My S7 screen is broken and black. I need to get my pictures...
CNWENDLING
Enthusiast - Level 2

My S7 screen is broken and black. I need to get my pictures off of the phone, but cannot seem to be able to transfer them without being able to use the screen. How else can I achieve this? I've tried several programs but none of them have been able to get information from an S7.

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vzw_customer_support
Customer Service Rep

CNWENDLING,

 

We're truly sorry to learn that your phone's screen is broken. Our phones contain many memories, so we do understand why it's so important for you to try to get your pictures. There have been some awesome suggestions to help in the situation, but this is a rather difficult issue. Because many options require you to have access to the device's screen, the best chance would be if the pictures were backing up to a cloud service or an SD card. You mentioned that you checked Google already, but we'd like to recommend checking Verizon Cloud just in case. Log into Verizon Cloud using this link http://vz.to/1kTHaZK . If the pictures are not there, regrettably, there isn't another option available to back them up or move them to another device.

 

ShawnteJ_VZW

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If my response answered your question please click the ?Correct Answer? button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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kathy65793
Master - Level 1

Do you have smart switch or kies ? Either one of these programs should be able to make a full backup of your phone.When you plug it into your computer it should say something like give your computer access to your phone try tapping the screen (not hard) around the middle of the phone. Maybe if your lucky it will responded by giving the computer access.

CNWENDLING
Enthusiast - Level 2

Unfortunately that did not work. Any other thoughts or ideas? We are running into an issue with Verizon because they will not just replace the led screen and want to send us a new one. While a new one might be nice it does not have the pictures on it and that is frankly what we care more about.

jrh4054
Specialist - Level 3

Have you backed up your phone to either the Verizon cloud or the Google cloud?  If you haven't and can't get the phone working, you may be out of luck.  Have you tried the power-home-volume down button combination to start the phone?

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CNWENDLING
Enthusiast - Level 2

My phone was set to sync to google once a week and that apparently didn't happen. I tried all the button combinations and no luck. I am still getting vibrations from texts and the home lights are on at the bottom of the phone..the screen is just completely black.

I'm going to attempt to call Samsung support or possible Verizon support today and see if they have an suggestions. It's crazy to me that we can make phones that have facial recognition, but can't have phones that are so difficult to get data off of when they are broken! Hah

vzw_customer_support
Customer Service Rep

It's never a good thing when our devices stop working. I apologize for the experience. When you have a black screen, you can still be able to move media if the device powers on. Your phone has connect options when [lugged into a computer. This is referred to as mass storage mode by many. While we cover many device functions, we are not the device manufacturer. This means there are some functions that we may not support. Let's cover as much as we can. Do you have a PC available? This link is labeled to assist with videos but it covers all media:https://www.verizonwireless.com/support/knowledge-base-203776/. BobbyN_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the ?Correct Answer? button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

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jrh4054
Specialist - Level 3

Have you tried connecting the phone to a computer to see if you can find the pictures and copy them to the computer?

stef7
Master - Level 2

Right, maybe the OP will find themselves in Transfer mode when they do so (Windows might pop up a dialog asking what action to take... I'd pick the file browser).

Alternatively, SmartSwitch with a microUSB to microUSB male to male OTG cable and another Android phone?

How about:

2 Ways to Access Android Phone with Broken Screen