Galaxy S6 fails to play video and audio files after installing Android Nougat, other issues

Hello everyone! Welcome to another #GalaxyS6 post for the day. We hope that you will find this   material useful.

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: Galaxy S6 edge losing People edge contact color after Nougat update

My edge contact colour gone, music player keeps stopping with error… all after the update! So disappointed. Wish i hadn’t updated. It’s like my phone is a different phone altogether. Horrible job Android…my Samsung S6 edge isn’t what it was before. All the features i loved, are gone! What is the point of the edge contacts??? No point now???? Why take it away now???? Samsung should refund us and give out new phones then if they dont want us to use the features we had on our phone…. My phone is called a Galaxy S6 Edge!!!! So unhappy! The update has ruined all my settings and taken a lot away from the features i loved. Not happy at all. — Sandra

Solution: Hi Sandra. Android as an operating system evolves. That means that it regularly receives new features while also losing some. Unfortunately, the end user like you does not control what gets added or removed come a new Android version. It all depends on the developers, which can be Samsung (or any other hardware maker), Google, or your carrier.

We are positive that Samsung removed some features in their Galaxy S6 and S7 edge phones, like the one that allows a user to assign different colors for a number of contacts in People edge. We think this feature is a handy one but Samsung did not provide any rationale why they stopped supporting it. Like you, there’s nothing much that we can do for this. We have no influence over Samsung’s or any developer’s decision to change whatever they feel is necessary.

If you want to let Samsung know of your negative experience, we suggest that you contact its customer service directly.

Problem 2: Galaxy S6 randomly calls numbers not listed in Contacts app

I just recently bought a used unlocked Verizon Samsung Galaxy S6 and my service provider is Straight Talk. The phone is in mint condition, however, it makes random calls to random people who are not in my contacts. I keep getting callbacks from people saying that they got a missed call from my phone number. I am not calling anyone. This happens often and it’s getting very frustrating. Please help! ***I’m also not sure what android version I have so I guessed. — Tammy

Solution: Hi Tammy. Do a factory reset first and observe your phone for a few days. Make sure that you don’t install anything — apps or updates — during this period. Since your phone will be running pre-installed apps only at this time, this may help your identify or narrow down possible causes. If your phone goes back to working normally during this time, it’s very likely that one of the installed third party apps is to blame. On the other hand, if the issue continues even after a factory reset and without any apps installed, you must contact your carrier and report the problem.

Below are the steps on how to factory reset your Galaxy S6:

  1. Create a backup of your important files such as photos, videos, contacts etc. You can use Smart Switch for this task.
  2. Turn off your Samsung Galaxy S6 Edge.
  3. Press and hold the Volume Up, Home and Power keys together.
  4. When the device powers on and displays ‘Power on logo’, release all keys and the Android icon will appear on the screen.
  5. Wait until the Android Recovery Screen appears after about 30 seconds.
  6. Using the Volume Down key, highlight the option, ‘wipe data/factory reset’ and press the Power key to select it.
  7. 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.
  8. After the reset is complete, highlight ‘Reboot system now’ and hit the Power key to restart the phone.

 Problem 3: Galaxy S6 fails to play video and audio files after installing Android Nougat

After updating my phone to Nougat, audio and video files failed to play. This happens on the default video ad music app as well as in Instagram, Facebook, and Youtube whenever I play video. However, the problem is fixed when I restart my phone but it doesn’t fix it permanently. The problem returns after 1 or 2 days. I already did a wipe cache partition as well as factory reset but the problem still persist. Thank you for the time for reading this and helping me. I’m really hoping that you could help me as I was desperately finding a solution for my phone. Have a nice day! — Raymond

Solution: Hi Raymond. The cause of the problem may be app-related. To check, set your phone to safe mode and see how the device works while playing a video or audio file. Safe mode blocks third party apps and services. If the issue is non-existent during this time, you can bet one of your apps is causing the problem. Here’s how to do that:

  1. Press and hold the Volume Down and Power keys for 20 to 30 seconds.
  2. Once you see the Samsung logo, release the Power key immediately but continue pressing the Volume Down key.
  3. Your phone should continue booting up and you will be prompted to unlock your phone as usual.
  4. 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.

It’s important that you invest some time to do the observation since there’s no direct way to test if an app is causing the problem. Allow the phone to run in safe mode for a few days so you’ll see the difference.

