We're sorry for the experience. Can we trouble you to perform the following troubleshooting steps?
Step 1 : Perform “Soft Reset”. Kindly refer to the below steps: >> Please hold the power button and volume down button simultaneously. While holding both of the buttons, the phone will automatically restart. >> You can release the buttons once the phone prompt with Samsung logo after the phone already turn on
Step 2 : Enabling “Safe Mode”. It boots the phone with factory settings, while temporarily disabling all the third party applications. This helps us to understand whether the issue is caused due to any application conflict or a software problem. >> Power off the phone. >> Power on the phone. The Galaxy logo displays. >> When the Samsung logo appears press and hold the volume down button. >> 'Safe Mode' displays on the bottom left hand side of the screen when the steps above are done correctly. >> You may restart your device to exit from safe mode
Verify whether the issue is resolved in the safe mode. If the issue is not replicated in safe mode, it may be due to the 3rd party application; it can be resolved by uninstalling the application(s) causing the problem by going to Apps>> Settings>> Applications>> uninstall the app one by one and check which app is causing the issue.
However, if the issue persists, we would like to propose the Smart Tutor. The advantage is, we will be able to assist you with further troubleshooting over the call. Please call our Samsung Care Line 1800-726-7864 regarding this service. Our experts at Samsung Care Line will advise and assist you in details.
