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Galaxy S6 can’t connect to the internet when using home wi-fi, other issues

Welcome to another post that will try to fix issues reported by some #GalaxyS6 users this past week. There are 6 issues that we pick for you so we hope that you will find this material helpful.

s6

Below are the topics that we answer:

  1. Solution to “Unfortunately IMS Service has stopped” error on AT&T Galaxy S6
  2. Galaxy S6 won’t turn on
  3. How to create backup of files from Galaxy S6 if it keeps on rebooting
  4. Galaxy S6 drains battery while charging | Galaxy S6 only charges using a car charger
  5. AT&T Galaxy S6 Edge group messages is sent to both the original sender and members of the group
  6. Galaxy S6 can’t connect to the internet when using home wi-fi

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: Solution to “Unfortunately IMS Service has stopped” error on AT&T Galaxy S6

“Unfortunately IMS Service has stopped”. Solved it differently from your way via S6 Settings > Applications > Messages > AT&T Messages Backup & Sync > Stop Backup (link).

This issue happened after an update to Marshmallow 6.0.1 and a prompt asking if I wanted to backup my messages to the cloud. I said yes. From that point onward, I had a spinning icon in my bar showing it was actively trying to backup and sync. Then a popup message every 15 seconds “Unfortunately IMS Service has stopped”. Click OK and 15 seconds later reappears. Read forums everywhere, including yours and NO ONE had this solution. All were way over my head techy. Please add it to your solutions. It addresses the actual problem. — Amy

Solution: Hi Amy. Yeah, we covered this issue in this post before. Errors due to carrier-specific app and/or service like IMS service can sometimes be tricky for us to resolve because we are not familiar with thousands of such apps around the world. The best that we can do is to offer general directions in troubleshooting such as booting the phone in safe mode, in the hope of isolating if the issue is due a third party app or not. And of course, for an issue that appears to be app-specific, wiping the app’s cache and data is also a must.

The thing with safe mode is that it only filters third party apps. Since IMS Service is an AT&T app (which we failed to identify initially), it won’t be snagged by safe mode, thus it would continue to run.

We thank you for your effort in letting us know of a solution for this particular issue. We think it will be very helpful for other members of Android community. If we are not mistaken, this issue also occurs in other devices  from AT&T as well so publishing your solution will be very valuable. Thank you.

Problem #2: Galaxy S6 won’t turn on

Hi! So I’ve had my phone, the Galaxy S6 for a year and a half now. Never had any major problems that weren’t resolved by a normal restart. I’ve always kept a good, sturdy case on it and it has never been cracked. But today, all of a sudden, the screen went black and showed to start up screen (all black with white letters “Samsung Galaxy S6, powered by Android”). It stayed like this no matter what I did. I tried restarting, holding down the power, volume, and home keys in various formations, but nothing. I left it alone for 2 hours and then the screen went all black and still wouldn’t turn on. I plugged it in the charger and it showed the charging symbol but has not made any progress in 40 minutes. Please help. – Steph

Solution: Hi Steph. The only potential solutions that you can try at your level are attempts to boot the phone in different modes. If your S6 remains unresponsive when you try to boot in either safe mode, recovery mode, or Odin mode, then the issue has now become beyond an average user’s ability to resolve. You must tap the expertise of Samsung or other qualified repair shops to help you fix whatever hardware issue the phone is having.

Problem #3: How to create backup of files from Galaxy S6 if it keeps on rebooting

My husband’s Galaxy s6 turns off every few seconds and won’t turn on at all without being connected to the charger but even then continues to turn off and reboot. He has been advised by US cellular to just send it in to Samsung because they don’t fix these issues but we desperately want recently taken photos from the phone before we do that and Samsung wipes the phone. The photos are recent and didn’t get backed up in time before issues arose and they are extremely sentimental as they are the only photos from the OR the day our son was born. Is there anything we can do? The technicians at US cellular were not very helpful and just kept telling us that they don’t work with these problems and to send it in. — Whittmcg

Solution: Hi Whittmcg. Like Steph above, the issue is most probably beyond resolving at your level right now. If the device keeps rebooting even when connected to a charger, the cause of the issue may be a bad battery, or another failing component. In order to access your phone’s files, we need to make sure first that the device’s power remains uninterrupted for at least a few minutes (depending on how fast you can move the files to a PC via USB cable). If you can’t achieve an uninterrupted mode on your S6, there’s just no way to move files. Needless to say, it may be too late now to try to save those photos as there’s no trick that can make your S6 remains stable for some time.

