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Galaxy S7 Active randomly loses internet connection when on wi-fi or mobile data, other issues

Here we are again, sharing you more issues about the #GalaxyS7 and their respective solutions of course. As usual, the issues mentioned in this post today are taken from submissions from tens of thousands of our readers around the world. For those who may not find the solution to their own Galaxy S7 woes, we encourage you to keep watching for more of the same articles in the coming days and weeks. You can also try our already published S7-related articles by visiting our main S7 troubleshooting page.


For now, these are the topics that we cover in this material:

  1. Galaxy S7 Active randomly loses internet connection when on wi-fi or mobile data
  2. Galaxy S7 email app and its security settings
  3. Galaxy S7 Edge keeps overheating and freezing
  4. Water damaged Galaxy S7 battery level won’t change from 0%
  5. Galaxy S7 won’t charge anymore
  6. Galaxy S7 always showing overheating symbol

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 Active randomly loses internet connection when on wi-fi or mobile data

This issue started with the Marshmallow update in April to my device Samsung Galaxy S6 Edge Plus. I started losing Internet connection both connected to wifi and through the service provider. I could be connected to wifi and be browsing on other devices but not have the ability to use Internet on my phone. This happens intermittently. The connection goes in and out. This also happens just using my service provider’s (Verizon) 4G LTE.

I told Verizon that this was happening. We conducted several troubleshooting tests, it did not fix the issue. they sent me a new phone and SIM card. They told me to call back if I was having the issue again. I went through 5 more phones and I experienced the same connectivity issues with every phone. In September I switched to AT&T. I then got the Galaxy S7 Active. I noticed I was having the same exact problem immediately. I could have Facebook messenger open and have full bars for 4G LTE and not be able to connect to the internet. The messenger will show a red bar stating I have no Internet connection. This exact symptom happens when the phone is connected to wifi (that I know works on other devices). I have to force close the apps and re-open it for it to reconnect to the Internet. Randomly I will have an error that shows up at the bottom of the screen even when I am not doing anything with the phone (no Internet connection). — JillIan

Solution: Hi Jillian. That the problem happens on at least 2 carriers and multiple phones makes us think that that there must be something that you’re doing that results to your problem. This “something” might be the same app that you keep on installing in all these phones. That said, we want you to boot the phone in safe mode and observe the phone for as long as you can (if possible a few days at a stretch). When safe mode is on, all third party apps and services will be prevented from running so if the issue won’t occur, that’s a clear indicator that the problem is due to an erratic app.

The thing is, safe mode won’t help you identify the particular app so you must use trial-and-error method to find it. You can do that by removing apps one by one so you can observe if the issue remains after every uninstallation. This method will take some time but it’s an effective one. To power up your phone in safe mode, follow these steps:

  • Press and hold the Power key.
  • As soon as you can see the ‘Samsung Galaxy S7 EDGE’ on the screen, release the Power key and immediately hold the Volume Down key.
  • Continue holding the Volume Down button until the device finishes rebooting.
  • You may release it when you can see ‘Safe mode’ in the bottom left corner of the screen.

Alternatively, you can reverse the process by wiping the phone clean via factory reset first, then install apps individually and doing an observation after every installation. Factory reset will not only restore all software settings back to default but will also eliminate any firmware-level bugs that may have developed over time. The main aim of factory reset in your case though is to make the system clean so you can identify the erratic app afterwards.

Here are the steps on how to factory reset the device:

  • Turn off your Samsung Galaxy S7 Edge.
  • Press and then hold the Home and Volume UP keys, then press and hold the Power key. NOTE: It doesn’t matter how long you press and hold the Home and Volume Up keys, it won’t affect the phone but by the time you press and hold the Power key, that’s when the phone starts to respond.
  • When the Samsung Galaxy S7 Edge 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. NOTE: The “Installing system update” message may show on the screen for several seconds before displaying the Android system recovery menu. This is just the first phase of the entire process.
  • 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.

