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Cannot backup via Smart Switch

Can’t transfer files between Note 4 and Galaxy S7 via Smart Switch, other issues

Hello everyone! Welcome to another #GalaxyNote4 post. As usual, we’re bringing you another article that discusses a number of Note 4 issues and their respective solutions. We hope you’ll find this helpful.

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 Note 4 not turning on

Hello, my name is Thalia from Puerto Rico. So I have been experiencing problems with my Note 4 and it all started after the phone was updated. It started to turn off on its own and sometimes it wouldn’t turn on unless I was in a rather cold place. I thought it was the battery but before it stopped turning on, the camera became useless. I couldn’t use the frontal camera at all; it would immediately close the camera or send an error notification.

My friend has a Note 4 as well and I used it to check the battery and it charges normally but when I try to charge on my NOTE 4 it won’t even vibrate. My sister accidently left it in the freezer for a few seconds but it might have damaged it more. Do you think there is a way to fix it? — Thalia

Solution: Hi Thalia. Well, first of all, leaving a smartphone in a freezer is never a good idea. Temperature extremes (hot or cold) is harmful for the battery and electronic components. Whoever suggested that to you or to your sister clearly did not know what he or she was saying.

Secondly, if your Note 4 won’t turn on at all, even after using a second known working battery, there’s nothing much that you can do at all. The most that you can try is to see if you can restart the phone to alternate modes. If the phone remains unresponsive or stays dead, let a professional check the hardware. Better still, just replace it.

Here are the steps on how to boot your Note 4 to alternate modes:

Boot in Recovery mode:

  1. Charge the phone for at least 30 minutes.
  2. Press and then hold the Home and Volume UP keys, then press and hold the Power key.
  3. When the Samsung Galaxy logo 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. You can either wipe the cache partition or do a factory reset when in this mode.

Boot in Download Mode:

  1. Charge the phone for at least 30 minutes.
  2. Press and then hold the Home and Volume DOWN keys, then press and hold the Power key.
  3. When the Samsung Galaxy logo shows on the screen, release the Power key but continue holding the Home and Volume DOWN keys.
  4. Wait until the Download screen appears.
  5. If you can boot the phone in download mode but not in other modes, that means that your only way out may be to flash a stock or custom firmware.
  6. Use Google to look for a guide on how to do it.

Boot in safe mode:

  1. Charge the phone for at least 30 minutes.
  2. Press and hold the Power button.
  3. Once the Samsung Galaxy logo appears, release the Power key and immediately press and hold the Volume Down button.
  4. Continue holding the button until the phone finishes rebooting.
  5. Once you see the text “Safe mode” at the bottom left corner of the screen, release the Volume Down button.
  6. The only difference of safe mode from normal mode is that the former prevents third party apps from running. If you can boot the phone in safe mode but not in normal mode, uninstall all apps until the issue (that prevents you from booting normally) is eliminated.

Problem 2: Galaxy Note 4 won’t power back on

I’ve been having problems with my phone that is acting up. I looked for info online and found your post. I’ve tried all your steps in the procedure and nothing has done the magic. Let me explain to you the whole story on my darling phone.

So it was a gift from my ex-boyfriend who bought it off of his sister, (who doesn’t like me that much). She supposedly had the phone only for a few months then “grew tired of it” and wanted a new one. So she sold it, and in my mind, came out with the better end.

My first day trying it out I noticed that after a while of using it and putting on all the features I use (not much since I don’t like to fill up the storage and make it slower) it started shutting off. Every time I tried turning it back on, it wouldn’t even start completely and turn back off again. I decided to charge it and apparently it was low on battery, or so I thought. Like two days later the same happened and I couldn’t believe it was out of charge already since I hadn’t used it that long, but it looked like it was also it.

So that’s when I decided to buy a new battery. It worked for like 2 or 3 months when the phone started freezing up and locking a bit. Not long after it started the same shutting off thing and every time it would start turning on, it would shut off again and again. Until one day if just didn’t turn back on. That has been my journey up till now with my darling phone, which I just bought a new battery and hoped that would be it, but still not doing so much as a flicker.

