Samsung Galaxy S7 Overheating and Battery Drain / warranty

Ninjiggilo
Enthusiast - Level 2

I've had my S7 for less than a year now and my phone will overheat during normal use (i.e. no video, music, games, or heavy apps).

It will fully charge to 100% and after 10 minutes of use it will be at 60% and if it reaches below 40% battery, the phone will shut off and the battery will be effectively drained. Is there a warranty for battery exchange or warranty for defective and/or overheating? Obviously this is a concern because even when it's not in use it will sometimes overheat. One occasion is when it is placed under something or in a pocket. No recently added apps, and it is frequently turned off, whether by overheating or manually.

Thank You

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19 Replies
vzw_customer_support
Customer Service Rep

Ninjiggilo,

 
I definitely understand how having an S7 that drains quickly, shuts down at 40% and overheating can be a concern. Allow us to troubleshoot your issues. In regard to your safety, what message are you receiving when your device overheats? Describe to me what happens (uncomfortable, odor, etc...) when your device overheats. When did you start having issues with your battery? What is your current software version? I'd like for you to perform a device health check by following these steps http://vz.to/2b9FmqQ. Please advise us of any alerting (red) icons.

 

CoreyM_VZW

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Ninjiggilo
Enthusiast - Level 2

Hi,

When the battery overheats it simply shuts itself off and when trying to

turn the phone back on, I receive the dead battery image. The one with the

cable and outlet. I have attached two images. One of the software version

and the other of phone usage. I haven't used the phone much today. The

device check-up link you provided does not work. But through the Verizon

app I performed a diagnosis check-up. All was found to be in good working

order.

Thank you

Tory [removed]

Personal content removed as required by the Verizon Wireless Terms of Service​.

Message edited by Verizon Moderator.

vzw_customer_support
Customer Service Rep

Ninjiggilo,

 

A dead phone when you should have that much battery left is a major concern. I want to make sure we get this back to working so you can count on your service. The images didn't post but what was showing as using the most battery? Was the software showing up to date? Are all of your apps on the phone up to date?

 

AndrewT_VZW

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Ninjiggilo
Enthusiast - Level 2

Here again is one example of battery usage. This one a little more clear of

what I'm dealing with

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Ann154
Community Leader
Community Leader

If you had an image attached, it isn't here. You need to post images directly to the thread on the website and can't send them as a reply via email.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

kathy65793
Master - Level 1

When you check the battery what is it saying that is using most of the power? Is it the android OS, android system?

kathy65793
Master - Level 1

Have you cleared the cache partition in the recovery mode lately?

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Ninjiggilo
Enthusiast - Level 2

No I haven't tried starting it in recovery. That's a good option to try I suppose. I would like to mention that the phone is in battery saver mode because otherwise the phone wouldn't last more than a few hours.

vzw_customer_support
Customer Service Rep

Ninjiggilo, we are not giving up hope on your concerns.

Another troubleshooting step I want to try is to simply disabling the Gear VR Service until Oculus sends an update fixing the problems.


1. Go to Settings > Applications > Application Manager.
2. Locate Gear VR Service.
3. Uninstall or disable.

 

Do you see this as an option? Also before uninstalling or disabling, however, simply open the app and see if it fixes the issue. Sometimes an Oculus update pushes itself through when the app is opened. The update seems to fix the problem. If it doesn’t, try the above fixes to see if you get rid of these problems.

 

 

TakendraW_VZW

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kathy65793
Master - Level 1

I think it may help since the android system and android os is really high for the phone being on for less then 4 hours. Also the screen seems high for the phone to be on battery saver mode.

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Ninjiggilo
Enthusiast - Level 2

Here is the battery usage screen. I apologize about the delay. This doesn't quite do it justice because the phone will shut down at any percentage under 70 if it's too warm. The battery percent will also drain dramatically if I use any app for longer than 10min. Including using spotify with the screen turned off. The phone did that this morning. Shut itself off at 40% when I used spotify to listen to music for 15 min this morning and then afterward I went to check a message and it shut down.

Do you think that doing a factory reset would fix the battery issue? Cuz the way it feels; the battery is overused. As if the ions are depleted. I ask because this whole thing just feels like the battery is having the worst time of it's life.This wouldn't be an issue but I can't manually replace the battery - nor can you take it in with a S7.

