S25 Ultra Screen Freezing Issue While Making Calls - Need Help.

[Ashish9838]

Hello Members,

I am facing a strange issue with my Samsung S25 ultra Device. Whenever I make a call, the screen sometimes freezes completely. During this issue:

The touch does not respond

None of the buttons work

I am unable to cut or receive the call

After a short time, the screen starts working again.This problem happens frequently, especially during calls. I have attached a screenshot for reference, If anyone has faced this issue before or knows a solution, please guide me. Your help would be appreciated.

Thank you!

[S24ultra11]

Issues started so that they can sell s26 series in 2 months

[Ashish9838]

Sometimes it feels like Samsung secretly told the old phones, “Hey buddy, start acting up a little… the S26 needs a grand entry!” Looking at my screen’s condition, it seems like my phone itself is saying, “A new model is coming… let me retire peacefully!”

[S24ultra11]

This has been same since past 4 to 5 years just before the new model launch they wantedly release an update which introduces new issues. They are following apple, apple learnt their lessons as they lost lawsuits and samsung is next in line if they don't learn and also in android google has become strong and oneplus is becoming strong which will takeover samsungs share of sales.

[Ashish9838]

Absolutely right

[cs_member10]

Dear Samsung Member,

Greetings from Samsung Customer Support!

We regret to hear about your experience with our product. Please believe that this is not a usual occurrence.

Please perform the below-mentioned troubleshooting steps, these may help in resolving your concern.

● Remove the screen protectors and cover from the device once and check the issue after restarting the device.
Path: Press the power and volume down keys simultaneously for a few seconds.

● Clear app cache through Device care:
Settings > Device care > Storage > CLEAN NOW.

● The clear cache memory of a particular application:
Settings > Apps > Now pick the app you like to clear off the cache memory > Storage > Clear Cache.

● Reset the device Settings: Settings > General Management > Reset settings>Reset all settings to their default.

● Enable/ Disable sensitivity touch: Settings> Display >Touch sensitivity.

● Check space availability: Settings > Device Care >Storage.

● Keep your app updated: Tap on Google Play Store app or Galaxy Store> Manage apps & device> Apps available to update> If you want to update apps individually, tap See details and then tap the Update button next to the app you would like to update.

● You can reset your device by following the steps.
1. Kindly create a data backup of your device via the SMART switch mobile application or http://www.samsung.com/in/support/smartswitch pc suite.
2. Remember the Google password before resetting the device because it is required during initial setup.
3. If you do not remember, then advise to reset (Forgot password) your Google account.

Path: Settings> General Management>Reset>Temporary cloud backup or External storage backup>After backup tab on Factory data reset to reset your device to its factory default settings.
This will erase all data, including files and downloaded apps.

In case the issue still occurs, please visit the service centre for a physical inspection of your device. You can locate your nearest service centre with this given link: https://www.samsung.com/in/support/service-center/

Warm Regards,
Samsung Customer Support

[Ashish9838]

Dear Samsung Support Team,
Thank you for your detailed response and the troubleshooting steps.🙏🙏

I would like to inform you that most of these steps were already performed earlier, including clearing cache, checking storage, restarting the device, removing the cover/screen guard, and keeping all apps updated. Unfortunately, the issue still persists, especially during calls, where the screen becomes completely unresponsive. I understand your recommendation to reset the device, but resetting the entire phone for an issue that appears after an update doesn’t seem like a practical long-term solution. It would be more helpful if the technical team could check whether this is a software-related problem introduced after the recent update. Before visiting a service centre, I would appreciate it if you could escalate this to the relevant technical team for further diagnosis.
Thank you for your support.

Warm Regards,
Ashish Kumar