Hope someone can tell me a way to make it feel better without making my wallet hurt. Thanks in advance and hope to hear from you soon. — Valdez

Solution: Hi Valdez. Please see our suggestions for Thalia above. Keep in mind that although it’s rare for a Samsung battery (we assume you bought an original one) to malfunction just months after initially using it, it can still happen. If you know someone with a working Note 4, try using their phone’s battery to see if it’s a battery problem or a device issue.

 Problem 3: Galaxy Note 4 drains battery fast

Hi. it has been almost one and half years i have had purchased my Galaxy Note 4 from an authorized dealer. Last month, my battery suddenly decreased by 30% while it was switched off. From then, even if i do day to day work i feel that the battery drains so quickly. and the worst thing is even if i switch it off during night time, the battery has been drastically decreased.

i took the device where i purchased and they said there is no issue with the device and asked me to replace the battery as they had no stock of Note 4 batteries available at the moment.

so i purchased a battery from a shop which is not an original battery and it worked well until yesterday.  the same battery draining issue occurred again. and when i try to replace the battery they said that the issue is with the motherboard and there is a shortage in motherboard.

What am i to do? What’s the exact issue according to your experience?

i wonder why the battery drain by 30% to 50% even the phone is turned off during the night. Thank you. — Kasun

Solution: Hi Kasun. You should not limit the possible reasons for a battery drain issue to two things only — bad battery and motherboard problem. In a lot of cases, battery drain can also be due to a huge number of apps, malware, incompatible apps, or improper usage habits. To see if your particular battery issue is due to apps or improper usage, do a factory reset and observe the phone. Expectedly, your phone will have lower battery consumption after a factory reset when there are no apps installed. If the problem continues even when there are no apps in the phone, that’s indicative of a device or battery issue.

Keep in mind that the more apps you install, the higher the chance of the battery draining fast. Not all apps are created equal so there’s always a possibility that you may have installed a poorly coded one. Try to install apps that puts apps to sleep like Greenify and see if that will slow down battery drain.

Problem 4: Galaxy Note 4 stuck in boot loop

Hi. I own a Samsung Note 4 Edge (SM-915G). One fine day when my phone was out of charge, I had to put it on charge and tried switching it on. It did switch on all well but minutes later it shut down and then the endless cycle of boot loop started. I tried going to recovery boot however never got lucky enough to see that screen. Eventually I thought reinstalling the OS using Kies might help me. It all went through fine till the phone restarted and went to the erasing screen and then I saw the “No Command” with the green guy flat on his back. I tried this couple of times but all in vain. The phone does charge and show me the charging status. Hope it’s not a hardware failure. If yes which part could it be. If it is ROM which I cannot replace i guess can I boot from SD.

Also if it is not H/W failure what can I do? Any advice will be highly appreciated. Thanks. — Sandeep

Solution: Hi Sandeep. Try to see if flashing the bootloader might help. If that won’t fix it either, there may be an unknown hardware problem that results to this problem. In that case, you’ll want to have the phone replaced.

Below are the steps on how to flash a bootloader. Exact steps may vary depending on your phone model so be sure to find a good guide.

  1. Look for the correct firmware for your phone model and download it. Make sure that you select the right one. It should be the same exact firmware that ran previously on your device. We assume that you list down the firmware version somewhere. If you did not take note of it before, there’s a chance that you may pick the wrong one. As you may know now, using an incorrect firmware can cause complications so good luck with that.
  2. Let’s now say that you have identified the correct firmware. You then want to download it to your computer. The firmware file should have a bunch of files in it like AP_, BL_, CSC_, etc.
  3. Look for the file that starts with a label BL; this should be the corresponding bootloader file for this firmware. Once you’ve identified the bootloader file, copy it to your computer’s desktop or to any other folder that you can easily access.
  4. Proceed with the rest of the flashing procedure using the Odin program.
  5. In Odin, click on the BL tab and make sure to use the bootloader file you’ve identified earlier.
  6. Now, make sure that the “Device Added” status and its “ID:COM box” has turned blue before hitting the START button. This will initiate the flashing of your phone’s bootloader.
  7. Restart the phone once the procedure is finished.