Thank youScreenshot_20171218-102607.png

vzw_customer_support
Customer Service Rep

Tory, I appreciate your time in responding and posting the picture of your phone battery information. I'm sincerely concerned about the battery overheating this way since your safety is of the upmost importance to us. Trying the phone in Safe Mode is a good option to test the battery drain, as well as a full reset of the phone:https://www.verizonwireless.com/support/knowledge-base-205096/. However, if the overheating does not improve, I would definitely recommend taking the phone into one of our corporate stores for a hands on evaluation. www.vzw.com/stores

TanishaS_VZW

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kincaed
Contributor - Level 2

Don't know about anyone else but under Applications Manager the options to both Disable and Force Stop are greyed out for Gear VR service. While I am not having serious issues like the original poster the service is having a negative impact on my battery life and it's pretty ridiculous that it has to be running when I have absolutely zero need for it.

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kathy65793
Master - Level 1

I was able to force stop the gear vr service but have to go through all that again if I restart

my phone. There should be a way to disable this app and the game tools and the

game optimizing service. They just are not the kind of app I use or need. I wish they would

let us decide on this type of app.

kincaed
Contributor - Level 2

Doing some more digging I found that there are a chain of apps/services that relate to one another. The reason I was unable to force stop Gear VR was that Beaming Service (Beaming Service for Samsung - Android Apps on Google Play) was running. You cannot disable Beaming Service but you can uninstall it. It's really not necessary/critical but it's a standard Samsung bundle thing.That said, it'll wind up being reinstalled one way or another. Now, frankly, beaming service has been around awhile and before Gear VR if my memory is right so... again... it's ridiculous that I cannot disable Gear VR. I have no Gear VR or any VR-related accessories for my phone yet the Gear VR service has to be installed/running  and has used 13% of my battery since I last fully charged it. The logic there is... lacking.

NOTE: Just because I said the Beaming Service isn't critical doesn't mean people should just go and uninstall. It could break other apps that make use of it. If you don't know what you're doing don't just go killing apps/services/processes, disabling things, and uninstalling things.

kathy65793
Master - Level 1

That is really weird I can force stop beaming service on my phone but can not uninstall it. It has used 6% of battery (1 day 15 hours so far on battery} and I never use it that I know of. I do believe you are right about the beaming being around for awhile. I have it on a old droid that I have. I wish there was an app that would tell you like on a computer which apps feed off of other apps. Once again thanks kincaed I have learned something new today from your post.

vzw_customer_support
Customer Service Rep

kincaed, I understand the importance of having great battery life. Help is here. The ability to force stop is here for the device as well as uninstall updates which should help with the battery but unfortunately, Google and Samsung has designed the phone so that this application cannot be removed. Please see the link provided for the steps to uninstall applications. http://spr.ly/6581Dysmf

 

NatashaA_VZW

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kincaed
Contributor - Level 2

natashaa_vzw​ Thanks for the reply. I understand, of course, that there are things bundled by Verizon and those that Samsung has bundled that are beyond Verizon's control. Unfortunately, I get irritated in both cases because most of these decisions aren't really about customers, IMHO, but rather about the money that changes hands for pre-bundling things that waste space and can potentially negatively impact performance.

Yes, I have already disabled all the annoying Verizon-bundled apps as well as any Samsung ones that I am able to via uninstalling or disabling in the Application Manager. Unfortunately, that doesn't resolve all issues of completely unnecessary apps/services wasting battery and really comes down to Android development as well as Samsung's own programmers, etc. Regardless, I managed to disable Gear VR and the Beaming Service via a third-party non-root method. Pretty sad that this was required but such is life.

NOTE: For those interested I will not be saying how I disabled the apps/services because I am evaluating the benefits. I will also not accept the responsibility of someone who doesn't know what they are doing doing something that they shouldn't and bricking their phone because they did something that they should not have.

stef7
Master - Level 2

First step, go into System Recovery / Boot Menu and perform a System Cache Wipe.

If that doesn't help, perform a Factory Device Reset, aka Factory Data Reset (FDR).

If that doesn't help, you get the battery replaced.

Samsung Galaxy S7 Battery Replacement - iFixit

Generally when a phone gets hot, it's because the radios are in constant use, or the GPU and/or CPU is running at a high clock speed, or both. Performing the Cache Wipe and FDR (if necessary) should stop a rogue program or OS service from constantly using the radios, or forcing the GPU or CPU to a very high clock speed.

The second reason a phone gets hot is a battery issue. Batteries will get warm if there is some internal short. They may get so hot as to cause a fire. If your phone is shutting down, it may be doing so because the CPU is getting too hot and if that's because of the nearby battery, that's not a safe situation. You may have a defective battery. From the link above, you can see what is involved in replacing the battery yourself.

I'd call Samsung and Google a replacement service to find out what it would cost to have it done for you.