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Let it be known that I'm experiencing the same thing with this firmware update. I can't even get to the hard reset menu because it loops at "recovery booting...." and "Installing system update."
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This firmware update is causing serious issues. I chose to perform the update yesterday evening and since then my phone has exhibited many weird behaviors. 1. Phone restarts many times on its own.
2. Sometimes it gets stuck on the T mobile screen when it is attempting to restart.
3. The battery is misbehaving.
4. Whenever I try to go to an app or perform some operation on my phone it restarts again .. urgggg!!!
T - Mobile can you let us know what you are going to do about this update and the weird things happening to our phone after this update. ?
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Hey, magenta4664115 and shadowplay_jw.
I'm so sorry to read about your phones! I checked for known issues with the S7E and currently there aren't any listed for this most recent Samsung Galaxy S7 edge software update. It sounds like you're both either in the process of troubleshooting (or making your best attempts to complete troubleshooting -- that's a bummer shadowplay_jw). I'm sorry to say that beyond what you've already attempted, the next step in a situation like this would be a master reset. I can totally understand why folks are hesitant to do this -- losing data is frustrating. I have to confess I'm not sure I appreciate enough about Google Authenticator to understand the issue -- is it possible to install Authenticator on a second device and regain access to the same accounts?
Ultimately, the troubleshooting steps for this situation are relatively basic -- you'd want to try to simulate a hard reset, and complete a cache wipe if you're able to access a menu to do so. If not, the last step would be a factory reset. If the reset resolves the issue, awesome! If not, and the device is still under warranty, or covered by an extended warranty, then you'll just need to Contact Us we can help with an exchange. If the device is out of warranty, then your next best bet would be to contact the manufacturer to see if they have any suggestions or insight -- or possibly a repair program.
Right now we don't have a known issue listed for this software update, which may mean that there simply haven't been many reports of trouble yet. Have either of you had the opportunity to reach out to our Tech team and walk through this process so far, or see if you're eligible to complete an exchange? -
Hey, vnt_manu -- I missed your reply while I was replying myself. It stinks to read that your phone and the update aren't cooperating. Crashing, freezing, or unexpectedly restarting can make you feel like you're dealing with a possessed device. Have you had a chance to do a cache wipe since completing the update?
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Hello Marissa,
I wiped the cache as suggested and I am still experiencing the same issues. I have Tmobile Jump plan on my phone.Can you let me know what can I do in this case. I badly need my phone to work since I cannot work without using my mobile
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That's actually great news, vnt_manu -- JUMP! is a form of Premium Device Protection, which extends your warranty, so your device should be eligible for exchange even if the standard one year warranty is expired. Please Contact Us and let our teams know what's happening and what steps you've gone through thus far. Just as a heads up, the last step prior to a device exchange is a Master Reset, but it sounds like you've already done everything else! Our tech team can walk you through it, or if you don't have another line to call from our T-Force team on Twitter or Facebook can help with that, too.
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Thanks for your reply. I am trying the Factory reset now and if the phone still does not work after a factory reset I will probably go to a T mobile store and ask for a replacement
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Sounds good, vnt_manu! I hope the reset does it and it doesn't come to an exchange. Please keep us posted on the results!
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The factory reset did not solve the issue and somehow seems to make it worst..
Do you know what options will I have once I go to the store and also whether I would be able to get a replacement today itself ?
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I'm sorry to read that it made the issue worse! How so? Did you restore from a backup of the device, or did you have an option to set it up as a new device?
Regarding the process when you visit, we don't have replacement inventory in retail locations, but we'll take a look at the phone and help you order an exchange replacement. If the store is nearby we'll typically have it shipped there, and get a good number to reach out to you when it's in. That way we can help you get set up when it arrives!
It's such a bummer to read that it isn't working any better.-
I navigated to Settings -> General Management and Reset.
I did not restore the backup and chose to set it up as a new device.
It sucks !!!!
I will visit the store and check my options.
Thanks for your help.
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Thanks for clarifying. Sorry it's still not working! Please to let us know how the replacement works out for you.
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