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S7 Edge Camera Failed

Discussion in 'Android Devices' started by t sport 1978, Mar 9, 2016.

  1. tarponbeach

    tarponbeach Android Enthusiast

    I had this issue with my S5 from day one. Just for grins, I installed another camera app (Camera FX-Zoom), and the camera worked flawlessly. This made me suspect that it wasn't the camera, as the camera never failed when using the non-OEM app. Took the phone back to Best Buy and the Samsung rep. did a firmware re-load from Samsung's server. After that, the native camera app worked perfectly, with no failures in 2 years.

    You may want to try installing another camera app from the Play Store to see if it's the sensor, or the native app causing the issue.


  2. johnboyw

    johnboyw Newbie

    The fix for now is to turn off Smart Stay and reboot your phone. Samsung know about the issue and are working on a fix for it.
    mrmadcat, Paulj939, sirrahrc and 2 others like this.
  3. johnboyw

    johnboyw Newbie

    Lee try my suggestion. Samsung gave me this info.
  4. spotlight79

    spotlight79 Lurker

    Thanks for this info. That works, but all of us still have a faulty unit...
    #29 spotlight79, Mar 12, 2016
    Last edited: Mar 13, 2016
  5. Paulj939

    Paulj939 Lurker

    I too have had this and it's after I spent a day setting this phone up. I've read this thread and others and tried the following....
    Restarting phone = still fail
    Clearing the camera cache = still fail
    Multiple reboot & restarts = still fail

    What did work is just turning off smart stay! And restarting. No factory reset

    Not camera works fine and quick access ie double click home button works again

    Thanks johnboyw :)
    mrmadcat likes this.
  6. sirrahrc

    sirrahrc Lurker

    Thanks johnboyw . That worked for me. I can manage without Smart Stay for now, but let's hope Samsung come up with a fix soon.
    mrmadcat and Paulj939 like this.
  7. t sport 1978

    t sport 1978 Well-Known Member
    Thread Starter

    I finally have some dialogue with Samsung. Interestingly they have not admitted the smart stay problem to me and just offered me a refund.
  8. Paulj939

    Paulj939 Lurker

    Be interesting to see if your replacement has the same issue. Surely a software patch would be better that new hardware. If it's software though wouldn't that mean every S7 would have this issue?
    Does anyone know of a S7 that doesn't?
  9. t sport 1978

    t sport 1978 Well-Known Member
    Thread Starter

    That's the thing, I'm reluctant to swap it out because I don't believe there are any hardware fault. I could end up with one that actually have a real problem! I am just hanging on to it at the moment. But the moment there are any other issues, I will go for a swap.
  10. djzontheball

    djzontheball Lurker

    I emailed samsung support about this issue and got this reply:

    When I load the camera it comes up with


    Camera Failed


    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:


    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.

    * 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:


    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
    Monday to Sunday: 24 Hours

    Samsung Customer Care
    Phone: 1300 362 603
    Monday to Sunday: 24 Hours

    Kind Regards,

    Sheena M.
    Customer Care Representative
    Samsung Electronics Australia Pty Limited (ACN 002 915 648) is committed to protecting your privacy. We have asked you to provide us with personal information including your name, address and contact details, so that we can assist with your enquiry. If you do not provide this information, we may not be able to assist you.
    The information you provide will be collected by or on behalf of Samsung Electronics Australia and may be disclosed to other Samsung group companies and to third parties that help us deliver our products and services (including suppliers, contractors, dealers, agents and business partners) or as required by law. Some of these parties may be located outside of Australia, including in Singapore, Korea and the Philippines.
    Our Privacy Policy, available at www.samsung.com/au/info/privacy.html, explains how we collect, use and disclose personal information and how you may access and correct the personal information that we hold about you. It also tells you how you may contact us to complain about a breach of the Privacy Act, and how we will deal with such a complaint.
  11. MagicMarker

    MagicMarker Well-Known Member

    Not good. I got a pathetic email asking where I bought it from... Them!!!

    I did say in my email I tried the steps in the above post.

