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Software update crash

(Topic created on: 12-12-2023 09:08 PM)
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SamanthaK86
Journeyman
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Hi all, my husbands a54 has just had a software update but has now crashed on the reset. He's tried turning it off and on but it is still froze on the screen saying 'samsung galaxy'? 
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9 REPLIES 9
Anonymous User
Not applicable
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Take it to samsung repair centre or send it off if you have insurance on it
Badger42
Helping Hand
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Have you tried a soft reboot, which is to hold the volume down and power button down at the same time till it restarts.
https://www.samsung.com/uk/support/mobile-devices/my-galaxy-smartphone-has-frozen-how-do-i-restart-i...
JAMES4578
Samsung Members Star ★★
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Hi @SamanthaK86  After updates it is advisable to clear the cache partition, this deletes temporary cache files (some can become corrupted) but your Data is intact  and the system should run smoother.  It can help with crashes/freezes.   Follow these steps:

1. Turn off the device.
2. Connect To Computer or plug in USB-C Headphones , Press and hold the Volume Up key and then press and hold the Power key
3. When the Android logo displays, release all three keys.
4. Wait until the Android system recovery menu options appear.
5. Press the Volume down key several times to highlight wipe cache partition.
6. Press Power key to select.
7. Press the Volume down key to highlight yes, them and press the Power key to select.
8. When the wipe cache partition is complete, Reboot system now is highlighted.
9. Press the Power key to restart the device.

You can also Repair apps from the  same Recovery Menu.

I do not work for Samsung or make Samsung Products but provide independent advice and valuable contributions.


SamanthaK86
Journeyman
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Yes it goes back to the freeze screen
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SamanthaK86
Journeyman
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Hi James, unfortunately we can't turn the phone off. The screen is black with the white samsung galaxy logo lit up, that's what it is stuck on. We tried resetting but goes back to that screen
JAMES4578
Samsung Members Star ★★
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Oh right,think it will need to be inspected.

I do not work for Samsung or make Samsung Products but provide independent advice and valuable contributions.


Badger42
Helping Hand
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You will probably need to get Samsung support to look at it, unless you can reset it using the smart switch app on the pc to see if it allows you to connect to the phone and reset it that way.
Members_6jnuaJx
First Poster
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Did you manage to resolve this? My partners phone is doing the same thing 

SamanthaK86
Journeyman
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Sorry for late reply. He had to get a Samsung technician to check it out. Could be the motherboard issue or software corruption. The tech had to reinstall the new software update. Apparently the new update can have a corruption so I've beed told to wait a couple of months as my phone is asking for the update now
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