Hello #GalaxyS6 fans! Welcome to our latest S6 troubleshooting page. Today we cover some internet- and connectivity-related problems on this device. We hope that you’ll find it a useful reference for your own similar problems.
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 mobile data won’t work after installing Android update
I am using Samsung Galaxy S6, and I have issues with my connection after the software update. It appears on top with 4G but doesn’t connect with the internet using mobile data. This forces me to restart over and over in between a chat conversation in an app. How to fix this? Please help me. Thanks.
It annoys me to restart the phone again just to regain its mobile connection and losses again after a few minutes. — Johanna
Solution: Hi Johanna. In nearly every mobile data connection issue, the cause may lie on the carrier side so you’ll eventually need to contact your service provider if the solutions we provide here won’t work. If you’re positive though that the issue started after installing an Android update, we suggest that you do the usual set of software troubleshooting steps as detailed below.
Clear the cache partition
Android uses a special set of cache when loading apps called system cache. This cache is stored in the cache partition. The problem is that sometimes, this cache gets corrupted so as a maintenance step, Android users are supposed to clear the cache partition regularly, or after every installation of major Android upgrade. If you haven’t tried it yet, here’s how it’s done:
- 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.
Ensure that all apps are up-to-date
Apps can cause problems too. To minimize bugs off apps, you want to ensure that you only install compatible and updated versions. If you turned off automatic installation of updates in Play Store app, be sure to regularly check that you allow updates to be installed. Better yet, simply turn back on the automatic update installation option.
To do that, just do the following:
- Open Play Store app.
- Tap the Menu icon (three horizontal lines at the top left).
- Tap Settings.
- Tap Auto-update apps.
- Select either Auto-update apps anytime or Auto-update apps over Wifi only.
Restart the phone to safe mode
As a continuation of your troubleshooting for possible app-related issue, you’ll want to see how mobile data works when all third party apps are suspended. This can only be achieved by loading the phone to a different mode called safe mode. Because no third party apps are running, this troubleshooting method will help you tell if one of your apps is causing the problem or not. Basically, if mobile data works, that’s a clear indication that an app must be preventing mobile data from working properly.
Safe mode won’t help you pinpoint the exact app though so you’ll have to use the process of elimination to identify it.
Below are the steps on how to boot to 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.
Restore all software settings to their defaults
If all the troubleshooting steps above won’t help fix the problem, the next to final step is by making sure that you wipe the phone clean. Factory reset, as the name suggests, will erase all user data such as photos, videos, etc., so be sure to create a backup of your files before doing it. Most importantly though, it will return all software back to their known working state. This will effectively eliminate any possible bug or glitch that may have developed after you installed the update.
Below are the steps on how to do it:
- 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 Vol 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.
Let your carrier know
We assume that there’s an unknown software or app bug that causes the mobile data issue you’re having so any of the suggested steps above should work. However, if the problem continues after doing a factory reset, you should not hesitate to contact your carrier as there may be a network issue causing it. There’s also a chance that the problem is being caused by a coding issue in the firmware that they provide so reporting the trouble should help them narrow down the possible reason at their end. Remember, if it’s a coding bug, the more users report it, the more likely they’re going to act on it. Even if you’ll not have an immediate solution, you can get the assurance that they’ll certainly work on it.
Problem 2: Galaxy S6 can’t connect to wifi, keeps asking for username and password
My Galaxy S6 edge will connect to my wifi but i can’t get Internet access. It tells me there was a problem with the connection. I have no Internet access on my phone. It asks me to put in a user name and password and i don’t know it. I only have a password for my wifi. Which I have previously been connected to but here in these last 2 weeks I can’t connect to it. — Kristyclark715
Solution: Hi Kristyclark715. The username of your wifi network should be the name of the wifi you can see. The only instance that a phone will ask for a wifi username and password is when there’s a change in the said network. For example, if the username or password has been changed recently, your phone will be asked by the router to authenticate again by asking for the new username and password. If you are not the administrator of your wifi network, make sure to talk to the administrator to give you the new credentials.
If you are the administrator and this issue appears out of the blue, be sure to restart both the phone and router before entering the username and password. If that won’t work, contact your internet service provider (the company that provides the router and your internet service, NOT your phone) and let them help you troubleshoot the issue.
Problem 3: Galaxy S6 GPS stops working when using AT&T network
I recently changed my Samsung S6 from Verizon to AT&T and I have had connection issues. WiFi is fine, but my GPS on Google Maps dropped out the other day while I was traveling through a very populated city. It never once did that with Verizon. I lose phone service in buildings now where I never did before. Is there a setting the AT&T salesman missed or did I make a huge mistake switching carriers. — Michael Seidel
Solution: Hi Michael. If this problem never occured when you were with Verizon before, the most likely explanation is the quality of mobile data service you’re getting with AT&T at the problematic locations. Keep in mind that no two carriers will have the same signal reception quality in all places. If your AT&T mobile data connection was spotty in places where the GPS failed, that’s not a phone issue. Try to talk to AT&T and see if there’s a workaround for it. Otherwise, you’ll just have to accept it as a fact of life now that you’re with them.
Problem 4: Galaxy S6 can’t send and receive MMS, mobile data not working
My husband has a Samsung S6 plus phone. He’s been having troubles in getting pictures sent through texting as well as not being able to use Internet without wifi. He’s had a Samsung before and has never had a problem using the Internet without wifi but for some reason he can’t on his phone unless it’s where there’s wifi. Even with that on he still can’t view pictures sent via texting. — Lara
Solution: Hi Lara. Sending images or videos via texting, also known as Multimedia Messaging Service (MMS), only works if a phone has mobile data connection subscription. There are two types of connections that you can use to connect your device to the internet. One is via wifi and the other is via mobile data. Mobile data is an added service from your carrier so you’ll have to let them enable it for you. It’s not free of course. Once mobile data subscription has been activated on your husband’s account, the phone must be set up properly in order for said service to work. For this reasons, we suggest that you contact your husband’s carrier and so they can walk you through the entire process.
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