If the phone continues to fail to load video or audio files even when on safe mode, do another round of factory reset and again observe how the phone works for a few days. Make sure that you don’t install any app or update to allow only pre-installed apps to work during this time. This will be the last troubleshooting step that you must do, and should give you an idea whether the problem can be fixed or not. If the issue remains during the observation period, have the phone replaced.

We think that your problem is caused by an app so if the phone works normally after a factory reset, be sure to install only compatible and trusted apps. Some compromised apps will initially allow you to install legit versions but would later on switch to bad versions for whatever purpose their developers may have in mind. This is the main reason why you should only install apps from trusted developers. If you tend to install apps from third party sources, don’t expect not to experience problems later on.

Problem 4: Galaxy S6 edge stuck in Sprint logo screen, apps keep freezing

Hello! I own a Samsung Galaxy S6 edge. I updated the latest software around a week ago and since then my phone freezes on apps and when I restart it freeze on the “Sprint LTE” screen in which I have to hold power and home button down to get it out of. The typing has become laggy and the charge doesn’t stay anymore either. I don’t know if it’s the new software or time for a new one considering the S8 came out. Please help! — Madisynh

Solution: Hi Madisynh. Try wiping the cache partition first. This will ensure that you have refresh the phone’s system cache. Here’s how it’s done:

  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.

If the issue continues after wiping the cache partition, do a factory reset. We believe that any or both of these procedures should address your issues. If they won’t, that’s an indication that the firmware version may be coded poorly, or that a much deeper problem like a bad hardware exists. Either case, you’ll need to send the phone in for repair or replacement.

Problem 5: Galaxy S6 laggy and slow, camera keeps crashing, and apps become unresponsive after an update

Hi. Thank you so much for helping! The tips on the website are excellent.

I installed a new update on my Samsung S6 Edge yesterday to Android 7.0. After the update, the phone became very slow, several apps are unresponsive and shut down, the camera goes to black every few seconds and the back button doesn’t work. I performed a cache wipe based on instructions from your site. This didn’t resolve the issues, unfortunately. Is there any known resolution to these issues, or would I need to replace the phone? The hardware of the phone is in otherwise excellent condition, as it lay unused for over a year when I originally bought it, so it is as good as new. — Radha

Solution: Hi Radha. The other troubleshooting steps that you can do in this case should be to:

  1. factory reset the device
  2. and to ensure that you only install necessary and 100% compatible and official apps.

If the problem continues after doing these two steps, go ahead with a phone replacement.

Problem 6: Galaxy S6 camera won’t work after hardware repair

Just replaced the LCD and digitizer on my Galaxy S6 (due to moisture damage). All works fine with the exception of camera. A “CAL” change testing device error appears.

Also, wifi works fine. however I cannot get a connection to my carrier’s network. Tried rebooting, clearing data and cache etc. Haven’t tried a Factory Reset. Is that required after a screen replacement? Thanks. — Jim

Solution: Hi Jim. Factory reset is usually the last possible software solution an end user can try. It’s not necessary after hardware repair but if you think the problem is due to a software bug, go ahead and do it. We don’t think it will help fix your problem though. If your phone was previously exposed to water, the most likely reason for your problems is hardware malfunction and not software-related, which means you may not be able to fix them at all unless you replace the entire motherboard or the phone.

Problem 7: Galaxy S6 soft keys not working after water damage

I dropped my S6 into a water (toilet) for a 1 second and grab it and clean it immediately with towel. It wasn’t shut down and it was working, but the touchscreen is pressing one or two buttons by itself. It works and I can use it and open everything I want, but it goes back by itself. So, if I’m trying to type message on Facebook, I must write few letters then it closes Facebook app by itself. so I have to open it again and continue writing, and etc. Or when I’m in messages app, it opens settings in right up corner. So I thing that it have been pressing this two buttons in right up and right down corners. Everything else works. I try to left it in rice but it didn’t help. Thank you for your help. — Katarina

Solution: Hi Katarina. The length of time when your phone got exposed to water does not matter at all. What matters is the fact that your phone started showing problems right after the incident. The Galaxy S6 does not enjoy water resistance protection so even a fraction of a second of exposure can lead to permanent problems. Ideally, you’re supposed to turn off the phone, remove the battery, dismantle everything, clean all the parts with alcohol, and dry the phone in a bag of rice for a few days. And that’s only the “first aid,” not the “cure.” You must then have the device repaired if problems show.