Problem #4: Galaxy S6 drains battery while charging | Galaxy S6 only charges using a car charger

My Galaxy S6 will only charge when it is on the car charger (which is a lightning charger). When it is plugged into the wall unit (any wall unit – I’ve tried various ones) it won’t charge at all if it is dead. If it has a bit of a charge, it charges insanely slow. I plugged it in at 15% at 9pm, and at 7am it was only at 54%. Seriously?! I’ve never had this problem. It will charge slowly in my computer as well. I recently downloaded some spy app stuff on my daughters phone and not sure if some of it is on my phone too so maybe a 3rd party is doing this?? I tried putting it in safe mode to charge, but it didn’t charge any faster that way. It seems to only charge quickly when it is on the car charger. I really don’t want to do a factory reset. Is there any way I can remedy this without extreme measures?– Stacy

Solution: Hi Stacy. The first thing that you want to do in this situation is to make sure that you are using the right charging cable, with correct amperage, and charger (with correct amperage as well). We don’t want to go into technical details how to go about that but the simplest way to achieve that is by using the Samsung supplied USB cable and charger FOR this phone. That means using the cable and charger that came with the box. If you are no longer using that, get the correct charging kit for this phone model from any Samsung store or order one from their website.

Once you’ve established that the charging cable and charger are not the cause, you can further narrow down the possible causes to either the phone’s software or hardware.

Since booting in safe mode did not make a difference, the next logical step is to perform a factory reset. We know it’s a hassle but it’s the only way to help you check if the reason of the problem is software related. As an average user (and assuming you don’t do rooting or flashing custom software), there’s only so much that you can do to fix an issue like this. Factory reset is actually the last and final software “tweak” that you can do. If the phone remains the same and the battery continues to drain even when charging after you performed a factory reset (and without third party apps), you can assume that you have a hardware problem at hand.

And since hardware issue is almost always unfixable by average users, we don’t cover them in this blog. If you think you have the right knowledge and tools to perform hardware repairs, please look for guides somewhere.

For reference, below are the steps on how to perform a master or factory reset on the S6:

  • Turn off your Samsung Galaxy S6 Edge.
  • Press and hold the Volume Up, Home and Power keys together.
  • When the device powers on and displays ‘Power on logo’, release all keys and the Android icon will appear on the screen.
  • Wait until the Android Recovery Screen appears after about 30 seconds.
  • Using the Volume Down key, highlight the option, ‘wipe data/factory reset’ and press the Power key to select it.
  • Press the Volume Down button again until the option ‘Yes — delete all user data’ is highlighted and then press the Power key to select it.
  • After the reset is complete, highlight ‘Reboot system now’ and hit the Power key to restart the phone.

Problem #5: AT&T Galaxy S6 Edge group messages is sent to both the original sender and members of the group

So I just bought a Galaxy S6 Edge (I know, a little late to the party) and whenever people send group messages to me, I’m included as one of the recipients to the messages. In other words, my phone number is listed as one of the contacts to send the message to. Because of this, every time I reply to a group message, I receive the message myself in addition to everybody else in the group. So there will be a yellow sent message, as well as a blue received message that is from me. Is there any way I can turn that off? I’ve checked with my carrier (AT&T), and everything is good on their end, and I have reset my phone multiple times. Any suggestions? — David

Solution: Hi David. Messaging apps vary by carrier so we are not quite sure if this issue is unique to  AT&T’s messaging app on the S6 Edge. We don’t have access to an AT&T S6 in our laboratory so we can’t independently check the exact settings. The only suggestion that we can give is to check what happens if you play around with the messaging app’s Group MMS option under settings. Your carrier should be able to help you with this issue as it concerns their product but if they really can’t try to look for solution from AT&T’s forum site or other third party forums that talk about AT&T devices.

