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 :)

[SAFIH]

still didn't recieved android 10 for A50 devices why^&when

[samir118]

I haven't received any updates for my a30s

[AshwaniSoni]

hi i am facing one more major issue while calling through Bluetooth headset. m using skullcandy sesh which supports stereo calling. but when i connect it **bleep** my galaxy s20 i receive audio in left ear. earphones are working perfectly fine with other phone except my galaxy device.

[missong]

galaxy M30S

[Vtech]

MADAM/SIR
ANSWER MY ONE AND ONLY ONE QUESTION IF YOU CAN
IS THIS LOCKDOWN SITUATION EXPECTING ONLY IN INDIA???

[rahulprince]

When i getting android 10 update in my galaxy a50..

[Asrafuzjaman]

can you tell me about something
A30s update?????

[ajithnewhope]

Points 7,8,9..arre Bhai some A50 users still didn't even get the Android 10 oneUI 2 update...🤦🏻‍♂️🤦🏻‍♂️
any news on that Bhai?

[Nimesh2002]

Nhi milega bhai phle bole the march fir april ab may ab pura saal nikal jayega isliye bhul jao updates ko in logo se security updates nhi di ja rhi h tum android 10 ki baat kr rhe ho bhul jao.

[nicknamemecon]

hi