Here’s another post for our Samsung Galaxy S6 Edge troubleshooter series.
If you have other concerns regarding your Samsung Galaxy S6 Edge, don’t hesitate to shoot us an email at [email protected] and we will do our best to get back to you as soon as we can. We will appreciate it very much if you can provide as many details as possible. If you are getting error messages on the screen, or have observed unusual phone behaviors, kindly include them in your email. The more information you can provide, the easier for us to assist you.
How to answer a call on Samsung Galaxy S6 Edge while using a headset
Problem: When I’m wearing the new earbuds that came with my S6 Edge (and I think they’re great) and I get a call, can I answer it without removing them from my ears? Thanks. — Pat
Troubleshooting: Hi Pat. You’re right. You can continue using the earplugs to answer an incoming call. Simply drag the green circle with the phone icon to the right while the phone rings to do it. The stock headset has a built in microphone embedded in the cable itself so you don’t need to bring the phone closer to your face when talking.
Samsung Galaxy S6 Edge opening apps and sending messages on its own
Problem: Good evening. I’ve recently purchased a Galaxy S6 Edge and have had some terribly strange happening with this phone already. For some strange reason, if I don’t touch my screen, the phone makes its own decisions i.e. clicking into apps or typing random words.
It’s nearly like some has somehow hacked into my phone. I need to restart the device and then it will function properly again.
I’m a bit worried whether it’s a big glitch or I’ve been hacked somehow. I recently received a spam SMS from an unknown number but said it had the details of a contact in my phone book.
I’d appreciate any help possible. Regards. — Tyrone
Troubleshooting: Hi Tyrone. Two things may be happening here. The first reason could be a hardware problem, specifically an issue with the phone’s touchscreen. If you added a screen protector on the display prior to noticing this trouble, try to remove it. Sometimes, screen protectors can simulate fingertip activities causing the phone to think a user is trying to input something. If you did not add any screen protector, there’s a big chance that the touchscreen is simply defective.
The second reason may be what you’re thinking–that the phone may have been hacked. While it will take a thorough forensic examination on your phone to confirm our hunch, getting a smartphone phone hacked or accessed remotely is not impossible these days. Try to factory reset the phone and see how it behaves afterwards. If the issue remains, your best course of action is to ask for a replacement unit from your service provider or Samsung. The same is true if you think that the touchscreen is defective or malfunctioning.
Solution for Samsung Galaxy S6 Edge rebooting problem
Problem: Excuse me, I just got a Samsung S6 Edge for about 2 weeks. Everything is going smoothly until today when I encountered some serious trouble. I don’t understand why but my S6 suddenly reboot by itself and this trouble keeps coming back. At first there is a message saying that one of the Google component become error and of course I Google this problem and I meet the solution of other people who is like me encountered this trouble. I tried to do it by uninstalling an update of Google service but it didn’t help me at all. My device still rebooting itself. This rebooting happen when i just open settings or BBM or Play Store. I don’t know what to do anymore can you help me? — Noel
Troubleshooting: Hi Noel. If a smartphone or any mobile device suddenly keeps on rebooting itself for no reason at all, the most likely reason for it may be software in nature. In some rare cases, hardware may be to blame but we usually try to identify the possibility of a software issue first before checking the hardware. Below are the things that you can do to isolate the root cause of this issue.
Delete the Samsung Galaxy S6 Edge cache partition. This troubleshooting step is recommended after a major update, if a phone suffers from performance issues or keeps on rebooting, or if it the screen goes black for no reason at all. This simple step is technically similar to the process of deleting your browser’s cache. Clearing the cache partition is technically deleting the phone’s temporary system files useful in hastening the process of opening apps. Sometimes, a phone’s cache can get corrupted resulting to errors and problems mentioned above. By deleting the old cache, we can make certain that your S6 Edge utilizes a fresh set of system files when opening your apps. Clearing the system cache can be done safely as it will touch any of your personal data or customizations. Here are the steps on how to delete the cache partition in your Samsung Galaxy S6 Edge:
- Turn the phone off.
- Press the Power, Volume Up, and Home buttons to turn the phone back on.
- Once the phone vibrates, release the Power button only. Keep holding the two other buttons until you can see a small menu with options on the screen.
- Highlight Wipe cache partition option using the Volume Down button and select it using the Power key.
- Wait for a few seconds then select Reboot system now.
- Wait for the reboot to finish. Your S6 Edges cache has been cleared.
Boot the phone in Safe mode. This is another important way to determine if the reason for your issue is due to malfunctioning software. While in Safe mode, your S6 Edge is in an environment where you can safely uninstall apps, remove bugs, and identify if any of the third party apps are to blame. If you haven’t done this before, here are the steps to do it:
- Turn off your Galaxy S6 Edge.
- Press and hold the Power key.
