Galaxy S7 won’t sync one email account, black screen asking for password, other email issues

Hello everyone. Welcome to another #GalaxyS7 post for the day. This post covers two unrelated issues briefly so we hope some of you will find this helpful. We decided to group them in this short article as they usually don’t fall within our usual posts based on issue categories.

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 S7 won’t sync one email account

Hi. I have a Samsung Galaxy S7. All the sudden I have one (out of three) email accounts that will not sync. It has not loaded since August 19th, it is now August 21st. I have checked the email settings in general and for the specific account. My other two accounts are syncing just fine. Any advice on what to do to get this email account to work again? — Amy

Solution: Hi Amy. Have you tried wiping the cache and data of the email app? This troubleshooting usually fixes minor app bugs so if you haven’t be sure to do it. Here’s how:

  1. Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
  2. Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6 or 7.
  3. Once in there, click on an application.
  4. You’ll now see a list of stuff that gives you information about the app, including Storage, Permissions, Memory Use, and more.
  5. These are all clickable items. You’ll want to click on Storage.
  6. You should now clearly see the Clear Cache and Clear Data buttons for the application. Try to do the Clear Cache option first. Once you’ve done that, check how that email account’s sync function works. If the same problem persists, do the Clear Data option.

Clearing an app’s Data is the virtual equivalent of removing and reinstalling an app. You must add your email accounts again afterwards.

Alternatively, you further verify if the problem is app-specific by using another email app. Try to use Google’s Gmail app, or Microsoft’s Outlook and see how sync works.

If the problem is still there, contact your email service provider to see if there’s any problem on their end.

Problem 2: Galaxy S7 black screen asking for password

I am getting a black screen which is stating the follows:

“to start up your device, enter your password.”

I have never used a password with my phone. I have no idea why I am getting this and can not use my phone at all. The only advice I have seen so far is to do a factory reset which I would like to avoid if possible. Thanks for any advice you can provide. Amy Dodge. — Amy

Solution: Hi Amy. It’s hard to argue with a fact. Since your phone is asking for a password, you must have go beyond the limit of attempts to unlock the screen using other means (such as pattern or fingerprint). In other words, your device may be asking to enter the backup PIN after you failed to unlock it with your usual pattern or fingerprint entry.

Below are some of the possible ways to unlock your screen without resorting to factory reset:


Unlock your Note 5 using  Android Device Manager

This should be the first step that you must try, especially if you are signed in to your Google account in the phone. This method only works if you already registered your device with Android Device Manager. If it’s registered, you can then use ADM’s lock feature to reset the Google password using a computer. Below are the requirements in order for you to use ADM to unlock your Note 5:

  • phone must be turned on
  • phone must be signed in to your Google account
  • phone must be connected to wifi or mobile data
  • phone must be visible in Google Play
  • phone’s GPS or location must be turned on
  • phone’s Find My Device feature must be turned on
  • phone’s Allow remote lock and erase feature must be enabled

If any of these requirements is not met, there’s a chance that you won’t be able to use ADM to unlock your Note 5.

However, if everything is set, you can proceed to unlocking the device by doing the following:

  1. Go to the Android Device Manager from a computer.
  2. Find your Galaxy Note 5 on the screen.
  3. Enable “Lock & Erase” feature.
  4. Follow the given steps on the page to lock your phone.
  5. Set a temporary password.
  6. Enter the temporary password on your Note 5.
  7. Create a new password.


Unlock your Note 5 using Samsung Find My Mobile

Samsung’s Find My Mobile is a remote service similar to Google’s ADM. In order for it to work, you must have registered your device in Find My Mobile website or service. And like ADM, it also requires some things. Below are the necessary things that must be met in order for you to use it:

  • phone’s Remote Controls feature must be on
  • Google location service must be on
  • phone must be connected to wifi or mobile data

If you’ve already registered your device to Samsung’s Find My Mobile service before and the rest of the requirements are met, you can then do the following to unlock your phone:

  1. In your computer, go to Samsung Find My Mobile website and sign in.
  2. If you have multiple devices registered, make sure to select the correct one in the upper left hand side of the screen.
  3. Click on the arrow icon to begin searching for your device.
  4. Once the service has located the device, scroll down the options on the right until you see Unlock My Device option.
  5. Click Unlock My Device.
  6. Enter your Samsung password.
  7. Click Unlock.

Problem 3: Galaxy S7 edge Unable to set up account error when adding Yahoo account

I have an Galaxy S7 Edge and for some reason the email I set up is not there. I have tried to reinstall it but it gives me the error message “Unable to set up account. An incorrect username or password has been entered, or POP3/IMAP access is not turned on for this account.” Is this a Yahoo issue or a phone issue — Tammy

Solution: Hi Tammy. We have to no trouble adding our own Yahoo account in both Samsung email app and Google Gmail app in at least 2 Galaxy S7s so this is either a Yahoo account problem, or an isolated issue with your email app.

Try to add your Yahoo account in another email app such as Google Gmail or Microsoft Outlook and see if it works. If you’ll get the same error, contact Yahoo for assistance.

Problem 4: Galaxy S7 lower portion of screen remains black

I have Samsung Galaxy S7. A few months ago my phone dropped to the floor and the touch is broken but display and touch are both working good before I have repaired the speaker. Now my touch is working perfectly but my display’s lower portion is not showing anything. So give me the solution if possible without changing my display. I want to send you screen shot but here’s is no option. –Jignesh Panchal

Solution: Hi Jignesh. An LCD screen either works or not. If only a portion of the screen is blank, it’s possible that you may have damaged a cable during repair, or that the LCD screen itself got broken after the phone was dropped. Try to take the phone apart again and ensure that all the flex cables are not broken or ripped. Even a small rip in one of the cables can lead to problems. If all the cables are fine, consider changing the LCD component, or the entire screen assembly.

Problem 5: Galaxy S7 emails do not sync properly, deleted email reappear as new messages

Using the Samsung email app, my emails do not sync properly. All new emails come in just fine. However, any email that has been read or deleted using my laptop Outlook account, does not display properly on my phone. They continue to appear as new messages and/or not removed from the inbox. It is very strange as it just started to happen all of a sudden, two days ago. No changes or updates were made to the phone before this started to occur. I even removed the account and installed it fresh to no avail. Any ideas would be appreciated. — Mtaricco

Solution: Hi Mtaricco. This is either a sync issue on your email provider’s end or an isolated problem with the email app in your phone. Start by troubleshooting your device first.

We suggest that you kick your troubleshooting off with a cache partition wipe to ensure that the device’s system cache is refreshed. Here’s how:

  1. Turn off your Samsung Galaxy S7.
  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. Once highlighted, you may press the Power key to select it.
  7. Now highlight the option ‘Yes’ using the Volume Down key and press the Power button to select it.
  8. Wait until your phone is finished doing the Master Reset. Once completed, highlight ‘Reboot system now’ and press the Power key.
  9. The phone will now reboot longer than usual.

Once you’ve refreshed the system cache, you can then proceed to wiping the email app’s cache and data. Refer to the steps above on how to do it. Unless the sync issue is account- or server-related, you should be able to add the account again. It should also work normally after that.

If the problem stays though, be sure to contact the email service provider for help.


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Harvey Hisona

Harvey is keen with mobile technology and loves writing about all things mobile. He is passionate in helping technology-challenged people by finding resolution to their issues. Contact me at Email

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