We know you can’t do the “first aid” part because the phone is difficult to open. This is the reason why recommend that you let a professional check your phone now. If you’re lucky and the water damage is only isolated to the soft keys area, a repair may  bring back your device to working order.

Problem 8: Galaxy S6 won’t charge unless plugged in

Hi. I’m actually in Canada with Telus. Not T-Mobile. My phone will not connect or at least show a charge when connected to cable. Outlet, USD to PC, it doesn’t start to charge or show lightning bolt icon.

If powered off and connected, it does charge to 100% over about 8 hours. I’ve never noticed power issues. The previous day it was powered down to zero for a few hours as I didn’t have access to a charger. It charged over night in power off status, to about 65 percent. When it got down to 5% later that day I tried to charge It, and that’s when I first noticed. I’m using 2 different cables, one came with mine and one with my wife’s S8, (fast charging something which seems to be a much slower cable to charge with on either phone) both cables work for S8.

What I find the strangest is that it does charge in power off, but not at all if power is on. Any help would be appreciated. Running Android software version 7.0. — Alex

Solution: Hi Alex. There may be a lot of apps and services running actively and in the background when your phone is turned on. Go over your list of apps and uninstall the  ones you don’t need. After that, check your apps again and make sure that you only leave those that are compatible and coming from trusted developers. Remove anything that you don’t need like games. If possible, do a factory reset and observe how charging works when only pre-installed apps are there.

You also want to ensure that the operating system detects the battery level properly so make sure that you recalibrate the battery after a factory reset. Here’s how it’s done:

  1. Use the phone by playing games or doing tasks to hasten power discharge, until the phone turns itself off.
  2. Turn the phone on again and let it turn itself off.
  3. Charge the phone without turning it back on.
  4. Wait until the battery says it fully charged to 100%
  5. Unplug the charger and turn the phone on.
  6. If the phone says it’s not 100% anymore, turn it off, plug the charger back in and wait until 100% charge is reached.
  7. Unplug the charger the turn the phone on again.
  8. Use the phone until you drain the battery down to 0.
  9. Repeat the cycle once.

Problem 9: Galaxy S6 edge plus won’t charge or turn on

I have a S6 edge plus, used it for 1 and a half year. Everything was fine till yesterday. I was browsing through my phone and insert the original fast charging cable to the phone. Suddenly it just auto restart. After it restart, it hangs again. Then auto restarts. The cycle went on many times. So I just quickly did a software upgrade while it is still on. The upgrade took about 15 mins, and the phone stay on throughout. After update, the same thing happen again… hang and auto restart. After several tries, I can’t turn on the phone at all, but the blue LED light is on. Tried to power it on  after many attempts. Finally it powered on once… but went off. This time around i can’t power it on and can’t charge. Plug it into many different charger and computer , and it is still not responding , not even the red charging led light. Please help… Thanks in advance. — Dodo

Solution: Hi Dodo. Try to see if you can start the phone to alternate modes. If your phone remains unresponsive and continue not to charge, there’s really nothing much that you can do except to send it in to be repaired or replaced.

Below are the steps on how to boot your phone to alternate 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 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 10: Galaxy S6 won’t fast charge with Anker power bank

Hi. would be curious to find an answer to this: my Samsung S6 was updated around the 2nd week in May and it has never charged up fast again, using my Anker power charger anymore, without it being a painstaking experience. Oddly, it does still charge normally using the Samsung wall charger (it takes the same fast charge time as before) but the power battery charger that worked perfectly before, (charged fast) now takes 5-6 -7 hours to fully charge. I’ve charged my wife’s iPhone 7S using the power charger and it charges just normal (as fast) as before. So I know it is the phone not the charger … and it started EXACTLY the first time i used the power charger after the update. I’ve cleared cache, charged in Safe Mode … nothing has worked to let me use the power charger. What gives?! — Francis

Solution: Hi Francis. Try a factory reset and see what happens. There may be a software glitch causing it. There’s no way to know where the problem lies but if you’re positive that the only different thing that you did was to install an Android update, we hope that a factory reset on your phone will help. Refer to the steps above on how to do it.


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