Galaxy S6 can’t send out emails when using wifi, mobile data stopped working, other issues

Good everyone. This troubleshooting post discusses some connectivity-related problems on the #GalaxyS6. As usual, the cases mentioned here are taken from reports submitted by some members of our Android community. We hope you’ll find this material helpful.

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 wifi stopped working after changes in Device Management were made

My husband has a Samsung S6. Yesterday, he was messing around in the Device Maintenance option in Settings and now his WIFI won’t turn on. The icon is black and turns a light blue when it is tapped and you can toggle the WIFI switch to on (but not to off) in settings. It says turn in on but does not progress past that. You cannot open a WIFI sub menu to see any networks either. I have tried rebooting his device several times, rebooting into safe mode (the problem persisted in safe mode) and wiping cache partitions. None of these has fixed the issue. The phone is working fine otherwise. All other features e.g.. Bluetooth, mobile date etc. are working normally. It seems as tho he changed a setting while in the Device Maintenance area but I cannot figure out what and he does not remember what he changed. I am at a loss. Please help. — Crystal Provo

Solution: Hi Crystal. If you are positive that changes were made under Device Management section only, there’s a chance that he may have selected the one of the two power saving modes under Settings>Device Maintenance>Battery. These two options are MID and MAX, previously known as Power Saving Mode and Ultra Power SAving Mode, respectively Any of these modes aim to lower battery consumption of the device by modifying energy intensive functions such as screen brightness, screen resolution, CPU speed, and network usage. Once selected, network usage will be cut drastically by disabling both wifi and mobile data, though a user can turn them back on later. To see if this is the case, try to return the phone to its normal power consumption mode by doing the following steps:

1. Open Settings app.
2. Tap Device Maintenance.
3. Tap Battery.
4. Tap OFF.

If doing the steps above won’t fix the issue, do a factory reset by doing these steps:

1. Create a backup of your important files.
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 2: Galaxy S6 with Straight Talk SIM can’t receive calls and texts

My husband and I both have Samsung S6 phones (which were AT&T) changed to Straight Talk. Have been working perfectly for two years. Yesterday they both showed “no service” at the same time. Let it sit, started both phones again. No change. Called Straight Talk, they refreshed both phones. No change. Can’t receive calls or texts. Turned wifi off, no change. Airplane mode is not on. Can make calls on both phones. While on a call, old texts and messages come flooding in. Any suggestions?

It seems all info put in for Straight Talk is correct in Settings. Thanks for your help. — Scharr

Solution: Hi Scharr. If both phones were working normally before the issues occurred out of the blue, there are two possible causes for it:

1. something has changed in both accounts, or
2. there’s an on-going network issue in your area.

It’s very unlikely that the issue is due to a device issue since both devices suffers from the same problem almost around the same time. There may be a provisioning issue in both accounts so you must talk to your carrier to ensure that everything is set normally. Provisioning procedures vary by system so only your carrier’s technical support team can help you with this. Provisioning issue means that there is an incorrect parameter in an account which may be directly or indirectly linked to the issue. If a regular technical support representative can’t fix the issue, consider talking to a supervisor or manager so a higher level of support can double check the accounts. If they’ve already done everything on their levels, make sure to get a new SIM card. If that won’t fix it either you may even have to try changing your number to ensure that your account is reworked.

If nothing works still, there’s a chance that there may be an unknown problem with the network. If possible, try to insert another known working SIM card and see if Straight Talk’s services work in your location. If you’ll encounter the same trouble, let Straight Talk know so they can do something about it.

Problem 3: Galaxy S6 can’t send out emails when using wifi

Hi. I’m trying to help my mom with her Samsung Galaxy S6 ( I use an Apple so not much help). She has a global email account and is connected to my wifi at home whilst she visits. She is able to receive emails but when she replies to one it says “unable to send email – error occurred on email server.”. How can I help her setup so it works off my WiFi. Do I need to create another gmail account for her and setup as default to use WiFi? Please help. — Hamish.james

Solution: Hi Hamish.james. This can be a case wherein the email service provider restricts an account from sending emails over an untrusted network (your internet service provider). In other words, the email provider’s SMTP server (outgoing server), for security reasons, does not allow an account to send emails out in third party networks unless the account can authenticate login credentials. To fix the issue, consider turning on Authentication required before sending emails option. To do this in the standard Samsung email app, do these steps:

1. Open Email app.
2. Tap More settings icon (three horizontal lines at the upper left).
3. Tap the Gear icon.
4. Tap the Account you’re having a problem with.
5. Scroll down to the bottom and tap Server settings.
6. Move the slider for Authentication required before sending emails option to the right to turn it on.

If your mom is using a different email app, find the server settings in said app and look for anything that says something about authentication required for outgoing emails.

If our solution above won’t help, tell your mom to contact her email provider for direct assistance.

Problem 4: Galaxy S6 mobile data suddenly stopped working

My Galaxy S6 suddenly won’t connect to the network via data. I have performed a soft reset, checked the APN settings, as well as anything else I could think of that might affect the data connection. I haven’t downloaded any new apps, but have applied all current updates to applicable apps. I don’t see the little data icon that usually appears at the top of the screen (the one that will say 4G if available with the 2 little arrows that indicate download or upload). The phone has performed flawlessly for over 2 years. I am an engineer, and understand how cell phones work from a technical standpoint, but this has me stumped. My carrier is Tag Mobile, who uses the T-Mobile network. — Holland Phillips

Solution: Hi Holland. Have you tried checking how mobile data works when the phone is on safe mode? A third party app may be affecting this function for some reason so it’s a good first troubleshooting step. To do that, kindly follow these steps:

1. Press and hold the Volume Down and Power keys for 20 to 30 seconds.
2. Once you see the Samsung logo, release the Power key immediately but continue pressing the Volume Down key.
3. Your phone should continue booting up and you will be prompted to unlock your phone as usual.
4. You will know if the phone successfully booted in safe mode if the text “Safe mode” is displayed at the lower-left corner of the screen.

If mobile data works when your phone is on safe mode, that means that our suspicion in on target. To fix the issue, you must use the process of elimination to identify the problematic app.

However, if the problem remains even when the device is on safe mode, wiping the cache partition may help. Here’s how:

1. Turn off the device.
2. Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
3. When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
4. When the Android System Recovery screen appears, release the Volume Up and Home keys.
5. Press the Volume Down key to highlight ‘wipe cache partition.’
6. Press the Power key to select.
7. When the wipe cache partition is complete, ‘Reboot system now’ is highlighted.
8. Press the Power key to restart the device.

Finally, if a cache partition wipe won’t help either, do a factory reset to return all software settings back to their known working state. Refer to the steps above on how to do it.

Remember, factory reset and two previous solutions can only fix an issue due to a fault in the device. Since you’re dealing with mobile data here, there’s a chance that the problem is account- or network-related as well. So, if nothing works after doing our suggestions, contact your carrier and let them help you troubleshoot the problem.

 

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