A13 home screen stuck?

[Gemmauk]

My son has a A13.

This morning his alarms went off, but it was like his screen has stuck. We can swipe and move to next screen, but can't open any apps, and it wouldn't let him turn the alarm off, we had to turn the volume off. 

The top and bottom have disappeared so we can't see time etc or get to settings.

I tried holding the power button, it brings up power off and restart buttons, and once selected, goes big, but the phone doesn't turn off???

Any ideas?? Currently waiting for the battery to die hoping that will fix it 😩

[Robin999]

Can you restart the phone? Long press power button and volume down for 10 seconds. Phone will reboot.

[Gemmauk]

No I've tried that but nothing happens and it doesn't switch off.

Also, if I ring it, it rings for me, but nothing is showing up on his screen

[Robin999]

Long press Power button and volume down button simultaneously for 10 seconds?

[Gemmauk]

Nothing happens at all.

[Robin999]

You said you can bring up to the power off icon so long press on that and it'll bring up the safe mode icon. Tap that and boot into safe mode. Safe mode disables all 3rd party apps and customisations that might be causing this issue.

[Gemmauk]

Nothing happens. I press power off or restart and it just goes back to the home screen.

I took 2 videos but I dont think I can attach them here?

[Robin999]

You need to long press on the power off icon, not just tap it.

[Gemmauk]

Nothing happens 

[Robin999]

That's not expected behaviour. I'm unable to offer any more troubleshooting methods, sorry.