Software update crash

[SamanthaK86]

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'? 

[Anonymous User]

Take it to samsung repair centre or send it off if you have insurance on it

[Badger42]

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]

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 both 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.

[SamanthaK86]

Yes it goes back to the freeze screen

[SamanthaK86]

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]

Oh right,think it will need to be inspected.

[Badger42]

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]

Did you manage to resolve this? My partners phone is doing the same thing 

[SamanthaK86]

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