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 :)

[wateryeyes]

when samsung galaxy s9plus software update come in my device its now android 8 version

[animeshmodi]

Samsung did not extend warranty 🤔🤔

[animeshmodi]

Dear Samsung,
We all M & F series users, want some features. Samsung india discriminates with features across devices, infact device supports then also features are not given.
So please give full one ui to all M & F series. Why we are demanding full one ui?
Because certain features like carrier aggregation, bixby, bixby routines, goodlock apps support, clipboard, screen recording, pro video,samsung pay (samsung pay mini in case of non nfc),etc.
If samsung india can provide this features in one ui core its fine, but if it is not we want full one ui. We trusted Samsung and we want these features which our device supports because it deserves.
The problem with samsung is, it takes and implements the feedback, but only on new launches, why? Did previous customers mean nothing to samsung?

[Mohammedkhaism]

Khaishudha@gmail.com

[ismielsk]

ন্ঞ্জ্জ্ক

[animeshmodi]

🙏🙏🙏Please address this latest issues too,

1. Some galaxy M and galaxy a series users with exynos 9611 facing restarting and hanging issues after last update. And service centre asking them to change motherboard for 6k-8k, is this what we can expect from samsung?
2. F62 users facing slow internet issues, which can easily solved by enabling 4g+.
3. M51 is a NFC supported device then also Samsung pay mini given instead of full samsung pay. Users dissapointed so much.
4. Basic features such as screen recording and carrier aggregation are not enabled in M and F series users. Samsung should not limit basic features like this.
5. You tell to share error reports and feedbacks.Ok,
but we receive bot like copy paste replies and most of the time insensible. We don't expect this.

[jhon-wick]

Samsung M series and A series smartphone is worst condition now auto restart and freezing totally make our smartphone bin we can't use our smartphone properly so Samsung please solve this issue this is too much we can't afford the motherboard replacement...
Thank you!