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S6 hardware damage after drop

Galaxy S6 screen turns black when charging, other issues

Hello Android community. Welcome to another #GalaxyS6 post. In this one, we compile similar issues that talk about the Galaxy S6 failing to power back on. We hope that this material will help not only those mentioned here but also others who may be experiencing similar troubles. For those looking forward to seeing their issues solved in our blog, kindly continue to watch out for more articles in the coming days. You can also visit our main Galaxy S6 troubleshooting page here.

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In the meantime, here are the specific topics covered in this post:

  1. Galaxy S6 screen turns black when charging
  2. Galaxy S6 Edge won’t boot up normally after a failed update
  3. Galaxy S6 Edge fails to turn back on
  4. Galaxy S6 screen slowly turning to black after phone got dropped
  5. Galaxy S6 is totally unresponsive
  6. Galaxy S6 fails to power back on

If you are looking for solutions to your own #Android issue, you can contact us by using the link provided at the bottom of this page, or you can install our free app from Google Play Store.

When describing your issue, please be as detailed as possible so we can easily pinpoint a relevant solution. If you can, kindly include the exact error messages you are getting to give us an idea where to start. If you have already tried some troubleshooting steps before emailing us, make sure to mention them so we can skip them in our answers.


Problem #1: Galaxy S6  screen turns black when charging

Hello. I have purchased a Samsung Galaxy S6 at the end of August this year, and it has been working perfectly fine until recently. Everytime I plug it to charge, the device would charge perfectly for few minutes until the screen will black out (as well as the device would make a noise) before it stops charging. I have tried restarting my phone multiple times, yet it doesn’t affect it. Whilst it did the same this last night, I left it on charge and woke up to my phone having full battery, yet I am still confused on what is happening. I hope you can tell me what’s happening with it, and how I am able to fix it. Thank you. — Sandra

Solution: Hi Sandra. We haven’t heard of this issue happening on other Galaxy S6ss or on other Samsung devices so it must be unique to your device. Can you remember if you did something different before noticing the issue like install an update or app? Or did you change some settings in an app that may have direct control over power management? If you didn’t change anything or install a new app or update, you must try the software solutions like booting in wiping the cache partition, booting in safe mode, or even factory reset. Below are the steps on how to do each of them.

Wiping the cache partition. Sometimes, installing an update or an app can corrupt the system cache, which can result to some apps behaving erratically. In order to force the phone to build a new system cache, you must wipe the existing cache first. This procedure is also very helpful in fixing issues like random reboots, boot loop, stuck during boot up and random freezes after updates. Here’s how you wipe the cache partition on your S6:

  • 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.

Observe the phone in safe mode. If wiping the cache partition won’t change anything, the next procedure that you want to try is safe mode. Also known as diagnostic mode, this boot mode is designed to help technicians  check if a third party application is causing a problem. Because there’s a chance that you may have installed a bad app, you must do this. Remember, when safe mode is enabled, no third party apps will be allowed to run. This means that if the issue won’t occur, you know that a third party app is to blame. The thing is, safe mode won’t tell you which of your third party apps is problematic so you must do a trial and error in isolating the possible causes. Try uninstalling apps individually until the issue is eliminated. Make sure that you replicate the issue after every uninstallation. For reference, these are the steps on to boot your phone in safe mode:

  • Press and hold the Volume Down and Power keys for 20 to 30 seconds.
  • Once you see the Samsung logo, release the Power key immediately but continue pressing the Volume Down key.
  • Your phone should continue booting up and you will be prompted to unlock your phone as usual.
  • You will know if the phone successfully booted in safe mode if the text “Safe mode” is displayed at the lower-left corner of the screen.

