New Update UI 6.1 touch screen unresponsive on S21

[MPopescu]

After installing the latest update on both phones (S21 5G and S21 5G Ultra 512 GB 16 RAM) the touchscreen became unresponsive. I noticed that the date automatically was changed on both phones to 3rd May 16.00.

The only thing that is working are sides buttons. 

I managed to start the recovery console using:

 1. Side button + Volume down to restart the phone

2. Then very quick I change to Side button + Volume up

I wiped the cache partition and also performed a factory reset on S21 5G but unfortunately did not solve the issues. The only change is that the phone is starting the setup (with a padlock locked on top left corner) a new phone but I cannot interact to set it up.

I assume that the main and major issues are with UI.6.1

Is there anything I can do for downgrading the android/UI and recover the information I have on S21 Ultra?

I hope that there is a quick solution as it is so frustrating for having two top phones and to not be able to use any of them. At the moment I'm lucky to have an A70 with older android and UI but I'm thinking of leaving Samsung after many years and products and not buy any other.

Thank you.

[1slickpuppy]

I am another user with the same problem. If you're reading this pls post if you are having this issue as well.

[AntS]

Hi all,

Firstly, regardless of whether a product is in or out of warranty we always advise having your Samsung product repaired by an approved/authorised Samsung engineer/technician in order to ensure any work carried out is up to Samsung’s standards for safety and quality: https://eu.community.samsung.com/t5/news-rules-faqs/community-policy-on-dangerous-diy-unorthodox-rep... In addition, an approved/authorised Samsung technician will always properly assess the overall situation with a product, and provide reports back to Samsung --  the latter of which can be crucial in the understanding of why an issue is occurring, and in producing and advising on a solution(s) for all who are affected.

This advice can also extend to the firmware on a product, where an unauthorised and DIY approach can lead to further problems and might not even fix the issue at hand.

Secondly, if all the advised troubleshooting steps up to and including a factory reset haven’t resolved the issue (or you simply are unable to physically carry those steps out), and you’re unable to send error reports with software log files via the Members app, then (as some in the thread have correctly said and done) it is best to contact your local Samsung Support for advice and repair options.

If you’re based in the UK, that can be done by following the steps relevant to you here: https://www.samsung.com/uk/support/repair?  , or by following the steps relevant to you for contacting Support here: https://www.samsung.com/uk/support/contact/  If you’re based elsewhere, then check out your country’s Samsung website for further advice that’s relevant to you: https://www.samsung.com/uk/function/ipredirection/ipredirectionLocalList/

[Mohamed Hashish]

Hello 

The problem seems to be general and related to the latest update 

I actually went to the Samsung customer service center and they didn't offer anything.

Knowing that my device has not been used, the device is new

S21 ultra 5g 

[Dean9877]

They should do something. At they try to solve your problem or give other suggestions.

[NickOO]

Samsung problem is greed. Why they don't build fridges instead?

[EthanElvin2019]

If your from SAMSUNG, you should make a report that the UI 6.1 is the main issue why we're all suffering now. In the first place the software update is the main reason why our phone broke down and the screen isn't functioning. Why should we go to the technician if the phone is normally running from UI 6.0 and after the update it wasn't ruin?. The fixed on this is to release a new firmware to fix the issue! and next time before you release something to your customer make sure it won't create any inconvenience on the customer! 

[Dean9877]

Can samsung do manual update for those affected by releasing temporary update that user able to downgrade to 6.0. I suspect Galaxy AI in 6.1 cause this issue. 

[EthanElvin2019]

They should! that support the new binary code which in 11.

I think they just want us to go to service center so they would gain by their own fault!

If someone from SAMSUNG reading this thread, your phone isn't cheap to give this kind of inconvenience on your customer! This very disappointing! Even the customer care hotline keep on insisting to go to their service center to check the phone! Update should fix the phone not to ruin it!

[NickOO]

I'm thinking that the problem may have something to do with messing with developer mode any time before the update took place....? Any more ideas?

[Mohamed Hashish]

They suggested changing the screen for a very large amount 

Unaware that the problem is technical and not hardware