FOLD 4 freezing. One screen works at a time.

[Members_gbqFVkZ]

Since tonight, while using the front screen, it froze on me and the big screen was black.  Whenever I do a reset (holding power and vol down) whichever screen is displayed, will work, but the other screen will be black. It also se3ms slower on the screen that's working at the time. I have also tried clearing cache.  Any ideas?  I just updated to UI 6.1.1 after the initial issue with no luck.

Thanks

[patriciostarr]

You might have to do a factory reset

[Samsung_Moderator · Accepted solution]

Hello, Welcome to the Community. We understand how upsetting it is for the screens to freeze and remain black. 

Rebooting the phone is the first suggestion to get the screens working. https://www.samsung.com/us/support/troubleshoot/TSG10001440/

You can find some additional steps for touchscreens issues here: https://www.samsung.com/us/support/troubleshoot/TSG10001974/

For a black screen, try these steps: https://www.samsung.com/us/support/troubleshoot/TSG10002028/

Also try running the diagnostics in the Members app under the Support tab.

If the phone continues freezing and the displays not working, we recommend having the phone serviced. 

You can use the following link to find a list of service centers in the U.S. that can do the repair: http://www.samsung.com/us/support/service/location or by contacting customer support at 1-800-726-7864.

For assistance outside the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html