Galaxy S7 won’t download MMS automatically, can’t make/receive calls when 4G is on, other issues

Our #GalaxyS7 troubleshooting page for the day covers twin issues about texting and voice calling. We hope this will be another good source of information and solutions about these 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 S7 won’t download MMS automatically

Bought the Galaxy S7. I usually keep my data off when not in use, but when I get group texts i turn it back on and hit download for each message. The problem is they download with the time I click on them, not when they were originally sent so I never know the order they they go in… I used to have the S4 and this was never an issue. The S4 would also download all the texts once data is on, I didn’t have to click on every single one. Is there a setting to change this? — Nbaffi2

Solution: Hi Nbaffi2. Group texts are usually automatically converted by carriers to MMS so they can only be downloaded when you turn mobile data on in the device. However, yes, we agree that MMS should download on their own once the phone’s mobile data connection has been established. That your phone does not do that may not necessarily mean it’s a problem. In Samsung’s stock Messages app, there’s an option called Auto retrieve that a user can enable to give the phone permission to receive incoming MMS without any user intervention. You can check it by doing the following steps:

  1. Go to the Home screen.
  2. Open Messages app.
  3. Tap More options icon at the upper right hand side.
  4. Tap Settings.
  5. Tap More settings.
  6. Tap Multimedia messages.
  7. Make sure that  Auto retrieve switch is moved to the right to turn it on.

If Auto retrieve for MMS has already been enabled before contacting us, it’s possible that there may be a bug with the app so don’t hesitate to clear its cache, then its data afterwards. Wiping a messaging app’s data will delete all SMS so be sure to create a backup ahead of time. We suggest that you use Samsung Smart Switch in creating your backup if you’re using the stock messaging app. If you’re using a third party app, find a way to save your messages.

To wipe an app’s cache or data, kindly do these steps:

  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, look for the application and tap it.
  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. Try wiping the app’s cache first and observe how it works. If the problem stays, consider wiping it’s data.

Problem 2: Galaxy S7 keeps saying failed when sending SMS

I have a Straight Talk Samsung S7 (uses Verizon towers). After Nougat update, I get a “failed” message for every SMS I send. MMS work fine. The only exception is if I have a 1X signal. With a 1X signal, SMS works normally. 3G or LTE signal cripples my SMS. I have done soft reset, hard reset, checked my APN settings, and ALL other suggestions I’ve found on the internet. I have called Straight Talk and Samsung multiple times. Samsung told me to go to the Samsung counter at Best Buy for a software flash. The gentleman there told me I was the third person this week with this problem and the flash didn’t work. He said it would have to be solved by another update. This problem seems to be Android phones services by carriers like Straight Talk. — Anna Harris

Solution: Hi Anna. We’ve been monitoring this issue for some time now and had published a few cases like this one before so yeah, you’re not exactly the first one to report this bug. The problem seems to be happening across Samsung devices in different carriers so it’s really hard to pinpoint where it comes from. All the basic software troubleshooting that we usually recommend appear ineffective in fixing the issue so it’s most likely a coding glitch that Samsung or Google may still be trying to fix. Coding-related problems refer to bugs and glitches that usually surface as the developers fail to anticipate them. Once a problem like yours is identified and reported by a number of users, Google or Samsung will then take a look at it. Thus, the higher the number of users reporting the same exact problem the better. Feedback from users is one of the ways hardware manufacturers like Samsung and Android developer like Google know of bugs. If a lot of people are affected by the problem, the more “up-votes” it gets. Be sure to include as many details as possible. Remember, developers don’t know the history of your device. The more information you can provide the higher the chance of one of them being useful for a Google or Samsung engineers.

At this time, we recommend that you just ignore it (we know it’s annoying) as problems like this usually go away in time.

Problem 3: Galaxy S7 restarting on its own during calls

Galaxy S7 keeps resetting. When i try to make a call, press the call logo and the phone freezes on the keypad screen, then after 10 seconds or so, the phone resets. I have noticed at this point that the phone is very hot, so i leave the phone switched off for 10 mins or so, then when it has cooled down it seems to work ok. This only started two days ago and has been fine up to that point. I haven’t downloaded anything recently and have had the same case on for 18 months. — James

Solution: Hi James. It can be a Phone app bug or an operating system glitch so the first troubleshooting step is to refresh the cache and data of the phone app. Refer to the steps above on how to do it.

If nothing works after that, boot the phone to Recovery Mode so you can then try a full system cache wipe. Finally, if that won’t work either, don’t hesitate to do a factory reset (refer to the steps below).

To wipe the cache partition, 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 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.

Problem 4: Galaxy S7 can’t make or receive calls when 4G is on

It started today. Though it was a tower problem but no one local is having a problem with the tower. Small towns, got to love them. So I can be on my month old S7. 4G says signal is good. I go to make a call, it jumps to H, and 1 bar and doesn’t connect to call. I have never had a problem with signal strength or dropped calls. I am still able to do everything with the phone like internet but no incoming or outgoing calls. I have reset, with battery nothing changes. Nothing physical changed with the phone for this to have happened. My phone company is Straight Talk. — Loveninusa

Solution: Hi Loveninusa. Voice calls, both incoming and outgoing, are usually channeled in your carrier’s 2G or 3G network so the most likely issue is network-related. 4G network is used mainly to provide bandwidth for mobile data connectivity (internet only) so even if it works, there’s no guarantee that SMS and voice calls will work. If you are positive that you did not do anything different on the phone prior to noticing the problem (no new app installation, no new update, did not root or flash), then you should let your carrier know about it. All we can do for you is to direct you what actions to take. Troubleshooting-wise, you are limited to doing ones we recommend to others above. If you want to make sure that there’s no software bug that may be causing the problem, you can even wipe the phone completely with factory reset. Take a look at the steps below:

  1. Create a backup of your photos, videos, etc.
  2. From the Home screen, tap the Apps icon.
  3. Find and tap Settings and then touch Backup and reset.
  4. Tap Factory data reset and touch Reset device.
  5. If you have screen lock feature turned on, enter your password or PIN.
  6. Touch Continue.
  7. Tap Delete all to confirm your action.
  8. Set the phone up again.

Remember, factory reset will only address issues due to software (Android operating system) glitch and sometimes apps. Be sure to check right away how voice calling works after a factory reset, when there are no apps installed yet. If the phone has the same problem after a full reset, tell your carrier about it.


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