Problem #6: Galaxy S6 can’t connect to the internet when using home wi-fi

We have the phones in my house and all work on WiFi except the Galaxy S6. By work on WiFi I mean, they function on wifi the same as if they were using 4G. The Galaxy S6 works on 4G in the house but not on WiFi. It does however, work on my work’s wifi. My home connection is not slow. I know this because all other devices and computers use it just fine. I have tried everything except a factory reset because I don’t think that will do anything. I’m not sure why only the Galaxy S6 has problems. The problems started when we switched to a better router. The old router worked out with the S6 just fine but that router is very old and the new is a big upgrade. I have messed with all the settings I can think of to get the computer S6 to work but nothing works. — Jarom

Solution: Hi Jarom. First of all, we assume that when you say your S6 doesn’t work on Wi-Fi, you are referring to the phone’s inability to connect to the internet via your home wi-fi.

The second thing we want to point out is the fact that if your S6 works with other Wi-Fi networks, that’s a clear indicator that the issue may only be on how your home wi-fi network allows devices to connect, or that your phone’s network memory needs to be cleared (especially if the SSID or network name remains after switching to a new router).

Check router settings

In order to check if the issue is being caused by router-level restriction, you must ensure that your S6 is not blocked from connecting to the internet by the router itself. If you are the administrator of your home wi-fi, log in to your router’s graphic user interface (usually done by pulling up a browser in a computer and typing the router’s log-in page like 192.168.254.254). Every router has its own way of allowing access to its GUI so make sure that you consult the manual or contact the manufacturer for support. If this router was provided by your internet service provider, call your ISP accordingly.

Once you’ve logged in to your router’s GUI, check if you’ve accidentally blocked your phone’s MAC address or IP address. Doing so can result to your S6 being unable to connect to the internet. If the phone is not blocked, there’s also a possibility that it may be restricted or throttled down to only connect to the internet with a very limited bandwidth. Again, routers vary on how their GUIs look so make sure that you ask for assistance if you don’t know what we’re talking about here. Put simply, you want to ensure that your S6 is not blocked from connecting to the internet, or if it’s not, only allowed to connect but with very slow connection speed.

If there’s another family member acting as the administrator of your home wi-fi, make sure that you let him or her know whether or not the above scenarios are happening.

Do a factory reset

If everything is clear on the router level, don’t hesitate to do a factory reset. While “forgetting” then reconnecting to a wi-fi network is sometimes enough to fix this issue, yours may be different. Making sure that you set all software settings back to their default state may be the only effective solution for the problem. Before you commit to a factory reset though, you can also try to wipe the cache partition to see if that will work. Here’s how it’s done:

  • Turn off the device.
  • Press and hold the following three buttons at the same time: Volume Up key, Home key, and Power key.
  • When the phone vibrates, release the Power key but continue to press and hold the Volume Up key and the Home key.
  • When the Android System Recovery screen appears, release the Volume Up and Home keys.
  • Press the Volume Down key to highlight ‘wipe cache partition.’
  • Press the Power key to select.
  • When the wipe cache partition is complete, ‘Reboot system now’ is highlighted.
  • Press the Power key to restart the device.

 


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. 

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.

Bluetooth headset keeps disconnecting from Skype after Galaxy S6 Marshmallow update, other issues

S6

Welcome to another #GalaxyS6 post! Below are six other issues submitted by our community. If you want to look for more S6-related issues and troubleshooting, make sure that you visit this page.

