How to fix Samsung Galaxy J7 that keeps showing “Unfortunately, Phone has stopped” error [Troubleshooting Guide]

The error message “Unfortunately, Phone has stopped” on your Samsung Galaxy J7 may seem like a minor issue affecting the built-in phone app. However, we have encountered cases wherein this kind of error is due to an issue with the firmware that’s why seeing this wouldn’t tell us what the problem really is. We need to do some basic troubleshooting procedures so that we would know why it occurs or what triggered it.

In this post, I will walk you through in troubleshooting your Galaxy J7 that keeps showing “Unfortunately, Phone has stopped” every time you make a call or open the app. We have to consider every possibility and rule out each of them until we can arrive at a point wherein it would be easier to pinpoint what the problem is and why. This way, we can try to formulate a solution that might just fix it for good. So, if you own this phone and are currently bugged by the same error, continue reading as it may help you.

Before anything else though, if you have other issues with your device, then visit our Galaxy J7 troubleshooting page for we have already addressed several common problems with this phone. Odds are that there are already existing solutions to your problems so just take time finding issues that are similar with yours. If you can’t find one or if you need further assistance, feel free to contact us by completing our Android issues questionnaire. Please provide us with as much information as possible so that it would also be easier for us to troubleshoot the problem. Don’t worry as we offer this service for free, so all you have to do is give us sufficient information about the problem.

Troubleshooting Galaxy J7 that’s getting “Phone has stopped” error

Problem: First of all, I want to thank you guys since you’ve fixed by problem with my Galaxy S3 a few months ago but I bought a new phone and I now have the Galaxy J7. There was an update that I installed a few days ago and ever since, I started getting the error message “Unfortunately, Phone has stopped” when I try to make a call. The moment I open the phone app, this error shows up. Needless to say, it’s preventing me from using one of the most basic functions. I’m not really sure if it was the update that caused this problem or if it’s just an issue with some apps. But if you know how to get this fixed, then I would be very grateful. Thanks again.

Troubleshooting: Our main purpose in this troubleshooting guide is to fix the problem but we also can’t afford to compromise the safety of your data and files that’s why we need to try every possibility starting from the safest ones. That said, here’s what I suggest you do:

Step 1: Backup your contacts

I understand your phone is showing the error message every time you open the phone app but I assume you can still make a backup of your contacts. You may sync your phone with your Google account and include contacts in the list of data you want to sync, or you can export your contacts to the SD card. Choose the one that’s more convenient for you as long as you can make a backup of your important contacts.

1. From any Home screen, tap Contacts.
2. Tap the MORE icon.
3. Tap Settings.
4. Tap Import/Export contacts.
5. To export contacts, tap Export then select SIM card. Choose the contacts to export, then tap OK

Step 2: Clear cache and data of the Phone app

Now, it’s time to go after the app that keeps crashing; the Phone app. It’s a built-in app so we cannot delete or remove it like third-party apps. The best thing we can do about it is to clear its cache and data so as to reset it to its default settings. For app problems, this method is very effective so it’s worth a try.

1. From any Home screen, tap the Apps icon.
2. Tap Settings.
3. Tap Applications.
4. Tap Application manager.
5. Tap Phone in the default list or tap MORE > Show system apps to display pre-installed apps.
6. Tap Storage.
7. Tap Clear cache.
8. Tap Clear data and then tap OK.

Step 3: Clear cache and data of Contacts app

After resetting the phone app and the error still shows up, then it’s time to go after the Contacts app. Both of these apps work together so there’s a chance that the other may crash due to the other app and that’s the reason why we need to do this…

1. From any Home screen, tap the Apps icon.
2. Tap Settings.
3. Tap Applications.
4. Tap Application manager.
5. Tap Contacts in the default list or tap MORE > Show system apps to display pre-installed apps.
6. Tap Storage.
7. Tap Clear cache.
8. Tap Clear data and then tap OK.

Step 4: Reboot your phone in Safe mode

I know for a fact that if the problem is as simple as an app issue, steps 2 and 3 will fix it. However, if the error still shows up after doing all those steps, then it’s time to assume some apps may be causing it. Now, we have to try to isolate the problem by booting your phone up in safe mode:

1. Turn the device off.
2. Press and hold the Power key past the screen with the device name.
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. Safe mode will display in the bottom left corner of the screen.
7. Release the Volume down key when you see ‘Safe Mode’.

If the error doesn’t show up while your Galaxy J7 is in this state, then it means one or a few of the third-party apps is causing the problem. You really have to find that app and try to uninstall it.

1. From any Home screen, tap the Apps icon.
2. Tap Settings.
3. Tap Applications.
4. Tap Application manager.
5. Tap the desired application
6. Tap Uninstall.
7. Tap Uninstall again to confirm.

Step 5: Try wiping the cache partition

If the error message, however, still shows up even if the phone is in safe mode, then you have no other option but to go after the firmware but the first thing you need to do is to wipe or delete all the contents of the cache partition so that all system caches will be replaced. Here’s how…

1. Turn off the device.
2. Press and hold the Volume Up key and the Home key, then press and hold the Power key.
3. When the device logo screen displays, release only the Power key
4. When the Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
5. Press the Volume down key several times key to highlight ‘wipe cache partition.’
6. Press the Power key to select.
7. Press the Volume down key to highlight ‘yes’ 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.

Step 6: Backup your files and data, then reset your phone

Lastly, if the problem still persists after deleting the system cache, then you have to reset your phone. But before the actual reset, make sure to make a backup of your important files and data as they will be deleted during the reset. Then disable the anti-theft feature of your phone but removing the Google account you’ve setup in it. This will prevent you from getting locked out after the reset.

How to disable anti-theft or Factory Reset Protection

1. From the Home screen, tap the Apps icon.
2. Tap Settings.
3. Tap Accounts.
4. Tap Google.
5. Tap your Google ID email address. If you have multiple accounts setup, you will need to repeat these steps for each account.
6. Tap More.
7. Tap Remove account.
8. Tap REMOVE ACCOUNT.

And here are two ways on how to reset your Galaxy J7. Choose the one that best works for you…

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. Turn off the device.
3. Press and hold the Volume Up key and the Home key, then press and hold the Power key.
4. When the device logo screen displays, release only the Power key
5. When the Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
6. Press the Volume down key several times key to highlight ‘wipe data / factory reset.’
7. Press Power button to select.
8. Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
9. Press Power button to select and start the master reset.
10. When the master reset is complete, ‘Reboot system now’ is highlighted.
11. Press the Power key to restart the device.

Or you can reset your phone from the Settings menu…

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, tap the Apps icon.
3. Tap Settings.
4. Tap Backup and reset.
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 Factory data reset.
8. Tap Reset device.
9. If you have screen lock turned on, enter your PIN or password.
10. Tap Continue.
11. Tap Delete all.

I hope we were able to help you.

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