet connection” pop up

We’ve received a growing number of #GalaxyS6 issues for the past few weeks so we are ramping up our posts for this Samsung series as well.This post is just one of the many that we plan on publishing in the coming weeks. If you haven’t seen your own issue or a similar one posted yet, keep watching for more S6-related articles. You can also visit our main Galaxy S6 troubleshooting page.

Below are the topics that we cover in this post today:

  1. Galaxy S6 keeps showing “no internet connection” pop up
  2. Galaxy S6 won’t charge
  3. Galaxy S6 Edge totally unresponsive | Galaxy S6 Edge won’t power back on
  4. Galaxy S6 Edge has no voicemail app from new carrier
  5. Galaxy S6 fails to boot up
  6. Galaxy S6 touchscreen stops working when using an app

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 S6 keeps showing “no internet connection” pop up

I switched internet service from Comcast to Frontier today and ever since the switch, I have been getting the “no internet connection” pop-up on my phone, even though it is connected to the wifi and the wifi is working. I’m not having any issues on my laptop or desktop with the wifi. (I also ran a speedtest on the phone with both data and wifi on my phone. Both are about 10 mbps download speed. The pop-up stays on my screen permanently and I can’t access whatever it is blocking. For instance if I’m in my texting app the pop-up blocks the x, c, v, b, and m letters on my keyboard, making texting virtually impossible, even with autocorrect. It also blocks part of the passcode when my phone is locked, thank god I have a fingerprint set up or I don’t think I’d even be able to get into my phone. I’ve already done a soft reset, numerous restarts, turned the wifi off and on multiple times. interesting thing is when I turn off the wifi, the pop up does not go away. Even if I turn off the wifi and restart the phone, it comes back almost instantly. I have even deleted my most recently installed apps and restarted again to no avail. I tried to do the Samsung chat but got “we value your business but due to high volume we cannot assist you right now.” I can’t find any instances of people having this issue so I’m hoping you guys will be able to help me as you’re my last hope before I take this phone back to Sprint and try to get a new one. Thanks. — Michelle

Solution: Hi Michelle. We can’t see any logical connection why getting new router (after moving to Frontier) will affect your S6. There must be something that you did that changed something on your phone. If you can’t recall what you did, you can try to do three basic software troubleshooting on your phone.

Wipe the cache partition. If you installed an app or a system update before noticing the problem, wiping the cache partition may help fix your issue. Sometimes, the system cache gets corrupted after an installation so it’s good to regularly keep it fresh. That can be done by wiping the cache partition. Follow the steps below on how to do it:

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

Boot the phone in safe mode. In some cases, installation of third party apps can lead to problems as well. To check if that’s the case here, you can try to boot your phone in safe mode. Safe mode blocks third party apps and services so it’s a good method to use. If your phone works normally while in safe mode, that’s proof that one of your apps may be to blame. Try to boot the phone in safe mode for a minimum of 24 hours to give you enough time to see if there’s a difference. These are the steps on how to restart your phone in safe mode:

  • Press and hold the Volume Down and Power keys for 20 to 30 seconds.
  • Once you see the Samsung logo, release the Power key immediately but continue pressing the Volume Down key.
  • Your phone should continue booting up and you will be prompted to unlock your phone as usual.
  • You will know if the phone successfully booted in safe mode if the text “Safe mode” is displayed at the lower-left corner of the screen.
  • Observe the phone for 24 hours.

Restore all software settings to default. Should the problem persists even when the phone is in safe mode, the cause may be caused by an operating system glitch. To fix that, you want to restore all software settings back to default via factory reset. This process will wipe the phone’s primary storage device so make sure that you create a backup of your important files and contacts before proceeding. Below are the steps on how to factory reset your phone:

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

Install system updates (if available). In some rare cases, connecting to mobile data service or wi-fi can become erratic if a phone does not have the correct baseband version. A baseband is an operating system your phone’s modem is using to interact with your Android device. Network chip manufacturers provide necessary updates for their products but such updates are often bundled with carrier’s system updates. Make sure to install updates once they become available to minimize baseband-related issues.

