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04-28-2020 09:25 PM in
Galaxy A- Mark as New
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05-01-2020 10:07 PM in
Galaxy ADear Samsung Member,
Greetings from Samsung Customer Support!
To resolve this issue kindly follow the given below method:
Kindly remove google account from the phone >>then try to reset the phone by using the below steps:
1) Reset the device:
Note: Before reset make sure to have back up of the data via Smart Switch Mobile App
(Install Smart Switch App > Open > Click on Memory Card Icon >Back Up option > Choose the data for Back up > Back Up).
Settings > General Management > Tap on Reset.
2) kindly add the account again and then check for the same (to delete files which you wanted to)
If the issue still persist, kindly register your concern in Samsung Members app (Samsung Members app > Get help > Feedback > Error report/ask question).
Note: Please send device log files within 15 minutes of issue occurrence along with the exact issue details.
Thank you for writing to Samsung.
Warm Regards,
Samsung Customer Support