Here’s another #GalaxyS6 post for you. As usual, we bring you a number of S6-related problems reported to us during the last few days. We’re looking forward to posting more of the same articles in the near future so keep watching for them.
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 can’t transfer photos to computer
Two problems: 1) Not able to transfer photos using MTP or PTP after update, and 2) No audio transmit on phone calls after factory reset.
For over a year I have transferred photos from the S6 to Mac using the MTP option under charging notification when using the USB/charging cable that came with the unit. After an auto update a few months ago, this option is no longer available. Now when I click on the charging notification I get a page with battery options for power saving. I also get a message saying the phone is charging slowly and to use the original charger. I attached another S6 phone using my cord and my Mac and was able to transfer the photos as before.
I tried an online chat with Verizon and for over an hour the agent walked me through a number of troubleshooting tests, checking all the settings, activating USB debugging, soft reset, etc. He told me the last resort would be a factory reset and that I needed to backup my photos and contacts before doing that. Yesterday I went to the Verizon Corporate Store and for three hours we tried everything including the backup and factory reset. The phone still has no MTP or PTP options page when clicking on the charging notification. Under settings, Developer Options, the USB configuration is set to MTP. I realize I can use the Google Cloud but it is very cumbersome and time consuming to upload and download photos that way.
When I returned home after the factory reset, I received a phone call and they could not hear me, there was no audio transmit. I again used the Verizon online chat for two more hours of testing to no avail. The only way I can use the phone now is on speaker phone. The voice recorder also works fine. They tell me I need a new phone. Could the factory reset have caused the new problem?
Thanks for any information or suggestions you may be able to add. — William
Solution: Hi William. If both problems occur after doing a factory reset (via Recovery mode) and without any apps installed, their most likely cause is bad firmware. One of the reasons (though it’s rare) for problems after installing an update is poor coding. This means that the update you installed was built inefficiently, hence causing bugs to a system. If this is what happened in your case, there should also other users affected by it since updates are released in batches. The thing is, there’s really nothing much that an end user can do about it. You can either demand for a new replacement phone and hope that it doesn’t cause you any problems at all come another update, or you can just ignore the problem for now and wait until it’s patched.
If your carrier can provide a replacement device, we recommend that you go for it.
Problem 2: Galaxy S6 screen keeps flickering when auto lighting is enabled
Hi Samsung. Recently my Samsung Galaxy S6 screen has begun flickering in low light. It continued to do so for a few weeks until it became increasingly bad. In the morning when I woke up to grab my phone I’d press the middle button and the screen would be black. It didn’t matter how many times pressed it, the screen would remain black.
Once I turn the auto lighting off it is fine. However, when I return it to auto it begins to flicker in low light again. I have done a factory reset and taken it to many service centres who are unable to help me as they do not understand the issue.
I have read many concerns about this issue on this page in the same way and all of the responses tell me to do what I have already done. Please could you help me with this! — Sofiadevita97
Solution: Hi Sofiadevita97. We’ve heard of this issue for some time now but we still can’t figure out if it’s a glitch in certain firmware versions, or if it’s caused by bad hardware in some batches of this device. There’s no official word from Samsung or from Google about it so we can’t say it’s a known issue. Like in some odd cases before, it’s possible that there’s a certain batch of these devices that have this problem. We are positive though that it’s not a common issue, at least, for Galaxy S6 devices if we take into account the millions of such devices in the wild.
Like in most isolated cases, the direction that you should take is to exhaust all possible software troubleshooting including factory reset and flashing (if you can manage). If you want to go with flashing, start by installing the original firmware that came with it (most probably Android 6.0). If these software troubleshooting won’t fix the problem at all, have the phone replaced.
Problem 3: Galaxy S6 calls keep dropping
Hi guys. I have Samsung Galaxy S6 and while on the phone, talking to someone, the call will either drop or will go to hold itself. The sensor is fine, I tried to check if the screen goes black when it’s by my ear. I am definitely not pressing any button during call, reception is always good, plus this is happening to me on my second S6 already. It’s sooo frustrating, because sometimes I am talking to someone for 30 second without knowing they can’t hear me and then they can hear me again. Sometimes call just drops.
I tried to do soft and hard reset, update software, even pressing the home button during call to go to homescreen, just to make sure I’m not touching hold button. I think I tried everything. Thanks for your help guys!! — Alex.voznak
Solution: Hi Alex.voznak. If the proximity sensor works fine, then your next move is to check whether it’s due to a bug in the phone app you’re using. Make sure that you wipe it’s cache and data. Here’s how it’s done:
- 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 or 7.
