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Galaxy S7 Phone app not working, “unfortunately, phone has stopped” error, other issues

Good day everyone! Welcome to another post that answers questions submitted by some #GalaxyS7 users. There are 8 more issues covered here today. We hope this article will help not just the users mentioned in this post but the rest our ever-growing Android community as well.

For now, here are the topics we’re covering in this one:

  1. Galaxy S7 won’t turn off
  2. Galaxy S7 Phone app not working, “unfortunately, phone has stopped” error
  3. Galaxy S7 sends MMS fine but receiver gets it under a different phone number
  4. Galaxy S7 Home button does not unlock the screen | Galaxy S7 gets “failed” error message when sending SMS
  5. Galaxy S7 won’t charge
  6. Galaxy S7 touchscreen is unresponsive
  7. Galaxy S7 won’t charge due to moisture in charging port
  8. Galaxy S7 Google app keeps crashing | Cannot transfer apps from Galaxy S7 to SD card

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 S7 won’t turn off

All your troubleshooting steps always start with turning off the Android. The problem is just that it’s stuck on recovery booting. I can’t turn it off. I can’t do anything. It does not react to any type of solution you have suggested so what do you do in that case when it’s on the black screen of death and booting error “recovery booting” in small blue letters at the top left corner slowly blinking on and off? Nothing will turn it on or off. I can’t put it into safe mode. I can’t do anything. It’s stuck on that particular setting, no logo. I’ve never even seen that come back on this. it’s a black screen with tiny blue letter saying recovery booting with three periods behind it in the top left corner and it will not turn off. —        Jlwood1980

Solution: Hi Jlwood1980. There are two ways to turn an unresponsive Galaxy S7 off. The first one is called soft reset. It’s the equivalent of a “battery pull” on a device with a detachable battery. Before you do a soft reset, make sure that your phone has at least 5% battery left. Your phone may not boot back up if you do a soft reset when there’s not enough battery left. Below are the steps on how to simulate a battery pull or soft reset on your Galaxy S7:

  1. Press and hold the Power (located on the right edge) and Volume down buttons (located on the left edge) for 12 seconds.
  2. Use the Volume down button to scroll to the Power Down option.
  3. Press the Home key to select.

Note: The device powers down completely. It is recommended that the device be powered up in Safe Mode.

The second way to turn the phone off, in case the first one is unsuccessful, is by letting the battery drain power. If your phone fails to turn back on after it turns off, make sure to charge it immediately to avoid draining all the remaining power in the battery. Once battery percentage reaches 0%, there still a small trickle of power left in the battery itself to allow the circuits to respond once the charger is connected. Allowing too much time to pass before recharging the battery may fully drain the remaining power in the battery, which may effectively put the battery out of order. This is often the reason why a fully drained battery results to phones failing to boot. If the battery does appear to have exhausted its remaining power and the phone no longer boots up, you must send the phone in so it can be repaired or replaced.

Once you start turning off the phone normally again, make sure to try booting the phone to alternate modes so you can do follow up troubleshooting. Here are the steps:

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 #2: Galaxy S7 Phone app not working, “unfortunately, phone has stopped” error

The phone just started popping up with the error message, “Processcom.android.phone has stopped working,” when a text message was trying to be sent but it doesn’t do it every time.

Also sometimes when someone tries to call, the error message, “unfortunately, phone has stopped,” will appear and not allow the call to be answered and the phone freezes. It seems that the phone has been having several issues since it did an update to the kernel version. The icons changed with permission. After turning the phone back on the icons were changed and the keyboard layout was changed as well.

Was having problems with screen overlay but I think that it was fixed by turning it off but think other apps may be turned off that might need to be on. — Elizabeth

Solution: Hi Elizabeth. The first thing that you want to do is to delete the cache and data of the problematic app, in this case the Phone app. Both errors — “Processcom.android.phone has stopped working” and “Unfortunately, phone has stopped” — are indicating that this app has encountered a problem so deleting its cache and data may help. Here’s how to do it:

  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 6.0.
  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.

