S22 playing video crashes apps

[keland]

Video playback crashes app. Phone is my wife’s and is a S22 5G phone (SM-S901BZGDEUB). First noticed on BBC news app, YouTube and WhatsApp(gif in this case) and Gallery all exhibited the same problem.

This has been to Samsung repair shop in Cambridge, who just said no fault found. I suspect/know they didn’t look at the specific problem at all. Anyway after 4 factory resets via chat and numerous HOURS on chat and phone, always doing a factory reset and clearing cache and enabling all permissions for the apps the problem persists. I’ve no idea why people think clearing cache solves any problem!  I have used S20 and have never had to clear cache, ditto on my new S24. So, I think I can now reproduce the problem without loading up any 3^rd part Apps!.

1. Factory rest your phone
2. Set up phone
3. Take video > 40 seconds
4. Whilst its downloading all the apps. Video playback works.
5. After all the apps have been updated, the Gallery App will crash before the end of the Video

Interestingly when Samsung are remotely controlling the phone by Samsung Tutor the problem goes away!

Is anyone else suffering?

[JordanS]

As the video play back occurs before redownloading your apps, it could be one of them apps causing the issue. We recommend placing the phone into Safe Mode to see if the same behaviour occurs. Safe Mode is a handy tool that disables all downloaded apps. 

Swipe down from the top of the screen with 2 fingers > Tap the Power icon in the top right > Long press Power Off > Tap the shield and the phone will restart. If the issue stops occurring while running in Safe Mode, this confirms there is an app causing this. If that's the case, you would need to uninstall your downloaded apps one by one, until you find the culprit. Once found, either keep it uninstalled or contact the app developer for further support. 

[keland]

It happens when the "standard" apps load. Ie before any "3rd party" apps are installed... i'll try that when my wife returns and let you know. (I have tried safe mode, I think it still happened, but I've been told to do the same thing so many times!

[keland]

I can confirm that it happens in safe mode. Playing Video in gallery crashes the gallery app

[AndrewL]

@keland: For clarity, were the affected videos captured using the Camera app on the device, or are they third party downloads? If the issue is still occurring while Safe Mode is enabled then I recommend sending an Error Report via the Samsung Members app, as this will allow our team of experts to take a deep dive into the software, and identify any potential problems. 

To do this, please head to the Members app > Support > Send feedback > Error reports > 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. 

[keland]

Videis captured on app. But others are obviously 3rd party, eg, BBC news. I've already done at least 3 times ref bug report, but I will do it again, detailing my initial diatribe

[keland]

Sent error report

[Keland_uk]

Well, mobile samsung engineer been out, as you'd expect no problem found. Still happening obviously, hes seen it and getting his company to talk to Samsung. Its ok until the 19 standard apps downloaded are installed. Then it drops out, ie before any other apps (which are all normal ones BTW) are restored.  This just isn't fit for purpose. I have suggested that they get someone to perform a reset on a S22 and see if they can reproduce it, hence prove its a software thing! There doesn't seem to be anyway of esculating this problem. Most people would have thrown the phone in the bin by now.