- When ‘Samsung Galaxy S6 Edge’ appears, immediately release the Power key and then press and hold the Volume Down button.
- Continue holding the Volume Down button until the phone finishes the restart.
- When you see Safe Mode on the lower left corner of the screen, release the button.
If your phone behaves normally while in Safe mode, that’s an indication that one of your apps is the real problem. Try to uninstall each app starting from the most recently installed and continue until you can pinpoint which one is the culprit. Keep in mind to check the phone’s behavior by observing it long enough after you uninstall an app. This can be time consuming so if you don’t want to do it, just proceed to the next troubleshooting step.
Perform a factory reset. This is the ultimate troubleshooting step that a user can do if he or she suspects that there’s a software problem. Basically, a factory reset wipes everything on your phone to give it a fresh ROM or operating system. Make sure to create a copy of your personal data before performing a factory reset.
To do it, please follow the steps below:
- From your Home screen, go to Settings.
- Tap Backup and reset.
- Tap on Factory data reset option at the bottom.
- Confirm your action to do a factory reset and wait until the phone is done.
Note: If the problem remains after doing a factory reset, consider getting a replacement unit right away.
Check if your phone is overheating. If doing a factory reset won’t resolve your issue, try to determine if the device is overheating. Random reboot is one of the indicators that a phone is overheating. In turn, overheating can be caused by a few factors including central processing unit (CPU) malfunction, presence of malware in the device, multiple apps running simultaneously, exposure of the device to a heat source, etc.
Your Samsung Galaxy S6 Edge is powerful and is designed to run apps simultaneously but, at times, some resource-demanding apps may deplete the limited resources of your device’s CPU enough to overwhelm it. Some malware can also run continuously in the background, thereby causing heat if left unchecked. If you have apps installed that you are not aware how they work, make sure to remove them off from your device. As mentioned, overheating can also be caused by hardware failure so if you think this is the case, please call your service provider or Samsung and demand for a replacement unit.
How to give feedback to Samsung on how to improve their Galaxy S6 Edge camera features
Problem: I wanted to send a note to Samsung about the lack of the photo options on the new S6 Edge. But when I went to their website to do so, I had to fill out a bunch of information, and then the model number for the phone wasn’t listed, so it wouldn’t even let me continue! What a joke! I wish someone would contact them and tell them that they should make a software patch optional for the missing camera features like the options for Burst Photos (Best Face, Drama Shot, etc). Thought maybe someone out there might read this and have a way to get it get it through to Samsung that when people upgrade phones, they don’t want to LOSE features. I personally would be willing to pay the somewhat standard photo modes fee of $1. Thanks for reading my rant. — Yvette
Troubleshooting: Hi Yvette. As much as we would like to help you, your concern should be best addressed by Samsung itself. As this concern is about product improvement, we are pretty sure that Samsung will welcome your feedback. Please try to get back to them by selecting one of the options in this link.
We don’t work for Samsung so we cannot give you any degree of certainty if your feedback will be acted upon. However, we do know that Samsung collaborates with users on how to improve their products all the time.
How to set up the Samsung Galaxy S6 Edge night clock feature
Problem: Hi. My Samsung Galaxy S6 Edge won’t turn on for the second night in a row. The Blue light flashes in the top left hand corner, but l can’t seem to power it on. I was wondering if the phone has gone into some kind of sleep mode. Is there something in the settings l need to change? It went off at night time yesterday then came on again this morning. So l’m going to see if it comes on again tomorrow morning. But l can’t have a phone that is no good to me between the hours of 10:00pm and 8:00am.
Hopefully you can help me somehow. Thanks. — Sammi
Troubleshooting: Hi Sammi. We don’t think the phone is totally off during the times you mentioned. Try to check if you may have inadvertently enabled the Night clock feature on your phone. To do this, just follow the steps below:
- Go to Settings.
- Tap on Edge screen.
- Select Night clock.
You can further customize when Night clock kicks in. try to change the hours and see if that resolves the issue. Remember, the night clock can only be used for a period of 12 hours maximum so if you are sleeping for more than that (which is highly unlikely), make sure that the hours are indicated correctly.
Black screen issue on Samsung Galaxy S6 Edge
Problem: I just took my S6 Edge off the charger and the screen is black. I can’t get it to come back on. The indicator light is blinking blue so I know the phone is on, but the screen will not come on. I’ve tried plugging into a different charger and I’ve also held down power button. Neither of those things worked. — Eric
Troubleshooting: Hi Eric. Hopefully the phone does not have any hardware issues so let’s try to access your phone’s hidden service menu to confirm our suspicion. You need to try to boot the phone in Recovery mode. To do a recovery mode boot up, please follow these steps:
- Turn off the phone by pressing and holding the Power button for at least 5 seconds.
- Press and hold Volume Up, Home, and Power buttons simultaneously.
- Once the phone shows the recovery mode menu, release all three buttons.