If clearing the cache and data won’t work, be sure to reset all software settings to their defaults by performing a factory reset. This procedure will wipe the phone’s internal storage so you must create a backup of your files before doing it.

  1. To factory reset your S7, follow these steps:
  2. Turn off your Samsung Galaxy S7.
  3. Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  4. When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  5. When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
  6. Using the Volume Down key, navigate through the options and highlight ‘wipe data / factory reset.’
  7. Once highlighted, you may press the Power key to select it.
  8. Now highlight the option ‘Yes — delete all user data’ using the Volume Down key and press the Power button to select it.
  9. Wait until your phone is finished doing the Master Reset. Once completed, highlight ‘Reboot system now’ and press the Power key.
  10. The phone will now reboot longer than usual.

Problem #3: Galaxy S7 sends MMS fine but receiver gets it under a different phone number

I have the Galaxy S7 and not for very long. so I discovered while texting my GF that when I sent an MMS to her, her phone received it under a phone number that is different from mine. All the normal messages I send to her show up under the proper phone number. No one else seems to have an answer for this and I have tried everything in the settings for texts and MMS and made sure anything network related is on. — Bhazelman32

Solution: Hi Bhazelman32. Did you troubleshoot your girlfriend’s phone too? If there’s no problem when you send a message, the problem must be on the receiving end. Make sure that your girlfriend’s contacts are in order. She must not save your number twice in her contacts list. She can also try to wipe the cache and data of her messaging app just in case there’s a bug that got stuck somewhere.

If all else fails, let here contact her carrier as it might be network related as well.

Problem #4: Galaxy S7 Home button does not unlock the screen | Galaxy S7 gets “failed” error message when sending SMS

My phone is fairly new and I’m already experiencing issues. The first issue isn’t that big of a deal but it is annoying. When the phone is locked, the home button doesn’t always make the screen come on and allow me to unlock the phone. I can push it three of four times with nothing happening.

Next, i get a “failed” error message when i try to send a text message. This usually happens when connected to Wi-Fi but had also happened when not. Please help. Thanks! — S526492

Solution: Hi S526492. Your first issue may be a sign that the Home button of your phone is malfunctioning and not that sensitive already. To check, pull up the service and test the sensitivity of the said button. Here’s how:

  1. Open the Phone app.
  2. Dial “*#0*#” (without the quote).
  3. Tap the Sub key button.
  4. Tap the Home button and see if it responds right away. The screen color should change to blue the first time you tap on the Home button. Alternate between another button and Home button to test the Home button sensitivity multiple times. A normally working Home button should change the screen color every time you tap it. If it doesn’t, it’s time to send your phone in for repair or replacement.

Your second issue may be due to a phone problem or an on-going network issue. If the basic software troubleshooting like wiping the cache partition, deleting messaging app’s cache and data, observing in safe mode, and factory reset won’t work, contact your wireless carrier for assistance.

For reference, below are the exact steps of some of the software troubleshooting procedures  mentioned:

How to wipe the cache partition of Galaxy S7

Minor firmware and hardware glitches can be fixed by deleting the system cache. In fact, we technicians always recommend doing it before performing any of the reset procedures:

  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.

How to restart an S7 to safe mode

It is imperative you know this procedure as it is very important in troubleshooting third-party or downloaded apps. You can follow these steps if your phone frequently reboots and you can’t perform troubleshooting while in normal mode.

  1. Turn your Galaxy S7 off.
  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.

Problem #5: Galaxy S7 won’t charge

Galaxy S7 wouldn’t charge. I did the cold boot. And it started charging again. That was yesterday. Today it wouldn’t charge again. Did cold boot. Started charging. Then on the way home today, wouldn’t charge. And still won’t after cold boot. Tried different charge cables and chargers as well. Cold boot is holding both volume buttons and power buttons. — Jdarmstrong1973

Solution: Hi Jdarmstrong1973. If you can still manage to power the phone back on, try to do the basic software troubleshooting procedures mentioned above such as wiping the cache partition, observing in safe mode, and factory reset. If not one of them will work, you can assume that bad hardware is causing the trouble. Have the phone repaired or replaced.

