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Galaxy Note 4 keeps getting pop-up saying phone is infected with virus, other issues

Every once in a while we come across #GalaxyNote4 users reporting that their device constantly showing ad pop-ups and virus threats. In this article, we give you some simple steps on how to deal with this pop-ups problem as well as 6 other totally different issues.

note-4

Below are the specific topics that we cover in this material today:

  1. Galaxy Note 4 turns off when battery level reaches 25-40%
  2. AT&T Galaxy Note 4 has no “More settings” under Call section
  3. Galaxy Note 4 screen becomes black with white “x” on the side
  4. Galaxy Note 4 with Marshmallow mobile data connection slows when wi-fi is on
  5. Galaxy Note 4 stops working when battery is at 40%
  6. Galaxy Note 4 internet connection keeps dropping when switching from LTE to Wifi and vice versa
  7. Galaxy Note 4 keeps getting pop-up saying phone is infected with virus

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 Note 4 turns off when battery level reaches 25-40%

My phone always turns off when there’s approximately 25-40% battery left, and it always occur when I’m dealing with an image/video (Instagram, camera, YouTube etc.). The phone refuses to even start until I plug the charger in, then it shows that I have at least 20% battery left. The phone won’t start until I’ve charged it up to at least 40% (41% seems more stable as it could easily die again after putting in my PIN-code). The phone is almost a year old and it became more stable when I updated to Android 6.0.1 but it’s been getting worse again. My friend had the same issues even with battery replacement so he bought another phone, so that’s why I haven’t tried that yet. I’ve had it sent in to Samsung but all they did (as usual) was to factory reset and just charge it to 100% and said it was OK. I really like my Note 4 but this is getting out of hand, not being able to use it aggressively more than 3-4 hours a day. 🙁 — Andreas

Solution: Hi Andreas. Before you consider getting a replacement phone, try to calibrate the battery first.  This is a simple procedure that most often help in power-related issues, but also tend to be overlooked.  To do that, follow the steps below:

  • Use the phone by playing games or doing tasks to hasten power discharge, until the phone turns itself off.
  • Turn the phone on again and let it turn itself off.
  • Charge the phone without turning it back on.
  • Wait until the battery says it fully charged to 100%
  • Unplug the charger and turn the phone on.
  • If the phone says it’s not 100% anymore, turn it off, plug the charger back in and wait until 100% charge is reached.
  • Unplug the charger the turn the phone on again.
  • Use the phone until you drain the battery down to 0.
  • Repeat the cycle once.

Problem #2: AT&T Galaxy Note 4 has no “More settings” under Call section

I recently bought two Samsung Galaxy Note 4 phones and have set them up on Consumer Cellular. They are AT&T branded phones operating on Consumer Cellular. Mine has Android 5.1.1 and my wife’s has 4.4.4. Both have the same problem: Going into “more settings” under “Call” produces the error message “Failed to read data network or SIM card error.” More settings do appear, but call waiting is greyed out and unavailable. I’ve done some Google searching and found other people experiencing the same problem on AT&T branded Note 4 phones with either KitKat or Lollipop. I tried the dial sequence to turn it on, but it doesn’t work. I was wondering if you heard of this problem and have a resolution for it. The phones work properly in other respects, at least as far I’ve tested them. I’m not yet an expert on the Note 4 or Android operating system. This thread describes the problem I’m having: https://forums.androidcentral.com/samsung-galaxy-note-4/530945-note-4-owners-do-you-have-error.html. — Computeranswerman

Solution: Hi Computeranswerman. The advanced settings under Call section does open in T-Mobile and Verizon Note 4s so this problem must be unique to AT&T Note 4 models. We are not 100% if the same is true for AT&T Note 4s running Marshmallow so you can try to update your phones to it to see. If the same limitation happens on Marshmallow, you really have to let AT&T know about it so their developer team can look into it. The settings you’re missing are available also in International version of Note 4 so it must only be limited to AT&T firmware.