Reset all software settings to default. If the issue remains even when you boot your phone in safe mode, that means that the problem may lie on the firmware. To fix the problem, you must do a factory reset. This will wipe the phone’s internal storage as well as restore all software settings to default. Here’s how it’s done:

  • 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 #2: Galaxy S6 Edge won’t boot up normally after a failed update

Hi I have recently purchased a Samsung Galaxy S6 Edge. I had it about two months and it works perfect. I then got a system update so like anyone would I accepted to update it just like I have with any other phone I have had in the past. The update started well but was taking some time. after a while my phone just turned off so I assumed maybe there wasn’t enough battery life to continue with the update so I put it on charge. On charge it continued with the update and once it had finished I took it off charge with over 50% battery life and straight away it turned off. So again I put it on charge and it worked okay. since then when I try to turn it on whilst on charge it says installing system update but after a few seconds it fails and the Android picture has a triangle above it with an exclamation mark in it. I have tried every option it has given me to reboot or reset it but nothing happens. I actually can’t log onto my email at the moment so If I could be contacted on my mobile that would be great 0***6. Many thanks. — Jennifer

Solution: Hi Jennifer. Firstly, we want to make it a point that we don’t provide answers to problems via email. The mailbag section of our blog works by publishing issues sent our way and their respective solutions so Android community can benefit from it. We hope you’ll find this post.

Now, to your issue. This problem has been reported in many other Android forums so we know that it’s not limited to your device. But even with multiple reports about this problem everywhere, there seems to be no definitive pattern as far as it’s cause is concerned. This means that there’s no clear cut solution for it. Some users reported that refreshing the cache partition worked while some had to resort to factory reset. If you haven’t tried both of these procedures, make sure that you do. Kindly refer to the steps above.

Problem #3: Galaxy S6 Edge fails to turn back on

Good day. I bought my Samsung Galaxy S6 Edge from South Africa, but I reside in Zambia. It would take me a while to return it for diagnosis from place of purchase so I really hope you can assist me. I purchased my phone in March, 2016 and this month November, 2016 it was performing normally and had no issues. However, out of the blue it was about 50% charged and I was using my WhatsApp on which I clicked on a picture someone sent me and the phone suddenly went blank. I tried to turn it on, but the screen was just black, no sign of life as no lights were coming on either. I waited a while and charged it for a couple of hours but even then when charging no lights came on. I tried to press and hold the middle button, power button and volume down button simultaneously but still received no response. Its dropped a few times in the past but it has a shock absorbing cover so it’s not broken or at least I hope it’s not, I suspect its a software malfunction. I updated my software to the latest available update about a week ago. I didn’t expose it to water so certainly no water damage. I am at my wits end with this and I hope you can help. Thanks and Kind Regards. — Niza

Solution: Hi Niza. The first and important thing to do in this case is to see if you can turn the phone or not. Though it appears that you have hardware issue at hand, we suggest that try to boot the phone to other modes first. There are three alternate modes that you can try. Each of these modes gives you an option on what to do next. If you can turn the phone back on in any of these modes, there’s a chance that you may be able to fix the issue by doing more advanced software solutions. Otherwise, you really have to submit the phone for a full hardware check.

For reference, below are the steps on how to boot your phone to different modes:

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.

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.

Problem #4: Galaxy S6 screen slowly turning to black after phone got dropped

So. I dropped my Galaxy phone (terrible person, I know) and it had the normal-ish spiderweb cracks and a couple little spots with dead pixels. My phone has worked fine, and nothing really was wrong with it besides the cracks and dead pixel spots being annoying. The newest update wouldn’t download on my phone. Naturally, these phones I know personally are finicky with storage, so I just deleted a couple apps and a few pictures to give it a whole ton of storage to be secure in the updating stuff. Today, the update was finally downloading, much to my (gleeful) surprise. I left it alone all day (about 6 hours) and now, the dead pixel spots are bigger. When I reset my phone, it turns a dark navy and then back to black. Is it a hardware problem or what? — 24676

Solution: Hi 24676. Yes, that’s definitely a hardware issue. The dark colors on the screen is an indication that the LCD damage has become bigger while the dead pixel is the portion where the digitizer no longer works. These issues can’t be fixed by software solutions so you must send the phone to a good repair shop or, if possible, to a Samsung shop for repair.

