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The Samsung Galaxy S24
hfishman's profile

Tutor

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11 Messages

Monday, September 3rd, 2018 12:20 AM

S7 Active Battery, Moisture in charging port problems

Frustrated!  I have a S7 Active.  About a month ago after a system update, the battery life on the device was greatly reduced.  It maybe lasts 6 hours.  There was another system update last night, and now I get a "moisture in the charging port error.  The phone was nowhere near any moisture, not is it humid, etc.  Is this thing crapping out?  I tried clearing the USB cache, and wiping the system cache but still have the problem. Any suggestions????

Accepted Solution

Official Solution

Community Support

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232.8K Messages

6 years ago

Hi, @hfishman,

 

It honestly sounds as if there's an app that is now running constantly following the software update. If you're not noticing any changes in the apps and all of them have been updated, this will be time consuming to check.

 

It maybe that the battery has hit the end of its life cycle. Dial *#*#4636#*#*. On some Samsung devices, but not all, this will open up a hidden Android test menu. tap the battery information option. If the code works on your Active, you should be able to see your battery's health. This should let you know if it really is time to replace and upgrade your device.

 

Let us know what you find!

 

James, AT&T Community Specialist

Community Support

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232.8K Messages

6 years ago

Hi, @hfishman,

 

We'd love to help with your battery and ports following the updates. Check your apps and see if any need to be updated themselves. If so, update them. This could be the cause of the battery drain.

 

Check and see if moisture did work its way into your phone. Pop the SIM card tray and take a look at the sticker inside. If the sticker is red, pink, or purple instead of white, you have water damage. There may still be liquid residue in the port area. use a Q-tip to clean it. After, restart your S7.

 

Let us know how these steps worked!

 

James, AT&T Community Specialist

Tutor

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11 Messages

6 years ago

Hi James, thanks for your reply.

 

I did both of those.  All apps are updated.  The SIM card is white with the orange/blue logo.  I tried to dry the USB port with a Q-tip and tried compressed air.  As I mentioned, I don't believe there is any moisture in the phone.  I believe that the last software update may have caused some kind of issue.

Community Support

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232.8K Messages

6 years ago

Good morning @hfishman.

Thank you for letting us know what steps you have taken to date.

How is your Samsung Galaxy S7 active (G891A) responding? Are you still getting the 'Charging Port Moisture' message? It can take 2 hours for any moisture to evaporate from the charging port. Long-term moisture exposure can cause corrosion.  It's imperative to resolve this as soon as possible.

Once you can charge your device by the charging port, we can start isolating the battery or power issues. If you can charge your device, we suggest using the AT&T Troubleshoot & Resolve tool to isolate the issue and provide a customized solution.

 

We hope this helps. Please provide updates as they become available.

Kenneth, AT&T Community Specialist

Tutor

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11 Messages

6 years ago

Hi Kenneth,

The charging port issue is still there.  It's been several days since I first started getting the message (which occurred right after a system update).  I have tried all the suggested methods to try and resolve it.  I tried cleaning the charging port with alcohol/Qtip, wiping the system cache, clearing the USB data/cache, tried several different chargers/cables, blowing into the port, computer dust cleaner, etc.  Luckily I have a wireless charger.  However, the battery life puts me a huge limitation.

 

I have tried several things to resolve the battery issue as well (which, incidentally, started right after a system update also).  All my apps are up to date.  While I can probably extend the life (changing the power settings, brightness, turning off wifi, Bluetooth, etc.), I shouldn't have to.  The phone worked fine prior to a system update.  I feel I shouldn't have to sacrifice my usage due to what I feel is a software problem.  

 

Unfortunately, I will probably file an insurance claim.  According to a representative, I would probably get a S8 Active to replace my S7 Active.  I question whether I will have the same issues with the new device - if not immediately, then soon after.

 

 

 

 

Tutor

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11 Messages

6 years ago

Thanks James, I tried that menu but the battery information does not show.  I tried *#0228# but that just shows me the battery status.

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