Problem #3: Galaxy Note 4 screen becomes black with white “x” on the side

I have a Note 4 and I bought the new 2016 Samsung Gear VR (all blue headset) and the late 2014 Samsung Gear VR consumer Edition (white body, blue face). Let me start, the effect and outcome is the same for both. When I plug my Note 4 into either headset, my screen goes black with a little white X in bottom left corner. I have tried everything I can to fix this by trying all fix posts on every site I could find. Soft and hard resets, uninstalling Oculus with the big Oculus in my file and the other Oculus attached files to Oculus. taking out and putting battery back in, looking to see if there were any new updates, looking at center detector for a while after I closed the phone, calling Samsung and Oculus for help, lock and unlocking screen. all NOTHING. Please help. It’s been such a long 3 weeks without a fix. — Lance

Solution: Hi Lance. This issue can sometimes appear at random, especially if you’ve installed Samsung’s Gear VR app and/or Oculus own app. We’ve already documented a lot of similar issues in our previous posts across multiple Samsung devices so we’re positive that this is not model-specific. The thing is, there seems to be no clear pattern on the exact cause. Thus, there’s also no standard solution for it. A user must do trial-and-error  method to arrive at a solution. Below is a list of known effective solutions we’ve come across so far:

  • Removal of Samsun Gear VR app.
  • Removal of Oculus app.
  • Booting in safe mode.
  • Performing a master reset (factory reset via Recovery mode).
  • Cleaning the headset port and making sure that the contacts are not dirty.
  • Wiggling the headset jack until the screen goes back to normal.

As we said, these are the known solutions we’ve gathered across the web. We are actually unable to replicate the issue on our own Galaxy S6 and Note 4 so there’s nothing we can give to you firsthand. We’ll update this post in the future if we can find a true fix.

Problem #4: Galaxy Note 4 with Marshmallow mobile data connection slows when wi-fi is on

Not sure when exactly this happened but it’s been 2 weeks after Marshmallow update 6.0.1 and I’ve been having data issues. I’ve done hard resets and cleared system and app cache but slow data still persists. I’ve also taken it to a T-Mobile store to have them look it and they didn’t do much. I have an unlimited plan with T-Mobile. One thing I found out is that my data slows down after I connect to wifi. I don’t have smart switch on. To test it out, I’ve turned off my wifi on the phone and I see the data is really slow. And to fix it I switch the network mode WCDMA/GSM (auto connect) to GSM only but switch it right back. After it loads my phone starts receiving 4G but once I connect to my wifi it reverts to the same slow data. — Ramiro

Solution: Hi Ramiro. This can be an unknown operating system glitch. To test, do another round of factory reset and replicate the problem again without installing any apps. This will help you narrow down the causes. If the same problem remains after a factory reset (without any apps installed), that leaves you with three possible causes:

  • the firmware may be poorly coded, thus a conflict such as this occurs,
  • phone’s baseband version is problematic or may need to be updated (baseband is a firmware used by your phone’s modem and is independent from Android OS),
  • there’s an unknown hardware error (probably on the networking respects of the phone)

There’s nothing much that you can do about them so the best course of action would be to

  1.  either seek a phone replacement, or
  2. try to manually flash  a firmware via Odin (you may have to update the baseband separately).

If the phone is still covered by a replacement warranty, we highly suggest that you go for replacement. We won’t push that you do the second option but if you’re willing to take the risks involved, then go for it. Manually flashing a firmware can effectively transform your phone into an expensive paperweight but it may be worth it if you have no other choice. Keep in mind that these 2 solutions are only applicable if the issue remains after doing a factory reset and without apps installed.

If the opposite happens, that is, the issue won’t happen after a factory reset, that’s a different story altogether. That’s a hint that a third party app may be involved. Make sure that you install your apps one at a time, and that you observe if the issue returns after each installation. This will be the only way for you to identify the culprit.

Problem #5: Galaxy Note 4 stops working when battery is at 40%

My Note 4 has been dying at 40+ battery lately and when it does I’ll go to charge it and it will say it has around 30% plugged in, but I still cant use it till it’s up to 100% or it dies randomly.

Also when it will get to 0% I try plugging it in and it will register its plugged in but then the vibration when it registers seems too much and kills it while it’s still on the charger. it will repeatedly die every 5 seconds while on the charger resulting in no charge for long periods of time. There has only been one time before that it has stayed on the charger for 2 days and finally got a full battery again but this time it doesn’t seem to be the case.

Also when I try to turn my phone on after it randomly shuts off it will give me the repeat start up over and over till I take out the battery and try to turn it back on again but it doesn’t always work. — Amanda

Solution: Hi Amanda. The issues you raise here can be caused by software issue or a bad hardware. To determine which of these general causes is the culprit, you must do the following:

Wipe the cache partition. If issues started after you installed an app or system update, the most likely problem lies on the system cache. To fix it, simply refresh the cache partition so the system will be forced to build a fresh cache. Here’s how:

  • Turn off the Galaxy Note 4 completely.
  • Press and hold the Volume Up and the Home keys together, then press and hold the Power key.
  • When the Note 4 vibrates, release both the Home and Power keys but continue holding the Volume Up key.
  • When the Android System Recovery shows on the screen, release the Volume Up key.
  • Using the Volume Down key, highlight the option ‘wipe cache partition’ and press the Power key to select it.
  • When the wiping of the cache partition is finished, highlight ‘Reboot system now’ and hit the power key.

