We seldom hear of brand new #GalaxyS7 devices having troubles right away but one member of our community did experience it. This troubleshooting article will answer the questions posed by this user so hopefully it will also be a good reference for those with problematic, brand new devices.
Today’s problem: Galaxy S7 Edge screen freezes and turns black after wifi is disconnected
A brand new Galaxy S7 Edge duos, after initial setup and inserting the sim card, the screen goes black (no led light) few moments in actual use during which I connected to wifi and made a call. It happened at the moment the call ended. I tried charging it but It didn’t respond so I can’t know if it was actually charging. only when I tried to force restart it using volume up and down key and power button, it worked. I used it during the same day and another problem appeared concerning wifi. suddenly it disconnect and in the wifi setting, it scans but no network appears then shortly after it turns off. Attempting to enable wifi again proves useless. it stays like that until reboot or freeze with black screen and unresponsive buttons like the first time. This keeps happening on random intervals. I had it now for three days and nothing changed. It appears to be random without pattern but I feel it occur mostly after wifi disconnect or google play updating. I have tried updating the software to the latest available version and used the wipe system cache method but no good. I haven’t installed any apps on my own. I’m confused. can you identify any core cause of those problems ? or is it a serious hardware issue and I should ask for a replacement. Thanks. — Kamel
Solution: Hi Kamel. First off, we want to make it a point that no brand new Samsung Galaxy device should act the way your S7 edge works after setting it up. There’s no excuse for a brand new S7 to become as problematic as your device moments after unboxing and setting it up. If your claim that this is a brand new S7 edge, then you must have it replaced right away instead of having to fix these issues on your own.
Before you do that though, we suggest that you return all the device’s settings to their factory defaults to see if there’s a software bug that causes the phone to work erratically. Factory version of Android is generally bug free and certainly won’t cause any of the problems you mentioned. By wiping your phone, you’re also eliminating the possibility of a bad app causing these problems. If your Galaxy S7 edge will have the same problems after you factory reset it, then you can assume there’s a hardware malfunction in it. You may have received a lemon so replacement should be the only resolution for you.
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For reference, these are the steps on how to factory reset your S7 edge:
- 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.