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New Member

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5 Messages

Sun, Feb 16, 2020 5:31 PM

S7 is stuck in airplane mode, no wireless connection

I have no wireless connection, just a slashed circle icon. The airplane mode is turned off, but illuminated.
A hard reset didn't work. Any other ideas?

Responses

Brand User
ATTHelp

Administrator

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112.5K Messages

2 months ago

Greetings @BillNilly,

 

We hate to hear that your S7 is stuck in airplane mode and that you haven't had wireless connection. We'd like to try to assist you with getting this fixed. But, before we can we'll need to ask you some questions.

  • How long has your phone been in airplane mode?
  • Are you aware of others experiencing this issue? 
  • Do you have warranty or insurance on your S7?

Feel free to let us know to better assist.

 

Jacob, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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5 Messages

Hi, thank you for replying.

I have been without service for 3 days. My phone died overnight and when I charged it it had lost connectivity. It isn't exactly in airplane mode - I have wifi, but the airplane mode symbol was illuminated. The phone died overnight again last night and this morning the airplane symbol was off, but still no connection.
I have found that others have had this issue, bur it is not common. I tried various things: safe modes, reboots, etc before doing the wipe/factory reset. One theory I found is that the phone died while being updated. I suppose this could be a possiblity, and I imagine it could mess it up.
The phone is not under warranty, and the only insurance I have is for hardware at a fix it shop. I did have the lcd screen replaced the day before it stopped working and it worked great for the next 12 hours before dying overnight.
Brand User
ATTHelp

Administrator

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112.5K Messages

Hello there @BillNilly!

 

If your phone hasn't completed installation of the latest software (Settings > System > About Device), you'll want to take steps to do just that after trying to resolve your Wi-Fi Connectivity issue:

  1. Go to Settings > Wi-Fi.
  2. Select your Wi-Fi network and tap Forget.
  3. Power off your device then power it back on.
  4. Go back into Settings > Wi-Fi and reconnect to your network. You will be required to re-enter your Wi-Fi password.

Afterwards, if connectivity returns and is stable, you'll want to connect your device to a wall socket and follow these steps to update your software.

 

We hope this info helps.

 

Lar, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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5 Messages

Thank you, I will give that a shot.

I have no problems with my wi-fi, but I don't have mobile phone/text/data.

A question: when I did the factory reset, would it have included the latest update?
Brand User
ATTHelp

Administrator

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112.5K Messages

Hey @BillNilly!

 

That's great news that you have no issues with Wi-Fi since performing a software update requires that your device is connected to Wi-Fi for faster and efficient install.

 

Also, a factory reset doesn't install the latest update for your device. The action just removes all user data (such as account, passwords, etc.) and clears data in internal storage, so feel free to use AT&T's Device Support to proceed with updating your software.

 

We hope this info helps.

 

Lar, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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5 Messages

Ok. I checked for updates and got the message "Software update interrupted.
No updates available, check again in 24 hours"
I repeated the action and got " Current software is up to date"

On the first software tab it has the " Check for updates", and below that, "Continue update", which is dimmed. Any idea what that means?

Thank you for your support.
Brand User
ATTHelp

Administrator

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112.5K Messages

Hello again @BillNilly!

 

You may want to perform a soft reboot of your device (power completely off then on again) then check your software update again.

 

If issues persist, since you've already performed Factory Reset, it's recommended that you contact Samsung Customer Support to find if they have a recommended solution to resolving your Galaxy S7's current experience.

 

We hope this information is useful.

 

Lar, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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5 Messages

Thanks so much for your help!
Brand User
ATTHelp

Administrator

 • 

112.5K Messages

Anytime @BillNilly!

 

Thank you for your participation in Community & Forums. We're here if you have any other questions with AT&T products and services.

 

Hope you enjoy the rest of your week.

 

Lar, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
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