Calibrate the battery. Battery calibration is another good step to try in your case. Refer to the steps above.

Restart the phone in safe mode. Booting the phone in safe mode and observing the phone is meant to check the possibility that a third party app may be responsible. While safe mode is on, third party apps and services will be prevented from running. So, if the issue won’t occur in this mode, you just have found out that one of your files is problematic. To boot in safe mode, follow these steps:

  • Turn off the phone completely.
  • Press and hold the Power key and the Volume Down key.
  • When the phone starts to boot, release the Power key but continue holding the Vol Down key until the phone finished restarting.
  • Safe mode will be display at the lower left corner; you may release the Volume Down key now.

Factory reset. If there’s no change in terms of behavior even while the phone is in safe mode, the next logical step that you can take is factory reset. Not only will it potentially eliminate operating system-level glitch that may be causing the problem, but factory reset will also restore all software settings back to default. This means that the operating system will be brought back to its known, working state while at the same time apps will be deleted. By doing this, you are virtually converting the software environment of your device to a point that we know should work. Thus, it’s the ultimate troubleshooting step that should help you check if the issue is software or hardware in nature. If the same problems occur after a factory reset (and without apps re-installed), that’s the strongest proof you can have that says hardware is to blame. To perform a factory reset, follow these steps:

  • Create a backup of your important files and contacts.
  • Turn off the Galaxy Note 4 completely.
  • Press and hold the Volume Up and the Home keys together, then press and hold the Power key.
  • When the Note 4 vibrates, release both the Home and Power keys but continue holding the Volume Up key.
  • When the Android System Recovery shows on the screen, release the Vol Up key.
  • Using the Volume Down key, highlight ‘wipe data / factory reset’ and press the Power key to select it.
  • Now highlight ‘Yes — delete all user data’ using the Vol Down key and press the Power key to begin the reset.
  • When the master reset is complete, highlight ‘Reboot system now’ and hit the Power key.
  • The Note 4 will restart but it will be longer than usual. When it reaches the Home screen, then begin your setup.

Replace the battery. There’s a chance that your Note 4’s battery may have simply reaches its end of life. If all software troubleshooting steps have been exhausted, don’t forget to try another battery.

Get a phone replacement. Finally, if all else fails, contact the relevant party so the phone can be repaired or replaced.

Problem #6: Galaxy Note 4 internet connection keeps dropping when switching from LTE to Wifi and vice versa

Hi. I’ve heard that you help users to determine and fix their tech problem. First i would like to thank you for that.

Secondly, I’ve been using my Samsung Note 4 since 27 October. I’ve noticed a really serious problem (at least for me). The problem is that the wifi and LTE connections sometimes crushed. They can go off without my permission, specifically when i go out of my home (where i have a wifi ) or when leave the wifi area. Usually i make the wifi and LTE on .. so that my phone directly connect to LTE in case there’s no wifi.

Sometimes the crush happens when my phone try to change the connection from wifi to LTE.

Other times, I’m outside my home working in my LTE network and the connection suddenly shut itself off ( it’s exactly like i shut the connection icons off). The network of my provider is quite good. Usually when that happens i check my friends phones to find out that it still working. I really hope that you help me with that. It spoiled my joy of this great phone 🙁

Finally i would like to thank you again for your time .. and i hope you got the problem ..

And pardon my English .. it’s not my main language 😀

Lots of love from Saudi Arabia. — Abdulaziz

Solution: Hi Abdulaziz. Like other Android issues, especially the ones mentioned in this post, your issue may be caused by software or hardware. This means that you must try all general software troubleshooting first (wiping the cache partition, booting in safe mode, factory reset) in order to determine if you need to replace the phone or not.

If you enable Smart Switch, try to turn it off and observe the phone. Sometimes, this feature can malfunction so disabling it for good may help.

Also, make sure that your phone’s software (operating system) is updated to minimize problems that may spring from a bad baseband version. Baseband is a firmware used by your phone’s modem and is separate from the operating system.

Keep in mind that our blog does not provide hardware troubleshooting so we can’t help you in isolating hardware causes. If all software troubleshooting won’t help you at all, the best thing that you can do still is phone replacement.

