Galaxy S6 fingerprint sensor not working, cannot send SMS or make any calls, other issues

Hi Android users! Welcome to yet another #GalaxyS6 post. In this post, we bring you 6 more different issues that were submitted to us during the last few days. As usual, we will be providing you the ways to deal with these issues so if you don’t find your own solution in this post, try to visit our previously published S6 articles in this link.

Below are the specific topics we’re discussing for you today:

  1. Galaxy S6 edge won’t boot back up
  2. Galaxy S6 Mozilla Firefox browser pauses video when screen is locked
  3. Galaxy S6 fingerprint sensor not working
  4. Cannot recover files from Galaxy S6 that won’t turn on
  5. Galaxy S6 cannot send SMS or make any calls
  6. Galaxy S6 apps keep crashing | Galaxy S6 keeps rebooting on its own

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, or you can install our free app from Google Play Store.

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 S6 edge won’t boot back up

Hello. So my mom has a Galaxy S6 edge and out of the blue it turned off and won’t come back on. The Samsung screen comes up once in a blue moon but it just goes back to being off. Also, one of the little lights stays on. it is the light in the top left of the phone. Is there any way we can get the phone back on without deleting all her info? Or is there any way to get her contact off the phone then fix the problem? Please get back to me asap. We have been to 2 Sprint stores and a phone tech and they could not help. Thank you. PS: I don’t know the android version. — Clifton

Solution: Hi Clifton. If your phone is unresponsive or it you can’t get it back to turn on, there’s no way to recover contacts or files from it. You must try to check if you can restart it to other modes. Once the phone restarts to another mode, that’s the only time that you can attempt a troubleshooting. But even then, there’s no guarantee that your phone will boot up normally again. Finally, if the phone still becomes unresponsive and continues not to boot to alternate modes, you should send it in. If possible, try to bring the phone to a Samsung service center. Otherwise, you can have it checked by an independent service center.

For reference, here are the steps on how boot the phone to different alternate modes and their respective troubleshooting steps:

Boot in Recovery mode:

  1. Charge the phone for at least 30 minutes.
  2. Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  3. When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  4. When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
  5. Using the Volume Down key, navigate through the options and highlight ‘wipe cache partition.’
  6. You can either wipe the cache partition or do a factory reset when in this mode.

Boot in Download Mode:

  1. Charge the phone for at least 30 minutes.
  2. Press and then hold the Home and Volume DOWN keys, then press and hold the Power key.
  3. When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume DOWN keys.
  4. Wait until the Download screen appears.
  5. If you can boot the phone in download mode but not in other modes, that means that your only way out may be to flash a stock or custom firmware.
  6. Use Google to look for a guide on how to do it.

Boot in safe mode:

  1. Charge the phone for at least 30 minutes.
  2. Press and hold the Power button.
  3. Once the ‘Samsung Galaxy S7’ logo appears, release the Power key and immediately press and hold the Volume Down button.
  4. Continue holding the button until the phone finishes rebooting.
  5. Once you see the text “Safe mode” at the bottom left corner of the screen, release the Volume Down button.
  6. The only difference of safe mode from normal mode is that the former prevents third party apps from running. If you can boot the phone in safe mode but not in normal mode, uninstall all apps until the issue (that prevents you from booting normally) is eliminated.

Problem #2: Galaxy S6 Mozilla Firefox browser pauses video when screen is locked

I used to be able to watch streaming video on my Android using Mozilla browser. I would turn the screen off so I could put it in my pocket without causing mayhem. But, now when I either downsize my browser or turn my screen off the video pauses until I turn screen on or maximize my browser window. Why did it just start after years of working? Thank you for the help. — Corey

Solution: Hi Corey. There can be a number of reasons why this problem occurs but one of the common factors may be due a bug in one of the apps involved. If you recently installed an update, it’s also possible that that update may have changed some settings that results to this situation right now. Your troubleshooting should vary depending on what changed on your phone prior to noticing the problem. While update can cause a problem sometimes, lack of it may also be troublesome. So what exactly do you need to do you might ask. Well, let’s see. Below are some of the things that you can try in this case:

