Hell I’m Samah, Samsung Moderator
we thank you for asking your question
we do really apologize for the problem that you face Please follow the following steps
I recommend that you perform a factory data reset to resolve this issue using the steps:-
Settings – Backup and reset - Factory data reset.
Ensure all user data is backed up using the following methods:-
1. Connect the phone to the PC via USB cable, and then manually copy files from the removable disk to your PC hard disk drive.
2. Download and install smart switch from the link below and then use the backup tool to create a data backup
3. Insert an SD card and move files from the device internal memory to the SD card.
Kindly note that only Images, Contacts, calendar, videos and Audio files are backed up, all applications and text messages will be erased.