  1. Bluetooth headset keeps disconnecting from Skype after Galaxy S6 Marshmallow update
  2. Galaxy S6 screen is unresponsive and remains black
  3. Galaxy S6 unable to receive photo or video from iPhone user
  4. Galaxy S6 not booting normally after an accidental drop
  5. Windows 10 PC no longer detects Galaxy S6 after Marshmallow update
  6. How to disable Multi Window feature from a Galaxy S6

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: Bluetooth headset keeps disconnecting from Skype after Galaxy S6 Marshmallow update

Ever since the 6.0 update, my Bluetooth headset (Motorola H730) would disconnect while making a Skype call  Thinking it was defective I bought a new Motorola Boom. Now every time I finish a Skype call, I have to shut the headset off and back on again, as sound now diverts to the handset. It does this every single time. Regular wireless calls are not affected, just Skype. The headset does NOT say it is disconnected, it just stops working. 

Sometimes I will try a second call, and I can hear the ring volume in the earpiece greatly reduced in volume, and when the call answers, the sound moves to the handset. I recycle the headset and sound comes right back to the headset. I use Skype a LOT for my business, and am in the car a lot.  Driving while resetting this headset is distracting and dangerous.

I went to Verizon. They replaced the phone. No change. I contacted Verizon. They blame Samsung. I called Samsung. They blame Verizon. I called Motorola, who admitted it was an issue since the 6.0 update, and nearly half their Bluetooth stock is now ‘incompatible.’  She offered to replace my Boom with the new Whisper, which they claim is not affected. I couldn’t wait the 10 days it would take to get it so I went out and bought the Whisper on their recommendation. Guess what? Same issue.

I called Skype, who also blames Android. EVERYTHING is new and the problem persists, so the only thing in common is Marshmallow. Unfortunately there is no ‘Android tech line’ to call. 

I have now spent almost 200 dollars on headsets I did not need to buy. I have done all of the resets, partition clearing, nothing works. I am at my wits’ end.  And NO ONE is admitting there is an issue here, yet the forums are overloaded with this very issue and others like it.  What do you suggest I do?

Blue over Bluetooth. — Doug

Solution: Hi Doug. If the only change you’ve made prior to noticing the problem was to install Marshmallow, the latest Android iteration may have directly or indirectly caused this issue. Because there are so many variables that can affect how wireless connection between your S6 and Bluetooth headset is implemented, it’s almost impossible for us to know the real reason for the issue. Addressing this issue on your end is a hit-and-miss process so there’s really no guarantee if any of the things that you need to check below will work. Here are the common reasons why a Bluetooth headset does not work properly.

Signal interference from other devices or environment

We know that your setup before Marshmallow was installed worked properly but it’s still worth checking if the current connection is hampered by another device, or even by your surroundings.

Is there someone near you using the same headset when the issue occurs? If two users are using the same unit within connection range, your S6 may be confused which unit to connect to. Keep in mind that some Bluetooth devices can effectively connect to another device for up to 10 meters at most. If you are alone all the time when using Skype though, you can ignore this step.

Keep the headset charged before using it

Low battery can sometimes cause disconnections. Be sure to use your headset only when it has enough charge to prevent untimely disconnection.

Check for duplicate contacts

Duplicate contacts in your S6 may lead to disconnections if they are synced to your Bluetooth headset. Most headsets will scan the contacts list and may encounter an error when it encounters duplicate contacts. We are not really sure if this is true with Skype contacts list but making sure to remove unnecessary duplicates may be worth the effort.

Multiple apps running in the background

Sometimes, Bluetooth devices encounter pairing problems if there are too many apps running in the background at the same time. Keep in mind that third party apps may also interfere with your phone’s Bluetooth function. If possible, try to do the following:

  • Do a factory reset
  • Install Skype app ONLY. Make sure not to install other third party apps during this period to see the difference.
  • Make a call and observe.