- 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 Cache and Clear Data buttons for the application.
- Tap Clear Cache button first and observe how calls work afterwards. If nothing changes, do the Clear Data option.
Should the issue remain after doing the two steps above, you should then try to see what happens if you use another phone app like Facebook Messenger, Google Hangouts, or any similar app.
If you tend to install apps without checking their sources, it’s possible that a bad third party app is behind the trouble. Try to observe how calling works when the phone is in safe mode. Safe mode blocks third party apps and services so if one of the apps is responsible, the issue won’t occur. Below are the steps on how to boot your phone 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.
If the problem continues even when you boot your S6 to safe mode, you should then try a factory reset. If that won’t fix it either, contact your carrier for support.
Problem 4: Galaxy S6 screen won’t respond, stays black
I have had my Samsung Galaxy S6 about 2 to 2 and a half years. Just Saturday night while I was at work, I pulled my phone out of my pocket to check the time and the screen was fading. Mind you, I stand at work all day long with my phone in my pocket and had not dropped it at all that day. I have dropped this phone many times in the past and it’s never done this, and only one drop a year ago resulted in multiple cracks across the back of the phone. When I woke up the next morning, Sunday (6/18/17), the screen had completely went out. It was on vibrate before it went out so I can still get calls and hear that messages are coming in, but I can’t see anything. The only things that still work are the LED lights at the top and bottom of the phone. My insurance is void because of the cracks and I have tried all the different methods of trying to get it to cut back on (hold down the volume, power, and home buttons in different combinations), but NOTHING is working. The phone restarts but nothing happens to the screen. I don’t have any alternatives and money’s tight so the phone probably won’t be paid off and upgraded any time soon. Are there any other ways to get the phone screen to work again, or am i just screwed? — Lauren
Solution: Hi Lauren. If the phone screen remains unresponsive and nothing comes out positive when you try all hardware button combinations, you can assume the screen assembly is broken. To fix that, you must send the phone in. We know a paid repair may not be an easy option for you but it’s the only way to fix a bad screen. There’s no software magic or hardware button combinations that you can perform to fix a malfunctioning hardware.
Problem 5: How to unlock FRP-locked Galaxy S6
I rooted my S6 because I wanted SuperUser access to use an interactive shell. I did a factory reset beforehand and then I set up my Google account after the root was completed so I could have access to the Play Store to get the apps I wanted. My S6 had been having battery issues (I recently upgraded to S8) and it died. When I try to start it, I get the “Custom Binary Blocked by FRP lock” error and the phone won’t turn on. I’ve read that FRP is automatically turned on when a google account is connected, and that is why I’m getting the error. Is there any way to get around the FRP lock so my phone will turn on? — Kalebschulz
Solution: Hi Kalebschulz. There’s no official workaround if your phone gets locked due to FRP. You must enter the correct Google account credentials in order to unlock the device.
Some users were reportedly able to unlock an FRP-locked device by flashing the firmware though we haven’t tried it so we can’t verify them ourselves. Try to visit Youtube and find videos that demonstrate workarounds for this issue.
Problem 6: Galaxy S6 stuck in boot loop after an update
In May, my daughter allowed a recent system update to run on her phone, and now it won’t work anymore. She doesn’t know the version, but it was the update it forces us to do in May. (Note: My Galaxy Note 5 hasn’t been the same since that update either, but I am still able to use my phone after a successful factory data reset.) It goes from the Samsung Galaxy S6 screen to “Installing System Update” w/Android guy screen to error screen with yellow triangle/black exclamation point/dead Android guy screen, in that order. She tried to factory reset, but it wasn’t successful. Acted like it was restarting, but then different error screen than this one, then shut off and started this endless error loop. Sure would love to have some help with this! — Scopeland062611
Solution: Hi Scopeland062611. If the phone started having the problem after a carrier-provided over-the-air update was installed, then the best thing option for you right now is to let your carrier handle the situation. It was their update or firmware that caused the problem after all. They should either fix the phone, or replace it.
If carrier repair or replacement is out of the question, you can try flashing the bootloader. Bear in mind though that this procedure may not work at all and can potentially brick the phone for good if not done correctly. If you haven’t tried doing this before, you should do research first so you’ll be familiar with the steps. Below
are the steps on how to flash a typical bootloader. The exact steps for your phone may be slightly different so make sure to find a good guide on how to do it properly.