Problem 5: Galaxy Note 4 calendar app not working as expected

Calendar notifications are erratic. Sometimes I get the notification and other times I don’t. For example, I had a hospital appointment today and I had set 2 notifications (4 days previously) for one day before and 1 hour before, but neither went off. I checked the phone and both the appointment and the notifications were set correctly, in fact I was watching the phone as the 1 hour one passed just to be sure I wasn’t missing it. I have tried short test notifications and they always seem to work but I just can’t rely on my phone for actual appointments. This has only recently started happening in the last month or so. I have tried a soft reset a couple of times with no improvement. I have tried entering the appointments in the calendar via the widget and in the Google Calendar but no difference. Any help would be much appreciated. — Peter C.

Solution: Hi Peter C. If your test calendar notifications work as expected the actual ones don’t, we really don’t have an explanation for you. The only suggestion we have for you is to wipe the cache and data of the calendar app. If the same app fails again, you must try another app.

To wipe an app’s cache and data, follow these steps:

  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. These are all clickable items. You’ll want to click on Storage.
  5. You should now clearly see the Clear Cache and Clear Data buttons for the application.

Problem 6: Galaxy Note 4 stuck in boot loop after updating apps

Phone updated 5 apps earlier this evening- soon after, phone began rebooting by  itself. Tried a restart, but the phone continuously reboots, never getting past the Samsung Galaxy Note 4 page, before it vibrates and reboots. I am unable to get into safe mode. Holding the down volume key does not work, the phone continues to reboot. If I hold the home button and the down volume, it tries to download the custom OS, I waited 3 hours- nothing. If I hold the up volume and home while rebooting, I get to the recovery screen, but still no options to get to safe mode. Any help appreciated. PS I have no clue which version I am running. — LEO BLAIS

Solution: Hi LEO BLAIS. To fix the problem, try wiping the cache partition first.

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

If that won’t fix the problem, do a factory reset to via Recovery mode. Here’s how:

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

Problem 7: Galaxy Note 4 keeps on rebooting on its own

I hope you well. My Galaxy Note 4 switches on and off maybe 10 times in less than 30 Seconds. I went to see a technician at the mall and he said it’s a software problem. I also know my battery was messed up so I went to get a new one. That’s when they told me it’s a software problem. I would like to know how do I fix this because they are charging me too much money for fixing it. I would perform hard reset but it doesn’t want to turn on. It’s just on and off in a split second. I look forward to your feedback and thank you for taking some of your time to read my email. — Siphelelekibi

Solution: Hi Siphelelekibi. Kindly refer to our suggestion for Sandeep above.

Problem 8: Galaxy Note 4 won’t install an update

I have a Verizon Samsung Galaxy Note 4. Last update was for update N910VVRU2BOK3 back in 7/2016. It failed with error code 555. When I check for system updates via my phone it says my phone is up to date. Yet the last successful update was done in 8/2015. I have cleared app caches, did a system cache partition clear and the note 4 still says no updates – system is up to date. How can I get the latest system update to download and what version should that be? — Fsuseminole43

Solution: Hi Fsuseminole43. One of the common reasons why devices do not receive over-the-air updates, that is updates pushed by carriers via their network, is incompatibility. For example, if your phone was built for a particular carrier like Verizon and you’re using it in another network like AT&T’s, you can’t expect to receive an update at all. That’s because AT&T won’t push updates to your device simply because their firmware version is incompatible with yours. If you want to update your phone, you must re-register it with Verizon first.

If you were to update this phone on this same network before, there may be another reason why it no longer works at this time. Do a factory reset and see if that will allow you to update. Otherwise, you have to other choice but to manually install the latest Android version by flashing it. Use Google to find for a guide on how to do that.

Problem 9: Can’t transfer files between Note 4 and Galaxy S7 via Smart Switch

Hey Droid guy. I just got a Galaxy S7 edge and am trying to use the cable they provide to do the Samsung Smart Switch. My wife got same phone same time but had a Note 4. She transferred all her apps, Facebook, games, etc. I didn’t see an easy way to switch my USB to transfer so I went into developer mode and it says it’s switched but still nothing happens when I open app on both phones and have wire plugged to both. — Steelcurtaindan

Solution: Hi Steelcurtaindan. You can move files via Smart Switch either in wired or wireless modes. If you’re attempting to connect both devices via USB cable, the following must be met:

  • Both devices must have Smart Switch app installed.
  • The USB setting on the old device must be set to transfer media files (MTP). You can access this option by pulling down the notification bar and selecting your USB transfer options. This will not be available if your phone is not connected to a compatible device via USB cable.
  • The USB connector must be connected to the new device, not the old one. This should be the setup and not the other way around.