Problem #2: Galaxy S7 email app and its security settings

Using the Samsung email app I have two email accounts on it, and my Gmail account also uses the Gmail app. I want to use the Samsung one but I’m afraid the security settings are lax and I have no idea how to change it. The Hotmail account is on exchange server eas.outlook something but there are no options for spam filters, and the security policies section is empty. There are options for certificates but when I click on it I have no clue what I’m supposed to download or choose. Only option is for encryption certificates which I’d have to install and choose between PKCS options. The server settings only say it’s using SSL now. I could choose certificate but again no clue which to install. The Gmail account on this app is running on its own igmail server. The worrisome account is the Hotmail because I have never received so much spam and junk mail in my life and a lot of it is going in my inbox. I reached my max spam list of 200 emails several times already and had to clear it. There’s also a problem with legit emails going in the junk mail. There’s almost 700 emails on the server according to the app and I only sync 2 weeks because of the insane amount of emails I get. Where and how can I adjust the security settings on my email? I feel like it’s a free for all. I have no spam filter setting or anything. I want to use it for convenience having multiple emails on one app but I don’t feel like it’s secure at all and I can’t find any settings anywhere. Is there another app I can use that’s more secure? Not even sure if it’s on the right server or if I do need certificates. My head is going to explode soon please any advice is appreciated. — Jay

Solution: Hi Jay. When it comes to this type of issue there’s little (if there is at all) to nothing that you can do. The security options that you can get are the ones you can right now. Samsung email app does not give users choices on what type of security to choose from.

When it comes to spam, filters for them are usually provided on an email client basis only. The native email app on Galaxy devices do provide some sort of anti spam support but it’s limited. To minimize spam in your Hotmail account, we suggest that you create a spam filter on your account via a computer’s browser instead.

We can’t suggest a specific third party email app that has better security choices than the native email app of Samsung. You must use them yourself first if you want to know what their security features are.

Problem #3: Galaxy S7 Edge keeps overheating and freezing

I have Galaxy S7 Edge. When i bought it, it was very good but after the last system update the problems started. Sometimes it’s freezing when it becomes hot in the back or even when it’s cold. Also, sometimes it just keep rebooting if i use it or not.

I tried the hard factory reset and cache wipe but it still the same. I feel most of the problems increases when the battery is less than 50%. I bought it without guarantee. What should i do? Could you please help me? — Mouhamad

Solution: Hi Mouhamad. Regular freezing episodes and overheating are indicators of hardware malfunction. That factory reset did not improve the situation is another proof that there’s an issue with the hardware department. You must have the phone’s hardware checked so repair or parts replacement can be considered.

Problem #4: Water damaged Galaxy S7 battery level won’t change from 0%

My phone decided to take a trip down the toilet on Monday, so when it had dried out I plugged it in. It recognizes it’s being charged so comes up with the normal charging 0% screen if the device is off, and when this goes off the red LED lights up. however long I leave it, it will not go above 0%. Two days ago I managed to get it turned on while plugged into the wall socket, and it worked fine apart from the fingerprint sensor not responding. I uploaded all the data i wanted from it to Onedrive, then left it on overnight plugged in so my alarm would wake me up, and then when I wanted to go out, it was still saying 0%. I unplugged it and it instantly powered off, and haven’t managed to get it on since. — Jack

Solution: Hi Jack. Hopefully your S7 does not yet incurred permanent motherboard damage at this time. We know that the S7 is water resistant but this label can sometimes give users a false sense of security. Sometimes, water resistance does not always work as expected. If the charging or battery level issue was not there before the phone took a dive, that’s a confirmation that water resistance did not work. As there’s no software fix for a hardware issue, like Mouhamad, you must also bring the phone to a repair shop so a technician can check if the phone can still be saved.

