Hello Violetliew. I am Faiz from Samsung.
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 : Monitor in “Safe Mode”.
Note: When you exit “Safe Mode” some of your customization options (Wallpapers, Themes, Etc.) may be reset to default. The device will require your backup password to unlock the phone after rebooting.
To enable safe mode, please follow the steps below:
i. Power off the phone.
ii. Power on the phone. The Galaxy logo displays.
iii. When the Samsung logo appears press and hold the volume down button.
iv. 'Safe Mode' displays on the bottom left hand side of the screen when the steps above are done correctly.
Verify whether the issue is resolved in 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.
v. To exit Safe Mode, simply restart the phone. When it reboots, it will no longer be in Safe Mode.
Step 3 : Software Update
Before you download:
* Connect your device to a Wi-Fi network, or make sure it has a strong Wireless network connection.
* Ensure your battery is fully charged before starting the software update.
>> From the Home screen, go to Menu
>> Select Setting
>> Select About device
>> Select Software updates
>> Check for Updates.
>> If your device finds a new software update, tap Download now. When complete, a screen will appear advising you that the new version of the software is ready to be installed. Tap Install update.
The device will power down and power back on. A screen will appear stating that the installation has been completed. Tap OK. You've successfully updated your software.
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 detail.
Thank You.