The steps below are only for demonstration purposes:
- 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.
- 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.
- 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.
- Proceed with the rest of the flashing procedure using the Odin program.
- In Odin, click on the BL tab and make sure to use the bootloader file you’ve identified earlier.
- 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.
- Restart the phone once the procedure is finished.
Problem 7: Galaxy S6 screen remains black, won’t turn on
Well you see yesterday my phone was working absolutely fine but though during when i was sleeping i charged as it was dead aka out of battery. The next morning i woke up and phone had a black screen with nothing responsive and the phone was extremly hot and somehow i was unable to turn on. I’ve tried methods on Youtube be draining the battery and charging again but it dosent work. Also when i charge the phone starts to heat up but i can’t turn it on and nothing shows up at ALL. I’ve attempted to use other chargers and different location but it hasn’t worked. I’ve tried not charging it for a day and charge it once again it still doesn’t work and i honestly think it’s a physical problem as it was working fine but when i charged it and woke up it didn’t work. So how am i suppose to fix this? — Anthony.sao
Solution: Hi Anthony.sao. Try to see if you can turn the phone on to other modes so you can do follow up troubleshooting. If your phone stays unresponsive, send it in for repair or replacement.
Below are the steps to turn the phone on to other modes:
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 logo 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 logo 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 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 8: Galaxy S6 bottom screen has white snow
I was charging my phone on the Samsung WIRELESS charging pad like I’ve always done and when I woke up it had a screen that I’ve never seen on the front of it. 3/4 of the screen from the top is a dark burgundy color with it saying “Samsung Galaxy S6 Edge Powered by Android and the bottom other half of the screen is covered in white snow…the kind of white snow that would be on an old TV screen. This is new.
Also when I plug it in manually to charge…the same color screen comes up with the white snow at the bottom of it but it has an empty battery charging icon on it instead. Both screens that appear like that only stay on for a couple of seconds and then it goes back black. SIDE NOTE…I’m not sure what operating system is on the phone. — Sim0ne99
Solution: Hi Sim0ne99. Try to restart the phone to Recovery mode (steps given above) and see if the screen issue stays. If it does, that’s a confirmation that the screen assembly is not working right. In that case, you should contact Samsung or any relevant party so it can be repaired or replaced.
Problem 9: Galaxy S6 edge keeps freezing and turning on and off
I have been having some issues with my Samsung S6 Edge lately. it started freezing up then kept turning on and off then it just turned off and won’t turn on. I followed the steps on your website and got it to turn on. it works for a couple days and just turned off by itself and would not turn on, in either safe or recovery mode. i had to take it to a technician who opened it up and applied a solution to the board. it started working fine until it turned off on its own yesterday. I have managed to get it started again but i need to rectify the problem. I seems to me to be a software issue. Would it be a good idea to flash the phone or can you advise what i should do. Please to hear from you soonest. — Jeffrey.browne
Solution: Hi Jeffrey.browne. When it comes to Android troubleshooting, the most that you can do is usually a factory reset. If you’ve tried that without any positive result, you can also try to flash it, if you can manage it. Keep in mind that flashing can potentially brick the device so you want to make sure that you know what you’re doing.
We don’t think this is a software issue though so if there’s no change after a factory reset and flashing, consider a phone replacement.
Problem 10: Galaxy S6 edge won’t turn on
Hey Droid bro. I have Samsung Galaxy S6 Edge sm-g925f. It was on marshmallow update when I bought it. While using it, it randomly crash and hangs on but a normal restart used to solve the problem. But yesterday when i opened up camera app it just froze and when i tried to restart it, the screen went black and since then nothing shows up on the screen . I tried your troubleshooting guide but no help. I tried booting up in recovery mode and in download mode but nothing shows up. I plugged into the charger but no signs of luck. I am really worried. I shall be very thankful if you help me out. Thanks. — My7h5542
Solution: Hi My7h5542. If your phone won’t turn on, there’s obviously nothing much that you can do. The only suggested troubleshooting in this case is to try turning on the device to other modes — Recovery mode, Download mode, and Safe mode. If the phone refuses to boot up to any of them, you must send it in. Your phone needs to be checked so you’ll know if it can be repaired, or if a phone replacement is needed.
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