If you can’t make file transfer via USB cable, try the wireless option.

Alternatively, you can also try to move your information first to a computer with Smart Switch installed to it, before copying those information to any of your phones. You can follow this link for more information.

Problem 10: Galaxy Note 4 won’t display contact names during calls or when receiving SMS

We rebooted back to factory reset on my Samsung Note 4 and were able to put the contacts back in; however, it doesn’t let me know who is calling or texting. it just gives me the phone #. I have added a couple of apps that identify phone numbers but they still don’t show especially when a text comes in. It is an American phone but I am currently in India so my carrier here is Idea. I added the Idea app in too. — Diane

Solution: Hi Diane. This problem happens if your phone is confused what contact name to display because there are duplicate or multiple contacts of the same name. Create a backup of your contacts and wipe the data of the Contacts app (refer to the steps above). Once you’ve cleared the Contacts app’s data, create a single contact in the app and ask that contact to call or text you. If his or her name is displayed properly, add the rest of your contacts in the app as well. Again, make sure that you don’t create duplicate contact names.

 


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Cannot back up Galaxy S7 to computer via Smart Switch, can’t open files on SD card, other issues

We seldom hear an issue about Samsung’s Smart Switch app so when a user reported a problem about it while using a #GalaxyS7, we feel it necessary to publish it. Together with this issue are other 5 S7 issues as well so we hope that this post can be helpful for other S7 users too. If you can’t find your own solution in this material, make sure that you also visit our main Galaxy S7 troubleshooting page.

Below are the specific topics in this post:

  1. Galaxy S7 stuck in bootloop | Galaxy S7 won’t boot to recovery/safe mode
  2. Galaxy S7 Edge USB port stopped working | Galaxy S7 Edge won’t charge
  3. Galaxy S7 won’t boot normally and stuck in bootloop
  4. Galaxy S7 can’t open files on SD card
  5. Google Chrome app keeps saying Galaxy S7 is infected by virus
  6. Cannot back up Galaxy S7 to computer via Smart Switch

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 stuck in bootloop | Galaxy S7 won’t boot to recovery/safe mode

I’m trying to see if my S7 is of any use or if I should just recycle it. It turns on. Gets to the boot/logo (Samsung Galaxy Light, powered by Android). Goes dark (black screen). Logo flashes back on as if it is trying to load. Goes dark. Wash rinse repeat.

When I try to force it into recovery/safe mode it flashes an upright Android for less than a second, then shows dead Android with red exclamation triangle. Under it, it reads “No Command”. Even pushing the power button again (as suggested in the troubleshooting guide) brings up nothing. After less than a second, it “reboots” back to the logo. Goes black. Shows logo. Goes black…. wash rinse repeat. It will do this until the phone battery dies. I cannot turn it off once I turn it on. I’ve held the power button after at least 10 seconds and it just keeps rebooting. The phone is, well, more than a year old now. Never been in the toilet. Been dropped (but I have a hard case because I got kids who borrow my phone to watch youtube videos on it). It’s worked up until now. I had been adding/removing programs to lighten the load on the processor, when it it shut down and started this mess. I’ve held on to the phone in hopes that I could use it as a camera/storage device, as I’ve since replaced it…. but I spent a pretty penny on it an don’t want to just give up unless there is no hope of recovery. — Hope

Solution: Hi Hope. In general, there’s usually nothing an average user can do in a case like this. All software troubleshooting that can be done on a smartphone needs that it can at least turn back on normally. If your phone won’t boot to other modes like recovery or safe mode, something must be definitely wrong with the hardware. That said, we suggest that you bring the phone to a Samsung service center or to seek for a replacement.