Problem #7: Galaxy Note 4 keeps getting pop-up saying phone is infected with virus

Hello. I just bought my first Android phone. It is a Galaxy Note 4. Sometimes I will get an alert saying my phone could be infected with a virus. I think this usually happens when I’m on Facebook and click a certain link about a certain story. I do not click on any of the links suggesting how to remove it because I am assuming the links  probably have malware. I am thinking of returning this phone because I never had an issue like this with an iPhone. Currently the lookout app is enabled and says everything is OK. But having moved away from PCs to Macs because I hated all of the virus threats. I am tempted to go back to an iPhone for the same reason. I really don’t want to have to deal with any virus threats. What are your thoughts and suggestions? I would appreciate an answer ASAP as I only have a few days left to return this phone lol 🙂

Thank you in advance! — Evans

Solution: Hi Evans. Whether you’re a PC, Mac, iOS, or Android user, the basic principle in dealing with malware infection is the same — prevention. This is the best way to deal with malware. If you are careful in what apps you install, websites you visit, and files you download, you are significantly trimming down the chance of a malware infection. There are only a handful of high profile Android viruses that are currently detected and most of them have already been filtered out of Google Play Store environment so we think that your phone may actually been infected with adware. Adwares are usually installed discreetly by other apps, forcing the phone to show annoying ads and pop-ups. If your phone has been showing you all kinds of ads and pop-ups lately, you can be certain that one of your third party apps is to blame. To fix this issue, do the following:

Factory reset the phone. This is the first step in making your phone clean from viruses and malware again. Refer to the steps above on how to do it.

Install only official and mainstream apps. Once you’ve cleaned the phone, you then want to install safe apps. If you tend to install apps without checking whether or not their developers can be trusted, think again. The general rule in this case is, if you’re unsure, don’t install it. Try to stick to official apps only. For example, if you can’t stay away from online shopping apps, make sure that you only install official ones like that from eBay, Amazon, etc. Make sure to check the reviews of users in the Google Play Store installation page of each app so you’ll know if there are many known problems about it, or if it’s suspicious. Do the same for all games and other types of apps. The less popular the app is, the greater the chance a developer will resort to less legal means to monetize their products.

Never install apps outside of Google Play Store. Some apps can be installed from other sources. While there are many good sources for third party apps out there, it’s also a fact that malicious hackers make their apps available for download from the same sources. Only install an app from a third party source if you are positive that it’s safe. Otherwise, it’s good to treat everything outside Google Play Store as possible sources of digital threats. To ensure that your phone will warn you if it detects that it’s trying to install from outside sources, do the following steps:

  • Open the Settings app.
  • Go to Lock screen and security.
  • Scroll down to Unknown sources.
  • Make sure that Unknown sources toggle is OFF.

 


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Galaxy S7 Edge sends 4 different copies of the same image, other issues

Hello Android community! Welcome to another new series of posts that answers some questions about #GalaxyS7 issues. There are 6 issues here that may be similar or identical to your issue so we hope that this material will be of help. If you sent us a request for help lately but are yet to see it published, please continue to watch out for more S7 articles in the near future.

s7

  1. Galaxy S7 loses mobile data connection
  2. Galaxy S7 Edge not syncing contact photos properly with Sync2 app
  3. Galaxy S7 Edge sends 4 different copies of the same image
  4. Galaxy S7 Edge call answer buttons won’t appear when connected to Wi-Fi
  5. Sprint Galaxy S7 not booting normally
  6. Galaxy S7 Edge touchscreen won’t turn on

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 loses mobile data connection

I’ve been using S7 Edge for 6 months and it was fine till this 1 night. Everything was as usual, me using it to browse Facebook and played some games while waiting for dinner to be served. Dinner is served, me putting away my phone and had my dinner. When I was done, I got back to my phone and I was devastated to find out that I couldn’t connect to the internet. No Facebook, no Whatsapp, No Wechat, No Google, No INTERNET.

I reset phone, checked data usage and even called the operator and confirmed that i have plenty of data left unused for the month. Reset phone again, not working. Reset cache, not working. Boot using safe mode, still no internet. oooh and my other few relative using same operator have their internet so no problem with the network provider. — Jason

Solution: Hi Jason. Since this is obviously not a carrier issue and you’ve already tried some basic software troubleshooting, the next step that you must try is factory reset. This will help you determine if a firmware glitch may have developed preventing the phone to lose cellular connection. Make sure to create a back up all your important files before you do this step. To factory reset your phone, kindly do the following steps:

Step 1: Turn off your Samsung Galaxy S7 Edge.

Step 2: 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.

Step 3: When the Samsung Galaxy S7 Edge shows on the screen, release the Power key but continue holding the Home and Volume Up keys.

Step 4: 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.

Step 5: Using the Volume Down key, navigate through the options and highlight ‘wipe data / factory reset.’

Step 6: Once highlighted, you may press the Power key to select it.