  1. Wipe the cache partition. This troubleshooting step is meant to delete the current system cache and replace it with a new one. As you use your phone overtime and download all kinds of stuff, the cache partition can get cluttered resulting to the corruption of the system cache. When this happens, there’s a chance that some apps or phone’s functionalities may become erratic. To ensure that your phone continues to use a good system cache, you must clear the cache partition. Here’s how to do that:
    • Turn off the device.
    • Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
    • When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
    • When the Android System Recovery screen appears, release the Volume Up and Home keys.
    • Press the Volume Down key to highlight ‘wipe cache partition.’
    • Press the Power key to select.
    • When the wipe cache partition is complete, ‘Reboot system now’ is highlighted.
    • Press the Power key to restart the device.
  2. Delete the cache and data of apps involved. The next good thing to do, if wiping the cache partition won’t work, is to deal with the problematic apps directly by deleting their cache and data. Because you’re having an issue with Mozilla Firefox, try to do this procedure on this app first. To wipe the cache and data of an app, follow these steps:
    • Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
    • Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6.0.
    • Once in there, click on an application.
    • You’ll now see a list of stuff that gives you information about the app, including Storage, Permissions, Memory Use, and more. These are all clickable items. You’ll want to click on Storage.
    • You should now clearly see the Clear Data and Clear Cache buttons for the application.
  3. Uninstall, then reinstall. If both types of cache (system and app) have been dealt with but there seems to be no positive result, try to uninstall the app and re-install it to see a difference.
  4. Install available updates. You also want to ensure that your apps are all updated. By default, Google Play Store app is supposed to notify you if there are available updates for your apps. If you changed this default setting to manual, make sure that you regularly check if there are available updates for  your apps.
  5. Factory reset. Should nothing change following all the procedures above, do not hesitate to do a factory reset. Sometimes, an operating system glitch can manifest in and affect other apps. To check if there’s an operating system issue that causes your browser to malfunction, perform a factory reset. Keep in mind that factory reset will wipe everything from the phone’s internal storage device so create a backup of your important files before you proceed.
    • From the Home screen, tap the Apps icon.
    • Find and tap the Settings icon.
    • Under the ‘Personal’ section, find and tap Backup and reset.
    • Tap Factory data reset.
    • Touch Reset device to proceed with the reset.
    • Depending on the security lock you used, enter the PIN or password.
    • Tap Continue.
    • Touch Delete all to confirm your action.
  6. Contact the developer of the app. If all else fails, contact the developer of the app and let them know of the trouble.






Problem #3: Galaxy S6 fingerprint sensor not working

I bought my Samsung Galaxy S6 last August 2016. It’s been working fine until now. Whenever I try to use my fingerprint to unlock the device it says “Attention. An error has occurred with the fingerprint sensor. If this message repeatedly comes up, restart the device.” I restarted the device and it still doesn’t work. So now I have no password for the phone. I cleared the cache and it still didn’t work. Please help. — Anisha

Solution: Hi Anisha. This error message can indicate two things:

  1. that there’s a software issue preventing the fingerprint sensor from working properly, or
  2. that the hardware itself (sensor) is defective and needs to be replaced.

If your phone does not allow you unlock the screen at this point, you have no other choice but to try a factory reset. This procedure will, of course, delete your user data but it’s the only way to return the phone’s software to their defaults. Once the software has been reverted, you should be able to use the phone again.

To factory reset your phone in this situation, you must first boot to recovery mode. Here’s how to do it:

  1. Turn off your Samsung Galaxy S6 Edge.
  2. Press and hold the Volume Up, Home and Power keys together.
  3. When the device powers on and displays ‘Power on logo’, release all keys and the Android icon will appear on the screen.
  4. Wait until the Android Recovery Screen appears after about 30 seconds.
  5. Using the Volume Down key, highlight the option, ‘wipe data/factory reset’ and press the Power key to select it.
  6. 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.
  7. After the reset is complete, highlight ‘Reboot system now’ and hit the Power key to restart the phone.

If factory reset won’t work, that means that there’s an unknown hardware issue. You should have the phone repaired or replaced.

Problem #4: Cannot recover files from Galaxy S6 that won’t turn on

Hi. Before hand thanks for being the person who has the knowledge to do this.

Okay so it was all fine until one second started acting up not working right. I can’t use Smart Switch to back up my life on this phone because USB file share is turned off and the screen wont work good enough to back up. It saddens me to know the phone may be gone but even worse my last year or longer. How can i back it up or turn on USB file transfer? Again thank you so much appreciate you taking time to read a 16 year olds problem. —        Branson

Solution: Hi Branson. Unfortunately, there’s nothing much that you can do in this case to back up your files or turn on file transfer. You must have a working touchscreen to do that. Try to bring the phone to your local service center and let them check if the issue is on the screen only. If that’s the case, replacement of the screen assembly should fix the issue. But, if the problem lies somewhere else, repair may involve motherboard replacement, which means that you will lose your files.

