Fold 5 Crashing Out of the Box

[MillieB]

I purchaced a Fold 5 today, and despite nothing having happened in the few hours I have had the device, it crashes almost every time I close the screen. It worked flawlessly until i set it on my table to grab my headphones, when I came back it wouldnt turn back on. It functions normally with the screen opened, but the moment it is shut the device starts lagging or just crashes instantly. Any help is appreciated. 

[jack william]

Oh no, that's frustrating! Try a soft reset first. If that doesn't work, check for any available updates or contact Samsung support. It might be a glitch they're aware of and can guide you through a fix. Hope it gets sorted out!

[SamsungRei · Accepted solution]

Hello, Welcome to the Community. We understand the frustration of your phone crashing. There are some steps that can correct this behavior.

We recommend clearing the cache partition and repairing the apps in the recovery menu. 

To get to recovery mode: 

- Turn off phone

- Once off, hold down volume up and power buttons simultaneously 

- When Samsung logo appears, release power button BUT KEEP HOLDING VOLUME UP until the recovery menu appears

- Use volume buttons to navigate down to clear cache (NOT CLEAR DATA/ FACTORY RESET) 

- Use power button to select. 

- Run the repair apps option and your device will restart. 

You can also try backing up your data and doing a factory reset. https://www.samsung.com/us/support/answer/ANS00062029/ 

If you've completed all the troubleshooting and are still experiencing concerns with the phone crashing when closed, we recommend having the phone evaluated by a certified technician. You can use the following link to find a list of service centers in the U.S. that can do the evaluation: http://www.samsung.com/us/support/service/location 

or by contacting customer support at 1-800-726-7864.

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