05-05-2023 09:06 AM in
Hi everyone, this is my first post on this community and I'd be very grateful for you help. I have a problem with a Samsung A51. It was bought brand new in 2021, it has no physical damage and is used mainly for basic stuff i.e. internet browsing, photos, text, calls, videos etc. The main app used over the last 2 years is IG. Recently when on IG the phone froze. So now when the power button is held down the Samsung logo appears then the screen just goes black. The alarm had been set for 11'clock & that still sounds then switches itself off but the screen remains black. There are very precious photos on the phone that I desperately want to keep & unfortunately weren't backed up. Can anyone advise me please?
06-05-2023 05:48 AM - last edited 06-05-2023 05:50 AM
Hello @Sal211 and Welcome to the Samsung Community Forum 😀
I'm sorry to hear of the issues you have with your phone.
I assume the " IG App " is a trading app and from the Google Playstore so this shouldn't have caused conflict.
Either the software has glitched or there's some hardware issue inside.
Are you definitely sure the phone didn't back up your photo's ?
Usually Onedrive would back them up if allowed to do so.
If you haven't definitely not backed up your photo's then I wouldn't recommend to Hard Reset
As this would invariably delete your personal data.
You could try a Force Restart as explained in Blank or black display on a Samsung phone or tablet
Something in here may help > Samsung Link > I-smashed-my-screen-and-cannot-use-the-touchscreen-is-there-any-way-to-access-my-data...
A Samsung Service Centre or Samsung Experience Store maybe able to help too.
A highstreet store that specialises in accessing photo's from a glitching phone maybe able to help but be 💯 clear to them that they must not force entry or reset in anyway due to the photo's your trying to preserve.
I know this is hindsight but when you've hopefully resolved this issue please do consider setting up Onedrive or an alternative such as Dropbox etc.
Prevention is better than cure my friend.
If I can be of any further help then please don't hesitate. Take care. 😎
Daily Driver > Samsung Galaxy s²³ Ultra 512Gb in Phantom Black.
The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "