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04-25-2020 03:12 PM in
MumbaiDear Samsung Member,
Greetings from Samsung Customer Support!
To resolve this issue kindly follow the given below steps:
1) Check device in safe mode: Press and hold the Power key, when Power off icon appears >Press and hold the power off icon.
Exit safe mode:-Hold the power button and select restart on the device.
2) Update software(if required): Settings >Software update >Download and install >Checking for software update >Software update available >Download >Downloading updates >Install now.
3) Reset the device:-settings >General Management > Tap on Reset.
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).
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