Here are some of the #GalaxyS6 and #GalaxyS6Edge issues we’ve come across so far this week. If you are new to our site, please head over to our troubleshooting page index for this device to look for other issues that may be similar to what you’re experiencing.
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.
Problem #1: Galaxy S6 Edge showing “update the security” message when sending email
My organization uses office 365 and on our mobiles we use Exchange Activesync emails with the 365 MDM so we must activate with the Intune company portal.
I can setup the email with no issues, it prompts for screen lock and for the phone to be encrypted, after that is done you get into the company portal with no problems and it goes through the entire operation fine.
The issue is that after several hours something goes wrong. The phone can continue to receive company emails, but if you try to send one you get a pop-up that tells you that you must update the security to send as USERX@DOMAIN.COM. The admins for my company have gone over it and can’t find the issue. There does not appear to be any issues in the setup on the device or on the server side. What’s more, this is happening to ALL Samsung Galaxy S6 Edge Plus devices in the domain, however the older Galaxy S6 and S6 Edge work with no issue… do you have any ideas? — Adrian
Solution: Hi Adrian. Since you’ve managed to isolate the problem on a certain device model, the next best thing that you can do is to contact Samsung (or Microsoft if you think that it may be MS Office software- or server issue) so they can help you. We are yet to receive reports of similar nature so there must be something in the S6 Edge Plus connected to your network that triggers it. A good thing to ask further to help you narrow down factors is to see if all affected devices are running the same firmware version. It’s also good to know if a common company-related app or setting has been added to each unit prior to noticing the problem. Again, your best bet in resolving the problem may lie on getting help from Samsung or Microsoft. Make sure that your company provide a detailed list of troubleshooting steps and things you’ve done to isolate possible causes.
Problem #2: Galaxy S6 Edge won’t power on properly
Hello people of Android! I have a Galaxy S6 Edge which I love and care for very much, but I have been having a large problem with it in the past few hours. When I went to go get a snack from my kitchen, I went to check my phone and it wouldn’t turn on. This scared me so I put it on my charger and waited as I took a shower. I came back and it seemed to have the charging battery logo but it wasn’t “filled” with green – which means it must’ve had a problem displaying battery or with holding a charge, since it was at 90% when this started to happen – but the odd thing is that the background that is supposed to be black, is black with blue horizontal stripes, which are in a design that did not seem like it was a problem with the screen. My solution was to hold the volume keys + the power button which brought me to a “Maintenance Boot Mode” menu. I proceeded to do all but 2, which is factory reset in which I do not wish to do. This just brought me to a flashing “Galaxy S6 Edge” screen. One other thing that I forgot to mention, whenever I do any of this stuff involving the screen, the screen seems to turn on and off over and over. I would love to get the S7, but I would have to wait until mid March to get that which is near a month without my phone. Thank you for helping. — Evan
Solution: Hi Evan. Keep in mind that oftentimes, when a Galaxy phone like your S6 fails to boot normally regardless of reason, the only best fix is by doing a factory reset. If your phone no longer responds normally when you power it on, we’re afraid you’ve got to try factory reset.
The display problem you describe here may or may not be a totally separate problem. To determine if that’s the case, you need to turn the phone on normally first. If the screen works fine when the phone is turned on properly, a software glitch may have caused it.
Problem #3: Galaxy S6 can’t make or receive calls
My phone will not make or receive calls. When I dial a number or choose a contact, and select “call,” the call screen comes up and it says it is “dialing…” but it is completely silent (there is no ringing sound), and after 20 seconds or so, the call is ended without me doing anything. The same goes for receiving. When someone calls me, I swipe to answer but there is only complete silence, and after 20 seconds or so, the call ends on its own.
I know that this problem has nothing to do with lack of service, airplane mode, network connection, or volume/muting problems. To date, I have had no previous issues with the functionality of my phone. This is the first problem I have encountered. I am utterly confused and would appreciate help. Thank you! — Troy
Solution: Hi Troy. First off, you have to make sure that this is not network related. If you have a GSM phone, make sure that you try the SIM card to another phone to see if call functionality works as expected. If you happen to have a CDMA phone, or if SIM card on your GSM phone works on another device, make sure that you do 2 things — booting in safe mode and/or doing a factory reset.
Here are steps how to do them:
How to boot your Galaxy S6 in safe mode
Safe Mode will come in handy in your case as it will temporarily disable all third-party apps leaving pre-installed ones and core services running. If one of your third party applications is preventing calls from coming in and out, safe mode should help you check it.