Problem #5: Galaxy S6 is totally unresponsive

To Whom This May Concern:

I’ve been having some trouble turning on my Samsung Galaxy S6. It was at 70% today when it shut off by itself. I quickly turned it back on, but when I clicked the on/off button, it immediately shut off. I rebooted it once again and let the device fade the black, and it then shut off again. It would not reboot again from there. The screen vibrated and displayed the “Samsung Galaxy S6” text before shutting off again. I’ve tried this several times but it continues to display the text and shut off everytime. I’ve tried holding onto the home, volume and power buttons at the same time and releasing the power button. The screen says “recovery occurring” in the corner but then shuts off. I’ve charged it for hours now and it will not turn on whatsoever. Just a few minutes ago I tried to turn it on but it displayed the 0% battery visual before shutting off again. Now no matter what I do, the screen will not turn on. — Rachel

Solution: Hi Rachel. There’s little to nothing that an average user can do if the phone is totally unresponsive or won’t turn back on. If you can’t boot the phone to any other boot modes (refer to the steps above), it’s very likely that a hardware component has failed. This means that a detailed hardware diagnosis must be done to identify the cause. If this phone is still under warranty, make sure to call the right party so it can be checked or replaced.

Problem #6: Galaxy S6 fails to power back on

Hi Thedroidguy. I have a Samsung Galaxy S6 Edge which is around 10 months old. I haven’t previously had any problems with it whatsoever. However, earlier tonight I had just noticed that it was at 4% charge and wanted to charge it. I plugged it into my power bank using a 3rd party USB cable which I have used many times before. The phone didn’t seem to recognize it. So, I tried it in the wall socket with the original charger, same problem. Eventually the battery died and the phone went off. While off the phone shows the empty battery with the charging symbol but it is not charging at all. I tried cleaning the micro usb port and tried a couple of different cables with the same result. I managed to switch the phone on for a few seconds and tried a soft reset, but the battery died again. Now it will not go on at all. Any ideas what might be wrong or how to fix it? I am currently abroad (Indonesia. The phone was bought in the UK) and I’m not sure where I could take it to have a technician look at it. Any feedback would be much appreciated. Thanks! Matthew PS. I’m not sure which android version it is running but I know it is up to date. — Matthew

Solution: Hi Matthew. We really think that you need to have the phone’s hardware checked. Based on your problem description, there’s high likelihood that the problem can be anything. It may be a bad battery, a damaged charging port, or some unknown hardware glitch. You can try to boot the phone in other modes (steps provided above). If you device fails to respond to any hardware button combination, that’s a clear sign that hardware check-up is badly needed.

 


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Galaxy S6 cannot receive SMS and MMS from newly added contacts, other issues

The Galaxy S6, released over a year ago, is one of Samsung’s most successful flagship phones. This means that millions of users around the world are still using it at this time. If you are one of these users who’s having trouble, there’s a chance that we may be able to help you with this article. If you did send us your request for assistance but are yet to see your issue published in this blog, don’t forget to continue watching for more posts in the near future.

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Below are the specific issues we discuss today:

  1. Galaxy S6 screen stops working due to water damage
  2. Galaxy S6 screen not working and phone won’t turn on after falling
  3. Galaxy S6 cannot receive SMS and MMS from newly added contacts
  4. Galaxy S6 multi window is stuck | Galaxy S6 back button light is not working due to water damage
  5. Galaxy S6 music app stops playing when screen is locked
  6. Galaxy S6 slow browsing issue when using 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: Galaxy S6 screen stops working due to water damage

i was making a call on my Samsung S6 and suddenly the screen started flickering madly until such a time as the screen went dead. i could hear messages coming in and phone calls coming in but i could not see anything on the screen as it was looking like as if it were completely off. i handed my phone in under warranty as it is only 2 months old and they sent it away. when it came back they said it had water damage even though i haven’t had it near water and been very careful and that they could do nothing with it and the warranty wouldn’t cover water damage. I’m extremely frustrated by this because it has not been near water and surely not corroded within 2 months. I’d love to know is there anything i can do with this if anything? — Sean

Solution: Hi Sean. If the attending service center confirmed that the device is water damaged (probably after checking the Liquid Damage Indicator located under the SIM card tray slot) and they won’t fix the device, then it’s up to you to it repaired. Our blog does not provide hardware troubleshooting and guides in replacing hardware components. Bring the phone to a third party shop and see if they can replace the screen assembly. Depending on the damage, screen replacement may or may not fix the issue entirely.