Problem #2: Galaxy S6 won’t charge

To begin with, my phone is a month out of warranty and is less than a year old. I have had issues throughout almost the entire time with getting an error message telling me to use my original charger so I can fast charge, but I have ONLY used the original charger. A few days ago, I was playing on my phone when it told me I had 5% battery left. So I plugged it in with my fast charger and continued playing. I then went to have dinner, leaving my phone plugged in. Approximately 30 minutes later, I left where we were, taking my phone. It said it had 4%. Within 10 minutes, it had died. When I arrived home, I plugged it back in, but it kept popping up with the gray battery that indicated that it was plugged in but not charging. I fiddled with it for a bit, and the real charging screen popped up for a few seconds before it died again. I tried a soft reset and a hard reset to no avail. (I tried that after looking on this site at other people’s charging issues!) After several bouts of this, I left it alone overnight. My husband took it to Verizon the next morning where they confirmed that my charging cable is fine. They suggested that there may be a hardware or software (their words!) issue. I’ve left it alone for 4 days, and today I plugged it back in. Initially, it came up with the gray battery screen. Then after pressing the power, home, and volume up buttons a few times, it brought up the real charging screen. It’s now fully charged and turned back on. I don’t know if I should assume my phone is good now, or if I need to have it evaluated? It’s kind of irritating that this solidly expensive phone that’s not even a year old abruptly died. Thank you! 🙂 — Heather

Solution: Hi Heather. You said it yourself that the issue has been for a long time already so there’s no reason for it to comeback anytime as well. In majority of cases like this, the cause is a bad charging port. You should have approached Samsung or your carrier before the warranty expired so the phone’s hardware would have been checked. A technician needs to open the device up so the charging port can be examined properly. If you really want to get to the bottom, we suggest that you invest in a general hardware check up to avoid the same problem in the future.

Problem #3: Galaxy S6 Edge totally unresponsive | Galaxy S6 Edge won’t power back on

My Android S6 Edge was working fine till last night. It was charged to 100 by 6PM last evening (30th November 2016). I also have used it till 10PM or so. This morning when I woke up, I noticed that it is Not responding. Does not respond to the “Force Shutoff” also. A ‘pale blue’ light is blinking and that is it. Tried to make a call to my phone from another phone. And the call never landed on this device either. In other words, the machine is in total ‘unusable’ state — which it entered by itself. Since, the screen is also not visible, not sure, if any virus has eaten it. Not sure what is the Android version, as I chose always use ‘automatic updates’. Need some advice and help to recover my phone. Presently I am trying to charge it to see, if that recovers. Thanks. — Arun

Solution: Hi Arun. The first task for you right now is to check if you can still make the phone boot up to alternate modes. Each of these modes offers you a different way to solve to “fix” the problem afterwards. Below are the steps on what you must do:

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.
  • Use Google to look for a 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 until the issue (that prevents you from booting normally) is eliminated.

Problem #4: Galaxy S6 Edge has no voicemail app from new carrier

Thank you for your guides. I have one problem they cannot help with and do not match my phone. S6 Edge running Android 6.01.

  1. Your guides list a voicemail app, I have no such app on my phone and I can’t see how to get it.
  2. I have no voicemail key under phone (I have a contact set up for voicemail so the “1” key works ok.
  3. Without a voicemail key how do I access visual voicemail? Again no such reference or app.

