Black screen on Galaxy S7 Active.

Hello @Jules292!

Whenever your new phone won’t power on it is definitely concerning! I would love to work together to get your device working properly.

I recommend a soft reset on the phone to see if we can get your screen responsive again. You will want to power the phone off. Once it is off, press both the power and volume down buttons at the same time until you see the Samsung Logo. When the logo appears on screen, go ahead and let go of both buttons. Check to see if the screen powers up fully.

If a soft reset does not work, you can head one of our local Device Support Centers, which offer hands-on troubleshooting and can assist with warranty claims on eligible devices. There is also the option of heading to a Samsung Experience at a local Best Buy shop. Experienced Samsung Techs can also check out the phone and help get it working again.

If there is not a Device Support Center near you, you can always complete the warranty exchange process online or over the phone. You will want to make sure there is no physical or liquid damage to the device, as this can void your warranty in some cases.

I hope this helps, thanks for reaching out!

Michelle, AT&T Community Specialist

Try this:

You must have the CHARGER PLUGGED INTO YOUR PHONE.
Then, press both Volume-Down and Power keys, hold for a while (10-15 seconds) and release them as soon as the screen gets black.

When the phone is not charging, this procedure restarts the system, but if it's charging, it turns the power off!

Bill

no I tried everything my screen is black no blue lights no red lights had this phone for 15 months order it on line from at@t when I got it it was in a bubble envelope and charger that was it no instruction come to find out my warranty and insurance expired with out me knowing it took it to the att they couldn't help when I said it was a active they said ohhhhhh so now I'm stuck paying on a phone that does not work and a phone I can't use I called places like Best buy but they say they won't work on the active cause it's waterproof I will never buy another waterproof phone really disgusted with att and this phone I wouldn't recommend this phone to no one

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@Greeneyed wrote:

no I tried everything my screen is black no blue lights no red lights had this phone for 15 months order it on line from at@t when I got it it was in a bubble envelope and charger that was it no instruction come to find out my warranty and insurance expired with out me knowing it took it to the att they couldn't help when I said it was a active they said ohhhhhh so now I'm stuck paying on a phone that does not work and a phone I can't use I called places like Best buy but they say they won't work on the active cause it's waterproof I will never buy another waterproof phone really disgusted with att and this phone I wouldn't recommend this phone to no one

 

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Don't call Best Buy.  Instead, take your phone directly to a Samsung Experience Center, which is located inside most Best Buy stores.  They may be able to help, or at least definitively diagnose the issue.  

I understand why the places you've called stated they would not do work on an Active.  Obviously, opening the case (if needed) would have a negative impact on the device's waterproofing.  However, as your device is out of warranty and uninsured, I doubt if you care a fig about its waterproofing state at this point, and would just like to get it working again.