s7 edge - wont update since june 2017. It's November now, and oh, the reboots!

Question

Hi. on my 3rd s7 edge. I went to att store for similar problem - they had me replace my phone.... same problem in 2 weeks.

Android version 7.0

security patch level June 1, 2017

kernal version 3.18.31-11614766

My phone reboots on its own, OFTEN. It will not update past June 1, 2017. I get messages for updates. Phone will go into reboot mode for HOURS (and get so hot I've put it in the refrigerator). After the battery runs down since I can't break it out of its cycle with a soft or hard reboot, it will restart itself on its own. When it finally does restart, I get the message that the phone could not update. This is very frustrating!

On top of that, basic installed apps wont work, such as messaging, chrome, and google app. I get constant pop ups that they are closing. If I were rich, I'd get a different phone, but, I'm still paying off the original one! (which was gold, btw. Replacement sent me a black one. 😞 . but, I digress. I can't run Amazon. Waze thinks it's offline, yet Maps works fine. Had to install google ALLO for messaging. I use camera, chrome, google calendar, Android Auto, Samsung pay, and a couple very safe games. This should be neither difficult, nor taxing.

Any ideas what's up? Why the CONSTANT battery eating reboots, and how to stop them? Is this a motherboard issue? Why can't I update? Why won't google products work that are bloated on? I'm ready to downgrade back to my galaxy 3 Note!

ATTHelp · Answer

Hello @txnurse,

Thank you for reaching out on the Community Forums. I am sorry to hear you are having so many issues upgrading your device. I would be happy to help.

First, let's try clearing the Cache Partition. There could be some temporary data which is conflicting. This will not erase any personal information.

Hold down Home + Power + Volume Up until Fastboot menu appears.
Use Volume to highlight Recovery and press Power to select it (if you see the robot on its back, hold Power and press Volume Up once to access the Recovery menu).
Use Volume to select Wipe Cache Partition and press Power to confirm.
Once the system cache is wiped, reboot the device.

Next, it could very llikely be a downloaded app causing the issue. To see if your device's performance improves without the apps, please start the phone in Safe Mode. This will disable third party apps.

Turn the device off.
Press and hold the Power key past the Samsung Galaxy S7 screen.
Release the Power key when SAMSUNG appears on the screen.
Immediately after releasing the Power key, press and hold the Volume Down key.
Continue to hold the Volume down key until the device finishes restarting.

*Restart the device to exit Safe Mode.

If the device runs better while in Safe Mode, I suggest deleting all third party apps and install them one by one until the culprit is found.

Lastly, please use our Troubleshoot & Resolve Tool for further assistance. Make sure you are signed into your myAT&T account and then choose Software for the issue. I hope this information helps, and please have a wonderful week!

Jessica, AT&T Community Specialist

AT&T Community Forums

txnurse

s7 edge - wont update since june 2017. It's November now, and oh, the reboots!

ATTHelp

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txnurse

s7 edge - wont update since june 2017. It's November now, and oh, the reboots!

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