Step 7: Now highlight the option ‘Yes — delete all user data’ using the Volume Down key and press the Power button to select it.

Step 8: Wait until your phone is finished doing the Master Reset. Once completed, highlight ‘Reboot system now’ and press the Power key.

Step 9: The phone will now reboot longer than usual.

Keep in mind that mobile data connection can also fail if the chip that handles cellular traffic is physically damaged. If nothing will change after you factory reset the device, you can bet that hardware malfunction is causing it. Find a way to have your phone replaced.

Problem #2: Galaxy S7 Edge not syncing contact photos properly with Sync2 app

I am currently experiencing problems with the syncing of Contact photos on my Samsung Galaxy S7 Edge phone. I sync Contacts from Microsoft Outlook 2010 to Google Mail. Then, as I understand it, I sync Google mail Contacts to Samsung phone using Sync2. Sometimes the Contact images are fine, and stay that way. Sometimes, the images load blurry with a small circle in the bottom left-hand corner. (I have attached a confidential copy of an image of the phone screen). Then, some of the good images at a later date, also turn blurry.

Google are stating that there is nothing wrong their end. Ditto, Microsoft and Sync2. However, this situation can be very frustrating. We have tried taking a screenshot of the images, and downloading in various ways, but nothing stops this happening. We have reset all sorts of things, etc. We have kept the images/screenshots in the Gallery, still the same. We have deleted the images in the Gallery, still the same. Have you heard of this happening to other Samsung phone users, and if so, what is the solution? Many thanks. — Jean

Solution: Hi Jean. You’re the first one to have called our attention for this particular problem, most probably because it’s also the first time we hear about Sync2. We are not familiar with this third party app and service so we recommend that you continue to work with them to get a resolution. Upon checking their Google Play Store page, it looks like their technical support team attends to reviews posted by users like you so we strongly recommend that you also post your own review of this app.

Problem #3: Galaxy S7 Edge sends 4 different copies of the same image

I wish that I could attach a picture so I could show you. I have an S7 Edge and my boyfriend has an LG V10. I sent him a picture of my dog laying by the door and for some reason when he received it, it broke it up into 4 different colored pictures of the same picture, if that makes sense. Like it took the picture divided into four and all four sides are different color schemes. It looks really messed up and it’s one thing I’m starting not to like about my S7 Edge. I used to have a Samsung Galaxy Mega and honestly I like that slow ass phone way better than I like this one this phone is constantly messing up especially with Snapchat and my camera and my locks, and now I can’t even send pictures to other people that aren’t even iPhones. Please help. I paid a lot of money for this phone. Thank you. — Cierra

Solution: Hi Cierra. We are yet to hear of similar or identical problem from other Galaxy S7 users so we can’t say for sure if it’s a phone or app issue. We would like to think that it may be an app issue. What app is directly responsible is yet to be determined though. This problem can caused by a bad messaging app you’re using to send the photo, or it can be the camera or any third party app that associates itself to the camera app.

Boot your S7 to safe mode

The first thing you want to try is boot the phone in safe mode so you can check if a third party app is to blame. Restarting your phone in safe mode prevents third party apps from running so if the issue won’t occur, you can bet the problem is being caused by an app you installed. To boot your S7 in safe mode, follow these steps:

  • 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.
  • Observe the phone for sometime and try to replicate the issue by sending another photo to your boyfriend’s phone. If the issue won’t occur, uninstall all third party apps starting from the most recent until the problem is eliminated.

Reset the camera app

If the problem happens when in safe mode, the next logical step is to reset the camera app itself. You can do that by opening the camera app and going under settings menu. Once you’ve reset the camera app, replicate the issue again by sending a photo. If the issue persists, you can also wipe the camera app’s cache and data by doing the following steps:

  • Go to 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 camera 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.

Wipe the cache partition

If the issue coincidentally happens after you installed an app or Android update, you can also wipe the cache partition. This can be safely done and is even recommended to be done regularly whether you notice a problem or not. Here are the steps:

  • 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.

Finally, if nothing will work, don’t hesitate to see how the phone works after you reset all software to their default state via factory reset. Once you’ve done the factory reset, make sure not to re-install your apps right away. Instead, let your phone stand for a few hours without any new installation so you can check if sending of an image will work normally. If it does, then one of your apps or updates is the culprit.

