Galaxy S7 receives notifications but can’t find the emails, other app issues

For those experiencing app problems on their #GalaxyS7 device, this post may help you. As usual, we discuss a few issues sent out way by some members of our community. Of course, we also bring you the respective solutions for each of these 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: Galaxy S7 file explorer app can’t view videos

Hi, I have Samsung S7, AND GOT THIS ISSUE.  I have a micro SD so that I can put there my Pictures. But I noticed recently that when i’m planning to view the pictures in File Explorer it says that “the video has broken” but in Gallery I can view it Fine. I did reformat my card as what i’ve read here , unfortunately nothing has change. is there any way? — Xiaxia

Solution: Hi Xiaxia. If reformatting the SD card did not fix the issue, there may be a bug with the file explorer app you’re using to browse files. Make sure that you wipe the cache and data of file explorer app first to see what happens. Here’s how:

  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.
  5. These are all clickable items. You’ll want to click on Storage.
  6. You should now clearly see the Clear Cache and Clear Data buttons for the application.

If the problem returns after wiping the cache and data of the browser app, consider replacing it with a different one. Alternatively, you can try the native file explorer app from Samsung called My Files.

Problem 2: Galaxy S7 receives notifications but can’t find the emails

My Samsung S7 was set up by my IT guy  to get email; it was all working fine but now I can hear the emails arriving and I can see it flash up so many unread but when I go to my in box it says no data. What’s happened? — Jayne.mclaughlin

Solution: Hi Jayne.mclaughlin. Sometimes, messages you receive either in email form or SMS may be sorted differently due to the incorrect system date and time. If you’re fond of changing the date and time of your phone, changing them to the correct one may help. Just go under Settings>General management>Date and time.

System date and time

If your phone has been using the right date and time all along, the next troubleshooting step would be to see if your messages are being forwarded to a different folder and not to the inbox. Make sure that you check all folders. It’s also possible that you may have set some filters or rules in your account that automatically redirects your emails to Junk or Spam folders. Make sure that you check this as well. We don’t know what your email is so we can’t provide a specific set of steps on how to check. If you don’t know how to do that, talk to your IT guy.


There are two download protocols that can be used to receive emails. POP allows only one device to download and store messages. IMAP on the other hand creates a copy in the server allowing multiple devices to download and keep copies of emails. If your email account happens to use POP, this may be the reason why your S7 does not receive your messages. If you access your email in another device like a computer and that computer is set to download emails first, your S7 will never receive emails. What’s interesting is the fact that you did mention that it still notifies of incoming emails, which means that it must be receiving the emails. If this is a bit confusing for you, talk to your IT department and get more information how your email account is setup. They should be able to help you isolate where the problem lies.

Problem 3: Galaxy S7 saying “view all” when trying to access long SMS

Hi. I have just run the new update on my Samsung Galaxy S7 edge and now whenever I get a long text message the first half of it will show and then I have to click it and says “view all” and it will take me into a separate screen and show the message. It seems like it could be downloading the long message as a MMS. Is there any way to change this so the message comes up on screen? Thanks 🙂 — Chloe

Solution: Hi Chloe. We noticed this issue happening in a lot of Galaxy devices in the United States before so if you happen to have an S7 from the US, the new update may have messed up the phone’s messaging app, resulting to your experience right now. In a lot of cases, wiping the cache and/or factory reset fixed the issue but if you’ve already tried them before contacting us, you can try to use an alternate messaging app in the meantime.

Problem 4: Galaxy S7 phone app keeps freezing

Hi. I have had the problem on a number of occasions now – I make a call, but when I go to hang up, the telephone icon stays ‘green’, and does not give me a ‘red’ option, so I cannot hang up. Even if I close the phone programme, I still see a little flashing telephone symbol in the top toolbar. Eventually whoever I have been on to either hangs up on me, if I have been on to a message minder, I have used up all their space and I am cut off….. apart from everything else, this is costing me a fortune! I hope you can help. Thanks. —  Eilis Quinlan

Solution: Hi Eilis. If you can’t remember any possible reason why your phone behaves this way, we suggest that you return all software settings to their known working state so you can establish a benchmark. It may be a bug with the phone app or something more complicated in the operating system. Whatever it is, we think the best thing that you can do is factory reset. Here’s how that’s done:

  1. Turn off your Samsung Galaxy S6 Edge.
  2. Press and hold the Volume Up, Home and Power keys together.
  3. When the device powers on and displays ‘Power on logo’, release all keys and the Android icon will appear on the screen.
  4. Wait until the Android Recovery Screen appears after about 30 seconds.
  5. Using the Volume Down key, highlight the option, ‘wipe data/factory reset’ and press the Power key to select it.
  6. 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.
  7. After the reset is complete, highlight ‘Reboot system now’ and hit the Power key to restart the phone.

Once you’ve factory reset the phone, try to check how the Phone app works. Keep in mind that you don’t want to install anything at this point so that you’ll know if a third party app is the cause of the problem. Now that the phone has been reset and there are no apps installed, you can then test the Phone app again to see how it works. We would like to think that the phone app should work normally at this time but if the problem returns, that suggests that the problem is most probably due to poor operating system coding. This means that the current firmware version is buggy and you may have to wait for an update to fix it.

If the issue returns after installing your apps, that should tell you that one of your apps is to blame. In order to identify the culprit, you must uninstall apps until the issue gone. Be sure to observe how the phone app works after you remove one app.


Engage with us

If you are one of the users who encounters a problem with your device, let us know. We offer solutions for Android-related problems for free so if you have an issue with your Android device, simply fill in the short questionnaire in this link and we will try to publish our answers in the next posts. We cannot guarantee a quick response so if your issue is time sensitive, please find another way to resolve your problem.

If you find this post helpful, please help us by spreading the word to your friends. TheDroidGuy has social network presence as well so you may want to interact with our community in our Facebook and Google+ pages.