Before sending the phone in, try to do a closer inspection of the charging port. Sometimes, dust or a bent pin can cause erratic charging behavior. Cleaning the port or fixing a bent pin may help.

Problem #6: Galaxy S7 touchscreen is unresponsive

Hi Droid guys. So you have helped me get my phone out of black screen blue light of death but now it has crashed and has no LED lit up although it had the ‘back’ and multi screen icons white. Nothing I do gets the phone to respond. Any ideas so that I don’t have to wait for hours in the shop or have to have it sent away for repair ? I have recently updated it…bloody phone! — Debbie

Solution: Hi Debbie. You can try to either boot the phone to safe mode or recovery mode so you can do some follow through troubleshooting steps. If you can manage to boot it to safe mode but not in regular mode, that’s an indication that a third party app is the culprit. To fix the issue, you should uninstall apps until the issue is eliminated.

Under recovery mode, there are two procedures that you can do — wipe the cache partition and factory reset. Try to wipe the cache partition first and see if your phone will boot back normally. If it doesn’t do a factory reset.

Problem #7: Galaxy S7 won’t charge due to moisture in charging port

Last night, before i went to sleep i put my phone to charge and it detected moisture. So i cleaned it with a Q-tip stick and it started to charge again. So i went to sleep and when i woke up it wasn’t charging anymore and doesn’t want to. Do i file a claim for a new one or should i just get a wireless charger? — Lesleymolina411

Solution: Hi Lesleymolina411. The Galaxy S7 will not charge via cable if it detects moisture. Make sure that you dry the charging port thoroughly first before doing any other troubleshooting or sending it in. Try to use a hair dryer to blow out remaining moisture inside the port. Be careful not to put more than necessary heat to the charging port to avoid overheating the phone. If nothing changes after you do this, you can consider asking for phone replacement.

Problem #8: Galaxy S7 Google app keeps crashing | Cannot transfer apps from Galaxy S7 to SD card

Hi! I have a Samsung Galaxy S7 that I love. Recently, I had problems with the screen flashing, and received a brand new phone under warranty. I set up the new phone just like the old. It updated the Google Now app with the Google Assistant which I HATED, so I rolled back the Google update. I uninstalled the Google app and unchecked the auto-updates. This fixed it so I had Google Now with a long press of the home button. I accidentally pressed update to the Google app update while updating other apps, and it re-installed the Assistant app a second time. Again I uninstalled the Google app, made sure it wasn’t auto-updating, and tried to reinstall it. Now whenever I long press the home button to go to the Now cards or I use the Google search widget on my phone’s Home screen, it opens for a moment, then says the Google app has crashed. Unfortunately there’s no option to report the crash. I’ve tried restarting the phone, etc. but nothing helps.

I also noticed another strange thing, that I can no longer move the apps from the internal storage to the SD card through the Settings Application Manager. I don’t know if this is related to the Google app crashing, but I really would appreciate any help you can give. Thanks in advance!! — Danny

Solution: Hi Danny. First try to delete the cache and data of the Google Services Framework app. This app is responsible for supporting other Google apps and services. If it becomes corrupted for some reason, it usually leads to the problem you’re describing here. Wiping its cache and data should easily fix the issue.

Once you’ve cleared the cache and data of Google Services Framework, download the update for Google app again.

Not all apps can be moved to the SD card. Pre-installed and core apps (those needed to run the phone) don’t have option in them to be transferred to an SD card.

To transfer an app from the phone’s internal storage to an SD card, follow these steps:

  1. From the home screen, choose Apps.
  2. Choose Settings.
  3. Choose Applications.
  4. Choose Application manager.
  5. Choose the app you’d like to move.
  6. Choose Storage.
  7. Choose Change.
  8. Choose SD card.

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