Problem #4: Galaxy S7 Edge call answer buttons won’t appear when connected to Wi-Fi

Hi. When my Galaxy S7 Edge receives a call it rings but does not appear to wake up. If I touch the screen I can unlock it but there are no buttons to answer the call. I have also tried answering with the home button and it does not answer even though it is enabled. I have noticed the problem only occurs when I am connected to my home network via Wi-Fi. If I switch the Wi-Fi off on the phone it accepts calls OK and the green & red buttons appear. It also accepts calls OK when connected to Wi-Fi when in safe mode. So I assume this means that it is an app that is causing the problem. How do I detect what app it is without doing a factory reset and losing all my data and apps. My work around at the moment is to keep Wi-Fi off and use my data connection instead but this is not ideal. Thanks. — Mick

Solution: Hi Mick. There’s no clear-cut way to identify which of your apps may be causing the issue. The only thing that you can do is to do a trial-and-error uninstall. This means you have to uninstall third party apps until the problem is gone. We recommend that you start the process by removing third party apps that use Wi-Fi and connects to a phone app as well. We have no list of apps installed on your phone so we can’t be more specific.

Problem #5: Sprint Galaxy S7 not booting normally

Hello. This is for a S7 on Sprint. You have some great info on your site. I tried them all and nothing works. Here is my problem. They did a firmware update last night. I let it download and said install and then just left it there and went to bed. When i got up this morning it was showing the android screen for about 5 seconds (normal), then it would go black for a couple seconds and then show the Android screen again. It wouldn’t get past that screen. So i found your website and tried all of them. now it says in the upper left hand corner ‘recovery booting…’ The only thing that changes it is if i push the home key and the volume down and then it comes to a blue warning screen and if i push the volume down key it say downloading something that takes about .5 seconds. and goes right back to the recovery booting again. if i do it the other way it just goes straight to that screen without the really short download page.  i have tried it plugged in and not plugged in. Please respond by email. Thanks. any ideas? — Shawn

Solution: Hi Shawn. First of all, we don’t respond by email; we want our answers to be publicly available so the rest of the Android community can see them as well.

Secondly, there are only three things a user can do when faced with issues after installing Android update (assuming you’re talking of over-the-air update). These things are:

  • wiping the cache partition
  • making sure that ALL apps are compatible and updated
  • performing a factory reset

If you’ve done them already but the phone remains stuck in recovery mode, you must let your carrier know of the issue so they can check if their released firmware is causing it. They may also simply replace the phone if they can’t identify the problem.

If you rooted the phone or installed third party or unofficial software on the phone, make sure to consult the developer of the software you used.

Problem #6: Galaxy S7 Edge touchscreen won’t turn on

Hi! They bought me a Samsung S7 Edge from B&H 2 weeks ago. i am in Argentina. i started using it on Thursday without any problems. On tuesday i was buying it a cover and they turned it off at the shop so as not to hurt the phone. When i turned it on again the touchscreen no longer worked and by restarting the phone the same happens. i cannot even turn it off. what appears is “insert your pin number” and the dialing pad at times when i press a button on the side or the main button but the touchscreen looks as if it was dead. i did not hit the phone or anything. What could be the problem? Here in samsung Argentina they told me that it could be either the touchscreen or the “mother” plaque of the phone. Please help me! B&H, Ssquaretrade insure and Samsung are not taking responsibility for it. — Maria Luisa

Solution: Hi Maria Luisa. If the only thing you’ve done differently before the problem occurred was to buy a cover for the phone, then the people in the shop who handled your device may have done something to break it. Try removing the cover or the touchscreen protector (if you have it) and see if that will help in making the touchscreen work. Otherwise, your only means of resolution is to have the phone checked for possible repair or replacement.

 


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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. 

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Virgin Mobile Galaxy S5 cannot do voice calls and LTE sessions at the same time, other issues

S5 Virgin Mobile

Today is the official release date for the latest Samsung Galaxy flagship phone, the #GalaxyS7 and S7 Edge. We know that this is big day for those waiting to get their hands on the new amazing platform from Samsung.

In the meantime, we welcome you to another post that answers some questions from our #GalaxyS5 users! Below are 6 problems that we’ve decided to publish today.

  1. Virgin Mobile Galaxy S5 cannot do voice calls and LTE sessions at the same time
  2. Google Calendar app on Galaxy S5 sets date of event to previous day
  3. Galaxy S5 won’t turn on after an attempt to wipe the cache partition
  4. Galaxy S5 screen is flickering
  5. Wet Galaxy S5 keeps rebooting
  6. Galaxy S5 won’t install Android update

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.


 

Problem #1: Virgin Mobile Galaxy S5 cannot do voice calls and LTE sessions at the same time

My concerns are with the multitasking capabilities of my Samsung Galaxy S5.

