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Galaxy S7 won’t save photos, keeps getting add popups, unable to add personal email, other issues

Hello Android community! Welcome to our latest #GalaxyS7 post for this day. We tackle 13 S7 issues in this post so we hope that this will become an additional reference for those looking for solutions to their S7 issues.

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: How to fix Galaxy S7 stuck in Bootloader exception screen issue

On Sunday I’d been using my phone as normal. When i got home, it was on 10% charge so i put it on to charge for a while. When i picked it up the screen was blank. I tried to reboot but nothing except a blank screen with red writing. I’ve tried all the reboot and reset instructions but nothing. The red writing only appears if the phone is plugged into charger: Bootlaoder exception [ RST_STAT = 0x100000 ] Exception: do_handler_serror: SERROR(esr: 0Xbf000000) pc : 0x8f013f4c       lr : 0x8f027d7c       sp :0x0f117ad0. — Leslie

Solution: Hi Leslie. We noticed this issue happening in older rooted devices. If you rooted your device or used a custom software on it, try reflashing and unrooting it first.

If your phone was never rooted or flashed with a non-official firmware, try to see if you can boot it to Download mode. In some cases, booting it to download mode and restarting it afterwards fixed the issue. Here are the steps on how to do that:

  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 logo shows on the screen, release the Power key but continue holding the Home and Volume DOWN keys.
  4. Wait until the Download screen appears. At this time, you can choose to restart the device from the menu.

If the phone cycles back to the same bootloader exception screen after a restart, you can then try to flash the bootloader. Below are the sample steps on how to do that:

  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.

Keep in mind that the exact steps on how to flash the bootloader in your device may vary slightly from this guide above. Be sure to do some research ahead of time. The steps we provide above are only for demonstration purposes and they may not be the correct ones for your phone model.

If the problem persists after doing all the steps above, contact Samsung and let them check the phone.

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

I charged my phone over night as i always do. After an all night charge, it only had 40%- 50% charge. Then tried charging it at work. After charging at work for 4 hrs it was only at around 20%- 30% charge. I had not used the phone at all while working. This cycle continued on the second day, just less battery. once the phone died i was able to turn it back on just for a moment but after a time that even stopped. I have used 4-5 different brands of mini usb cables and different sockets. cables and sockets that have worked well in the past. — Gabriel

Solution: Hi Gabriel. The main question right now is this: can you still turn the phone back on at this time? If it’s totally unresponsive or dead, there’s nothing much that you can do. You can of course try to restart it different boot modes (steps provided below) but if the phone remains off, you really have to send it in. Period.

For reference, here are the steps on how to restart your S7 to other boot modes:

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 logo 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 logo 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 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 3: Galaxy S7 randomly rebooting, overheating even when not in use after screen replacement

I have a Samsung Galaxy S7 and ever since i had to replace my screen, my phone has been acting as followed:

  • turning off for absolutely no reason (usually around 50% battery) and when I turn my phone back on, all of a sudden it’s at 0% music changes in volume (both to max and min) whenever it wants to and I can’t manually change it
  •  overheating just by sitting on the table not running any apps

To attempt in fixing this problem, I have:

  • factory reset
  • run in safe mode
  • bought a portable charger
  • bought new headphones
  • bought a new case.

Nothing seems to work, please help. — Andrea

Solution: Hi Andrea. Sometimes, DIY (do-it-yourself) repairs can be fun and cost effective, but if something goes wrong afterwards, you only have yourself to blame. Well, since you seem to know how to open the device and do a repair, we suggest that you check if the battery is working. That should be the first step. If battery is fine after running some tests to it, go ahead and check the integrity of the power management IC. In a lot of power-related cases, a bad power IC is the cause so you may have to replace it if it’s acting up.

If both the battery and power IC are working normally though, there must be other malfunctioning components that you haven’t checked. Unfortunately, checking the integrity of every component in a motherboard is not practical so if you’ve come this far, the best thing that you can do is to replace the motherboard.

Problem 4: Galaxy S7 won’t save photos, keeps getting ad popups

My phone is having issues with taking photos. Some photos will save to the device without issue but others will save and then you cannot open the photo or video. Usually when i try to work around it i get a message that the file is not supported. I’ve lost lots of photos because of this. I keep getting warnings that the phone is infected with a virus, which I suspect is simply an ad to get me to download an app but they often say that the phone, apps and photos can be damaged. — Derrick

Solution: Hi Derrick. If your phone keeps showing a popup or add to install something, it’s probably because one of your apps is compromised. To ensure that you fix both the photo saving issue and a possible virus infection, you must start with a factory reset. Doing so will delete all apps and services that may be associated with the persistent popups you’re getting, as well as deal with photo saving glitch. To factory reset your S7, follow these steps:

  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 data / factory reset.’
  6. Once highlighted, you may press the Power key to select it.
  7. Now highlight the option ‘Yes — delete all user data’ 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.

