Galaxy J7 keeps freezing, Bluetooth won’t sync, other issues

Hello and welcome to our latest troubleshooting article for the #GalaxyJ7 device. Today, we bring you 3 more J7 issues. As usual, these issues are taken from letters we receive from some members of our community. If you tried to contact us but are yet to see your issue published or answered, please be patient and continue to watch out for more articles.

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 J7 keeps asking for password reset

My Samsung Galaxy J7 suddenly keeps asking for a password reset to get into the phone. It is really annoying. I have reset the password 5 or 6 times a day. I have not changed any of the settings. it’s just started happening, no reason for it. The screen goes to sleep and when I wake it it use to prompt me for my password which was normal but now it comes up asking for a reset. — Crystal

Solution. Hi Crystal. It’s the first time that we encounter this kind of issue in a J7 so it’s either an isolated case, or caused by an unknown software glitch. If you did nothing different prior to experiencing the problem at all, like install an update or a new app, then the best thing that you can do right now is factory reset. This will force the phone to return all software settings back to their defaults, including the elimination of possible software bug that may have developed over time. To factory reset your J7, kindly do these steps:

  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.

Problem 2: Galaxy J7 touchscreen stopped working after an update

I have updated my phone (SM-J710GN) from Marshmallow to Nougat using normal system update and after the download, phone rebooted and then touch screen no longer responds (works without problem when phone is still running Marshmallow). Have tried the following:


  • Soft reset
  • hard reset
  • cleared cache
  • tried flashing latest 7.0 firmware from Sammobile but problem still persists
  • tried emergency recovery through Smart Switch but getting error: please check model name and S/N and enter it again
  • unable to flash previous 6.0.1 firmware through odin
  • getting error
  • Check Fail Device 4; Binary 3


Don’t wish to pay for LCD replacement if there’s an alternative solution that I can try. Can anyone help me with this please? — Virusgaming121212

Solution: Hi Virusgaming121212. We don’t think there’s a problem with the display assembly of your phone. The error message from Smart Switch and your inability to flash stock firmware are indicators of hardware issue, particularly the storage device. In order to flash a new firmware, the device’s memory chip must be surveyed properly in order to properly allocate spaces. What possibly happens is that the storage device got corrupted after you flashed any of the firmware before. Unfortunately, a corrupted or damaged storage device can’t be fixed. This memory chip is embedded with the motherboard and replacing it is not an option at all. The least that can be done for this issue is a total motherboard replacement, which can cost quite a sum.

If your phone is still covered by a Samsung warranty, make sure to consult them for any less expensive options for you. Otherwise, you are better off with a replacement device.

Problem 3: Galaxy J7 keeps freezing, Bluetooth won’t sync

I have a Galaxy J7 phone that I bought in December 2016. It froze on me today and it took 8 hours before I finally was able to reset it. I took the battery out several times to reset it and the last time I took out the memory card and it worked. Have you ever had this problem before?

Also this last week I cannot sync my Bluetooth to my home cordless phone. It has always worked before and I was able to force it to work for 1 day last weekend but then it stopped. I tried the soft reset and that doesn’t work. Do you have any suggestions or do you think the phone has more problems than this?

I have not abused the phone, i.e. no water or dropping it so I don’t know if this is typical or not. I would appreciate any help you can supply. Thanks. — Theresa Chivers

Solution: Hi Theresa. We don’t have the full history of your device so frankly, we can’t really answer your questions. The best thing that you can do right now is to see to it that you cover all possible reasons for the symptoms you mention here so that you’ll know if these issues can be resolved or not.

Wipe the cache partition

The first troubleshooting step that you should do in this case is a cache partition wipe. Android uses a special set of cache, called system cache, to load apps quickly. Sometimes, this cache gets corrupted or becomes outdated come new updates and/or app installations causing some minor bugs. Since this cache is stored in the cache partition, a cache partition wipe may help in fixing issues. Don’t worry, your phone will rebuild the system cache overtime and only temporary files will be cleared. Your photos, videos, and other files you have will not be erased. To do a cache partition wipe, follow these steps:

  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.

Install Android and app updates

Another simple yet often forgotten potential solution is installing updates. Majority of smartphone users are still learning about Android in general, even until now, and an often least understood aspect is regarding updates. Many Android users tend to view updates as a waste of good storage space, or even the source of problems without realizing that they can sometimes fix issues as well. In most cases, updates functions more as a preventive measure rather than a cure by making sure that apps and the operating system are working in harmony. Even if you have the latest Android version, outdated apps can still cause compatibility problems so having updated apps is just as important.

Third party apps may be to blame

If your phone has been running all the latest app and Android versions all along, then it’s possible that one of the third party apps is causing the problem. To check, you can restart the phone to safe mode. While in this mode, all third party apps and services will be blocked. This means that the phone will work normally and no issues mentioned here are present when it’s on safe mode, a third party app must be the cause. To boot your phone to safe mode, follow these steps:

  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’.

Factory reset the phone

Should the phone continue to exhibit the same symptoms after doing all the troubleshooting above, you must do a more drastic step called factory reset. As its name suggests, your phone settings will have to be reverted to their original, factory state. This achieves two things — eliminate possible operating system bug, and remove apps or services that may be causing the problems. If you haven’t tried doing a factory reset before, kindly refer to the steps above on how to do it.

Remember, factory reset will erase all your data like photos, videos, etc. Be sure to back them up before you proceed.

Send the phone in

We don’t think there’s a hardware issue with your device but if ever the issues won’t go away after you’ve factory reset it, consider contacting Samsung for repair or replacement.


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Harvey is keen with mobile technology and loves writing about all things mobile. He is passionate in helping technology-challenged people by finding resolution to their issues.

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