If the issue remains even after doing a factory reset, you can safely assume that the problem is beyond your control. The only thing that you can do is wait until the parties involved (Google, Samsung, Skype, and carrier) eventually figure a fix for the problem. We know this doesn’t answer the question on where the problem lies but there’s only so much that can be done for this type of issue.

Problem #2: Galaxy S6 screen is unresponsive and remains black

Hi. My phone was working fine without any problems. Left it on a bed, came back to it 30 min later and screen all black. Battery was about 60% full. The two touch buttons on the sides of the bottom of the phone do light up and notification blue light flashes at the top, but if i plug it to charge the red light doesn’t come on so i guess it’s completely frozen and doesn’t charge. I’ve tried all different button combinations (volume up- home-power — and all the rest) to restart, boot the phone and it does restart but screen is always completely black.

Please help , all my numbers and family pics are in this phone, I’m seriously screwed now. Is there anything else i can try?

Thank you. Regards — Arvydas

Solution: Hi Arvydas. A phone does not just fail to power back on. The screen may be damaged and no longer works that’s why it remains black despite getting indications that the phone still boots up. Try to restart the phone in maintenance mode by pressing and holding the Power and the Volume down buttons at the same time for at least 10 seconds. If your S6 remains unresponsive, that’s an indication that you may have a screen problem. Try to connect the device to a computer to see if it gets detected. If your computer can still recognize the device, there’s a chance that third party recovery software may be able to help you recover your files. Try to use Google to look for a recovery software.

However, if your computer does not recognize the S6, you’re out of luck. Try to call Samsung if they can repair or replace the unit.

Problem #3: Galaxy S6 unable to receive photo or video from iPhone user

When I’m included in a group text with an attachment (photo or video) originating from an iPhone the attachment doesn’t come through, I do see the text message, just not the attachment.

My phone is new since September, but the issue has only recently been occurring. I did get the Marshmallow update in March, but I’m fairly certain the issue began in late January.

I’ve never owned an iPhone so it isn’t an iMessage issue with a previous phone. Other android phones (both Samsung Galaxy S3) in the same group text ARE receiving the attachments and they are on the same carrier and same plan as me.

I’m baffled as to what the problem could be. Please help. — Ellen

Solution: Hi Ellen. The issue can be on your end or on the sender’s end. Make sure that you talk to your wireless provider so they can check if the issue lies on their side or not. You also want to ask your friend to do the same on his/her end.

Problem #4: Galaxy S6 not booting normally after an accidental drop

Earlier today, I dropped my phone, although being in a protective case my phone experienced flickering lights and a black screen as a result. Then a message popped up ‘System unable to respond’. Followed by the typical wait or close signal. I was unable to wipe the cache but was able to place it in safe mode. Lo and behold it, I forgot about a system update and so it was that it downloaded and tried installing. Tried being the key word. Now my phone screen flickers from the beginning of the powering up and a blue screen with the signature bot on its side and a yellow warning sign above it. — Stephanie

Solution: Hi Stephanie. Like water damage, accidental drop is a type of torture for your phone. Depending on the circumstances, a single drop can even deliver a mortal blow to it. Most of the time though, smartphones, especially Samsung Galaxy S series can withstand multiple drops without a problem.

The thing is, accidentally dropping your phone can lead to anything. The most common visible mark after a bad accidental drop is a damaged screen due to the easily breakable glass. Sometimes, the damage can be internal and the only time that a user realizes that there’s a problem is when the phone starts to perform poorly or won’t respond at all. We think that your phone may have some damaged internal components causing it to boot abnormally. Unfortunately, this is something that you can resolve on your end. Your best course of action is to have the phone checked by a professional so a complete diagnostics can be performed.

Problem #5: Windows 10 PC no longer detects Galaxy S6 after Marshmallow update

Hello. I had my phone connected to my PC earlier today (Windows 10) and everything was fine. Then a window popped up on my phone asking me to install new software as it has been doing for the last few weeks. I finally said ok since I was not in the middle of anything important. Now that the installation is complete, I can no longer see my phone in Windows Explorer. I have restarted the computer and the phone with no luck. I wanted to put new music on my phone but cannot since the computer is not recognizing it.