Problem #2: Galaxy S7 Edge USB port stopped working | Galaxy S7 Edge won’t charge

Hi. Thank you for taking the time to read this email. I have an S7 Edge model SM-935F and the USB port is not functioning. It was supposed to do a system update but I didn’t let it. It was on charge earlier today and I charged it to about 50%. Then later I put it back to charge and it didn’t charge. I tried to do the system update, thinking that would fix the problem but it will not allow it since I have less than 20% battery remaining. I have tried: different USB cables, chargers, computer ports; resetting the phone using the volume up, down and power buttons; flashing the phone using the volume up, home and power button menu.

One small glimmer of hope remains: when the phone is powered off, plugged in, and I press the power button (which would normally activate the display to show the charge progress), I see the charging icon appear for a few seconds on the screen (a battery outline with a lightning in the middle), but it is not green which would indicate that it’s taking a charge. Update: now the icon appears each time that I plug the phone charger into the wall outlet. I have now 13% left and I’ve turned off the phone. I’m afraid that if I use all the battery I might not get it turned on again. I would even try a wireless charger but I’m in Costa Rica, far, far away from any service center, or store that would sell one. Thanks again. — James

Solution: Hi James. If what you said about the USB port (that it’s not working) is true, then the only solution for the problem is to either use a wireless charger (to charge the battery) or to send it to a service center so the damaged part is replaced. We can’t see any connection why a USB port would stop working after declining a system update so there must be another cause for the problem. The USB port may have been damaged by wear and tear, or by mishandling. We are yet to hear report of a software glitch causing an S7’s USB port to malfunction.

If you really think that software may be to blame, try doing a factory reset. This will reset all software settings to their known, working state. Here’s how to do it:

  • Create a backup of your important files and contacts.
  • 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.

Remember, if nothing will change after a factory reset, hardware malfunction must be the culprit. Send the phone to a Samsung service center or find a way to have it replaced.

Problem #3: Galaxy S7 won’t boot normally and stuck in bootloop

So we have the Galaxy S7, unlocked, and it’s about 2 months old. Two days ago it suddenly got stuck in a boot loop. We were able to get it to the safe mode, but choosing to reboot or cancel sent it back into the loop. We flashed the system using Samsung to reset to factory, still nothing, still in boot loop. Today we took it to the Samsung authorized service center store in Best Buy where it was purchased. They plugged it in, still nothing. They did not offer to replace the phone, they said our only option was to contact Samsung customer service (odd because that’s what I thought they were) and they would send a shipping label in 2-3weeks. — Elizabeth

Solution: Hi Elizabeth. If a Samsung service center itself recommended that the phone needs to be replaced, that means that their technicians are unable to fix the problem themselves. We don’t know what your goal is in contacting us but there’s really very little that we can do to help. The only thing that you can do right now is to try to boot the phone in other modes to see if it becomes stable. Each of these boot modes offers a different way to possibly help you. Make sure that you do each of them. Below are the steps on how to boot the phone to other modes:

Boot in Recovery mode:

  • Charge the phone for at least 30 minutes.
  • 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.’
  • You can either wipe the cache partition or do a factory reset when in this mode.

Boot in Download Mode:

  • Charge the phone for at least 30 minutes.
  • Press and then hold the Home and Volume DOWN 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 DOWN keys.
  • Wait until the Download screen appears.
  • If you can boot the phone in download mode but not in other modes, that means that your only way out may be to flash a stock or custom firmware.
  • Use Google to look for a guide on how to do it.

Boot in safe mode:

  • Charge the phone for at least 30 minutes.
  • 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.
  • The only difference of safe mode from normal mode is that the former prevents third party apps from running. If you can boot the phone in safe mode but not in normal mode, uninstall all apps until the issue (that prevents you from booting normally) is eliminated.

Problem #4: Galaxy S7 can’t open files on SD card

Hi. I just bought a new S7 because the memory on my S6 was completely full. I mounted a 64GB memory card and formatted it. My S6 was still saying there was not enough memory to transfer to the S7. I moved videos, images and music over then moved them to the SD card, only to find most of them would no longer open. Even new pictures that I took on the S7 disappeared overnight.

