What to do if Galaxy J7 mobile data keeps disconnecting and can’t receive incoming calls

Today’s #GalaxyJ7 troubleshooting article will address three cases. The main issue that we want to answer though is on how to fix a Galaxy J7 with mobile data and calling issues. Be sure to also check the two other related issues below.

Problem #1: What to do if Galaxy J7 mobile data keeps disconnecting and can’t receive incoming calls

Hey! i bought SAMSUNG GALAXY J7  (REFRESH) recently. everything worked perfectly but starting from few weeks back some issues occur:

  • when I’m ON mobile data it turns on but after sometime it goes off (the signal on top of the screen disappear) and after sometime it again turns on and off.
  • since i used one sim i thought its cuz of the sim. So i bought a new sim but the same problem is with that also.;

I did every possible thing i know of but nothing fix this. please help me to fix this problem!!!!! Thank you.

Solution: The cause of the problem can come from either the device itself or externally (network). Let’s see how you can troubleshoot your device. If our suggestions won’t fix the problem, you can assume it’s due to something that’s beyond your ability to fix.

Cache partition wipe

This should be the first troubleshooting step that you want to do. Sometimes, Android system cache can get corrupted for some reason; this can result to all sorts of bugs. To check if your Galaxy J7’s cache has been corrupted, follow the steps below:

  1. Turn off your phone completely.
  2. Press and hold the Volume Up, Home, and Power buttons simultaneously for a few seconds and then release all buttons when the Android bot image appears.
  3. Wait for a few seconds until the Android System Recovery menu appears.
  4. From the Recovery menu, press the Volume Down button several times to highlight Wipe cache partition option.
  5. Press the Power button to confirm selection.
  6. Press the Volume Down button to highlight Yes option then press the Power button to confirm.
  7. Wait until your device is finish wiping cache partition and then highlights the Reboot system now option.
  8. Finally, press the Power button to confirm system restart.


Some calling and messaging problems are sometimes caused firmware coding bugs. These issues are usually beyond a user’s abitlity to fix so carriers have to act in addressing them. If your phone was provided by your carrier and it receives regular over-the-air (OTA) updates, then now is the time to check again if there’s any available system update. To manually check for system updates, go to Settings > Software update.

Third party apps

There’s a chance that the issues you mention here can be caused by one of your installed apps. To check, you want to restart your phone to safe mode and observe. While on safe mode, all third party apps should be blocked, allowing only preinstalled apps to run. If the problems won’t appear on safe mode, you can assume that a third party app is to blame. To boot to safe mode:

  1. Turn the device off.
  2. Press and hold the Power key past the model name screen.
  3. When “SAMSUNG” appears on the screen, release the Power key.
  4. Immediately after releasing the Power key, press and hold the Volume down key.
  5. Continue to hold the Volume down key until the device finishes restarting.
  6. Safe mode will display in the bottom left corner of the screen.
  7. Release the Volume down key when you see Safe Mode.
  8. Once the phone is on safe mode, check for the problem.

As pointed out previously, if the issues are absent on safe mode, there must be a bad app installed. To identify which of your apps is causing the trouble, you should boot the phone back to safe mode and follow these steps:

  1. Boot to safe mode.
  2. Check for the problem.
  3. Once you’ve confirmed that a third party app is to blame, you can start uninstalling apps individually. We suggest that you begin with the most recent ones you added.
  4. After you uninstall an app, restart the phone to normal mode and check for the problem.
  5. If your S9 is still problematic, repeat steps 1-4.

Bad network configuration

Another possible reason for the problems may be due to incorrect network settings. To see if there’s an issue with your phone’s network settings, make sure to clear the current settings. Here’s how:

  1. From the Home screen, swipe up on an empty spot to open the Apps tray.
  2. Tap General Management > Reset settings.
  3. Tap Reset Network settings.
  4. If you have set up a PIN, enter it.
  5. Tap Reset settings. Once complete a confirmation window will appear.

