Hi, @KWS23. Further to what @Piper123 advised, an Error report (as long as an error log is enclosed) is sent to the software team for analysis and review. The experts work on a queue-based system, so will get back to you as soon as possible. Some issues require further investigation, and this makes it difficult to say how long it'll take.
If you ever need to send an Error report, please include screenshots, example photos, videos, and audio files (if applicable) to support your query. The more information, the better. Data can be added by tapping the paperclip icon (upper right). This will help our experts gain a better understanding of the situation.
I'm sorry to learn that you're experiencing an issue with your phone, @KWS23. We're also here to help in the meantime, so please feel free to elaborate.
Once you've submitted the Error report, it'll be processed and sent to the software team (as long as you included an error log).
Generating an error log collects the background data and allows the team to confirm what is going on in the background. The experts will then be able to review the logs and get back to you with a solution.
To do this, please head to the Samsung Members App > Support > Under “Send Feedback” tap on “Error Reports” > Choose the most relevant category displayed. If none of these are related to the issue, select "Others". Be sure to provide a detailed description of the issue, then tap on "Send System Log Data".
I hope this helps and, again, we are happy to assist you further in the meantime (as it's possible that the issue you've encountered can be resolved before you receive feedback/confirmation from the software team).
