Sprint Galaxy S6 messaging app can’t send and receive group message, other issues

Hello guys! Welcome to our new #GalaxyS6 article. As usual, we’re bringing you more S6 issues and their respective solutions. We are continually receiving huge numbers of appeals for help from other readers so we will continue to publish as many articles about this device as long as possible.

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 can’t open a link in Facebook app

Hi. I have a Samsung S6 Edge smart phone. recently when I want to open, say a link on Facebook it will not load/open, but did not have this problem before. I have looked at some of the items that may help, but when I follow the instructions I get stuck as the next part is not on the phone. But when I go on Google most times I do not have a problem opening a site. I followed how to clear the cache, and history but could not clear this because the next step of instructions I could not do.

Also when sending a message on Facebook as Messenger the icons of smiley faces or GIFF is not there, again this has just happened. Hope you can help. Thanks. — Anna

Solution: Hi Anna. There may be a bug in your Facebook app causing these problems so you want to make sure that you clear the app’s cache and data. 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. These are all clickable items. You’ll want to click on Storage.
  5. You should now clearly see the Clear Data and Clear Cache buttons for the application. You want to tap Clear Cache button first and see how Facebook works when you open a link. If the problem continues, that’s the time that you tap on Clear Data.

Keep in mind that installing the most recent app updates can sometimes fix bugs and reported troubles. Make sure to update Facebook app all the time.

Problem 2: Galaxy S6 wifi not working, can’t connect

Since yesterday I am unable to connect to wifi. It is always on and in proximity of a known wifi network. When i open Settings > wifi, the screen freezes for a couple of seconds, then a screen appears: “settings has stopped.” If i hold the wifi button from the drag-down menu to enter wifi settings, it just shows a white screen until i push the home button. I have rebooted, rebooted in safe mode (still no solution), wiped cache partition but the problem remains. Thanks for your time and support. — Hannes

Solution: Hi Hannes. If cache partition wipe did not fix the problem, it may be because it doesn’t lie in the system cache. Try to check if refreshing wifi firmware version will help. Here’s how to do that:

  1. Open dialer app (Phone app).
  2. Dial “*#2663#” (without the quotes).
  3. Tap on the box that says Refresh WiFi Version.
  4. Wait for the system to finish updating the firmware.

If a wifi firmware refresh won’t work, do a factory reset:

  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 Vol 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 screen stays on during calls when Whatsapp is installed

My phone screen stays on during phone conversation (while phone is flat laid on the desk in speaker or non speaker mode) and when talking over Bluetooth in the car even after pressing power off button. It seems to come right back on. This only started happening after Nougat update. Also, happens on both my S6 Edge and my wife’s S6 phone consistently. Just want to be clear the phone screen turns off when I pull it next to my ear, so that’s not a problem.

I have painstakingly trouble shooted this issue with several factory reset and resetting the cache and installing app one at a time. The problem turns out to be the WhatsApp app. when this is installed this problems immediately starts and there seems to be no way out of it other than factory reset again. As long as this app is not installed the problem does not seem to be an issue. I also noticed another issue related to this is that when Google Calendar recurring event notification lights up the entire screen and the screen will not turn off as well. So there are three issues caused by this WhatsApp, keeping the screen on and a very annoying issue.

For now I do not have that app installed and everything seems to be working fine. However I almost cannot live without this app. Is anyone facing this issue at all? How is it possible that both mine and my wife’s phone having the same issue. — Spatemp

Solution: Hi Spatemp. Good job in identifying the root cause. Finding a solution though may not be that easy. We can’t confirm if there’s a certain firmware version that’s not compatible with Whatsapp (although 2 cases should be convincing enough for us) out there but for now, we suggest that you treat the problem as app-specific. This means that if you want to fix the problem for good, you must work with the developers of the app itself. You must contact the developer and provide all relevant information like the changes you introduced to your phone prior to noticing the problem. For example, it may be helpful for them if you mention that the problem started after installing Android Nougat you received from your carrier (we assume this is an OTA update). Try to provide as much information to them as you can to minimize back-and-forths of questions and answers. If a lot of Whatsapp users are reporting the problem at this time, the developer may be prodded to work double time to fix it.