Problem #5: Galaxy S6 cannot send SMS or make any calls

I have a Samsung Galaxy S6. When I am at my home (FYI: I have Wi-Fi at my home through Xfinity/Comcast) all my texts which I send, fail and also any calls I make are ended and never connect. This does not happen when I go into another town. Customer service at Metro PCS does not care about helping me. I have been calling them for 3 weeks and they said a ticket has been opened on my account but they don’t tell me if they have solved the problem or what the problem is! I need to be able to text and to answer a text if it is sent to me especially since we are going to have some bad weather on the East Coast this week. HELP!!!!! — Rosebaloga

Solution: Hi Rosebaloga. We don’t think a third party help group like us can help you in this case. The most that we can do is to tell you to do some basic troubleshooting to see if the problem lies on your phone. These troubleshooting steps involves wiping the cache partition, installation of updates, booting in safe mode, and factory reset. As you may have noticed, all of these troubleshooting steps are mentioned above. If they fail to fix the problem, that means that the issue is not phone related but rather on the service of your wireless carrier. That said, you must work with them to fix the problem.

Problem #6: Galaxy S6 apps keep crashing | Galaxy S6 keeps rebooting on its own

Hi. I use a Samsung Galaxy S6 and I’ve tried possible ways to fix these problems with my phone with no luck. They started around the middle of last week and It has gotten worse.

Since last week, I’ve been getting error messages such (Unfortunately, Facebook has stopped) when i try to use any app for every app on my phone including the default applications. I started by doing a soft reset but after rebooting the problem persisted. By Sunday afternoon, when the phone was charging It shut down and rebooted itself but it was stuck on “SAMSUNG” with blinking light continuously. I tried again multiple times then it finally came on but i continued to receive error messages continuously which include: “the has stopped” and a ton of other messages for all apps and processes such as Contacts, Google Play services, Google, Messages, Messenger, Facebook, Instagram, Camera, Calendar, Gallery, Google photos, … etc and every other app I had so I uninstalled some apps and wiped the partition cache but I continued receiving the error messages.

On Monday I reset the phone twice (and lost all my data) because it was not responding after the first reset. After the second reset while I was trying to reinstall some apps, I got the messages: “Google play has stopped” and also the same message for Instagram Facebook and Messenger then I cleared the cache and deleted all data from settings. But i still got messages for Google Play, Chrome and Google services then I restarted the phone and wiped cache partition again numerous times. Every app still continued to crash, so I restarted in safe mode and Messages and Google Play stopped working. I tried to restart the phone again, but it is stuck on the “SAMSUNG” with blinking light again.

Also, when it shut down on by itself on Sunday, and i was able to restart it, my wall paper changed to a bright blue background but the apps were there. (I don’t know if this is normal). These problems have been so frustrating and I did not install any new apps before this problems started so I don’t think it is a virus. Is this a software problem or do I  need to change my phone?

Also, I hope my descriptions were clear enough. Thank you very much for taking time to read this and help me. I would really appreciate any help you can offer. I’m looking forward to your response. Regards. — Rita

Solution: Hi Rita. Android troubleshooting is simple. If nothing changes after you’ve exhausted all software troubleshooting, that’s a sign that there’s a hardware issue somewhere. If this has been a software issue, the first factory reset would have fixed the glitch. As mentioned above, factory reset should return the software environment back to its known, working state. Factory reset deletes all customizations, updates, and third party apps from the system, effectively turning your phone into a clean slate. If a software glitch developed before, factory reset should eliminate it. That the problem remains even after a factory reset is proof enough that this is not a software problem at all.

So, yes, you need to have a new phone if you want to spare yourself the same trouble.


Engage with us

If you are one of the users who encounters a problem with your device, let us know. We offer solutions for Android-related problems for free so if you have an issue with your Android device, simply fill in the short questionnaire in this link and we will try to publish our answers in the next posts. We cannot guarantee a quick response so if your issue is time sensitive, please find another way to resolve your problem. 

If you find this post helpful, please help us by spreading the word to your friends. TheDroidGuy has social network presence as well so you may want to interact with our community in our Facebook and Google+ pages.