Problem #2: Galaxy S6 screen not working and phone won’t turn on after falling

My wife’s Galaxy S6 felt on the floor and the screen immediately becomes black, even though it rings, receive messages and LEDs keep blinks. We tried to plug at our PC to backup our archives, but the phone was locked and we had no success doing that. So while we were trying other way to do that we ended up putting it at “download mode”. At some point its battery completely dry out and after that the phone don’t turn on anymore and is not charging via TA/USB port too (yet, we intend to try wirelessly charge it but we do not have this type of charger)! So how could we restore our archives in this situation!? Any ideas? Is it possible that crash cause a broken screen and a power issue? Thanks. — Conrado

Solution: Hi Conrado. Dropping any electronic device may or may not result to significant hardware damage. If you’re lucky and no signs of abnormal behavior is observed immediately (or later) after a drop, then that device will probably survive without any problems. However, if you encounter severe issues right afterwards, then the device is obviously suffering from hardware malfunction. While hardware manufacturers like Samsung take into consideration the fact that their devices will most probably take some tumbles during their lifetime, the current crop of smartphones are not 100% resistant to ill-effects of a bad drop. If your wife’s phone no longer show a working screen or doesn’t even turn on, then the device is most probably toast at this time.

So how could we restore our archives in this situation!? This depends on whether the memory is still intact and working, and of course if you can make the phone power on in the first place. The only way to access your files is to make sure that the phone works, that means it still powers on and you can still access the software that will provide access to the memory. If you will be able to power on the phone but the screen remains unresponsive, you may still be unable to move your files because you still need to enable transfer mode. In a word, turning on the phone may not be enough if your primary end is to create a copy of your files stored in the device; you have to make sure that the screen is also working.

That said, try to call Samsung or your carrier to see if they can fix the device for a fee. You will definitely have to pay for whatever repair is needed since carriers and hardware makers will automatically void the warranty in this case. If you can’t access Samsung service center or your carrier, bring the device to a good service center.

Problem #3: Galaxy S6 cannot receive SMS and MMS from newly added contacts

I recently bought a Samsung Galaxy S6 through T-Mobile, and I’ve been having an issue with the SMS. When I bought the phone, I had my contacts and information transferred to the new phone through Samsung Smart Switch, and everything worked fine. However, when I tried to add new contacts to my phone, I began encountering issues. Any new contact that I have added after receiving the phone, I am unable to send or receive SMS or MMS messages from. My third party SMS application simply crashes when I try, and the default Samsung SMS app sends whatever I tried to send into a seemingly random previous group conversation. The phone is running on android 6.0.1 Marshmallow. I attempted to start the phone in safe mode, and encountered the same issue, implying it is a problem with the operating system and not with any third-party application. — Kaylee

Solution: Hi Kaylee. The first thing you want to do here is to wipe the cache and data of contacts and SMS apps. Sometimes, imported files from a another application can corrupt the cache and data of contacts app which may result to the issue you’re having. Clearing the cache and data of the contacts and SMS app can fix the issue. Here’s how to delete an app’s cache and data:

  • Go to Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
  • Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6.0.
  • Once in there, look for the Contacts app and tap it (same thing for whatever SMS app you’re using later).
  • You’ll now see a list of stuff that gives you information about the app, including Storage, Permissions, Memory Use, and more. These are all clickable items. You’ll want to click on Storage.
  • You should now clearly see the Clear Data and Clear Cache buttons for the application.

Also, make sure that you wipe the phone’s cache partition afterwards just in case this cache is also corrupted. This procedure is recommended whether or not your phone has issues so it’s safe to do. Here’s how to do it:

  • 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.

