Updates on the issues?

[Members_pP6Y5fj]

Hi, although I am hugely disappointed with Samsung I am not giving up hope without 1 final search for an answer:

Ok so I'm sure you are all aware, especially considering that there are full blown news articles about it, there was an update that caused issues with a lot of peoples phones (S23's but could be others, I have only been focused on researching fixes for the S23 Ultra).  I am experiencing both issues that people have been complaining about:

- Touch no longer works, at all unless its with the pen.

- The screen goes black for random amounts of time (Could be an hour, could be a week)

My phone, which was unboxed in 2024, has no damage, has barely been used, screen protector, case. Its a brand new phone that I am paying a lot of money for, and yet here I am. 

Now I know what your thinking, duhhhh get them to swap it with another S23U or fix it. Yep true, but a couple of factors have lead me to posting here before just getting a new phone entirely and never going with Samsung again.

Firstly, if this issue is effecting so many people then clearly its either a recall needed, a software issues that can be fixed with a patch, or an easy fix people can do at home. Samsung went very quiet about the issue and its hard to find anything (other than the countless forum posts of people having the same issue, and eventually giving up). It seems Samsung just passed the blame onto Google (which google denied) and gave instructions on how to fix that has not worked for one person! This was months ago and nothing has been mentioned since, now I'm not one to just to conclusions, but to a lot of people it seems this was deliberate and actually patched in in order to get people to upgrade their phones to the S24, which, conveniently was released just after this issue begin for everyone. 

Now dont get me wrong, I'm not saying thats true, thats why I'm here to ask for any update and advice to fix this issue and regain my trust for Samsung as I feel a bit let down by them and potentially scammed. This has caused so many issues but I will keep a neutral stance.

Thanks for reading, I look forward to your reply, and my apologies if my post seems abit hostile. I am just abit annoyed that I am now in day 3 of a black screen (Black screen # 5 so far) and have a busy day out of the office.

[BandOfBrothers]

I own the Samsung Galaxy s²³ Ultra and haven't experienced these issues,  however this in no way suggests the real issues your experiencing isn't occurring. 

It just means not all phone's have been affected. 

I trust anyone experiencing issues send feedback via the Samsung Members App so that Samsung can look at this. 

Please do let us know how you get on. 

[Members_pP6Y5fj]

Yep, like I said I hope I didnt come off as hostile in my post, this has just caused a rme to have a really stressful morning and I wrote this as id finally sat down on the train and was still a bit heated. I do however feel like the "Fix" that Samsung said hasnt worked for anybody that has asked on the internet. Granted if the fix is well documented then why would anybody post, I get that, but I still see people posting about theirs not working. 

I'm not sure what the deal with adding external links in your posts so sorry  admin if this isnt allowed but this was quite a big thing in April, that seemed to get passed off. I'll just add one of a random news article, but feel free to google it.


https://mashable.com/article/samsung-galaxy-s23-touchscreen-issues-update-google-discover


I am just simply (admittedly overly worded and slightly fed up) asking for any update for anybody it didnt work for, as it did seem to happen after the update. I havent really used this phone much and dont want to just end up with issues again after going through the insurance so im unsure if I want to get a different phone. I loved this phone and dont really want to give up.

[KholaI]

Hey @Members_pP6Y5fj 

If your screen is randomly turning black whilst you're using it, or if it shuts off intermittently, it's definitely pointing to a major issues with the phone, though I can't say for sure if it's a software or hardware issue without an engineer inspecting the phone, or even an error log.

If you noticed the issue when you downloaded a certain app, then I'd recommend deleting this app and monitoring your phone. If you're unsure, please reboot your phone in Safe Mode by holding the Power button > Hold the Power off icon > Tape Safe Mode. This will restart your phone and allow your phone to run on its most basic interface, whilst temporarily disabling most third party apps. Whilst in this mode, please monitor the phone for a few hours to see if the issue occurs. If it doesn't, follow the aforementioned steps and remove any downloaded apps, until you find the culprit.

Alternatively, you can send in an error report within 15 minutes of experiencing the issue, so that our engineers can look into this. Head into the Samsung Members app > Get help > Error report. When sending this in, please be sure to include the error logs, any useful screenshots/error messages, and a detailed entry of the issue. Once they review the error log, our colleagues will be in touch.

[SmartWarex]

It’s really frustrating when something like this happens, especially with a new phone. It sounds like Samsung should definitely be more transparent about this issue. Have you tried a factory reset or booting into safe mode to see if it’s a software conflict? I hope they offer a solution soon, as it’s really disappointing to deal with something like this, especially on a high-end device.