What to do if your Galaxy S9 won’t connect to your company wifi

Some Android users sometimes encounter a weird issue when connecting to their company’s wifi network, just like the issue of one of our readers mentioned in this post. If you are having the same exact problem with your #GalaxyS9, check out our suggestions for you.

Before we proceed, we want to remind you that 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.

Problem #1: Galaxy S9 can’t connect to wifi when it’s beyond 10 feet from router

I am having problems with my Galaxy s9 phone. I have 2 problems.  First is that I cannot seem to connect to my WIFI unless I am within 10 feet of the router. I can be sitting next to another S9 phone that has full signal and have no bars of signal on my phone.  Second, I will be looking something up on my phone on the web, or with WIFI, and it will suddenly go black screen. About a second later it vibrates as if to inform me that it has shut down. When I go to turn it back on it will go thru the first two steps of boot up and then vibrate again and shut off. Even if I wait 10 minutes I cannot get it to reboot. If I connect to my charger it will reboot. When I connect to the charger the charge level will say that the battery is anywhere from 35 to 85% charged.  Also, when it shuts down the screen is warm to the touch. I am wondering if I need a new battery, or a new phone. — Jeff

Solution: Hi Jeff. when troubleshooting for issues on an Android device, there’s always a chance the cause is either software or hardware in nature or both. To narrow down the possible reasons, you need to do a series of troubleshooting steps.

Wipe the cache partition

Wiping the cache partition should be the first thing that you want to do in this case. Doing so will ensure that Android uses a good system cache, which when corrupted, leads to all sorts of troubles. To wipe the cache partition on your S9:

  1. Turn off the device.
  2. Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  3. When the Android logo displays, release all three keys.
  4. An ‘Installing system update’ message will show for 30 – 60 seconds before the Android system recovery menu options appear.
  5. Press the Volume down key several times to highlight wipe cache partition.
  6. Press Power key to select.
  7. Press the Volume down key to highlight yes, them and press the Power key to select.
  8. When the wipe cache partition is complete, Reboot system now is highlighted.
  9. Press the Power key to restart the device.

Run your S9 to Safe mode and observe

A bad third party app may be behind the issue so make sure to restart your S9 to safe mode and see what happens. Safe mode only allows pre-installed apps to work so if the issues are not present, that means one of your apps is causing them.

To run your S9 to diagnostic mode or safe mode:

  1. Turn the device off.
  2. Press and hold the Power key past the model name screen appearing on the screen.
  3. When SAMSUNG appears on the screen, release the Power key.
  4. Immediately after releasing the Power key, press and hold the Volume down key.
  5. Continue to hold the Volume down key until the device finishes restarting.
  6. When Safe mode appears in the bottom left corner of the screen, release the Volume down key.
  7. Let your phone run, pull up camera app, and check for the problem.

If everything works normally when on safe mode, you can bet one of your apps is to blame. To identify which of your apps is causing the trouble, you should boot the phone back to safe mode and follow these steps:

  1. Boot to safe mode.
  2. Check for the problem.
  3. Once you’ve confirmed that a third party app is to blame, you can start uninstalling apps individually. We suggest that you begin with the most recent ones you added.
  4. After you uninstall an app, restart the phone to normal mode and check for the problem.
  5. If your S9 is still problematic, repeat steps 1-4.

Reset network settings

Refreshing your S9’s network settings is the next best thing to do if nothing positive happens on safe mode, or if you can’t boot to safe mode at all (for any reason). A lot of connectivity problems are fixed by this simple solution so you don’t want to skip it. Here’s how you do it:

  1. From the Home screen, swipe up on an empty spot to open the Apps tray.
  2. Tap General Management > Reset > Reset network settings.
  3. Tap Reset settings.
  4. If you have set up a PIN, enter it.
  5. Tap Reset settings. Once complete a confirmation window will appear.

Battery and OS calibration

Some random reboot issues and unexplained battery level loss are due to uncalibrated state of Android when it comes to reading battery levels. This can happen if a device has run for long.

To fix any possible battery calibration issue, follow these steps:

  1. Drain the battery completely. This means using your device until it powers down by its own and the battery level reads 0%.
  2. Charge the phone until it reaches 100%. Be sure to use original charging equipment for your device and let it charge up completely. Do not unplug your device for at least two more hours and also don’t use it while charging.
  3. After the elapsed time, unplug your device.
  4. Restart your Galaxy S8.
  5. Use your phone until it completely runs out of power again.
  6. Repeat steps 1-5.

Factory Reset

If all these troubleshooting steps and solutions won’t help fix all your issues, you want to do a broad solution to address all possible software issues. Yes, factory reset will only fix software-related problems so if there’s an operating system or app bug that causes all of your issues at once, you should know it after wiping the phone. When you factory reset your S9, you’re basically returning all its software settings to its factory state, which does not have these problems at all. So, it’s logical that you observe your phone right after you factory reset it before you add anything back.  If everything looks normal and the issues are gone, then there must be an operating system bug that developed over time. It’s also possible that one of your apps may be to blame. If the problem occurs again after re-installing your apps, that’s another sign of an app issue.

On the other hand, if your S9 continues to behave erratically and the issue stays right after a factory reset, the most likely cause is bad hardware. That means you’ll most probably be unable to fix it on your own. Be sure to contact Samsung so they can repair or replace your device.

To factory reset your S9:

  1. Back up data on the internal memory. If you have signed into a Google account on the device, you have activated Anti-theft and will need your Google credentials to finish the Master reset.
  2. From the Home screen, swipe up on an empty spot to open the Apps tray.
  3. Tap Settings > Cloud and accounts.
  4. Tap Backup and restore.
  5. If desired, tap Back up my data to move the slider to ON or OFF.
  6. If desired, tap Restore to move the slider to ON or OFF.
  7. Tap the back button to the Settings menu and tap General Management > Reset > Factory data reset.
  8. Tap Reset device.
  9. If you have screen lock turned on, enter your credentials.
  10. Tap Continue.
  11. Tap Delete all.

Problem #2: Galaxy S9 won’t connect to company wifi (connects to wifi but disconnects right away)

I cannot connect to my company’s Wi-Fi anymore. It was a saved network in my phone and never had a problem until recently. They have a guest Wi-Fi as well and I am able to connect to that one but its a lot slower being that it is Guest and not employee. I also have no problem accessing my wi-fi at home. I read your article and already tried some of your steps. When I try and log on it says connecting … checking the quality of your internet … there may be a problem connecting … connected. Then after about 1 to 2 min it drops. I have virus protection on my phone and scan it regularly. Also my company says there is nothing they can do on their end. HELP!!! — Chris Dickson

Solution: Hi Chris. If this issue does not occur when you use other wifi networks, the reason for the disconnection must be on the wifi network side. It’s possible that your company’s wifi only allows a certain number of devices that can connect to a the network you’re trying to use. If that’s the case, it’s possible as well that your device may not be authorized to use that type of connection for whatever reason. We don’t think this has something to do with your phone but it won’t hurt if you try to do the usual stuff like:

  • forget the network in question
  • clear your phone’s network settings, and
  • do a factory reset.

By doing a factory reset, you’re effectively clearing any possible factors such as operating system bugs or app issues that might come into play. Be sure to try to connect to your company’s wifi right after you factory reset the device, when there are no added apps. That way you can eliminate the possibility of a bad app causing the connection drop issue.

If all these phone troubleshooting stuff won’t fix your issue at all, that’s a confirmation that the problem is on your wifi’s end. Unfortunately, there’s nothing more that we can do to help. You have to work with company’s IT guys to figure out what’s causing the disconnection.

 


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