A51 screen stuck

[Homerj]

Hi, I have an A51 that's a couple of years old. Just after upgrade time, it developed a problem where it was just sticking on this screen. I did a bit of research and it led me to doing the soft reset etc but I'm wondering if there is something a bit worse that's corrupting the software and not allowing me to reset it.

I'd appreciate any advice/guidance/suggestions.

[PaulM1]

Hi there, @Homerj. That's very strange. Just to be clear, when you perform the soft reset on your A51, are you still unable to progress beyond the boot screen?

[Homerj]

Hi, I've just done another reset on it now (power and vol down buttons for 10 secs), it started like it was doing the reset but it's stopped at 38%.

[PaulM1]

Ah, I see. Hmm. What happens when you try to Wipe the cache partition of your phone?

https://www.samsung.com/uk/support/mobile-devices/how-do-i-clear-the-cache-on-my-device/

This won't erase any data, but is a useful process after installing a software update.

[Homerj]

It won't allow me to get to the screen to even clear the cache.

[PaulM1]

Oh, that is odd. To be clear, while your phone is off, what happens when you follow the instructions listed under the "Clear the cache partition" heading?

Does your phone, for instance, not progress beyond a certain stage (e.g. remaining stuck)?

[Homerj]

I can't really get it to turn/power off. In between this conversation, I've kept trying to do different things but it doesn't allow me to power off. As I'm typing, it's stuck on the same screen as the first photo.

[PaulM1]

Ah, OK. Did your software update complete, or was it interrupted in any way, @Homerj? 

[Pugs1957]

Try holding the power button down for 20 or so seconds if you haven't tried that already.

[Homerj]

To be honest, I don't know. I passed it to my son when I got the upgrade. Its never got past the 38% that I showed on the other picture.