I emailed samsung support about this issue and got this reply:
When I load the camera it comes up with
Warning
Camera Failed
OK
this is a brand new phone that I only recieved on Friday and only got out of the box today. the Camera doesn''''t work. Not Good enough
Counselor answer
Dear Customer,
Thank you for contacting Samsung Electronics Australia.
We are truly grateful of your confidence in our brand, and we appreciate that you are using one of our flagship devices, the Samsung Galaxy S7 Edge (SM-G935F).
We consistently aim to provide an excellent service and support, ensuring that our products are maintaining its optimum performance and quality. Relatively, it is important for us to promptly address the two issues you are encountering on your new mobile phone. You stated that the camera of your unit is not working with an error message “Camera failed”, and the device overheats. Please refer to the information and procedures I have prepared below:
* Camera Issue
To address the camera issue, please refer to the steps below:
Step 1: Clear the cache and data of your unit's camera app.
Note: Please back up your photos before clearing the camera data to avoid data loss.
a. From the Home screen tap on Apps.
b. Then go to Settings.
c. Tap on Application.
d. Tap on Manage Application.
e. Then choose the Camera application.
f. Finally, tap on Clear cache and Clear data.
Step 2: Should the issue persists, you may perform a Factory Data Reset. This procedure may resolve all the major faults on your unit as it will restore your device to its original factory settings.
Note: Factory data reset will delete all data stored on your mobile phone's internal storage including free or paid downloaded applications. All important information should be backed up before proceeding. You can back up certain data files using the Samsung Smart Switch software.
Creating a Data Backup using Smart Switch
a. Download and install Samsung Smart Switch on your PC using the link below:
http://www.samsung.com/global/download/smartswitchwin
b. After installing, launch the application and connect your device to your PC using the supplied USB data cable.
c. You may choose if you want to back up, restore or sync. More options is placed on the upper right hand side of the Smart switch page.
Note:
* Samsung Smart Switch backup all items by default, backup items setting is also available in the Preferences.
* If you click “Backup” menu, backup will start directly without backup items selection (you have the option to select the backup items by going to "More → Preferences → Backup items).
Factory Data Reset
Note: Steps may slightly vary depending on your unit's current software version.
a. From your Home screen, tap the Menu key.
b. Tap Settings.
c. Next, tap Back up and reset.
d. Followed by Factory data reset.
e. Please read the screen carefully. If you are happy to proceed, tap Reset device.
f. Again, read the on-screen instructions and if you still wish to proceed, tap Erase everything.
g. Your phone's internal storage will then be erased and restored to factory settings.
Customer Service Plaza VIC
2/137-145 Rooks Road,
Vermont, Melbourne, VIC 3133
Phone: (03) 9210 3900
Email:
customerservice@cspmelb.com.au
The Samsung Experience Store
Highpoint Shopping Centre, Level 2
120-200 Rosamond Road, Maribyrnong, Melbourne
Phone: (03) 8588 5222
Fax: (03) 8588 5223
Email:
seshighpoint@samsungretail.com.au
- Please be advised to secure a copy of the proof of purchase in order to validate the warranty status of your Samsung product.
- Securing a complete data backup is highly recommended prior to sending the device for service to avoid data loss.
- Please make sure to remove the SIM and SD card (if any) before sending the unit for repair.
2. You have the option contacting our Samsung Customer Care hotline at 1300 362 603 for us to generate a service request on your behalf.
3. You can also generate a service request for courier pick-up service by using the link below:
http://samsung.smartservice.mobi/pickup/
Please fill out the necessary fields in booking the device for service using the link provided above.
You will receive an email containing the following:
- Downloadable connote for courier collection (This connote needs to be printed)
- Device packaging instructions will be provided to avoid any damage during transit
- A copy of the Terms and Conditions
Service disclaimer: Repair for customer induced damages (or third-party software), and items with no confirmed fault found may incur charges.
Please do not reply to this email. This email address is not monitored. If you would like to send us a reply, please use our Email Product Support page at
http://www.samsung.com/au/support/erms1. Please quote your customer reference number 8211353312 in the body of your message.
Thank you for your continued support. I hope I have provided enough information to resolve your query. We would like to know how satisfied you are with the answer you have received today. Please answer a quick survey found at the bottom of this email.
If you require further assistance, you can also contact us through these channels:
Live Chat
http://livechat.support.samsung.com/LiveChat/customer/au
Monday to Sunday: 24 Hours
Samsung Customer Care
Phone: 1300 362 603
Monday to Sunday: 24 Hours
Kind Regards,
Sheena M.
Customer Care Representative
___________________________________________________
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