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  1. #1
    Lounger OneDave's Avatar
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    Question Email-forwarding problem on Samsung Galaxy S5 Android 5

    A strange smartphone problem:


    One of our Samsung Galaxy S5 phones has an interesting problem. When the user is reading her email via the factory email app and selects the Forward arrow, she gets a (new) email on her screen that has the original email's content at its end. She can edit the To, Cc/Bcc, and Subject fields as usual. However, when she tries to insert the editing cursor in the email body just below the Subject line (where the user would normally insert her comment regarding the email being forwarded), no cursor appears. and no text can be entered.


    The user thinks the problem has been going on for about a month, and recalls no changes or incidents with the phone in the same time period.


    I watched the user try short presses of different durations in the email Body area, long presses, presses with the flesh of her finger vs. fingernail, and scrolling the Body area to different parts of her screen before pressing, all with the same result. We tried a phone restart, too.


    She does not have this issue with the standard GS5 text Messaging app, or any other aspect of the phone that requires text input.


    Once in a while (about every 10 email forward attempts), she is able to obtain the cursor and enter text as expected.


    I used the phone to make the same selections while the user watched. Usually, there was no problem with the cursor. However, a couple of times, I also experienced the same problem.


    The problem occurs regardless of which location the phone is used in or being attached by Wi-Fi.


    We have other GS5 phones with the same setup that do not give the users this problem.


    I am looking for help approaching this problem!


    Thanks,
    Dave


    About the Phone:
    Sprint-provided Samsung Galaxy S5 (SM-G900P)
    Provisioned by Cbeyond mobile
    Android 5. and all available updates installed
    Only the factory apps are installed
    Webroot SecureAnywhere Mobile endpoint protection
    Email is set up as Active Synch to a hosted MS Exchange Server mailbox
    Keyboard app being used is factory Swype
    Dave

  2. #2
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    Have you tried cleaning the screen with a drop of detergent and some water?
    Does it misbehave for others at the same time - making it a phone issue.

    cheers, Paul

  3. The Following User Says Thank You to Paul T For This Useful Post:

    OneDave (2015-07-23)

  4. #3
    Lounger OneDave's Avatar
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    Hi All, This question has been answered!

    The user was tapping in the middle of the multi-line input field. When she taps in the upper left corner of the input field, she gets the cursor and can add text ad infinitum!

    Thanks,
    Dave
    Dave

  5. #4
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    Another case of UI.

    cheers, Paul

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