S9 keeps intermittently rebooting or powering off

[farazs]

Hi,

I have an S9 that I pre-ordered and for the last couple of weeks it intermittently reboots on it's own or powers off. This happens sometimes when I am using it, sometimes when it is in my pocket. Sometimes it will happen several times in the same hour. I have tried soft reset, hard reset and taken it to the Samsung service center about 4 times. They replaced the battery and charging port but were unable to reproduce or fix the issue. My guess is the issue does not happen on a reset device only when there are apps running in background during normal usage. Their diagnostic test apparently reports everything as normal and shows no abnormal reboot.

I find it odd that their diagnostic finds nothing wrong as I have taken it to them and it rebooted while I was waiting in line, so the reboot logs should have shown something off. I decided to instead pull the logs myself for /proc/last_kmsg. I would have pulled logcat but I was unable to reproduce the issue while it was plugged in and the logcat gets cleared on reboot. The log seems to show that the normal power off was caused by POFF_SEQ and the unprompted ones caused by FAULT_SEQ. I was unable to find any information that would help me identify what these mean.

Normal reboot log shows:

{365603} QB link : https://android.qb.sec.samsung.net/build/18190795
{365664} DEBUG LEVEL : LOW
{365695} PWR[pressed] INT[released] DN[released] UP[released]
{365756} Current PON value 0x8000028000000080
{365817}
OFF : POFF_SEQ
POFF : PS_HOLD
ON : PON_SEQ
WARM :
PON : KEYPAD

Unprompted reboot log shows:

{430660} QB link : https://android.qb.sec.samsung.net/build/18190795
{430721} DEBUG LEVEL : LOW
{430751} PWR[pressed] INT[released] DN[released] UP[released]
{430812} Current PON value 0x4000028000000080
{430873}
OFF : FAULT_SEQ
POFF : PS_HOLD
ON : PON_SEQ
WARM :
PON : KEYPAD

Does anyone have an idea what might be causing the issue? How can I go about getting a replacement since it seems the Samsung service centre is unable to reproduce or fix the issue.

EDIT: Well the good news is they finally agreed to give me a replacement. Just took me calling in every day and about 3 weeks of issues and dropping the phone off and picking it up several times. Being told several times there was nothing wrong with the phone and me having to prove there actually was by getting the reboot logs.

I think Samsung should re-evaluate their replacement policy or just have a technical team that is more informed on these

[Mason1122]

One of the fundamental reasons a Samsung Galaxy S9 and S9+ shut off arbitrarily, is a battery breakdown. The principal thing you really want to attempt in the event that the battery is truly not working is to check to assume the issue actually exists regardless of whether the Galaxy S9 or S9+ is associated straightforwardly with a steady power source. In the event that your telephone is stopping while at the same time charging it's possible a product or motherboard issue. I am also tried soft reset, and hard reset and taken it to the Samsung service center about 2 to 3 times. 

A couple of things to attempt prior to bringing it into administration is spotless the charging port or attempt another string or remote charger. In the event that your telephone is saying it's charged yet arbitrarily closes down it probably isn't the battery. Accepting it gets hot, is enlarged, or passes on rapidly then indeed, you likely have a battery issue.

You can explore the settings on your gadget and search for battery admonitions under Device Care. This will show you which applications are hoarding your battery and assuming there are any issues with the actual equipment.

1. First, exit the Safe Mode
2. Go back to your Samsung Galaxy S9 and S9+ home screen
3. Tap on the Apps
4. Go to the Settings app
5. Tap on Backup and Reset
6. Then choose Factory Data Reset
7. Click on Reset Device from the options
8. Enter your PIN or Password if required. This usually shows up for those who like to have an active lock screen feature on their Galaxy S9
9. Tap the Continue button to confirm
10. Then select Delete All
11. Check the System Cache

If you think that everything started after doing a firmware update, checking the cache system is probably not the culprit. But in most cases, the main reason why most of the Samsung devices are experiencing this kind of issue is due to corrupted caches. So we recommend you verify the cache situation as well besides the other factors stated above.