When I had my dual core, Samsung Galaxy S3, I could utilize both voice capabilities and 4G LTE wireless browsing on this device, simultaneously. In December, 2015, due to various hardware issues with my Samsung Galaxy S3, my carrier (Virgin Mobile) decided to replace my device. However, because Virgin Mobile no longer carried the Samsung Galaxy S3, they upgraded me to the quad core, Samsung Galaxy S5.

Ever since I received the Galaxy S5, I’ve been unable to utilize both voice capabilities and 4G LTE wireless browsing on this device, simultaneously.  I’ve reached out to Virgin Mobile on multiple occasions, and they’ve tried to “refresh my device on their end”. Additionally, I’ve tried on several occasions resetting my device via ##72786#, even going as far as doing a hard factory reset, with no avail.

What am I doing wrong? Can you please offer a solution…Something that my carrier is clearly incapable of doing? Their ONLY response, to date, is there’s tower issues in the area. Since December? I find this hard to believe. Please advise. — Moses

Solution: Hi Moses. This is not a tower issue. The problem lies on the hardware limitation of your Galaxy S5. Some CDMA phones from Sprint (which is the mother company of Virgin Mobile) and Virgin Mobile itself are unable to handle voice and data at the same time. Your older Galaxy S3 was equipped with two radios — one for voice calls and another for LTE connection. The Galaxy S5 does not have this set up and uses only one radio concurrently to allow either voice or data to come through. This is the reason why doing a factory reset did not change anything. This is not a software glitch or limitation at all!

Kindly call your wireless carrier again and ask for another replacement phone or upgrade if you badly need to multitask.

Problem #2: Google Calendar app on Galaxy S5 sets date of event to previous day

I recently received a Galaxy S5 as a replacement. There’s an issue with the stock/default calendar from Google. When you attempt to add a task the date jumps to the day before the date you want. If you select 3/9/16 it will be entered as 3/8/16.

I called Samsung, T-Mobile about the issue and no one had a solution. This morning Samsung recommended that I see one of their techs at Best Buy which I did, the tech found out the phone is fine. It’s the stock calendar that’s not working properly. When you add a task after four days that’s when issue happens. The Samsung tech was able to recreate the issue using various devices.

Because this is a stock/default app the tech was unable to contact Google using an email address from the Play Store. Someone at Samsung needs to contact Google to make them aware of the issue. I should be able to use my device to its fullest capabilities. — Robert

Solution: Hi Robert. Have you considered checking if your phone is set to use Daylight Savings Time (DST), which can sometimes create a conflict calendar apps?

Google Calendar app uses Coordinated Universal Time, also known as UTC, to prevent potential problems with DST. When a user creates a task or event in their calendar, the time is automatically converted to UTC, although he or she will continue to see the local time.

If you have a computer, try to access Google calendar app that way and double check if the app is synced and set to the correct time zone. Here’s how it’s done:

  • On your computer, open Google Calendar.
  • Click the event you want to edit > Edit event.
  • Next to the time of the event, click Time zone.
  • Pick the time zone for the event.
  • Click Done.

If you continue to experience the same problem after checking all Calendar app settings, we recommend that you reach out to Google Calendar community via help forum.

Problem #3: Galaxy S5 won’t turn on after an attempt to wipe the cache partition

Hey DroidGuy! Lately I have been experiencing very poor battery life. So, naturally I came here to find a fix. While performing the clear cache partition steps that you provided, my phone decided not to boot into recovery mode at all! Once I powered it down it stayed that way. Nothing at all happened. No vibration, no LED indicator when I put it on the charger. Nothing. I took the battery out and hit the power key, like you said. Then replaced the battery. And still nothing. Please tell me what I did to this thing?

Oh it has been running pretty slow all day before I finally decided to clear the cache. Also, the battery charges very slow and sometimes the percentage decreases even while charging.

Any suggestions would be greatly appreciated!

Thanks. — Shoshana

Solution: Hi Shoshana. One of the worst issues that can happen on a smartphone is the one you are experiencing right now. We can see that it no longer responds to hardware button combinations so it can boot in recovery mode. That it apparently showed slow performance symptoms before it died makes us think that there you may be dealing with a hardware problem here. There’s no way for us to know that for sure but based on experience, a software-related booting problem can usually be resolved relatively easily because the phone will still respond in a way. That means that a user would still be able to boot the phone in other ways like restarting it on recovery or download mode. With your case right now, this is either a battery failure, or some other components are simply not working.

The first thing that you want to try is to see if you can power the phone back on with a new battery. If the problem remains, be sure to bring the phone to your local repair shop or Samsung so it can be checked for hardware errors.

