Welcome to today’s #GalaxyJ7 troubleshooting article. As usual, we address some issues that some J7 owners have reported so feel free to browse them below.
Problem #1: Galaxy J7 reboots randomly, keeps showing “Touchwiz isn’t working” and “Facebook has stopped” errors
I bought Samsung Galaxy J7 on 13th Jan,2017 On Dec 2017,the USB port went non-functional.It can be charged but USB port doesn’t work.I didn’t repair it since I have not much problem. Recently for the past 4days I’m having a new issue.The issue is as follows: 4days ago,in the morning, when I switched on the set(it was fully charged)the phone got switched off and then turned on automatically.This happened for 5-6times. A message popped up.”Touchwiz isn’t working”. I removed the battery for sometime.I updated the phone software which I had been pending for so many days( due to low device space)The issue was resolved. It worked fine for 2days.Then on today morning it behaved the same way. Again “Touchwiz isn’t working” But now, it’s working fine. Also my battery is losing charge a bit faster.And my facebook(preinstalled app from manufacturer) isn’t working for 5-6days and showing a message: “Facebook has stopped working” (even if I’m not using the app). Please tell me what is wrong with my device.And what can be done? — Beingmardsushmit
Solution: Hi Beingmardsushmit. We’ve been trying to gather more information about a possible Facebook issue on some devices and we can’t say for sure if your device is affected or not. We’ve already written an article previously for this issue happening on the Galaxy S9 Plus so we recommend that you visit this link and follow our suggestions:
We believe though that your Facebook issue is only part of the on-going problem on your phone’s system so we highly recommend that you skip directly to Factory reset. Doing so will save you time and effort by making sure that you clean the phone’s software. By starting from scratch, you’re effectively eliminating a host of other factors including the possibility of a software bug. We know that factory state Android will not cause Touchwiz and other apps to crash. If Touchwiz and Facebook (both preinstalled), continue to crash after the reset (when there are no third party apps installed), you can assume the problem is caused by hardware malfunction or firmware coding issue. Either case requires that you get Samsung’s help so be sure to bring your phone to them.
To factory reset your J7:
- Turn off the device.
- Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
- When the green Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
- Press the Volume down key several times to highlight ‘wipe data / factory reset’.
- Press Power button to select.
- Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
- Press Power button to select and start the master reset.
- When the master reset is complete, ‘Reboot system now’ is highlighted.
- Press the Power key to restart the device.
Problem #2: Galaxy J7 S Finder keeps opening on its own
Hi there! Glad you’re reading this, because my phone has a seriously annoying issue that’s been recently happening. So it’s been a while since I’ve used my Samsung Galaxy J7, but not that long, only a few months. It’s my only phone and I rely on it a lot, even though my data is limited.
Anyways, I wasn’t using it because of a missing charger, and yesterday I found it. I charge up my phone and start answering emails, but all of a sudden S Finder pops up. I thought I had accidentally tapped the menu option, but when I left it on the table, S Finder opened again. I try to do my emails but every time I exit S Finder it comes back right away. This is constantly happening lately, and I can’t get my work done. Through some research, people have been saying it was because of excess moisture in the phone, and I theorize that is the problem since I wiped the screen and case with a baby wipe, but I do not know how to fix this. I made sure to go around the buttons, but I might’ve made a mistake. It could be that or a hardware problem, but I doubt that. My phone worked perfectly fine before. It’s not that new, just a hand-me-down, but the previous owners had it in great shape. There was never a bug before. Please help, and thanks for helping out. — Chloe
Solution: Hi Chloe. There’s a number of ways to pull up S Finder and exact steps vary by phone model and operating system version. The problem that you’re having now can be caused by either a software issue or a hardware malfunction so knowing the history of your device is key to understanding it. If the only thing that you did differently before the issue started happening was to wipe the screen with a baby wipe (which is a foolish thing to do with a non-water resistant phone), there’s a chance that moisture or liquid may have seeped into the buttons down to the motherboard. There’s no telling what happens next once the motherboard is exposed to water so this might be it. Unfortunately, the only effective way to determine if the motherboard was water damaged is to open the phone up. Unless you know how to dismantle the phone without causing unnecessary damage, we strongly advise against it.
Or, it might be as simple as an unknown software bug. We haven’t encountered a similar situation before so there’s a chance that this may be an isolated case. We recommend that you factory reset your phone, just like what we tell Beingmardsushmit above and see what happens. This is the most that you can do as far as taking care of possible software issues is concerned. If S Finder works normally again after that reset, then you probably fix it for good. If the issue remains despite the reset, that can mean the problem is most probably beyond your ability to fix. In this situation, you’ll need to send the phone in so Samsung can check the hardware.
Problem #3: Galaxy J7 stopped recording any voice, won’t capture voice during calls
Hello, I’m having a sudden issue that my phone stopped recording any voice, no one hears me through a call or a video/voice recording, there was nothing wrong yesterday before I sleep but it happened this morning suddenly, it did not fall.. maybe overheated a little bit but not at night, I tried the call and recording test, try the rebooting and the safe mode and tried the factory reset through going to settings-searches for factory reset and performed it, and still nothing happened.. no voice sensing at all.. not a scratch, please help me. Thanks in advance. — Ibrahim
Solution: Hi Ibrahim. You said you tried to do the record test? How did it go? Was the phone able to capture your voice? If the answer is yes, then the problem is may be networking-related. Make sure to let your carrier know that you’re having a problem during calls so they can assist you. Make sure to mention that the problem remains even after you factory reset the device. That should tell them that the problem is not on your phone but either on their side, or on your contact’s network.
If your phone did not capture your voice during the recording test though, that’s a totally different story. That means that your phone has a hardware issue. The microphone may be damaged or there’s unknown motherboard malfunction that causes the microphone to stop working. Either case, you’ll need to let Samsung check the phone so they can determine if it can be repaired or replaced. If it’s a microphone issue, the motherboard will most likely be replaced.