Factory reset

The most effective method of knowing whether or not there’s a software issue that causes the problems is to wipe your phone. You can do this by doing a factory reset. Hopefully, after reverting all software information to their defaults, the bugs will be removed and your phone can go back to its normal working function.

Factory reset will erase all user data (photos, videos, contacts, etc.). Be sure to back them up to avoid data loss.

To factory reset your Galaxy J7:

  1. Create a backup of your data.
  2. Turn off the device.
  3. Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  4. When the green Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
  5. Press the Volume down key several times to highlight ‘wipe data / factory reset’.
  6. Press Power button to select.
  7. Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
  8. Press Power button to select and start the master reset.
  9. When the master reset is complete, ‘Reboot system now’ is highlighted.
  10. Press the Power key to restart the device.

Get professional help

Should nothing comes out positive after doing all the troubleshooting steps above, the most likely reason for the issues must be from the network side or a coding issue within the phone itself. Be sure to talk to your carrier first so they can help you troubleshoot it on their end. There may be some service issues in your area causing the problems that only your carrier is aware of.

If your carrier says that everything should be working on the phone properly and there are no account- or network-related issues at all, your phone’s modem or its firmware may be to blame. If your carrier can’t replace the phone, try to contact Samsung to see if they can repair or replace it for you.

Problem #2: Galaxy J7 can’t receive calls from iPhone

I just switched from iPhone 6S to Samsung J7 Refine.  I am having trouble receiving certain calls, most often from an iPhone 7.  They hear it ring and go to voice mail, or else it rings and they get the message that the call can’t be completed.  I hear a half ring, see them pop up on my screen, and it’s suddenly gone. I then get a missed call notification. We have checked everything we can think of, including making sure my contact info in her phone is listed as mobile and not IPhone, deleting my contact info and re-entering it, going into my iCloud and removing my number from my Apple account.  I can receive calls from other iPhones I do not have any numbers blocked. It’s driving me crazy! We did have a text issue but we figured it out. Can you give me any more suggestions?

Solution: Since your phone actually receives incoming calls, though they don’t last long enough for you to answer, the most likely reason is device-related. We suggest that you follow our suggestions for Problem #1 above. Make sure that you also clear the data of the Phone app. Here’s how:

  1. Open Settings app.
  2. Tap Apps.
  3. Tap on More settings at the upper right (three-dot icon).
  4. Select Show system apps.
  5. Find and tap the text messaging app.
  6. Tap Storage.
  7. Tap Clear Data button.
  8. Restart your Galaxy J7 and check for the problem.

Be sure to also do a factory reset if nothing appears to work.

Finally, don’t hesitate to report the trouble to your carrier if nothing can fix the issue on your ens at all.

Problem #3: How to fix a Windows 10 PC that can’t transfer files from Galaxy J7

I can connect the J7 to my Windows 10 desktop and it charges fine. If I want to transfer files, I used to simply open up Explorer, find my phone on My Computer, open it and navigate to the camera photos folder and copy them over. However, if I try that now, at some point the explorer window just shuts down completely.  Previously I was using Dropbox on my PC but (this is a new machine) Dropbox would fail into import the photos from my phone and got increasingly buggy. I have no idea what the issue is but that’s two methods that have failed to get photos from the device to the PC.

Solution: The problem may lie on your PC more than on your J7. Make sure that your computer’s operating system is fully updated and it has all the necessary drivers to detect your Samsung device. To do that, you want to install Samsung Smart Switch. By installing this program, you also install the necessary drivers needed by Windows to allow file transfer from a Samsung phone. If you haven’t heard of Samsung Smart Switch before, kindly follow this link:
How to create backup from Samsung device to your computer via Smart Switch

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Harvey is keen with mobile technology and loves writing about all things mobile. He is passionate in helping technology-challenged people by finding resolution to their issues.

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