We have received your email and noted on your concern about the device are having issues after the software update. Rest assured, we will be more than glad to assist you with this email.
We apologise for your difficulties. We do understand the frustration you are having right now, and we wish to append you with a few troubleshooting steps that you may perform from your end. Kindly verify if the issue persists after performing the steps below.
1. Force Restart your device. Please turn off the device. Then press and hold the volume down and power button together for 7 seconds. By doing a force restart, you’ll be effectively discontinuing running apps and services, potentially fixing the issue.
2. We would recommend you to monitor the device in the safe mode. Safe mode will help you determine that the issue caused at the device is due to the software or hardware issue. To perform Safe Mode on your device:
a. Power off device
b. Power on device
c. Hold down the volume down key as soon as you see the Samsung logo appearing on your screen
d. Keep holding down the volume down key until you see a safe mode phrase appearing on the bottom left corner of your device.
e. Then release the volume down key.
f. Exit Safe Mode. Power off the device - Power on the device just like normal.
Safe Mode will enable you to use your device as normal, but without any third-party apps download please use the device for a day in the safe mode.
3. If the issue does not occur in the safe mode. There is a possibility that the issue that caused at the device is due to the software issue. Thus, we recommend you to perform a reset setting at the device.
a. Setting
b. General Management
c. Reset
e. Reset Setting
For reset setting no worries reset setting will not lose the data but the setting apps will default, only factory data reset will lose all the data if you click on that button without a backup first.
4. Nevertheless, if the issue persists in safe mode, the next step would be the factory reset. We do realise that you're apprehensive about resetting the phone. However, rest assured that you can the phone's data before the reset so that you wouldn't have to lose any data. Once the reset is complete, the data can be restored.
Important: A Factory Data Reset will remove ALL user data, including downloaded applications, documents, calendar entries, contacts, pictures, and music.
You can back up the phone's data through Samsung Smart Switch. Please follow the instructions below to backup your phone's data.
a. Download and install Smart Switch Software on PC or Mac by following the web-links mentioned below. Samsung Smart Switch
b. Connect your phone to PC or Mac using the original USB charging cable.
c. Launch Smart Switch on your PC or Mac once the installation has been completed.
d. On the Smart Switch screen, click MORE
e. Click Preferences, then select the Backup items tab.
f. Select the content types you would like to backup, then click OK.
g. Click Backup on the main Smart Switch screen. It may take several minutes for the backup to be completed.
Now, to perform the factory reset, please refer to the instructions below:
a. Navigate to Apps > Settings.
b. Tap on General Management.
c. Tap on reset.
d. Tap on Factory Data Reset.
After performing a factory reset, please set up the phone and check if the issue persists before you restore the data to your phone.
If the issue persists, there is possibly the issue that causes at the device is due to a hardware issue. Thus we would recommend you to bring your device to our service centre for inspection by our technical team, and address your concerns accordingly.
Just a friendly reminder, please ensure that you back up the data one more time before you proceed with factory data reset and service centre to prevent data loss in any situation.
You may click this web link Find a Samsung Support Centre | Samsung Support Malaysia and enter your location. You can see the service centre location nearest to you.
We hope that we have addressed your enquiry and look forward to being of service to you again. Would greatly appreciate it if you could rate my service to you by taking a quick survey at the bottom of this email.
Do not reply to [email protected] as this is a system-generated email.
For further clarification, you may reply to this email via the "please click here" or “ask again” option located at the bottom portion of this page. Alternatively, you may contact us directly at 1800-22-8899 from Monday to Sunday (Including Public Holidays - Open 24 hours).
Thank you and have a pleasant day ahead.
Yours sincerely,
Husaini,
Samsung (M) Customer Care
1800-22-8899
Guvenli mod ise yaramadi
Zorla baslatta olmuyor
We apologise for your difficulties. We do understand the frustration you are having right now, and we wish to append you with a few troubleshooting steps that you may perform from your end. Kindly verify if the issue persists after performing the steps below.
1. Force Restart your device. Please turn off the device. Then press and hold the volume down and power button together for 7 seconds. By doing a force restart, you’ll be effectively discontinuing running apps and services, potentially fixing the issue.
2. We would recommend you to monitor the device in the safe mode. Safe mode will help you determine that the issue caused at the device is due to the software or hardware issue. To perform Safe Mode on your device:
a. Power off device
b. Power on device
c. Hold down the volume down key as soon as you see the Samsung logo appearing on your screen
d. Keep holding down the volume down key until you see a safe mode phrase appearing on the bottom left corner of your device.
e. Then release the volume down key.
f. Exit Safe Mode. Power off the device - Power on the device just like normal.
Safe Mode will enable you to use your device as normal, but without any third-party apps download please use the device for a day in the safe mode.
3. If the issue does not occur in the safe mode. There is a possibility that the issue that caused at the device is due to the software issue. Thus, we recommend you to perform a reset setting at the device.
a. Setting
b. General Management
c. Reset
e. Reset Setting
For reset setting no worries reset setting will not lose the data but the setting apps will default, only factory data reset will lose all the data if you click on that button without a backup first.
4. Nevertheless, if the issue persists in safe mode, the next step would be the factory reset. We do realise that you're apprehensive about resetting the phone. However, rest assured that you can the phone's data before the reset so that you wouldn't have to lose any data. Once the reset is complete, the data can be restored.
Important: A Factory Data Reset will remove ALL user data, including downloaded applications, documents, calendar entries, contacts, pictures, and music.
You can back up the phone's data through Samsung Smart Switch. Please follow the instructions below to backup your phone's data.
a. Download and install Smart Switch Software on PC or Mac by following the web-links mentioned below. Samsung Smart Switch
b. Connect your phone to PC or Mac using the original USB charging cable.
c. Launch Smart Switch on your PC or Mac once the installation has been completed.
d. On the Smart Switch screen, click MORE
e. Click Preferences, then select the Backup items tab.
f. Select the content types you would like to backup, then click OK.
g. Click Backup on the main Smart Switch screen. It may take several minutes for the backup to be completed.
Now, to perform the factory reset, please refer to the instructions below:
a. Navigate to Apps > Settings.
b. Tap on General Management.
c. Tap on reset.
d. Tap on Factory Data Reset.
After performing a factory reset, please set up the phone and check if the issue persists before you restore the data to your phone.
If the issue persists, there is possibly the issue that causes at the device is due to a hardware issue. Thus we would recommend you to bring your device to our service centre for inspection by our technical team, and address your concerns accordingly.
Just a friendly reminder, please ensure that you back up the data one more time before you proceed with factory data reset and service centre to prevent data loss in any situation.
You may click this web link Find a Samsung Support Centre | Samsung Support Malaysia and enter your location. You can see the service centre location nearest to you.
We hope that we have addressed your enquiry and look forward to being of service to you again. Would greatly appreciate it if you could rate my service to you by taking a quick survey at the bottom of this email.
Do not reply to [email protected] as this is a system-generated email.
For further clarification, you may reply to this email via the "please click here" or “ask again” option located at the bottom portion of this page. Alternatively, you may contact us directly at 1800-22-8899 from Monday to Sunday (Including Public Holidays - Open 24 hours).
Thank you and have a pleasant day ahead.
Yours sincerely,
Husaini,
Samsung (M) Customer Care
1800-22-8899
Guvenli mod ise yaramadi
Zorla baslatta olmuyor
