Original topic:

Android 12 update: screen is blank!?

(Topic created on: 02-23-2022 03:32 PM)
Dynamicdusa
Beginner Level 2
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Galaxy Z
Hello

I am using the galaxy z flip 5g and this morning I got notified of the latest software update which is one ui 4 and Android 12. 

Everything went smoothly during the update but around an hour later, when I opened my phone the screen was blank. I closed the flip again and the outer screen was working fine. A quick restart and it returned to normal. 

It's happened 3 times since then! Anyone else had these issues or knows of a fix?
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3 Comments
SamsungLaura
Moderator
Moderator
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Galaxy Z

Hi @Dynamicdusa, that is very strange. 

The next time this happens, I suggest sending an error report via the Samsung Members app for this to be investigated.

Please send this within 2-3 minutes of your screen returning to normal. Error reports are sent to our team to identify any deviations in your device performance, once analysed, our team will get back to you with a response to advise further. 

To send an error report:

Samsung Members > Get help > Error reports > select issue category > describe issue and frequency > Tick ‘send system log data’ > Send in top right.

 

If the screen does not return to normal, there may be deeper issues with your device. I recommend for you to head into your nearest authorised service centre with your proof of purchase so that we can take a closer look into this. Please be aware that due to our Privacy Policy, your device may be factory reset before being assessed. I highly recommend backing up your device via Smart Switch, OneDrive and/or Google to ensure none of your data is lost.

For more information on how to back up your device: https://www.samsung.com/au/support/mobile-devices/back-up-samsung-device/

To book an appointment prior to heading in-store or to drop off your device via Australia Post: https://www.samsung.com/au/support/your-service/main 

To find your nearest store: https://www.samsung.com/au/samsungstore/

Dynamicdusa
Beginner Level 2
Galaxy Z

Hi Laura almost a week and bit on and the phone is still playing up. I have been using the Samsung members app to send diagnostic reports. The samsung members team have also asked me to send the device in and then send them the reference number. How can i go back into the samsung members app to send the update?  

I will have a spare phone but its not a samsung one, so i wont be able to log back in the members area. 

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SamsungLaura
Moderator
Moderator
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Galaxy Z

Hi @Dynamicdusa, pplease send through a direct message to my account with your service reference number and I will forward this to the Members team. :)

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