"Keep screen on while viewing" not working on my S23.

[Hem4nth]

Hey guys!

I have bought the S23 device in June 2023. I have kept the "Keep screen on while viewing" option on since then. I observed that it was not working from the start. So I reached out to the service center physically. They told me that it might be a software issue and will be fixed . Till now we got many updates, but still it is not fixed and the screen goes off after the timeout, even when we are viewing it.

 In my secondary phone, Honor Play also I use this option and it works seemlessly even today.

Not sure if I am the only one facing it. Let me know if any others are facing it.

[Parveenrajliwal]

The "Keep screen on while viewing" feature on the Samsung Galaxy S23, purchased in June 2023, isn't working for the user despite numerous software updates, even though it functions correctly on their Honor Play; this suggests a potential persistent software bug specific to the S23 or a hardware issue with the front camera's functionality on that device, warranting further troubleshooting or contacting Samsung support.

Accept my opinion accept it as solution 👌 💯

[iamkkronly]

I understand your frustration with the "Keep screen on while viewing" feature not working on your Galaxy S23, despite having it enabled and receiving multiple software updates. I know it can be disappointing when a feature you rely on doesn't function as expected.

You have checked that it is enabled? The function may have reset during the software update.

Also, let's make sure that it recognizes your face. The phone looks for your biometrics to keep the screen on. If it does not see your face, the phone screen will turn off.

Clear Cache Partitions:
These are the instructions.

Turn off your phone completely

Press and hold the Volume Up button and the power button at the same time until the Samsung logo appears

Use the Volume buttons to navigate to Wipe cache partition and press the power button to select it

Use the Volume buttons to navigate to Yes and press the power button to confirm

Once the cache partition is wiped, select Reboot system now and press the power button to restart your phone

Try running the phone in safe mode. If the issue does not happen in Safe Mode, then we know that the app you were experiencing the issue on is the issue.

If the problem persists, then this may be something the Samsung developer must look into.

Run the Samsung Diagnostic Tool to report the issue to Samsung. It is important you let the company know about this, so that they can try to solve the software issue.

Contact Samsung Support Again. It is important to contact them again as well. It is possible it was a known bug that was pushed down on the list of importance, or perhaps the support member may need to escalate the support member.

It is good that you are reporting the issue, and hope it is solved soon!

[iamkkronly]

If this helps, please accept it as a solution. Click the three dots on my reply and select 'Accept Solution.' Thanks!

[cs_member10]

Dear Samsung Member,

Greetings from Samsung Customer Support!

We request you kindly share the log file. Also, share the video clips and images for better understanding. This will help us to investigate further and resolve this issue.

To share the log file: Open Samsung Members Application > Support> Tap on send feedback> Choose Composer> Select error report> Select the appropriate issue category> Type your query and send.

Note: To ensure relevant log information is included in the error report, submit the report within 3 minutes of encountering the bug or error, and do not terminate (swipe away) the Samsung Members application until you are notified that the report has been sent. This can take up to 5 minutes.

Warm Regards,
Samsung Customer Support

[Hem4nth]

Thank you. Sent the logs.