Once the phone has booted in safe mode, its performance will dramatically improve, app crashes will be gone and you can do whatever troubleshooting procedures you need to do to regain your phone’s top-notch performance. Here’s how you do the safe mode reboot:
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.
How to do factor reset on Galaxy S6
For serious firmware-related issues, the factory reset is often the ultimate fix. It’s because it will bring the phone back to its factory defaults deleting all files, data, settings, apps, personal information, accounts, etc. In short, if there are things you don’t want to lose during the process, you must back them up prior to performing the Factory reset.
From the Home screen, tap the Apps icon.
Find and tap the Settings icon.
Under the ‘Personal’ section, find and tap Backup and reset.
Tap Factory data reset.
Touch Reset device to proceed with the reset.
Depending on the security lock you used, enter the PIN or password.
Touch Delete all to confirm your action.
All data deleted after the reset cannot be retrieved.
Now, if these two procedures won’t get you anywhere, make sure that you call your wireless carrier for direct support.
Problem #4: Corrupted files on Galaxy S6 Gallery
All photos disappeared from My Gallery a few days ago. I have done everything to restore photos back to Gallery. I found some of the photos in my SD CARD but I cannot figure out how to move photos back to Gallery.
Also, I have several like solid white boxes or white squares and each with a number under it. I’m sure this is the rest of my photos but I can not find a way to open them. Tried a few zip file, zip 7 files opener from the Google Play Store. Only when I click on the white square I get a message saying no application on this device can open this. I checked the contents and it only gives me how many kb.it holds.
I compress them in a zip file and when I open and have a file folder click on the file and I end up back with the white square. I don’t know what more I can do. I am file illiterate I suppose. Any help please. — Randy
Solution: Hi Randy. Hopefully those photos (with solid white boxes) are still readable or haven’t been corrupted yet. If you can’t open them on your phone, try to connect your device to a computer and see if it can detect and open the files.
The fact that your phone only displays them as white solid boxes is one indicator that they are most likely corrupted. Corrupted files usually no longer works properly, which means that devices trying to access and read them may not open them at this time. Most of the time, corrupted documents, photos, or videos are non-repairable so there’s really nothing much that we can do. If your computer won’t be able to open them, that’s means that those files are gone.
While not impossible, it’s rare for a file to become corrupted. The most common cause for having files get corrupted though is when something happens when files are being saved. Sometimes, an app trying to save a file may suddenly stop responding in the middle of the process, or the SD card may be removed, or the device is powered off.
To lessen the chances of files from getting corrupted in the future, make sure that you don’t interrupt the app or device when in the middle of saving something. Avoid turning off the phone when trying to move files from one storage device to another, or simply stretch your patience a little bit longer when your appears to take some time saving a file.
I have run into this issue several times on my GS6 Edge+, usually after installing a new app. The problem is that it does not seem to be any one app that causes the issue. I’ve been able to recreate the issue multiple times with multiple apps. It has happened on apps installed from the Play Store, the Amazon App Store, and even just installing APIs I have downloaded. Further complicating the issue is that the error is not specific to TouchWiz. I get the same “(whatever launcher I am using) has stopped” error with any launcher I use on the device. I have been able to recreate the error using Nova Launcher Pro, Apex Launcher Pro, Next Launcher, Action Launcher 3, Google Now Launcher, Arrow Launcher, etc. It does not matter if the 3rd party launcher was installed before or after the error message starts occurring, I still have no way of accessing my home screen once the error begins. Clearing the cache for any/all of the launchers does not seem to have any effect on the browser. The only thing that I have found to get rid of the error is a master reset, which is a royal pain considering I usually wind up getting the error again when trying to reinstall my apps. Ironically, I can load the exact same apps on my LG G4 and never get the issue, which leads me to believe that the error actually resides within TouchWiz even though it is affecting all launchers, Samsung’s customization of the Android OS, or something within Android 5.1.1 (The LG has 5.1 on it). I don’t expect you to be able to tell me exactly how to fix the issue based on the information I’ve provided because I know it contains a lot of variables, I’m just wondering if you’ve run into this error before where it actually affects all launchers, not just TouchWiz? Any suggestions? — Chris
Solution: Hi Chris. We’ve heard of some launchers crashing and leading to similar error you encounter but not almost all them in one device. The problem may be related to your S6, or may be caused in part by a separate third party app. It’s impossible to know the exact cause for an issue like this so finding the solution can only be done by trial-and-error. That master reset seems to be the only solution so far may suggest that your phone’s firmware is unable to handle a running launcher. Again, this may be a specific firmware glitch happening only to your phone, or may be triggered by another app. Whatever the true cause, it looks like this is only happening to your S6. We’ve come across almost all problems with the S6 but never this.
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