Once you’ve factory reset the device, make sure that you replicate the issue right away. Also, do not re-install your apps immediately. Try to see first if your phone should now be able to save photos without glitching. If it does, you can bet one of your apps is problematic.

Now, malware infection in cellphones today are brought mainly by malicious apps themselves. Thus, the first steps that you need to take to prevent infecting your phone with malicious software is to ensure that you only install good apps. You want to screen every app that you install. By that we mean you have to take some extra steps before installing an application. For example, checking the reviews of other users and doing some quick Google search may yield some information for the said app.

Some apps may be good ones at first but later on can receive updates that include malicious codes. This scenario has happened time and again in Android over the years so users like you must ensure that you only install apps from trusted sources or developers. Google has recently discovered that a South Korean company is responsible for a number of infected apps in Play Store. Try to avoid those from least popular or developers as much as possible. Remember, the less apps you have, the less likely you’ll get a malware. Just like in a real world, try to prioritize your needs in your phone and only install apps that you absolutely need. You don’t want to install just about anything. Doing so is a sure way of compromising your device.

Problem 5: Galaxy S7 stuck in boot loop

Hi. I’m a basic user – email, calendar, contacts, SMS, WhatsApp, Google, and a newspaper – but high dependency on that information. I have a few apps but no recent installs and I’m not sure the Android version so I’ve guessed in the form below. Phone is approx 15 months old. While using it yesterday, the screen went strange and then it went into a continuous restart cycle. I followed your instructions and got the Android robot which looked promising but it froze. After numerous tries of the sequences you suggest the screen totally froze on black. Overnight the battery discharged and this morning when it has a little charge in it I was able to return to the continuous restarting cycle. My attempts to try your fixes have come to nought and I’m back on a frozen black screen. I then took out the SIM and micro SD card but it hasn’t helped…frozen black screen is all I have. Throughout this there has been a little blue pulsing light in the top left of the silver surround. It’s unchanged whatever happens. Any clues on a solution? PS…by the way…you have a great site here. — Jamesmackrill

Solution: Hi Jamesmackrill. If you’ve already tried to restart the phone to Recovery mode to try to wipe the cache partition and do a factory reset, then the next logical step that you should try is to reflash the bootloader. Please refer to our suggestion for Leslie above. If reflashing the bootloader won’t help at all, contact Samsung for additional support as there may be a deeper reason why your S7 is stuck in boot loop.

Problem 6: Chinese Galaxy S7 do not have Google apps installed

Good Afternoon to all of you! I have got a Samsung S7 Edge Model SM-G9350 for 2 SIM Cards and 64GB Memory. It was purchased in China. I am in Germany and find out now, that the device do not have Google available. What can I do from here? In Europe we do not have such a model for 2 SIM Cards and Memory of 64GB, only 32GB. Best regards. — Bernd

Solution: Hi Bernd. China bans Google and its services within its borders so electronics like a Samsung S7 built for Chinese users do not come with built-in Google apps. This restriction is on the firmware level, which means that the operating system has to be modified first before it allows Google apps and services to work. And that’s where the real difficulty starts. Since you’ll be modifying the firmware, you’ll have to root the device first. After that, you may have to install other custom software depending on your approach. We haven’t tried modifying a Chinese Galaxy s7 version so we have no first hand knowledge how it’s done exactly. Keep in mind that a rooted device is less secured compared to a non-rooted one so it’s up to you if you want to take the risks.

To find a good guide on how to do the steps you need, we suggest that you use Google or Youtube.

Problem 7: Galaxy S7 sound stops working after disconnecting headphone

Hi. When I play music on my S7 edge using Samsung headphones, everything will be ok. When disconnecting headphones, the player pauses (normal thing) then when i press play to continue hearing, the player works but sound does not appear. And also, sounds of device stops (ringtone, alarm clock). I also noted too little Sound muddled in the main speaker of device and Few high temperature. — Moath

Solution: Hi Moath. Try to wipe the cache partition first and see what happens from there. If you’re lucky and these glitches are the result of a corrupted system cache, refreshing it should fix the issue relatively easily. Here’s how to do that:

  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.

If wiping the cache partition won’t work, the next step should be a factory reset. Please refer to the steps above on how to do it.

Problem 8: Contacts unable to receive spam messages from Galaxy S7

So I’m trying to send messages to one other person and they will not receive my messages. I used a message spammer app that sends multiple of the same messages at a time on them and after that they did not receive any of the messages that were spammed and cannot receive any messages from me now but I can receive their messages and any other person that I text receives my messages. — Layne

Solution: Hi Layne. There’s a few moving parts in this case, one being the possibility that the carriers of the recipients may have identified your messages as junk or spam and blocked them from their network. It’s also possible that the recipients themselves may have blocked your number so make sure that you work with them in figuring out the issue. Try to send a single SMS to a contact that’s having difficulty receiving your spam messages. If possible, try using a different app for this troubleshooting. This will help you determine if your number was blocked by the carrier of the recipient or not.