Also I still was getting the not enough space notification on the old phone despite unpicking the media files. What can I do? — Martina

Solution: Hi Martina. One of the unfortunate drawbacks with digital files is that once it’s corrupted, there’s nothing much an average user can do about it. If you can not open files in the SD card at this time, that means that they may have become corrupted. There’s nothing more that you can do about your files but if you want to continue using the SD card, you can reformat it using your Galaxy S7. Here’s how:

  • From a Home screen, tap Apps Apps icon (located in the lower-right).
  • Tap Settings.
  • Tap Storage.
  • Tap Format SD card.
  • Tap Format SD card.
  • Note If presented, enter the appropriate password, PIN or pattern then tap Continue.
  • Tap Delete all.

For your second issue, we suggest that you continue deleting files to get rid of the “not enough space” error. If the error persists even after freeing several GBs of files already, the cause may be a software glitch. Make sure that you do a factory reset on your S6 to fix it.

Problem #5: Google Chrome app keeps saying Galaxy S7 is infected by virus

Hi so I just got a Samsung Galaxy S7 4 days ago and all of a sudden when I opened Chrome something popped up. It looked like the Google search page but without the little box you type into to search and in its replacement is a message with a broken robot on the right side. it claims my phone has been infected with 2 virus and which has caused 28.1%of my phone is damaged and in order to prevent further damage to my phone I need to download some app from the Play Store. I didn’t do anything at first, just closed. come and reopened it there again was the message. I closed and reopened come 5 times and each time there it was. so I clicked on the app it says to download and it to be to the play store to download some cleaning app. I then just closed it but that message still pops up at least 20th times. What should I do? I’m new to my Samsung S7. it appears my phone already has some Antivirus software in the settings nut. wasn’t sure if that’s what it is it said. none were found. i installed 2 Antivirus. they were unable to find anything either so I’m afraid because I clicked on the message and it took me to some app to install it put a virus on my phone. Please help me and which antivirus app would you recommend to work the best. — Sarah

Solution: Hi Sarah. Your phone is most probably infected with malware that hijacked the Chrome app. Malwares of this type can install other apps without your knowledge so it actually makes your phone more vulnerable. Viruses or other forms of malicious software are usually installed by innocent-looking apps like games. If you are fond of installing apps without checking where they come from, or whether the developer is trustworthy, no amount of antivirus apps can help you. When it comes to securing today’s devices from malware infection, prevention is always better than cure. You must be wary of every app you install, especially if you’re not familiar with its developer. Some apps are designed by hackers so we can’t emphasize the point enough that you need to do some research first before you install an app. A general rule in minimizing the chance of you installing a bad app is by sticking to official or mainstream apps only. For example, if you’re fond of installing games, make sure that you only install those that are built by reputable developers. Keep in mind that developing an app can be financially demanding and not all developers are keen enough to offer their products for free. They will find a way to recoup the resources they’ve spent on their products one way or another. For reputable developers, they may be able to regain their money by allowing ads on their products. For some developers, they may update their app later so that a malicious version replace the initial good version. Once the malicious app has been installed, it can do all sorts of scary things such collecting personal information to be sold to other parties, allowing installation of other malicious apps, or in your case, hijacking your phone browser to force you to install another app.

To fix your issue, we recommend that you factory reset your phone first (steps provided above). Afterwards, we want you to go over your list of apps and install only official ones. Avoid re-installing apps you haven’t reviewed as one of them must be the reason why you have the problem in the first place. Not all antivirus apps can filter bad apps so we don’t recommend relying too much on them. Just be careful with your app selection and you’ll be good.

Problem #6: Cannot back up Galaxy S7 to computer via Smart Switch

I want to back up my phone to the computer using Smart Switch. I have connected the phone to the computer with a USB cable. As soon as I connect the USB cable to the computer, Smart Switch says Unsupported Device. I have turned USB debugging on. no luck. I went to the USB configuration and selected MTP (Media Transfer Protocol). No Luck. I checked to make sure I have the latest version of Smart Switch. No Luck. I went to Smart Switch and selected Reinstall (Samsung USB Driver for Mobile Phones. No Luck. I tried four different USB ports.. No luck. I tried three different USB cables. No luck. I hope you can help me. — Geraldpayne

Solution: Hi Geraldpayne. The problem may lie on the computer. Try to install Smart Switch on another PC and connect your phone to it to see the difference. If that won’t work either, wipe the cache partition on your S7 before attempting another connection. Here’s how to do that:

  • 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.

Should nothing change after wiping the cache partition, do a factory reset.

 


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