    Also, if they know about it and are fixing it... fine.. I'll wait for an update.
  12. spotlight79

    spotlight79 Lurker

    Well... got my phone replaced today... Guess what.. Same thing... So at least it really doesn't seem to be a hardware issue...
    JUAN2016 and (deleted member) like this.
  13. spotlight79

    spotlight79 Lurker

    Hey again guys! My retailer finally heard back from Samsung:

    "Samsung is aware of the camera issue and a new software binary is in the works and should be released OTA as soon as next week.
    Alternatively before releasing a new software binary to use camera normally,
    1. When rebooting the GS7, please do not use the camera as soon as device is booted on.
    (We recommend to use camera after about 2 minutes later)
    2. Please use the camera after deactivating the Smart stay feature.
    At this time, you need to reboot the device(To access Smart stay, Apps > Settings > Display > Smart stay)”

    Ok, we knew about Smart stay already. But good to finally hear something about the update. Hope this helps everyone.
    TanyaMac likes this.
  14. spotlight79

    spotlight79 Lurker

    Hey again! Well... I have my 3rd phone by now. The second had to go back because of a bad screen - green and pink hue. Now my 3rd one has a Sony camera sensor. Guess what - no more camera failed errors. So... although Samsung confirmed the update is on it´s way, it´s definitely related to the Samsung sensor.
    Snakeyeskm and KOLIO like this.
  15. mrmadcat

    mrmadcat Lurker

    ridiculous this bug could be this wide spread and they released with it. as everyone has said - smart stay deactivated, restart, and all is well. annoyingly i already wiped my phone once before samsung tweeted me back to tell me this...
    Snakeyeskm likes this.
  16. TanyaMac

    TanyaMac Newbie

    Thanks Heaps. Turned off smart stay. Rebooted and problem solved
  17. t sport 1978

    t sport 1978 Well-Known Member
    Thread Starter

    About a week ago there was a software update, at the time I had a sneaky suspicion that they would fix the camera problem with this update.

    Lo and behold, I have smart stay enabled since then and the camera has never failed again.

    What I find annoying though is that Samsung had never officially acknowledged it, rather just sweep it under the carpet and fix it in silence.

    Still, the phone has been good since.
    JUAN2016 likes this.
  18. bIOforger

    bIOforger Android Expert

    No software is bug free and developers will never admit to it, even when the proof is there, that's just life :)
    JUAN2016 likes this.
  19. TanyaMac

    TanyaMac Newbie

    Where are you and what carrier supplied the update? I'm in Australia and use optus. No update yet
  20. t sport 1978

    t sport 1978 Well-Known Member
    Thread Starter

    When the primary camera of the phone fails altogether due to another major feature is not a bug, its lame laziness is what it is.
    bIOforger likes this.
  21. t sport 1978

    t sport 1978 Well-Known Member
    Thread Starter

    Mine is a carrier free unlocked Edge in the UK, but I am using Vodafone.

    The update was only 75mb.
    TanyaMac likes this.
  22. bIOforger

    bIOforger Android Expert

    Well yea obviously, but in this case the update you received seemed to fix it by your own account, so it was a software issue in your case, which is what i was referring to.
    Snakeyeskm likes this.
  23. SwiffTee

    SwiffTee Lurker

    Nah, I have had Smart Stay off, and this is still happening to me. I'm not going to do a master reset. We shouldn't have to. That is absolute crap. I've tried all the fixes I've sen on this thread, but none of them have worked. They need to fix this now.

    This started immediately following an OTA update that I did Monday(two days ago). Wish I wouldn't have. No flashlight anymore, no camera(no camera means no mobile deposits, no pictures of family, no selfies with the kid, no pictures of anything actually). Absolute crap.
  24. Nick The Great

    Nick The Great Well-Known Member

    I get this occasionally. Will have to try the SMart Stay thing.

    I also get it where I can't take the picture in vertical mode. Like the button just doesn't 'work.' Usually rotating to horz and back will make it work. Annoying when you're trying to snap a smiling baby or something . . .

    I haven't tried a third party cam to see how that works. Never have really used one.
  25. OLDr FeZza

    OLDr FeZza Lurker

    Hi all. New member. First post. Thanks for info here (especially johnboyw :)). My 4 day old S7 Edge did the camera failed thing today. Panicked & tried a few things to no avail then found this thread and tried Johnboyw's fix. Turned off Smart Stay, powered phone off & back on & VOILA!! Camera working. Will update this post if have any more failures now.

    Have read other threads just above re a software update for a fix. No updates here in QLD as we speak but I guess I'll be dependant on my carrier for that so will have to wait and see.

    Nice forums btw :)

Samsung Galaxy S7 Edge Forum

The Samsung Galaxy S7 Edge release date was March 2016. Features and Specs include a 5.5" inch screen, 12MP camera, 4GB RAM, Snapdragon 820 processor, and 3600mAh battery.

March 2016
Release Date

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