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No access to phone

(Topic created on: 30-03-2024 10:00 AM)
Hi all 
I'm having a real struggle with my late wife's note 20 ultra I can't gain access to it it will let me put her 4 digits code in and then it comes up with samsung phone starting and stays like that for a few seconds and then will give me a black screen I can see the screen icons at top and bottom of the screen but that's all it will do its full charge I did look online it said to clean the cache but I can't get it to go to that screen either I managed to get it to power down by dragging the screen down but it will not go into that screen the power and volume down keys are not working just will reboot and back to square one I did conect it to laptop but that did nothing either any suggestion would be greatly appreciated as I don't want to loose anything that is on the phone regards Derek 
Samsung Members Star ★★

Hi @delboy72 

I'm sorry to hear of your loss 😔 

To utilise the option to clear the phone's System Partition Cache Files Section you'll need to hook the phone upto a turned on laptop or even a Tv's USB Port. 

More here > Clear Cache Files from the phone's System Partition Section  > You may need to insert your earphones or hook upto a powered On Laptop or use a Tv's USB Port to access the Clear Partition Section. This may help with lag or stutters as this clears the phone of old/unused or broken cache files.There is also a Repair Apps option in the Menu System too. { Repair Apps may not be availableto the Samsung Galaxy s²⁴ Series of phone's. } 

There could be a number of reasons why the phone isn't powering up. 

A Samsung Service Centre might be able to help. 

Just explain to them the importance of the data on the phone so they dont go straight into wiping the phone mode. 

If I can be of any further help then please don't hesitate to ask.  😎 

Daily Driver > Samsung Galaxy s²⁴ Ultra 512Gb ~ Titanium Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "