Top issues, few updates, and way forward :)

[ShivZen]

Hi All,

Due to lockdown, our customer care centers were functioning with limited capacity. While we’re trying our best to bring things up to speed, here are responses to some of the top issues you might be facing:

1. Delay in updates: There’s a delay in rolling out updates due to lockdown. For following devices the FOTA will be opened after the lockdown is lifted:
   1. Galaxy A6
   2. Galaxy-A9-2018
   3.  Galaxy A10
   4. Galaxy A10s
   5. Galaxy A70
   6. Galaxy-A9-2018
   7. Galaxy Fold
   8. Tab S6
2. Galaxy S20 heating issue, lag while usage, and camera focus:
   1.      We’re collecting evidences from users to help us resolve this issue. We would request you to go to Get Help’ section, click on ‘Send Feedback’, and then click on ‘Error Reports’. Proceed to select your issue and write to us in detail.
   2.      The update which addresses above mentioned issues will be rolled out after lockdown gets over, most probably around month end.
3. Flagship updates: There’s a delay in rolling out updates due to lockdown. And, we’ll release a schedule soon! Be sure to keep an eye out on the Notice section.
4. Galaxy S10+ heating, battery life, lag while gaming:
   1. Some issues will be resolved in the next update.
   2. We do not have error logs so we can look into what might be causing this issue.
   3. We would request you to go to Get Help’ section, click on ‘Send Feedback’, and then click on ‘Error Reports’. Proceed to select your issue and write to us in detail.
5. Galaxy S9+ camera issue: The camera issues will be resolved in the next update.
6. Network/connectivity issue:
   1. This issue was prevalent last year but we do not have any new error reports with this issue.
   2. We would request you to go to ‘Get Help’ section, click on ‘Send Feedback’, and then click on ‘Error Reports’. Proceed to select your issue and write to us in detail.
7. Galaxy A50 fingerprint issue: Please wait for the next update
8. Galaxy A50 camera issues: We do not have any new error reports with this issue. We would request you to go to Get Help’ section, click on ‘Send Feedback’, and then click on ‘Error Reports’. Proceed to select your issue and write to us in detail.
9. Galaxy A50 lagging issue: We do not have any new error reports with this issue. We would request you to go to Get Help’ section, click on ‘Send Feedback’, and then click on ‘Error Reports’. Proceed to select your issue and write to us in detail.
10. Note 10+ issues like lag while using apps, poor battery performance, and heating issues:
    1. So far, the error logs we received indicated that the users were using the smartphone while charging, or unusual screen-time or unusual app usage like playing games, watching movies for extended period of time or multiple actions executed at the same time- which was a common behavior during lockdown.
    2. If you face issues where your Galaxy smartphone is heating up despite above mentioned activities, we request you to please submit your error logs.
    3. To submit error log, go to Get Help’ section, click on ‘Send Feedback’, and then click on ‘Error Reports’. Proceed to select your issue and write to us in detail.
11. Auto-restart of device when certain app is fired: This issue will be fixed in next update.
12. Galaxy M31 lagging issue: There’s no error log that supports this. We would request you to go to Get Help’ section, click on ‘Send Feedback’, and then click on ‘Error Reports’. Proceed to select your issue and write to us in detail.
13. Mobile data not working properly: During lockdown, many network providers were struggling with the bandwidth. From the few reports we’ve received the issue was due to network provider and not the device. Having said that, request you to please submit your error logs, so we can investigate more.
14. Heating issue:
    1. This was one of the most reported issues in the past month. Unfortunately, we do not have error logs that indicate that this issue was due to device and not due to user behavior.
    2. We would request you to go to Get Help’ section, click on ‘Send Feedback’, and then click on ‘Error Reports’. Proceed to select your issue and write to us in detail.
    3. So far, the error logs we received indicated that the users were using the smartphone while charging, or unusual screen-time or unusual app usage like playing games, watching movies for extended period of time or multiple actions executed at the same time- which was a common behavior during lockdown.
    4. If you face issues where your Galaxy smartphone is heating up despite above mentioned activities, we request you to please submit your error logs.
15. Battery discharge idle drain issue:
    1. Please run a quick device self-diagnosis and see if the battery is working fine.
    2. We would request you to go to Get Help’ section, click on ‘Send Feedback’, and then click on ‘Error Reports’. Proceed to select your issue and write to us in detail.

Important note: We can only fix the issues, if we receive error logs that capture the issue well. Here are some tips to capture good error logs:

1. Capture the error logs within 3 minutes of the issue occurrence.
2. Go to the ‘Get Help’ section, click on ‘Send Feedback’, and then click on ‘Error Reports’. Proceed to select your issue and write to us in detail.
3. If you do not get a response within 72 hours of submitting an error report, please let us know with a screenshot. Please reach out to Admin, community managers, and BAs.

We hope this answers some of your queries and going forward, every week or two, we’ll call out for unanswered error reports, and top issues, and we’ll try our best to give you an update.

We’d like to thank our BAs for helping us collate the top issues, and we’d like to thank all of you for being patient with us.

We hope you, your family and friends are keeping safe! Looking forward to your comments/suggestions on how we can make this community better :)

[darknees]

?when will update for j6 india

[Ashiquep04]

What abt Galaxy A20

[Ganeshba]

Hello My Phone Samsung Galaxy M30S is continuously restarting with out reason. Tried all the troubleshooting steps recomend in Community but no use. Tried calling technical support but no use. I can't use mobile phone if the phone behavior is like this. I am not seeing this issue highlighted in your message. this issue is there for many users as I can see in Community. I also sent the error report and they responded saying it is escalated to higher level .when can we expect solution for this one

[Ganeshba]

hopeless Samsung bought Samsung phone after stopping at Samsung Galaxy Grand Quatro and I thought it might be improved to maintain the survival in market but Samsung proved me wrong with the same kind of issues

[Lifehacker]

The fact that there are so many issues with almost all the models is a shame. People are paying such high prices, they deserve good product, both software and hardware. So please give India Snapdragon in next models and better stable software.

[missong]

I know about Samsung galaxy M30s when the function of good lock it

[ÂVÏŘÃŁ]

I also want dark theme on my samsung galaxy j7 prime

[HarishGoyal]

after using xiomi for more than 5 years and nokia for 6 years , I planed to use samsung now and bought A50 , but from day one finger print sensor is not working and it can't beat other brands with same specs and much lower price in case of game performance.
my worst mistake trusting samsung

[Nimesh2002]

And also not providing time to time Updates So its good for you that you realize your mistake of buying Samsung device

[User28]

Samsung is not bad. Only some devices are bad due to the software. I am using samsung devices since 4 years and never regretted it. Agreed that there are issues with devices. Even my S10 had heating issues. Since they agreed that they know about the heating and lagging, maybe they will rectify it in the coming updates. Lets wait and give them some time.

Never trust chinese phones. They sell for cheap prices but heavily spy on you and transfer your data to chinese servers. They include ads and shady apps in their phones. There are alternatives for chinese phones. Chinese phones may be best value for money but in return you are freely giving your personal data to them and openly allowing them to spy on you. Had Samsung ever done that? Lets give time to Samsung to come up with updates.
Note that i am not a samsung fanboy and i never buy phones based on brand. I properly and carefully study the specs before buying. Hope you understand.