Problem 4: Galaxy S6 edge drains battery fast, won’t turn on

Hi. I own a Samsung Galaxy S6 edge. Earlier in the evening all of a sudden my battery started to drain really fast. I’m a Uber driver so after I dropped off my last passenger I noticed I had 0 battery life left. I went home to charge my phone, but my phone would not charge. So I Googled the possible problem. I tried all the trouble shooting fixes, none of them worked. I tried a hard reset I couldn’t even do that. I tried holding down the volume down button with the power key, I tried all three the volume up, volume down, home key, power button. Finally the phone completely shut off. It won’t charge at all. I tried plugging into my computer it still would not charge. No lights come on at all. I have the original charger and cords. I didn’t spill any liquid on it. A couple a days ago there was an update. I read on the internet where many are complaining about the update and having all kinds of problems with their phones. I guess the only thing I can do now is take in in and have it looked at. Thanks for your help in advance. — Julie

Solution: Hi Julie. Sadly, there’s really nothing much that you can do about this issue, especially if the phone remains unresponsive when doing different hardware button combinations. If using another charger won’t charge the phone at all, you can assume that the problem is beyond your ability to fix. This is most likely a hardware problem so yes, you want to send it in so it can be checked.

As far as updates go, there will always be reported problems about them. We can tell you though that there are tens of millions of Android users that don’t have any power-related problems after an update that results a serious issue such as yours. Most of post-update problems are caused by bugs that are addressed by doing some software troubleshooting. Yours may be different or even isolated but then again, we can’t say for sure what its exact cause might be.

We recommend that you let Samsung check the device so you can be assured that a trained technician checks the hardware. If that’s not possible, just bring the device to an independent service center.

Problem 5: Galaxy S6 keyboard not working fine after an update

My phone did an update and now my keyboard is ridiculously slow. It takes too long to type out words, it’s like I suddenly type too fast for it when before it worked just fine. If I’m punching in letters sometimes it’s as if I didn’t even press it, like the screen didn’t feel my fingers. I didn’t want this update, but for whatever reason Android thinks it’s smart to throw pop ups at you, so I accidentally pressed whatever button allows it to update. I cleared the cache and data on messaging app. I don’t have long threads of messages or any conversations, yet it still does this. — Brittany

Solution: Hi Brittany. If clearing cache and data of your messaging app did not work, do the same thing for the keyboard app. Any messaging app you designate as the default will utilize the default keyboard app when typing so make sure that you also clear its cache and data. Make sure that you select the right keyboard you’re using. The default keyboard is usually the Samsung keyboard app but there’s also a built-in Google app in there.

If wiping the keyboard app’s cache and data won’t work either, do a factory reset.

Problem 6: Galaxy S6 clipboard keeps popping up when scrolling through Facebook

Every time I am scrolling through a post on Facebook, as soon as I lift my finger, whether it’s quick or slow, the copy, paste, cut pop up appears. In one post, this pop up appears more than 10-15 times. I have tried moving quicker with my scrolling, but that doesn’t work. I’m going insane! Please help. — Sherry

Solution: Hi Sherry. Is the problem only happening on Facebook app or in any other app? If it does on other apps, do a factory reset and see what happens from there. If this is caused by a software bug, a factory reset should fix. However, if the problem remains, there may be a digitizer malfunction. The screen assembly is composed of three major components — the digitizer, LCD, and flex cable. The digitizer is a thin layer over the LCD that converts your touches into digital signals. The LCD is the monitor that displays everything that you see, while the flex cable is the wire that transmits signals from the digitizer to the motherboard. If your problem occurs when using any app, the digitizer may have stopped working properly. To fix the problem, you need to have the phone repaired or replaced.

On the other hand, if the problem only happens when you’re on Facebook, it may be caused by a simple bug. Wipe the app’s cache and data (refer to the steps above) and do a factory reset if that won’t work.

Problem 7: Galaxy S6 has blue LED but screen remains black

My S6 edge display suddenly turned black with a flickering blue light alone on top. Tried all reset shortcuts like Power+ volume down or home+power+volume (both)..no luck.. Is this a hardware issue? I am guessing my phone display is blacked out but the board is OK. . Please suggest..any other work around to fix this issue? — Ms.laksh

Solution: Hi Ms.laksh. To fix an issue like this, a technician must physically check the hardware to determine whether the board is still okay, or if there’s a problem with the screen. The most likely reason for it though may be screen malfunction. Send the phone to Samsung or any electronics service center in your area for a fix.

