Galaxy S7 Edge keeps restarting on its own when WiFi is on, other issues

Samsung has recently announced that it is cancelling production of the #GalaxyNote7 so we are a bit disappointed here in Thedroidguy. For one, we think the Note 7 is an awesome device. But faced with constant pressure around the world its safety issue, Samsung has finally pulled the plug. Anyways, we know this post is not for the Galaxy Note 7 but we would just like to share this sad news about Samsung’s decision.

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In the meantime, here’s another list of #GalaxyS7 issues we’ve collected over the past week.  Below are the specific topics we tackle in this material today:

  1. Galaxy S7 Edge keeps restarting on its own when WiFi is on
  2. Exchange account on Galaxy S7 Edge won’t sync folder or send emails
  3. Galaxy S7 Edge SMS conversations are split into 2 threads
  4. Galaxy S7 overheats when SMS comes in | Galaxy S7 screen keeps flashing on and off when SMS is received
  5. Galaxy S7 drops calls and incoming SMS are out of order

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 S7 Edge keeps restarting on its own when WiFi is on

My S7 Edge has recently been getting stuck in a boot loop in a couple of different instances. It restarts and gets stuck if I’m (1) on wifi and trying to look up pages in Chrome or running multiple apps, (2) when I’m on wifi and plug in the phone to charge (3) at any random point during the day if wifi is on. I haven’t noticed it happening when I’m not using wifi, but wifi is on most of the time because I use it at work and home. I’ve cleared the cache and I’ve master reset the phone, but it still does it. T-Mobile couldn’t help me and only offered to send me an insurance replacement (even though I’ve only had the phone for about 7 months). — Christopher

Solution: Hi Christopher. If a master reset did not change anything, we doubt if there’s anything more that you can do on your end that can fix the issue. The cause of the problem may be an unknown software bug (that we haven’t got wind of at this time), a hardware malfunction. Like your carrier, there’s no way for us to know what the exact cause of the problem is so the best resolution for you at this point is unit replacement. Before you commit to asking for a replacement though, it won’t hurt if you can try to do one more thing — boot and observe the phone in safe mode. While not a solution itself, doing so may help you check if the issue is due to a bad third party app. Try to observe the phone in safe mode as long as you can (a few days if possible) and see if that will make any difference. While we haven’t heard of a third party app that can cause the issue you’re experiencing, we still can’t rule out the possibility an outdated app creating a conflict with the device’s software. If the wifi issue remains even when the phone is in safe mode, go ahead and get a replacement.

For reference, below are the steps on how to boot your phone in safe mode:

  • Turn your Galaxy S7 off.
  • Press and hold the Power button.
  • Once the ‘Samsung Galaxy S7’ logo appears, release the Power key and immediately press and hold the Volume Down button.
  • Continue holding the button until the phone finishes rebooting.
  • Once you see the text “Safe mode” at the bottom left corner of the screen, release the Volume Down button.

Problem #2: Exchange account on Galaxy S7 Edge won’t sync folder or send emails

I have recently purchased a new phone (Samsung Galaxy S7 Edge). I have also started with a new company. As such i have a new domain/exchange account. I have attempted to add this exchange account to my phone (Checking incoming server settings – OK), the account authenticates (Retrieving account information – OK) and adds ok; however the folders will not sync and i am unable to send e-mails.

I have x2 other accounts configured on the device — x1 office 365 personal e-mail, works fine and x1 personal POP3 account which also works fine. I have removed and deleted the account, same issue.

A colleague on the same domain has added their account to my device, works fine, removed all accounts. I have wiped cache, even wiped the device and started fresh, still same issue.

We have checked the MS exchange account, all settings are perfectly fine and also is identical to that of my colleague who can add their domain account to my device fine. There is no issue with the domain account, exchange account, device, credentials, account locout status, latest firmware on device, everything up to date, less than a week old running Android 6.0.1.