- Navigate between options by using Volume Up/Down buttons. If you want to select something, simply press the Power button.
- Choose Reboot system now option to restart the device.
Keep in mind that if the phone works normally after the reboot, there probably was a bug that prevented it from doing so. However, if the phone still fails to boot, or if nothing still shows on the screen, your best bet is to call your service provider or Samsung to ask for a replacement.
Samsung Galaxy S6 Edge won’t rotate screen properly | auto-rotation problem
Problem: Hello. I am having an issue with my brand new Samsung Galaxy’s S6 Edge camera. Everything is sideways when I take a picture it comes out sideways and I have to manually rotate it I would like to know if you could help me fix this issue. — Cristy
Problem: Hi. I was so excited about picking my Galaxy S6 Edge from Sprint. However, shortly after using it, I noticed two things. One, it would not tilt. I tried the settings option and it has not changed so nothing can be viewed in panoramic view.
Second issue is the camera. It takes superb pictures but the settings appear reversed (flipped) and the pictures taken are upside down. I have to click on the previous pic taken then go back to the camera.
Please help. — Maricela
Troubleshooting: Hi Cristy and Maricela. We are aware of this issue but are yet to identify if the real cause is hardware or firmware in nature. Neither Samsung, Google, nor any of the service carriers affected by this problem have any official “fix” as of today.
Please talk to your service provider instead and ask for a replacement. We will continue to monitor this problem and update this post once an effective solution becomes available.
Samsung Galaxy S6 Edge pressing and opening apps without user input
Problem: My phone keeps switching to the recently used apps view. I can be in an app and it will switch to the recently used apps view out of nowhere. I was concerned that I might be touching something incorrectly, but I put the phone down and watched it do the same thing without being touched at all. I rebooted the phone and that didn’t help. I restored factory defaults and that didn’t help. I can’t seem to find any info on this issue. Thanks for your help. — Chris
Troubleshooting: Hi Chris. Looks like you have a similar issue with Tyrone above. Try to see if the suggested solutions above help. If not, please secure a replacement phone as you may have a hardware issue at hand.
Samsung Galaxy S6 Edge connected to MetroPCS has no mobile data connectivity
Problem: Hello. Great read on issues with Galaxy S6 Edge. I purchased one off contract from AT&T and connected it to MetroPCS. Calls out perfectly but can’t get mobile network connection to work. Basically I can only get to the internet with a Wi-Fi signal. Any ideas? — Rafael
Troubleshooting: Hi Rafael. If the mobile data connection on your phone does not work, please contact your service provider and ask them if your SIM card is provisioned to have data connectivity function. An issue like this can best be resolved by them as this does not originate from your phone’s features or hardware.
Smart Stay does not work on Samsung Galaxy S6 Edge
Problem: I’m on my 2nd Verizon S6 Edge. First one had too many issues. The second “replacement” has an issue with Smart Stay. It just won’t work. Called Samsung and they want me to send them my phone for a week of combined shipping and repair. My friend’s T-Mobile S6 Edge has the same issues. That’s 3 phones so far. — Ultimateplumber
Troubleshooting: Hi Ultimateplumber. Your report about this trouble is the first one from our readers so this may be a recent issue. Try to boot your phone in Safe mode to see if a third party app is causing it. If you installed something prior to noticing the problem, that may be the reason. If nothing changes even while in safe mode environment, you can either do a factory reset or get another replacement.
Samsung Galaxy S6 Edge fingerprint scanner does not work all the time
Problem: I bought the S6 Edge about two weeks ago from Verizon because my previous phone, the Droid Ultra, bricked. This new phone is the most beautiful device I have ever held but I have one problem; namely the fingerprint scanner sometimes won’t register, so I need to enter my backup password. Any suggestions on how to make this never happen again? It happened twice. — Joe
Troubleshooting: Hi Joe. We understand your issue. Unfortunately, the fingerprint scanner technology employed in Samsung phones has a glaring limitation that you just encountered–the scanner does not work all the time. If you want to continue using it, we suggest that you don’t forget the backup password in case the scanner fails again. At this time, there’s not much that we can do except to wait for a more improved scanner in the future. We don’t expect Samsung to improve how the scanner works at this time because the real problem is hardware in nature. Unless Samsung decides to totally replace the scanner in all S6 Edges around the world with a more sensitive one, we just have to bear the current scanner’s limitation.
Security-wise, the fingerprint scanner may stop your kid from using your phone, or your partner from snooping into your social media networks but we still recommend that a good password will do. A high resolution photo of your thumb, a glue, and a good printer can actually fool the scanner quite easily as what we have seen in Apple TouchID exploits before. We also don’t know how Samsung stores your fingerprint, or if it’s being shared with third parties as the phone can access websites using fingerprint logins. While this is a completely different topic, it’s always advisable that you stick to the old-school password-secured lock functionality.
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