Problem 8: Galaxy S6 edge won’t play music on in-vehicle Bluetooth speaker

I’m not sure you can help but my Edge has always connected easily to my sync Bluetooth on my Ford Fusion. Well it still connects and says its playing but no music plays through speakers. I don’t know if this is an issue with my car or my phone. Please help. Thanks. — Angie

Solution: Hi Angie. A lot of Bluetooth problems are caused by incompatibility after installing an update in a phone. If you recently updated Android, your phone’s Bluetooth system must have become “more advanced” than your in-vehicle Bluetooth. Sometimes, deleting the old pairing in both devices work although many cases remain unresolved simply because of incompatibility.

If you have a new in-vehicle Bluetooth system, updating it may fix the problem. Contact your car manufacturer or the maker of the Bluetooth device in your car and see if they can update it. If they say it’s already running the most recent update, we’re afraid your phone has just become incompatible with it. Sadly, there’s nothing much that you can do about it. Smartphones receives more updates than in-vehicle Bluetooth devices and sometimes, incompatibility arises after installing an update. You can either leave it at that, or you can find another way to replace your vehicle’s Bluetooth system.

Problem 9: Galaxy S6 sound notifications stopped working installing Android update

Hi. I recently updated my S6 with an official Android 7 update. After the update I noticed that with some applications, I no longer get audio/notifications, i.e., Polar Beat no longer seems to work. Other audio/notifications from the Android system or music apps like Spotify seem to work. I rebooted and swiped the cache, I removed / reinstalled the app, no difference. — Dimitri

Solution: Hi Dimitri. This may be an app-specific problem so if you’ve already tried the cache partition wipe and app reinstallation, we suggest that you do a factory reset as well. If nothing will change after a factory reset, contact the app developer to report this problem.

Problem 10: Galaxy S6 won’t charge, battery stuck at 65%

Hi! My phone randomly shut off earlier today and I was able to open it again after a while. But now it’s shut off again and only opens when it is in the charger (After a couple of tries). It’s been stuck at 65% charge even though it says it’s fast charging and turns off every time I take it out of the charger. It works totally fine while in the charger. — Menna

Solution: Hi Menna. The first thing that you want to try is battery calibration. If you’re lucky and the issue is caused by a software bug related to power management, this procedure may help you. 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.

If battery calibration won’t fix the problem, you must then try a factory reset to completely check if software is to blame for the trouble. Should the issue stay afterwards, you can assume that bad hardware is causing it. It can be a battery malfunction or something in the motherboard.

Problem 11: Sprint Galaxy S6 messaging app can’t send and receive group message

An Android security patch was done on March 1, 2017 and ever since my group messaging doesn’t work. I use the default Messages app that came with phone. BEFORE, to begin a group text message, I would pick the recipients, type the message and send it. The message would automatically convert to MMS and all recipient’s would receive it accordingly. And anyone replying back to message would be received showing everyone on the group message. If I received a group text message and didn’t want to reply back to text as a group message, there was an on screen option not to send back as a group message. NOW, when I pick the recipients’ names to be sent as a group text message, they are sent and being received individually. Meaning the group members only see my name and no one else in the group message.

Also, group text messages sent to me are coming in as stand alone. For example, my Mom sent my sister and myself a group text message and I received the message as if it was only meant for me. My Mom and sister both received their messages correctly (meaning all names were seen by recipient). When my sister replied (to group message), it didn’t make sense to me because I didn’t see my Mom’s response. I would have go back to my Mom’s thread of text messages. In the Messages app, there is function to pick from menu “Start group chat,” but everything is grayed out. I’d rather not have to download a different Messages app.

Is there something I’m missing in the default app or something in my settings? Please help.

P.S. My Mom and sister use iPhone’s and we all use Sprint. We are all on the same account. — Kelly

Solution: Hi Kelly. If the only change you’ve done before noticing the problem was to install a firmware update, it’s very likely that the said update changed some network settings in your phone or in the messaging app configuration. Try wiping the app’s cache and data first to see if that will make a difference. Otherwise, contact your carrier to report the problem. If the phone runs a Sprint firmware, it’s possible that the most recent update was poorly coded. Unfortunately, there’s really nothing much an end-user can do about it. If it’s true that the problem lies at the code level, only the firmware developer can fix it.


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