When i add the account in it says the “e-mail address is already in use.” I cannot find anywhere on my Google account to authenticate/de-authenticate an account in case the new domain account is cached somewhere. Can someone assist please? As such i have not been able to find any support articles or anyone else who is experiencing similar issues. It has to be an issue with Google. — Rhys

Solution: Hi Ryhs. While it’s convenient to blame Samsung or Google in this case, we recommend that you go a different route first, that is, ask assistance from your company’s IT department. Most of the time, restrictions (or lapses) from corporate IT departments are the leading causes of Exchange-related cases on Galaxy S issues. Make sure that you let your IT guys know of your issue configuring your account in your Galaxy phone so they can check for account-level restrictions. They may have performed some server settings that may have affected your account for some reason.

To check if the issue is due to (some) unknown bug on the Galaxy S7 or the firmware running on your device, try to configure your Exchange account on another mobile. If the issue also happens on that device, that’s a clear sign that there’s an account or company-level issue.

Problem #3: Galaxy S7 Edge SMS conversations are split into 2 threads

Got the new Samsung Galaxy S7 Edge. Love it, but am having a problem with the default messaging app. It splits my conversations with people into two separate message windows, making it challenging to follow conversations. The first is usually just my messages to people, and seems to be when their phone number is directly saved into my phone without the +6 information. The second window will contain their reply, and anything I reply to them in this window will stay there. This information will be replying to their +6… version of the number. It’s driving me insane! I tried to fix it by changing my contacts in my phone to always be saved in the +6… format, but now when they call me I don’t get their caller info!!! Any thoughts?? — Ally

Solution: Hi Ally. This issue happens when the same contact name is associated to the same number but saved in two different formats. When making and receiving voice calls, Android usually falls back on a number saved with country code format or with international dialing prefix (+61). This isn’t true for SMS and MMS though. Some carrier software not be as flexible so make sure that you save the contacts in question in one single consistent format only to avoid conflicts. If you don’t save your contacts in the same configuration all the time and you now have tons of them, try using third party apps to do the job for you. You can start with  Twitch! Contacts Formatter from Google Play Store.

Problem #4: Galaxy S7 overheats when SMS comes in | Galaxy S7 screen keeps flashing on and off when SMS is received

For many months now I have noticed that whenever my phone is in my pocket and I receive a text message it tends to get very hot and thus drain my battery. To further explain, this occurs when I receive a text message but don’t check or remove my phone from my pocket right away. If it stays in my pocket I first feel the phone getting hot against my leg.

One thing I noticed, consistently, is that the screen tends to flash on and off several times until I remove it from my pocket. The screen flashing is similar to pressing the power button to turn on the screen (as if you are trying to check your notifications) and then pressing the power button again to turn the screen off. I first noticed this when I wore basketball shorts and I thought maybe when the screen faces my leg, it is somehow sensing that a skin contact. However, I have been keeping the screen facing away from my leg, when inside my pocket (regardless if wearing shorts or jeans) and it still does the same thing whenever I get a text message. Recently I also noticed the same reaction when something covers the sensors on the left side of the part where you place your ear to talk on the phone.

On different occasions I’ve had a pillow or a blanket partially covering those sensors and I noticed the phone would reproduce the same behavior as it did in my pocket. The screen would keep flashing until I removed the object covering the sensors. I have Smart alert off, smart stay off, and “keep screen turned off” on.

I have tried searching online for people with similar issues but can’t find a blog or forum expressing the same problem. If you could give me some insight to this I would gratefully appreciate it. Thank you.

P.S. No other notifications seem to reproduce the same problem, only text messages (regardless of messaging app). — Sherief

Solution: Hi Sherief. The sensor that detects your face or ear (when using your phone during voice calls without a headset) and which automatically turns off the screen is called a proximity sensor. This is a standard sensor in all smartphones and like any other sensor, it can also get damaged. Although it’s very seldom that we hear proximity sensor going bad in a smartphone, it still can happen. What interests us though is the fact that your phone also overheats when receiving a text message. It appears that the trigger for the symptoms (overheating and proximity sensor tripping) is when the phone receives an SMS. We can’t see the logic why SMS will trigger the issues but since they appear to happen when SMS is received, there may be a software glitch causing it. We suggest that you treat the problem just like any other software issue by doing all software troubleshooting.