Problem 9: Unable to add personal email to stock Galaxy S7 email app

Hi! I’m trying to get my personal email on the stock email app on my Galaxy S7. Every time I try to sign in to it, it says “Checking incoming server settings…” and stays that way for forever. It doesn’t go away. It’s extremely annoying because I am a college student and I sort of need access to my email daily. How the heck to I fix this? Also, not sure what version it has. It is the most up to date version for the galaxy s7. — Madelyn

Solution: Hi Madelyn. We’ve seen a scenario like this happening when trying to configure emails with two-step verification feature enabled. Make sure to go under your account’s security settings first and disable any security feature before attempting to reconfigure your email again in your S7. once you’ve successfully configured the account, don’t forget to enable two-step verification feature again.

Problem 10: Galaxy S7 email folder sync option keeps resetting

I added my work Exchange account (on premise, not Office 365) to my Galaxy S7’s native mail client. I am also a big user of subfolders under my inbox. For some reason, the folder sync settings keep getting reset to ‘manual’ about once a week. I have tried setting the folders to sync as ‘auto’ and as ‘use default settings’ and nothing seems to help. This bug is causing me to miss important emails as they are not arriving in a timely fashion.  Any help would be appreciated. — Carl

Solution: Hi Carl. There may be a bug in your email app. Make sure to delete its cache and data and see what happens from there. Here’s how to do that:

  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 Cache and Clear Data buttons for the application.

Should nothing change after wiping the email app’s cache and data, the next logical step that you would like to do is to try a different email app such as Google’s Gmail or Microsoft’s Outlook.

You may also want to do a factory reset to see if it’s an operating system bug.

Problem 11: Can’t transfer files from Galaxy S7 to computer

Hi. Honestly I’ve tried everything but I keep having the same problem with my Galaxy s7. My mac doesn’t recognize it and the phone keeps saying I should try with the Android app for Mac or smart switch. I’ve download everything, even Kies but NOTHING. I don’t know if it’s a phone setting but it only works when I want to transfer images, and I need all multimedia. Please Help, and try to update more accurate information for this problem. — Camila

Solution: Hi Camila. We don’t know what your exact situation is but based on historical data, a problem like this is usually caused by an issue on the computer side. To check, connect your phone to another PC or Mac and see if it can move files without a problem. Make sure that the second computer that you’ll be using has updated operating system, drivers, and Smart Switch program. If file transfer works fine on this second computer, then that’s proof that our suspicion is correct. To fix the problem in your first computer, make sure that it’s running the latest operating system updates and drivers.

Problem 12: Facebook Messenger in Galaxy S7 drops calls during calls

Hi there. I have just purchased a Galaxy S7 and have been excited to use it. However, there seems to be a big problem with it working with messenger calls. I use messenger daily to call people who do not live in my country, therefore it is important for me to make sure it works. If im not on the “call screen” the call constantly disconnects – that’s if I’m on another app or simply lock the screen. Is there any way to fix this? Thanks. — Ellie

Solution: Hi Ellie. We assume that you’re referring to Facebook Messenger app when you say Messenger here. To try to fix the issue, consider wiping its cache and data first (steps provided above). If that won’t work, you then want to delete the system cache to ensure that the system cache is fresh. If that won’t help either, then a factory reset might.

Finally, if the issue persists after a factory reset, talk to your carrier (to see if there’s any issue on their network whenever Facebook Messenger’s voice calling system is used), or Samsung (to have the phone replaced). Alternatively, you may also want to contact Facebook for support.

Problem 13: Galaxy S7 sound fades when watching videos after installing Android update

Hi. So my Galaxy S7 that I’ve only had for about a month just recently started cutting out the sound. By this, I mean that it fades away/mutes during YouTube, Instagram, and other apps that have videos. I’ve tried all the solutions I’ve seen on here and other sites, including installing a third party app. All of the solutions were temporary. I have a strange suspicion, that this is all due to the new software update, because none of this happened before then. — Raechel

Solution: Hi Raechel. If you believe that the problem started after installing an Android update, the things that you must do must include the following:

  1. wipe the cache partition
  2. observe the phone in safe mode
  3. restoring all software settings to their defaults via factory reset

Once you’ve done a factory reset, be sure to observe the phone for a few days without installing any apps. During this time, try to replicate the problem. If it doesn’t return, you know that it must one of the apps. If it does return though, you may be right, that the issue is operating system-related. In this case, the best thing that you can do is to wait for an update that will hopefully patch the bug up.

 


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