If the customer’s phone or tablet won't boot past the logo screen or is unresponsive, verify that it has only been charged using the supplied USB cable and an approved Samsung wall adapter (sold separately). Then, inspect the device and charger for physical or liquid damage.
Service is only required if the following steps have been completed and the issue has not been resolved.
Inspect the phone or tablet to ensure the connectors in the charging port are not corroded, bent, broken, or pushed in. If you have a removable battery, check the battery connectors as well.
If there has been any sort of damage to the device or battery, please visit a Samsung walk-in service center or you can schedule a repair service online.
To determine if the phone or tablet experienced liquid damage, you can check the LDI (Liquid Damage Indicator). The LDI is either inside the SIM card tray slot for newer devices or on the removable battery for older devices.
To eject the SIM card tray, insert the ejector tool that came with your device into the hole on the SIM card tray. Next, push the tool until the tray pops out. Look inside the slot to access the LDI.
Or, if you have a removable battery, you will need to take out the battery and inspect it.
LDI indicators should be solid white or white with visible pink or purple X's. If the device has been exposed to moisture, the LDI will be solid pink, purple, or red.
Make sure your battery is charged to at least 5 percent. If your battery is below 5 percent, the phone may not turn on after the reboot.
If the battery is completely drained, it should be charged for a minimum of 15 minutes using an appropriate Samsung charger.
Rebooting will be a little different depending on what model you have.
The Power menu may appear; just continue pressing the buttons until the Samsung logo appears.
Certain downloaded apps can make your phone or tablet freeze, crash, or lag. Some apps can even affect camera functionality, cause audio issues, and affect network connectivity.
Using Safe mode disables all downloaded apps and loads only the original software that came with your phone or tablet, allowing you to determine if the issue is caused by an app or with the device itself.
If the issues do not appear while in Safe mode, the problem is caused by a downloaded app, and it should be uninstalled.
First, open the Power menu:
Touch and hold Power off until the Safe mode icon is displayed. Tap Safe mode to start your device in Safe mode. If you've entered Safe mode successfully, you'll see “Safe mode” displayed at the bottom of the screen.
Use the phone or tablet normally to see if the issue has been resolved. If the phone or tablet is operating normally, a recently installed app was most likely causing the issue.
One by one, uninstall any apps you downloaded just before your phone or tablet began having the issue.
From your Home screen, swipe up to open the App drawer. Find the app you want to remove, and then touch and hold the app's icon until a popup menu appears. Tap Uninstall, and then tap OK to confirm.
After uninstalling each app, exit safe mode and check for normal operation.
After you uninstall the app that caused the issue, you can reinstall the other safe apps you just deleted.
First, open the Power menu:
Tap Power off to turn off the device. Wait until the phone or tablet completely turns off, and then press the Power button again to turn it on. Check if the issue has been resolved.
If you are still having trouble updating your device with Smart Switch:
If you are still encountering issues, please visit a Samsung walk-in service center or you can schedule a repair service online.
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