Start by wiping the cache partition. Here’s how it’s done:

  • Turn off your Samsung Galaxy S7.
  • Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  • When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  • When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
  • Using the Volume Down key, navigate through the options and highlight ‘wipe cache partition.’
  • Once highlighted, you may press the Power key to select it.
  • Now highlight the option ‘Yes’ using the Volume Down key and press the Power button to select it.
  • Wait until your phone is finished doing the Master Reset. Once completed, highlight ‘Reboot system now’ and press the Power key.
  • The phone will now reboot longer than usual.

If wiping the system cache won’t help, the next thing you want to do is ensure that the SMS app is working normally. You can do that by wiping the messaging app’s cache and data. Here’s how:

  • 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, look for the messaging app and tap it.
  • 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.

If nothing changes, don’t hesitate to do a factory reset. Refer to the steps below.

Problem #5: Galaxy S7 drops calls and incoming SMS are out of order

I have the Samsung S7. My Carrier is Fido. I have had this phone for all of less than 2 months. For reasons I can’t comprehend, it will not receive calls or when it does, it rings once and the call drops. When I make calls, it’ll ring and then hang up. On the rare occasion that it actually does ring all the way through, my voice gets distorted or the voice of my dialee is distorted and we cannot understand each other. Then the call drops.

I also receive text messages out of order, or I will just not get any at all but get others. And when I do get text messages, it’s in duplicates or triplets. I was also listening to music and at one point the song froze and a syllable of a word in the song kept repeating for 3 minutes. Like DaDaDaDaDaDa for 3 minutes. I could not turn off the phone or reboot. Then it rebooted itself. Upon the password screen, I inputted my pattern and it said it was invalid. So I put in my backup pin, and it said it was the wrong pin. So then I wiped the cache data and it was okay after that but still all calls/messages are not working.

I called Fido to tell them of the problem and they reset my phones access to their mobile network. Nothing changed. I’m still not able to receive messages/calls or send them out. I’ll try a factory reset but something tells me that this will not solve the problem and that it is hardware related. But I’m hoping it isn’t because I really don’t have time to get my phone sent in for repairs nor do I have the money for it. This phone was already expensive as it is. Please help! — Gabrielle

Solution: Hi Gabrielle. We don’t know what are your expectations from us but we aren’t exactly dishing out magic solutions nor are we capable of diagnosing a hardware issue without physically checking the device. If you suspect that hardware is to blame, you must let a professional do the checking. There’s nothing that we can help in that regard though. You either have to tap Samsung or your carrier, or simply bring the device to a third party repair shop.

We still recommend that you try factory reset first so you can observe the phone when all software settings are set to default. If the same issues happen still after a factory reset and when there are no third party apps installed, go ahead with hardware repair or unit replacement.

For reference, below are the steps on how to perform a factory reset:

  • Turn off your Samsung Galaxy S7.
  • Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  • When the Samsung Galaxy S7 shows on the screen, release the Power key but continue holding the Home and Volume Up keys.
  • When the Android logo shows, you may release both keys and leave the phone be for about 30 to 60 seconds.
  • Using the Volume Down key, navigate through the options and highlight ‘wipe data / factory reset.’
  • Once highlighted, you may press the Power key to select it.
  • Now highlight the option ‘Yes — delete all user data’ using the Volume Down key and press the Power button to select it.
  • Wait until your phone is finished doing the Master Reset. Once completed, highlight ‘Reboot system now’ and press the Power key.
  • The phone will now reboot longer than usual.

 


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2 thoughts on “Galaxy S7 Edge keeps restarting on its own when WiFi is on, other issues”

  1. I don’t know if this wifi on make galaxy 7 edge always reboot problem has been solved or not. I facing this problem and after i reset network setting from Setting – General management – Reset – Reset network setting. My galaxy 7 edge problem solved. Hope my comment could help others if have same problem with their galaxy 7 edge. Thanks

  2. Every time I connect to an airport WiFi my galaxy s7 locks up before going to sign in page and then keeps restarting. Every time it restarts it asks me to enter the password instead of finger print, but the keyboard to enter the password does not come up.
    This has happened at both Dubai and Copenhagen airports

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