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Original topic:

Phone Touch Screen Freezing

(Topic created on: 06-11-2023 11:51 PM)
1213 Views
Ceruleania
Beginner Level 2
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Support
I'm using Samsung A72 and I had this problem since Saturday. My phone's screen froze for no reason and I have to force restart it 2-5 times in order for it to work again. Whenever I open Genshin Impact or any other apps, or connecting to a bluetooth speaker, it suddenly freezes and I have to repeat what I'm doing over and over again. I don't know if it's because of software issue, hardware issue or overheating. I am currently planning to replace my screen, but i don't know if the screen is the issue or not. Also, the back cover of my phone's coming off and it might be one of the reason. Please help me fix this problem. Thank you!
5 Comments
TeamGalaxyRene
Moderator
Moderator
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Support

Hello Ceruleania,

Thanks for reaching out to us here in order to find out what's behind your Samsung Galaxy A72 that have experienced screen froze multiple times during your game playing. And now the back cover of your phone is coming off. I feel and understand why you are worried for a device that you've take care so much. If my device is facing similar experience, I will be bothered too.

When you use features or apps that require more power or use them for extended periods, your device may temporarily heat up due to increased battery consumption.

 

If your phone gets too hot, it can experience problems like battery drain or forced shutdown. There are a lot of reasons your phone can overheat. Read more below for the tips to prevent your device from overheating.

 

Be sure to check if your device's software and related apps are updated with the latest version. Please check how to update your mobile device's software in the following order. 

Step 1. Go to Settings > Software update.

Step 2. Tap on Download and install.

Step 3. Follow the on-screen instructions.

 

When the device heats up during use.

When you use features or apps that require more power or use them for extended periods, your device may temporarily heat up due to increased battery consumption. Close any running apps and do not use the device for a while.

The following are examples of situations in which the device may overheat. Depending on the functions and apps you use.

  • Using apps that require more power or using apps for extended periods. (playing high-quality games, recording videos for an extended period, streaming videos, when connecting to a TV).
  • Conflicts between running apps may cause the device to heat up. Restart the device.
  • While multitasking (or, when running many apps in the background).
  • If the device overheats or feels hot for a prolonged period, do not use it for a while. 

Precautions for device overheating.

If you begin to feel uncomfortable due to the device overheating, stop using the device. When the device heats up, the features and performance may be limited or the device may turn off to cool down. The feature is only available on supported models.

  • If the device overheats and reaches a certain temperature, a warning message will appear to prevent device failure, skin irritations and damages, and battery leakage. To lower the device’s temperature, the screen brightness and the performance speed will be limited and battery charging will stop. Running apps will be closed and all calling and other features will be limited, except for emergency calls, until the device cools down.
  • If the second message appears due to a further increase of the device’s temperature, the device will turn off. Do not use the device until the device’s temperature drops below the specified level. If the second warning message appears during an emergency call, the call will not be disconnected by a forced shutdown.

In order to get the bottom of the issue and have it fixed, I highly recommend bringing it to the nearest Authorized Samsung Service Center in your area.  Rest assured that your device will undergo an assessment to pinpoint the root cause of the issue. Our Samsung engineers and technicians will guide you and offer solutions to restore it.

https://www.samsung.com/ph/support/service-center/

 

or book an appointment with the Samsung Members app as follows:

Support > Book an appointment to set one.

 

Should you need further assistance and guidance, you may contact us via our online Samsung Customer Care support channels below.

 

https://samsung-livechat.sprinklr.com/seao/ph/index.html 

 
Or our Samsung Customer Care direct hotline numbers below.
 
#GALAXY or #425299 [Mobile Phones & Tablets]
Available 24/7
 
1-800-10-7267864 [All Product, Toll Free, PLDT]
1-800-8-7267864 [All Product, Toll Free, Globe]
842 221 11 [All Product, Landline]
Daily (8:00am to 8:00pm)
 
Be sure to click "ACCEPT AS SOLUTION" when you find our answers helpful to you.
 
Stay safe and have a nice day ahead! Thanks for contacting Samsung.
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KlepKebab
Beginner Level 3
Support

My phone was working fine and looking good on all sides. This is clearly a software problem. It doesn't matter what I do, when I lock the screen the touchscreen is completely unresponsive. I did a factory reset, changed all the setting in the (touch)screen menu etc.

