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AnnoyedCust's profile

Contributor

 • 

3 Messages

Wed, Jan 18, 2017 1:38 AM

Samsung S7 Edge Visual Voicemail

Hello there, 

 

I "upgraded" from the Note 4 to a S7 Edge a few months back. On my Note (and one time on my S7 Edge) I was able to share voicemails off my phone. It allowed me to free up space on my phone while still saving important and valuable messages to my Google Drive. I now have reached a point where when I select "Share"....nothing happens. 

I know of the "audio trick" with Audacity, however, that's not a route I want to go down. 

I've contacted AT&T with hopes of a solution, but it didn't go far.

Has anyone else figured out a solution to this issue?? I really need to save the voicemails I have. 

I'm ok with using a 3rd party app - but from my knowledge, my current vms wouldn't be carried over, and the app would only save further voicemails. 

Any insight would be helpful.

ATTHelp

Community Support

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176.1K Messages

5 y ago

Hello @AnnoyedCust!

 

Being able to save your voicemails is an awesome option, I am so sorry to hear you have been having trouble with this issue. It would be my pleasure to help with a resolution!

 

Wiping cache partition may be able to help with this issue. You’ll want to start with your phone turned off. Press and hold Volume Up, Home and the Power buttons all at the same time. Once the phone vibrates let go of the Power and Home button, but continue to hold the Volume Up key until the Android System Recovery menu displays. You’ll use the Volume Down key to navigate to Wipe Cache Partition and press Power to select it. When the Reboot System Now is highlighted, press Power to restart your phone.

 

Please keep us updated! Thank you for joining the Forums and have a wonderful rest of your week!

 

Michelle, AT&T Community Specialist

Contributor

 • 

3 Messages

5 y ago

Hi Michelle, 

 

I followed through the provided steps, but unfortunately that didn't work.

ATTHelp

Community Support

 • 

176.1K Messages

5 y ago

Hello again @AnnoyedCust!

 

Thanks for coming back and letting me know wiping cache partition didn’t work for you. Let’s see if we have a few other options to try.

 

We can try using Safe Mode prior to master resetting the phone, and see if you are able to share/save the voicemails.

 

To place your phone in Safe Mode,

  1. Please power the phone off.
  2. Press and hold the Power button past the Samsung Galaxy S7 screen, you want to see the regular SAMSUNG screen.
  3. Once this screen appears, release the Power button.
  4. Immediately after releasing the Power key, press and hold the Volume Down key.
  5. Continue to hold the button until the phone fully restarts.

 

Once the phone is in Safe Mode, please attempt to share the voicemail again. To remove Safe Mode, simply turn your phone off and back on again.

 

You may also want to clear cache on the voicemail app itself. This can be done by heading to Settings > Application Manager > More > Show System apps > Visual Voicemail > Storage > Clear Cache.

 

Another option is to reset app preference. You’ll want to head to Settings > Application Manager > More > Rest app preferences.

 

If the issue still persists, the only fix may be a factory reset of the phone. This will erase all information on the phone, so you will want to make sure you are able to save the important voicemails prior to completing this step. You may be able to use another phone to make a recording of the voicemail and save it as an audio file. If you want to use a 3rd party application from the Google Play Store, I recommend researching the application and reading the reviews, so you can be assured it will complete the action you are needing.

 

To complete a master reset as well as back up other important information you can check out our Device Support Page. Once there select the Samsung Galaxy S7 Edge > Tutorials > Backup & reset to view the backup options.  For the steps on how to complete a factory reset, please head to Tutorials > Troubleshooting > Reset Device.

 

Hope this helps out! Have a fabulous week!

 

Michelle, AT&T Community Specialist

Contributor

 • 

3 Messages

5 y ago

The issue sadly still stands - but thank you so much for your help Smiley Happy

ATTHelp

Community Support

 • 

176.1K Messages

5 y ago

Hey @AnnoyedCust!

 

I am so sorry these steps did not work for you. There may be a software issue within the phone which is causing the option to no longer work for you.

 

Since the master reset did not fix the issue, you do have the option to complete a warranty exchange on the device. You will want to make sure there is no physical or liquid damage to the phone, which does void the warranty.

 

I hope this helps out, thank you so much for keeping me updated!

 

Michelle, AT&T Community Specialist

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