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.
1. Check connectivity & charger functionality: Please check whether the charger cable and adapter is fixed well. Remove charging cable and reconnect with mobile phone properly. Check the charger functionality with a different device or try to charge the same device with a different charger.
Note: We recommend our customers to use only Samsung approved chargers, as 3rd party chargers with different output rating may cause errors in the device.
2. If the device charging with different charger, then kindly check the physical condition of your charger for any damage.
3. Please charge the device in switched off condition for 10 minutes.
For devices with removal battery, kindly remove the back panel of your device and check the physical condition (Bulge, Swelling or visible damage). If the physical condition is not good please do not try to charge or tamper the battery also request you to visit the service center immediately.
4. Update software: Go to Settings > Software update > Download and install > Checking for software update > Software update available > Tap on Download > Downloading updates > Tap on Install now. Note: Your phone will restart after the update is installed.
5. If the issue is still not been resolved, Reset the device:
IMPORTANT: Kindly create data backup of your device via SMART switch mobile application or http://www.samsung.com/in/support/smartswitch pc suite. Remember google password before resetting the device because it is required during initial setup. If you do not remember it, then reset, (Forgot password) your google account. For this: Open Gmail (https://accounts.google.com/servicelogin) > forgot password >Select ""try another way"" > Next > Enter a new password > Next
Please follow the below steps to reset the device: Settings > General Management > Reset > Temporary cloud backup or External storage backup > tab on Factory data reset (This will erase all data, including files and downloaded apps)
If the issue still persists, after performing all troubleshooting steps, would request you to please visit the service center. Below is the link to find nearest service center http://www.samsung.com/in/support/servicelocation/