Problem #4: Galaxy S6 multi window is stuck | Galaxy S6 back button light is not working due to water damage

Hi. My name is Katie. I am reaching out because I have a Samsung S6 and it has a little water damage. It was not submerged into but got a little wet from being on a boat. The phone turns on but the multi window was stuck. It was constantly running in the background. The back button light up too but does not work. I did a factory reset (holding power, volume up and home screen). I was able to reset it but when I turn the phone on the multi window and back button no longer lights up. I can’t afford to do another claim because I’ve already done one. 5 days into having my replacement it gets wet. I am not sure if anything can be done to fix my phone. Any suggestions will help. Thank you. — Katie

Solution: Hi Katie. You can’t resolve a hardware issue with software solutions. Doing things like factory reset will not fix whatever component has been damaged by water. Bring the phone to a repair shop and have it cleaned and dried. If you’re lucky, the hardware may be able to survive long enough for you to save and eventually replace this phone.

Problem #5: Galaxy S6 music app stops playing when screen is locked

Hi. I’ve updated the music app and since then there is a problem that keeps getting worse. At first the problem was that if I locked my screen the music would stop automatically. When I would unlock the screen it won’t show that the music app is running, it would be as if i had closed and stopped it. The only way to have the music playing and the screen locked was to start by keeping the music app working in the background and keeping the screen unlocked. After a few days the problem became worse. Even when I succeeded in having the screen locked and the music playing the music would stop automatically after each song and again when I unlocked the screen it didn’t appear as if the music app was running at all. I had to reopen the app in order to start playing the music again. I would very much appreciate your answer. Thank you. — Ayala

Solution: Hi Ayala. First of all, if this issue started right after updating whatever music app you’re using, then it’s logical for you to uninstall the update. To do that, follow these steps:

  • Go to Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
  • Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6.0.
  • Once in there, look for the Music app and tap it.
  • Look for uninstall update button and tap it.
  • Restart the phone.
  • Check if the issue remains.

Now, if the problem stays after uninstalling the app update, do a factory reset and run the music app without installing other apps. If the issue won’t occur, that’s a sign that a third party app may be interfering with the music app’s functions. Do a trial-and-error method of identifying the bad app by installing apps individually then observing how the music app behaves. This will take time but it’s the only way to isolate the cause. To factory reset your device, follow these steps:

  • Create a backup of your important files.
  • 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 Vol 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.

Now, if the issue remains even after restoring the software settings to default, contact the developer of the said app for resolution.

Problem #6: Galaxy S6 slow browsing issue when using Wi-Fi

I use my Samsung Galaxy S6 EXCLUSIVELY on Wi-Fi to web browse and while my phone is unlocked (not locked to any network provider (it does contain a SIM card which is a pay as you go SIM card, but I haven’t yet put any credit on it)) my problem is that it either won’t display some web pages I go to or does so painfully slowly. Turning my phone off and on again solves the problem, until the next time that is! I know this is a problem with my Galaxy S6 because it DOESN’T happen on my Google Nexus 7 or Samsung Galaxy S2! This problem exists on all browsers on my S6 (Chrome, Opera, Firefox) and even after I did a HARD RESET! I have updated my browsers to the latest versions via Play Store. I did get a Samsung specific PHONE software update a few months ago but to NO avail! — Toptrumps61

Solution: Hi Toptrumps61. Because the slow browsing issue happens on all browsers, this may be a function of your phone’s Wi-Fi functionality. This can be due to a bad Wi-Fi chip or a software glitch. If you’re already tried to factory reset the device before contacting us, then there’s a chance that the phone is unable to load web pages normally due to malfunctioning Wi-Fi system on your phone. Most of the time, this issue can be resolved by installing an Android update, assuming you did not modify your phone’s official software in any way (if you did, you’re on your own). Since you’ve also already installed an update, we think something’s wrong with your phone’s Wi-Fi. Contact Samsung for potential repair or replacement.

 


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.