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Original topic:

Upper part of my screen is not working

(Topic created on: 24-04-2020 03:50 PM)
Sorin_Ceak
Journeyman
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After the last update sometimes the upper part of my screen is not working, I did not drop my phone, don't understand why .... is very annoying 😭😭

23 REPLIES 23
TessM
Mastermind
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Hey @Sorin_Ceak ,

 

that is odd. Are you able to tell us what phone and software version are you using? Is the phone in a cover or case? If not, I would like you to run this test: go to Samsung> Samsung Members> Get help> Interactive checks> Touchscreen.

 

If you are unable to find this app there, you might need to download it from the Galaxy Store. 

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Sorin_Ceak
Journeyman
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@TessM wrote:

Hey @Sorin_Ceak ,

 

that is odd. Are you able to tell us what phone and software version are you using? Is the phone in a cover or case? If not, I would like you to run this test: go to Samsung> Samsung Members> Get help> Interactive checks> Touchscreen.

 

If you are unable to find this app there, you might need to download it from the Galaxy Store. 


I have an galaxy S10 plus and I just downloaded the last update for the software, yes I have a glass cover for my phone. I just tried with that app and is the same.  First time it worked and the second time it didn't.... 

Sorin_Ceak
Journeyman
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And I forgot to mention that my phone now is getting really hot after the update. I used to play for hours and it was OK before the update...

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TessM
Mastermind
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What part of the phone is becoming hot (back, front...), and are you using an app when that happens? 

 

In relation to the speaker, are you able to send me the results of the test here and can you confirm if the glass is an official one? 

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Sorin_Ceak
Journeyman
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Is really hot when I turn my phone off and when I turn it on left side of the phone where are the volume buttons and bixby button is becoming so hot and when I play is the same thing. Never had this problem before ...  

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lleosimioni
First Poster
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Did you find a solution for your problem? I'm going through the same issue and it is making me very sad... 

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SereneH
Moderator
Moderator
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Members_b1x4nV5
First Poster
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Hi, I have the same problem kinda. The upper part of my screen doesn't work at all since that update. My Samsung S10+ also gets pretty warm. The screen and back are warm but the left side and buttons are almost hot. I can feel it through my case. I have tested my phone in safe mode and the upper part DOES work. Earlier I had made the Ui smaller by swiping down on the home button to position a certain button I could not press into an area I could press.. But that did not work. The same area that seems to be broken works perfectly fine in landscape mode however. I hope my comment helps, it's hopefully another step to fixing this very annoying problem :smiling-face:

AndrewL
Moderator
Moderator
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@Members_b1x4nV5: Next time you encounter the issue, please can you send us an Error Report via the Samsung Members, and include your System Log Data, so our experts can take a closer look? To do this, please head to the Members app > Get Help > Error Report > Tap 'OK' to send System Log Data > Select the symptom, and include as much detail as possible. To ensure your logs accurately reflect the issue you're experiencing, we'd like you to submit your report within 5 minutes of encountering the problem. Our engineers will then investigate this and respond to you with a solution via the Members app. 

In the meantime, please try pressing the Volume Down and Power/Side Keys together for around 10 seconds until the phone restarts. Don't worry, this won't affect your personal data or settings. Following the restart, head to Settings > Battery and Device Care > Optimise Now, then tap Memory > Clean Now. 

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