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Ashik
Ashik, Android Tech
Category: Android Devices
Satisfied Customers: 10572
Experience:  Personal Experience with many Android devices and versions
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I have a Samsung Galaxy S6 phone and when I receive an email

Customer Question

I have a Samsung Galaxy S6 phone and when I receive an email with a .jpg attachment the picture will not load
Submitted: 1 year ago.
Category: Android Devices
Expert:  Ashik replied 1 year ago.

Hi and Welcome. My Name is ***** ***** I look forward to assisting you today with your question.

How did you clear the Gallery settings ?

Customer: replied 1 year ago.
Settings
Applications
Default applications
Gallery
Now when I try to preview the attachment I have the option of previewing the file with gallery or Photos but both just give me a black screen with "Couldn't load photo" message
Expert:  Ashik replied 1 year ago.

Are you using the Email application or Gmail application ?

Customer: replied 1 year ago.
Email
Expert:  Ashik replied 1 year ago.

I want you clear the data for these apps. Go to Settings > Applications > Application Manager and swipe to All tab. Then find Email app. Then Force Stop. Then Clear Data. Remember, this will clear the Email application (you may need to setup your Email again).

Then find Google Services Framework. Clear Data. Restart your phone and check if you are able to download the attachment.

Please let me know if that didn't work, so we can continue troubleshooting.

Customer: replied 1 year ago.
No still doesn't work, sorry
Expert:  Ashik replied 1 year ago.

Can you delete the email account and add it back and try again ?

Expert:  Ashik replied 1 year ago.

Also when you tap and hold down the attachment icon, what do you see ?

Expert:  Ashik replied 1 year ago.

Have you tried deleting the account and adding it back ?

Customer: replied 1 year ago.
Ill try deleting and adding back now
Expert:  Ashik replied 1 year ago.

Ok, let me know how it goes.

Customer: replied 1 year ago.
I've done that but the attachment still wont open on my phone. I have logged into my Hotmail account on a PC to check that the attachment opens and it opens ok on a PC
Expert:  Ashik replied 1 year ago.

Do you have this problem with that particular attachment ? Can you send a photo from your phone to yourself (to your own email address) and are you able to open it ?

Also download Outlook from Play Store and setup your hotmail account. Then can you open the attachment with that Outlook app ?

Customer: replied 1 year ago.
No its not just that attachment, this happens with all the jpg photos
I will try to download Outlook from Play Store but my Play Store now wont work.
Expert:  Ashik replied 1 year ago.

Goto Application Manager > All Tab and do you see Downloader or Download Manager there ?

Customer: replied 1 year ago.
I see Download Manager
Expert:  Ashik replied 1 year ago.

Force stop it. Then Clear Data and disable it. Restart your phone. Does Play Store work now ?

Customer: replied 1 year ago.
No, still wont work
Expert:  Ashik replied 1 year ago.

I believe it is the Android system that has the problem. Can you connect it to different WiFi network and see if you are able to download from that network ?

Customer: replied 1 year ago.
Not at the moment but I can try later
Expert:  Ashik replied 1 year ago.

If that didn't work, then we have to backup the phone to your computer and do a factory reset. Factory reset will install a fresh firmware on it and that should fix the problem. Then you can restore your files back to it from your computer.

You can backup using Samsung Kies application --> http://www.samsung.com/in/support/usefulsoftware/KIES/

But first, try it on a different WiFi network and let me know the results please.

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