Problems #4: Galaxy S5 screen is flickering

My phone is a year and a half old and the bottom half of the screen is flickering. It started out only flickering different brightness levels but now it is flickering green but only when it’s on the lowest brightness level setting. I tried resetting it to factory settings and the same thing happened as soon as it turned on again after being reset. When I go to check my software the only thing it says is Android 5.0. Whenever I check for updates it says that none are available. I’m no longer under contract with AT&T, I bought my phone and ended my contract with them to allow me to travel Europe so I don’t think I can get any technical support from them anymore.

Also, the battery life is all of a sudden terrible.  I used to be able to go a whole day without charging my phone and now I have to charge it 2, 3 times a day (possibly because I have to keep the brightness up higher than I usually do in order to avoid the green screen) but I’ not sure if there’s a similar underlying cause. — Anna

Solution: Hi Anna. The display assembly is composed of three major components — the digitizer, the LCD, and the flex cable. We think that the LCD  may have been damaged for some reason. Screen problems are usually the result of dropping the phone, or if the device is exposed to liquid or water. We recommend that you have the phone checked by your local repair shop so proper hardware diagnostics can be done. We don’t think the problem is software in nature because you said that nothing changed after doing a factory reset.

For the battery drain issue, the most likely reason for that may be the high brightness level of the screen. Leaving the screen brightness high all the time can significantly suck battery power.

Problem #5: Wet Galaxy S5 keeps rebooting

I was out for a walk one evening and it started raining. Phone got little wet, had case and all. Wiped it well took everything out and it worked great. Three days later after charging the phone I took the phone out and the battery shut off by itself. when I tried to restart only the Samsung sign showed and not the whole turning on displays.

Once again I took everything out, tried to restart it and it didn’t work. Then I held the power key, home button, and the volume key at the same time. Either it came back on right after that alright. press the power key again after taking out the battery and it worked.

Yesterday after talking to my friend the phone turned off by itself again. I did the same thing — took the battery out and after several tries it came back on. After about half an hour it happened again and I did the same thing — tried to take the battery out and then work again.

Should I do a factory reset? One of my virus detector app told me I had a malware with one of the apps and that I took that app out, but I do care about before the phone was wet.

Anyway please suggest what I should do you guys rock. — Ansarul

Solution: Hi Ansarul. Random reboot issue can either be caused by software glitch, malware, or hardware failure. Doing a factory reset in this case won’t hurt. In fact, we recommend that you do that to also know if the problem is hardware in nature. For easy reference, here are the steps how to do that:

  • Power down the Galaxy S5.
  • Press and hold the Volume up button, the Home button, and the Power button together until you see the Android on screen.
  • Use Volume down to highlight the wipe data/factory reset option and press the Power button to select it.
  • Use Volume down again to highlight Yes – delete all user data and press Power to select it.
  • Use the Power button to select Reboot system now.
  • When the S5 restarts it should be completely wiped and ready to set up again.
  • Now, make sure to observe the phone for 24 hours before you install any apps again. This will help you determine if one of your apps is to blame.

If nothing positive comes out after a factory reset, you can assume that the phone may had been exposed to water after it got wet. We know that an S5 is water-resistant but this protection only works when all the ports are properly sealed before water exposure. Kindly bring the phone to a nearby Samsung or repair shop so they can check it.

Problem #6: Galaxy S5 won’t install Android update

I need a software update and it tells me I need one so i download update. Then it turns off the phone and restarts to install update and all of sudden it stops and says unable to install. I’ve done this several times.

If it is some kind of app that is not allowing me to do this, then please let me know and I will uninstall.

I do have Clean Master and CM security and on cm security it allows me not to scan or mess with certain apps and I have several checked so it will leave them alone. But maybe one of those apps won’t let it install but it used to let me update all the time.

And I can’t remember what app I got when it no longer let me update please please please help me I need update six updates ago. — Angela

Solution: Hi Angela. Before attempting to download the update again, make sure that you do the following:

  • ensure that the phone’s internal storage device has plenty of memory space left
  • wipe the cache partition
  • perform a factory reset

If you don’t know how to delete the phone’s cache partition, kindly do these steps below. This troubleshooting step is usually recommended if you have updated a device to another operating system version or if the phone is having some weird glitches. Here’s how it’s done:

  • Turn the phone off.
  • Press and hold the following buttons together: Power, Volume Up and Home.
  • Release the buttons once the Android system recovery menu appears.
  • Use the Volume buttons to navigate to Wipe Cache Partition option.
  • Press the Power button to confirm selection.
  • Select Reboot System Now option after deleting the cache. Wait for the phone to reboot.

If wiping the cache partition won’t make any difference, do a factory reset and attempt the update installation again. Make sure that you don’t install any app before the installation.

 


 

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. 

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.

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.