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TeamGalaxyRene
Moderator
Moderator
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Support

Hello KlepKebab,

Thanks for letting us know about your experience while using your Samsung Galaxy phone having issues with the unresponsive touchscreen whenever you lock the screen. I feel you, after several attempts to troubleshoot your device but to no avail. If it happens to me, I will be bothered too.

Before you try out the recommendations below, be sure to check if your device's software and related apps are updated to the latest version. To update your mobile device's software, follow these steps:
 
Step 1. Go to Settings > Software update.
Step 2. Tap on Download and install.
Step 3. Follow the on-screen instructions.
Step 4. Restart your device.
 
You may want to check if the phone case, screen protector, and charging cable that they may hinder the proper operation of your phone.
 
Clear Cache Wipe Partition.
 
Step 1.  Turn off the device. (Connect with type C cable) 
Step 2. Press and hold the Volume Up key and the power button.
Step 3. When the Android logo displays, release all keys.
Step 4. Press the Volume down key to navigate and select "Wipe cache partition".
Step 5. Press Power key to select. When the wipe cache partition is complete, Select Reboot System.
Step 6. Press the Power key to restart the device.
 
 
Self-Diagnostic check on the Samsung Members app.
 
Check the status of your device with the Samsung Members app Diagnostic tool. You can select the individual categories you would like to diagnose or run a complete diagnostic check. After the diagnostic is completed, you can select the corresponding icon to see the results and status of your device. Follow the steps below to start your diagnostic check. 
 
Step 1. Run Samsung Members and select Get help on the lower half of the screen.
 
Step 2. Tap View tests located under Diagnostics.

 

Step 3. If you would like to run through all of the Diagnostics checks, tap Test all.

Step 4. Your Galaxy phone will then run through the checks.

 
 Step 5. Follow the on-screen instructions to complete the check.
 
Step 6. When necessary, you may need to manually run or interact with the corresponding function.
 
Step 7. If preferred, you may check specific Diagnostics and tap them directly to begin.
 
Step 8. For individual diagnostic checks, you can view your results after the check is complete.
 
 
 

If that doesn't fix the problem, you may submit an error report through the Samsung Members app as follows:

 

Step 1. Long press Samsung Members icon on Apps screen and tap Error reports.

Step 2. Tap OK on agreement popup to send system log data.

Step 3. Select Symptom category "Sensor/Touch" and "Display".

Step 4. Describe the problem in details and SEND.

 

How to submit an error report on Samsung Members app? | Samsung PH

 

If the issue persists, you may bring your device to the nearest Samsung Authorized Service Center in your area.

https://www.samsung.com/ph/support/service-center/

 

or book an appointment with the Samsung Members app as follows:

Support > Book an appointment to set one.

 

Should you need further assistance and guidance, you may contact us via our online Samsung Customer Care support channels below.

 

https://samsung-livechat.sprinklr.com/seao/ph/index.html 

 
Or our Samsung Customer Care direct hotline numbers below.
 
#GALAXY or #425299 [Mobile Phones & Tablets]
Available 24/7
 
1-800-10-7267864 [All Product, Toll Free, PLDT]
1-800-8-7267864 [All Product, Toll Free, Globe]
842 221 11 [All Product, Landline]
Daily (8:00am to 8:00pm)
 
Be sure to click "ACCEPT AS SOLUTION" when you find our answers helpful to you.
 
Stay safe and have a nice day ahead! Thanks for contacting Samsung.

 

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Ceruleania
Beginner Level 2
Support
Hi Rene! My phone doesn't overheat because no warning messages are appearing in my notification. When it heats, the touchscreen doesn't work. But, I found some ways for it to work since I don't have the money to replace the battery.

Whenever I use my phone, I need to be near an electric fan or any appliances that can cool off my phone. After I'm done using my phone, I will just power it off to prevent the touchscreen from freezing. I hope this helps people having the same problems with their phones.
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Derac
Beginner Level 2
Support

It's Definitely an app causing it. Mine started yesterday once after I connected to a wifi after a long time. As soon as all the apps updated. It started. The A72 has many defective features. This is the second time i am having unresponsive screen issues too. And the back is falled out too. U just didn't notice bcos it was in a case until the freezing started and u wanted to check and removed it from the casing. I'm actually upset now. Bcos the phone freezes out every couple of  mins when inactive and goes to sleep. I can't even tell which app started it.

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