My main issue is I switched networks and I cannot get rid of the old built in voicemail no under phone settings. So whenever I get a voicemail I cannot just tap the notifications; it is the wrong no. I have tried everything and it won’t accept a number change under phone – settings – voicemail.  I do hope you can help. — J3errym

Solution: Hi J3errym. Changing networks does not mean changing the phone’s operating system and apps to that of the new network. Even when you’re already registered to the new network and all network services are working (calls, SMS, MMS, data), the operating system is generally unchanged (except the network configuration part) and the apps from the original carrier remains. Contact your new carrier and ask them if they have their own voicemail app that you can install, or if there’s another way that you can access your voicemail from them in a different manner.

Problem #5: Galaxy S6 fails to boot up

Hey guys. I’ve got a rather significant problem with my phone here. I have a S6 Edge, and it’s about a year old. Last night I was out, and took my phone out, browsed a little, and put it back in my pocket. Not ten minutes later when I get home, the phone is totally unresponsive. Battery should not have drained that fast, based on how much it had left. Now all it does is have a weird purple/black checkered pattern on the screen when I hold the power button. Even the hard reset and alternate boot protocols all have the same result, just the same screen. Also, the battery seems to be working, as it does pull power, though no light comes on to indicate it. It also doesn’t get detected by the PC when I plug it in. How do I fix it, or all else failing, at least access the data on it? Thanks for your help. — Dmitry

Solution: Hi Dmitry. First of all, you can only transfer data from your phone’s internal memory under these situations:

  1. when it’s on normal mode
  2. when it’s on safe mode
  3. when it’s on Recovery mode (provided you installed custom recovery software like CWM)

The third item is out of question if you hadn’t installed the custom recovery before this problem happened. That leaves you only 2 options, which are also contingent whether or not you can still boot the phone up. The best thing that you can do right now is to check if you can still power up the phone to alternate modes we mention above (safe mode, recovery mode, download mode). If the phone remains unresponsive to all three different hardware button combinations, you’re out of luck. Not only do you need to have the hardware checked but you, most probably, have also lost your files.

Problem #6: Galaxy S6 touchscreen stops working when using an app

About two months ago I bought this phone But already about 3 weeks later my phone suddenly started having trouble with the screen not reacting to my touch. The problem isn’t really visible (if it’s even there at all!) when I’m writing SMS or are at my home screen but when I open an app, the problem gets a lot easier to spot.

When I first detected this problem I got my phone sent to repair but they couldn’t find any problems with the screen itself and just reset the phone. It worked, but only for about 2 days and after that my phone started to get it’s battery drained way faster than before. I’ve tried to delete all of my apps in order to see if it was an app causing the problem but even if I’m left alone with just one app (tried it about 2 – 3 times with a different app left each time) the problem still remains, maybe just a little bit less noticeable but still noticeable enough to be really annoying.

I’ve also tried to see if there’s a problem when being in safe mode but since the problem almost only occurs when being in an app, it didn’t show any signs of problems when being at the home screen. I really hope that you can give me some answers to what I could try to do to fix my problem and Thank you for reading through my question! — Louise

Solution: Hi Louise. If the cause of the touchscreen issue is hardware, it won’t matter if you’re in the home screen or when interacting with an app. That means that the most likely reason is either a third party app or an operating system glitch.

Now, the question is: Does the touchscreen only works erratically when you’re using a specific app or any (pre-installed or third party) app? If it only occurs with a certain app only, make sure to wipe the cache and data of that app first. Here’s how:

  • Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
  • Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6.0.
  • Once in there, click on an application.
  • 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.
  • You should now clearly see the Clear Data and Clear Cache buttons for the application.

If wiping the app’s cache and data won’t help, try to update it (if that’s available) and observe it again. If nothing changes still, simply disable or remove it.

If the problem happens regardless of the app you’re using, the most probable cause is an operating system glitch. Try to factory reset the device and observe how it works without apps afterwards. With only pre-installed apps left and all software settings back to their known working, default state, let the phone run for a few hours so you’ll see any difference. If the problem continues, look for an online guide on how to flash stock firmware to your phone. Better still, go to a Samsung store and let them do it for you. Just tell them the problem persists and you want to have software flashed again.

 


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