Keep in mind that even if there’s only a tiny amount of liquid that got in contact with any metal connectors inside, there’s always a chance that that connector can become corroded. By powering on the phone, you may have signed the death sentence on that device — electronics and water don’t mix well.

Problem #5: Galaxy S7 won’t charge anymore

My phone wont charge anymore. I have tried with many cable, many charger. even wireless charging doesn’t work (the percentage stay the same even if its indicating that it is charging). When the phone is off and I plug the cable, the current icon appear but the charging icon never appear. In the past weeks I saw that my phone is going multiple times in charging not charging mode when plugged in. I have tried to root my phone, installed another ROM, uninstall Samsung apps. I tried to rollback the bootloader to an older version but without success. Now I don’t have any others idea of what I can do more, can you help me please. Thanks. — Stephane

Solution: Hi Stephane. First of all, we want to make it a point that a hardware issue can’t be fixed by ANY software solution. If your phone was water damaged, was dropped, or exposed to extreme temperature (both hot and cold), stop whatever software troubleshooting you’re doing and send it to a repair shop. Don’t waste your time doing pointless solutions like rooting, flashing, etc.

On the other hand, if you think that your phone was never damaged physically because it was not exposed to water and extreme temperatures, or was never dropped, then doing some specific solution may help. Normally, any software-related issue that comes out of normal operation such as slow performance, freezing, or crashing apps can be fixed by doing a cache wipe or factory reset. As long you never modified the official firmware, the basic software troubleshooting should help.

In your case, the charging issue you’re experiencing right now can be caused by a corrupted operating system or a defective hardware. In order to identify which of the two is responsible, you must do a factory reset. Apparently, your problem is not due to bad software at all. We don’t know the full history of your device but we think that the charging port and the battery are worth checking. If the charging port is the issue, there may be bent or defective metal connector that stops working right after you insert a USB cable. In some cases, a bad battery can also lead to the situation you’re in. either way, you need to allow a qualified technician see which of the two is causing the trouble. If the phone is still under warranty, make sure that you revert all software back to stock and call Samsung so they can fix the problem.

Problem #6: Galaxy S7 always showing overheating symbol

Hello, I saw that you answered this person’s question. “Problem: Hi, I was getting a message on screen saying ‘your device is overheating you will only be able to access phone and contacts.’ However the phone was not even warm. I allowed the battery to drain and when i tried to recharge it, I am getting symbol that’s a RED TRIANGLE WITH A THERMOMETER IN THE MIDDLE in the middle of the battery symbol. Can you help me fix this?”

I am having the same issue but in the answer it said that it could happen because of a drop or a water spillage. Neither of those things happened to mine. I sent it to a repair guy but he said that he was not sure what it is and said it might be the battery. But my phone is not getting hot, only on the right upper side, like up from where you lock the phone. The battery is not really that close to that part, is there another component that could be causing this issue, or the software maybe? Thank you for your assistance. — Ruth

Solution: Hi Ruth. If the phone does not get warm to touch and works normally except for that annoying message, then a software glitch may be to blame. The error usually shows up if the system is triggered by certain conditions, one of them being the internal temperature of the device rising beyond an allowed threshold. It does not necessarily mean that a battery must be overheating in order for this error to show up. To check if this is just a false alarm, try wiping the cache partition first. Here’s how:

  • Turn off the device.
  • Press and hold the Volume Up key and the Home key, then press and hold the Power key.
  • When the device logo screen displays, release only the Power key
  • When the Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
  • Press the Volume down key several times key to highlight ‘wipe cache partition.’
  • Press the Power key to select.
  • Press the Volume down key to highlight ‘yes’ an 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.

There’s a chance that an app may be causing a conflict with the operating system as well so you can try to boot the phone in safe mode and observe it for 24 hours.

Finally, make sure that you also try factory reset so all software settings will restored to default. Refer to the steps above.

If all these procedures won’t help at all, contact any relevant party that can replace the phone.



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