Hello and welcome to the second #GalaxyS9 and #GalaxyS9Plus troubleshooting article for the day. We’re currently getting a number of email issues regarding this device lately so this latest addition to our troubleshooting guides is dedicated to address the issues mentioned below. We hope you’ll find this helpful.
Before we proceed, we want to remind you that 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.
Problem #1: Galaxy S9 Plus not receiving emails, MMS when on a call
I purchased an unlocked Samsung Galaxy S9+ directly from Samsung and activated it on the Page Plus Cellular (Trac Phone company) (Verizon Wireless network). Recently, I have had to be on a call all day long and during that time, I have not received any emails or SMS/MMS messages even though I also have my network configured. When i disconnected the call yesterday, I suddenly got the text messages and email notification. Is there a setting that may not be configured right? Have you heard of anyone else with this issue? I have received text messages and email notifications in the past when on calls. Thanks! — Scott
Solution: Hi Scott. This is not a bug. Smartphones are generally limited when it comes to handling network traffic so it’s perfectly normal for your S9 Plus to start receiving SMS, MMS, and email notifications only after a call. When your phone is on a call, all other types of network traffic between it and your carrier will not be allowed. Some devices may be able to continue using SMS function while voice calling is in use but almost all handsets right now don’t allow simultaneous use of voice and data. Smartphones usually only uses one type of radio to receive and transmit so if you are actively using voice functionality, that should be given priority over, say, data (for MMS and emails). Your S9 automatically shifts to 3G or 2G when there’s incoming voice calls, effectively turning off 4G or data.
Some carriers try to skirt this limitation by routing voice calls to their data network, allowing a user to talk and use data at the time. This new development is called Voice over LTE or VoLTE. VoLTE has a bigger bandwidth than the legacy 2G and 3G networks used for SMS and voice calling so it allows users to make and receive calls without hindering SMS and data functionality.
As its name implies, VoLTE uses LTE or 4G network to make and receive calls. Needless to say, you must be in an area with strong 4G signal in order to use it reliably. LTE is optimized for carrying data traffic so as long as you have a strong 4G signal, VoLTE can give you crystal clear voice calls. SMS, which will still be serviced via legacy network modes (3G) should not be affected when using VoLTE so you’ll continue receive notifications for them. The same is true for emails.
Not all carriers have implemented VoLTE in their system at this time as it’s a relatively new technology so try to talk to your operator for more details.
Problem #2: Galaxy S9 can’t move messages from Archive to Trash using Select All
Outlook app on my S9 won’t allow move messages from Archive to Trash when Select All is used. Messages can be deleted one by one. But if Select All is clicked, then Delete button OR Move To Trash button is clicked, nothing is deleted. This problem does not exist for moving messages from Inbox to Trash, only Archive. Didn’t start until after last upgrade 2 weeks ago. I deleted the app and downloaded it again, which fixed the problem temporarily but now it has recurred. Now I have over 900 messages and I’d like to clear them out. Thank you. — Kathy
Solution: Hi Kathy. If this bug occured after installing an update for the app in question, then it’s most probably caused by inefficient coding from the side of developers. Usually, a problem like this can only be fixed after a developer releases a patch but if you want to see if there’s something that you can do, we suggest that you try a couple of things.
Uninstall app updates
Some app errors or bugs are brought about by a new app update. Although there’s no direct way to know if that’s the case in majority of these situations, it won’t hurt if you try to remove the updates for that particular app to see any difference. To uninstall updates for your Outlook app, follow the steps below.
- Open Settings app.
- Tap Apps.
- Tap More settings at the upper right (three-dot icon).
- Find the app and tap it.
- Tap More settings at the upper right (three-dot icon).
- Tap Uninstall updates.
- Restart your S9 and check for the problem.
Some app bugs may appear after installing system updates due to incompatibility. While majority of incompatibility cases are beyond a user’s ability to fix, there’s also a chance that the current error you’re experiencing may be brought about by an operating system bug. Since reinstalling the app and uninstalling its updates did not work, the good thing that you can try is factory reset. Here’s how it’s done:
- Create a backup of your personal data.
- From the Home screen, swipe up on an empty spot to open the Apps tray.
- Tap Settings > Cloud and accounts > Backup and restore.
- Tap the following sliders to desired setting: Back up my data, Automatic restore.
- Tap the Back key (bottom right) until you reach the main Settings menu.
- Tap General Management > Reset > Factory data reset.
- Scroll to the bottom of the screen, then tap RESET > DELETE ALL.
- If you have screen lock turned on, enter your credentials.
- If prompted to verify your Samsung account, enter the password, then tap CONFIRM.
- Wait for the device to finish the reset sequence.
Use another email app
This is not an ideal solution but a workaround. If the first two suggestions won’t work in your case at all, that’s probably because the Outlook app itself is buggy. While you can contact the developer and report the said bug, there’s no guarantee that they’ll be able to help you in time.
If you want, you can try to add your email account to another email app instead of using Outlook at this time. There are many email apps that you can download from Play Store but we suggest that you use those from reputable publishers. Or better still, try using the stock Samsung email app and see how it works.
Problem #3: Unable to add iCloud email to Galaxy S9 email app
I recently upgraded to a Samsung S9. I have an iCloud email account as well that I want to add to the Samsung. I have verified the email and it shows verifying the smtp settings, then just seems like it is downloading and downloading and downloading, it never finishes the set up. I had apple on the phone and they said it was a slow internet connection, however, all my other devices are working just fine on the internet, as normal. It never gives me an error or times out. Just continues to show a red line moving over and over across the screen as if it is setting up. Any ideas? — Joni Daniels
Solution: Hi Joni. We’ve seen this issue happening on accounts with two-step verification or similar set up. Sometimes, an email provider’s security mechanism is buggy causing the problem you’re experiencing to occur. To see if the problem is caused by a faulty two-step verification process, sign in to your email account on your web browser and access its settings. Afterwards, go under security settings and disable two-step verification before adding your iCloud email again. Once you’ve successfully added your iCloud account on your email app, make sure to enable two-step verification again.
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