Galaxy S7 crashed screen is blacked out, what wrong with it?

[AC Question]

Galaxy S7 crashed screen is blacked out.

Just bought Galaxy S7 not even a week later, it crashed in the middle of a text and won't come back up. I know it's on because when I hit the volume key it pings out the sound letting me know it's at full volume. What is wrong with it? The screen is black and the phone won't function.

 

[B. Diddy]

Welcome to Android Central! Press and hold Power and Vol Down for 15-20 seconds to force a shutdown, then power on again normally. Does the problem persist?

 

[jackxt]

Hi.

I just registered to report this aswell.
As I was chatting on Messenger, everything froze. No buttons responded to anything (holding, etc) in my case. Even charger didn't show any light.
Screen then went completely black and it was like a dead phone.

Thank god it restarted after holding power+volume down. I thought its only needed to hold the power button.
I hope this is not manufacturing problem and it's just software.
This scared me.

 

[stuck limo]

This is a known issue and you need to go to into the Recovery mode to fix it. It crashed on me right after a phone call in Vegas. I had to stop some guy with a smartphone and ask him to Google instructions for me on how to fix the issue. Really embarrassing, especially as my phone was literally my lifeline as to getting around (Uber) and calling my family where I was staying.

 

[Gracejames285]

This is a known issue and you need to go to into the Recovery mode to fix it. It crashed on me right after a phone call in Vegas. I had to stop some guy with a smartphone and ask him to Google instructions for me on how to fix the issue. Really embarrassing, especially as my phone was literally my lifeline as to getting around (Uber) and calling my family where I was staying.

My husband got an s7 3 days ago andit has done this 6 times already! ! Can we fix it, or do we just need to replace it? Factory reset didn't help

 

[Gayle Lynn]

Re: Galaxy S7 crashed screen is blacked out.

Happened to me. Faulty charger? Heat? Was 3 days old. Soon couldn't even do even full reset, could not see screen.

Took ATT a week to get new phone to me, would not FedEx overnight so much for _ yrs and insurance. Had to buy cheap phone to get buy, ATT gophone sim card and plane.

New phone has a higher build revision.

I did find others, older threads from March-April but this happened to me in mud July.

 

[Bold9930]

Welcome to Android Central! Press and hold Power and Vol Down for 15-20 seconds to force a shutdown, then power on again normally. Does the problem persist?

Any idea if there's a specific cause for this occurring randomly to users? HW, SW?

 

[my3cs]

Hey so , mine just crashed today ! Mid call with one of my most important accounts . I tried everythin and nothing has worked . Still blank screen and phone gets hot if I try to hook it up to a charger ( EVEN THOUGH I WAS AT 95% ) I then went to Verizon and they had no luck , They are sending me a new one tomorrow , but that doesn't make up for this inexcusable system malfunction as I am losing thousands . I thrn tried to call Samsung and they had no answer . !!!!!!! What did you do ???????

 

[B. Diddy]

Any idea if there's a specific cause for this occurring randomly to users? HW, SW?

Sorry, I don't have any inside info on this. It could be a hardware defect, a firmware bug, or possibly some common app that all of these users have that might be causing instability.

 

[Bold9930]

Hey so , mine just crashed today ! Mid call with one of my most important accounts . I tried everythin and nothing has worked . Still blank screen and phone gets hot if I try to hook it up to a charger ( EVEN THOUGH I WAS AT 95% ) I then went to Verizon and they had no luck , They are sending me a new one tomorrow , but that doesn't make up for this inexcusable system malfunction as I am losing thousands . I thrn tried to call Samsung and they had no answer . !!!!!!! What did you do ???????

I'm not sure that getting a new phone will solve the issue. I got a new S7 several weeks ago and it's happened to me just once. But yes, for critical business related stuff and calls, it's show-stopper I agree. I would think/hope that Samsung addresses the issue and a remedy because if they keep selling phones, their warranty department will getting pretty busy. Both VRZN and Samsung can only accept so many returns and after some point, they will be forced either to stop selling them or offer fixed phones for all of us that have them now.

In short, it's gonna become a serious issue for carriers if this continues, which I believe it will.

 

[Raul Huber]

Re: Galaxy S7 crashed screen is blacked out.

If you used Facebook pre-installed link, it's the one causing the crash. Had the same issues.

Uninstall and reinstalled from Google play.

 

[B. Diddy]

Re: Galaxy S7 crashed screen is blacked out.

If you used Facebook pre-installed link, it's the one causing the crash. Had the same issues.

Uninstall and reinstalled from Google play.

This is curious--are you saying that installing Facebook on the phone using a preinstalled shortcut causes the phone to crash unpredictably? Where does the link direct you--not Google Play Store? Also, just to be sure, can you confirm that the Facebook app itself isn't preinstalled, but rather just a link?

 

[Gayle Lynn]

Re: Galaxy S7 crashed screen is blacked out.

Mine was overly hot. Black screen and 3 days so it was working hard what with all the updates, installing and what not.

Died.

Only had green text output on startup, then not even that.

Replacement took a week, had new rev ID and zero trouble. Hardware.