 As I’ve been Googling looking for help, I see there are all sorts of bugs with Android 6.0.  Had I known, I would NOT have installed new software. Is there any fix for this, or any way to go back to my old software?  Thank you for any help! — Lisa

Solution: Hi Lisa. We don’t think the problem lies on your phone. There’s nothing wrong if you update to a new firmware version on your S6. The issue must be on the computer instead. Because your S6 runs a new operating system, your Windows PC’s drivers may not be updated causing it to not recognize your S6. make sure that your computer runs an updated USB driver so it can read your phone again. Use Google to search for ways to update your Windows 10 USB drivers.

Problem #6: How to disable Multi Window feature from a Galaxy S6

Hi! I bought my Samsung Galaxy S6 in December and after like 3 weeks, I started to see a transparent keyboard on my screen (like I can’t use it, it’s just there) and I see some contact names on top which is really annoying and it looks ugly. I didn’t mind it, but like last month, I turned on my phone and my screen was completely messed up. It was split in two, and it was like not the usual color but all colors at once, like you know when people say they see different colors when they’re high, just like that.

And it has like “write text here” below it and that space is completely messed up as well. But the keyboard etc isn’t visible but i can type, so I restarted my phone and it turned back to normal. Today it happened again and i have no idea about what to do to fix this. I couldn’t take a photo. I tried taking a screenshot and when i restarted it, i saw the screenshot like it was just taken from a normal screen, so I can try to take a photo with another phone if it happens again, if that’ll help to explain myself more. Please help me! — Zey

Solution: Hi Zey. We are not exactly sure if what you’re trying to describe here is that you’ve accidentally Multi Window mode. We assume that this is what you’re referring to though so we will provide a solution on how to disable it.

We know that some users can easily inadvertently enter Multi Window mode. This can be done by tapping and holding the Recent button and tapping the two-rectangle icon for an app. Some users can also convert a normal looking app into a “floating” app by dragging down an app diagonally from the top. If you’ve done any of these without your knowledge, don’t worry. There’s an easy way to disable Multi Window mode but it requires that you install a third party app called MultiWindow Toggle for Samsung from the Play Store. The reason why you need to install a third party app is that Samsung removed the option to disable Multi Window feature under device’s settings.

 


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. 

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.

Palringo Group Messaging App Gets Pre-Installed On Alcatel 890

If you’re not familiar with Alcatel they’ve been manufacturing Android smartphones overseas. While they don’t have the gusto of a Samsung, HTC, LG or Motorola, they are popular in Vodafone markets.

Today Palringo, a london based multi-platform messaging app announced that their app would be pre-installed on the new Alcatel 890. While this may not be important news to our US based readers, Palringo has also opened up a new office in Silicon Valley where they hope they can better grab a hold of some U.S. market share.

More after the break
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FaceBook Releasing Stand Alone Messenger App

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Facebook announced via their blog page earlier in the day, that they are releasing a stand alone messenger app for Android. 

The new FaceBook Messenger App is supposed to release for Android and iPhone simultaneously.  The app will feature the ability to send and receive all FaceBook  messages. This includes FaceBook email, FaceBook messages (old school) and even FaceBook chat.

The FaceBook Messenger apps uses both notifications and sms so you never miss that important message again. It also keeps track of your message within the app and in your FaceBook account. This way you can keep all of your chats.

Group messaging is also found in the FaceBook Messenger App. The app is now available in the Android Market.

Source & Photo: Androidguys

IMO.IM Android Beta Adds Group Chats

imo.im is a multi network instant messaging service founded by one of the first ten employees that ever worked at Google. It’s got a host of great features that make it easy for the user to be logged into multi chat accounts in one place, with one login, and for Android, on one app.  imo.im truly gives services like e-buddy and Trillian a run for their money.

More after the break
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