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Z Flip 5 - Patch/performance update crashing UI

(Topic created: 05-27-2024 05:10 AM)
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Drag141
Constellation
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Fold & Flip Phones
On random occasions when leaving the phone idle and turned off, the UI crashes when attempting to turn the device on. 

Since the phone cannot work at all without the UI, your new update causes the phone to be rendered useless at random occasions and needs to be fixed as soon as possible. 

PLEASE FIX THIS ISSUE.

For those who deal with this problem, the "temporary" fix is to hold the power button (may take >10 attempts) until you see the option to restart the device, as soon as that menu appears, hold the volume down button in addition to the power button which causes the phone to restart and work as normal until the crash occurs again.

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Solution
Samsung_Moderator
Community Manager
Community Manager
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Fold & Flip Phones

Hello, We understand the frustration of UI crashing when trying to turn on the phone. There are some steps that can correct this behavior.

Try clearing the cache and data for the One UI app. https://www.samsung.com/us/support/answer/ANS00077611/ 

We also recommend clearing the cache partition 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. 
Lastly, try backing up the phone 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 UI crashing, 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

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Axelg
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Fold & Flip Phones

Experiencing the same issue since the update. Happens at least once a day, being extremely frustrating.

Please launch a fix asap. 

Solution
Samsung_Moderator
Community Manager
Community Manager
Options
Fold & Flip Phones

Hello, We understand the frustration of UI crashing when trying to turn on the phone. There are some steps that can correct this behavior.

Try clearing the cache and data for the One UI app. https://www.samsung.com/us/support/answer/ANS00077611/ 

We also recommend clearing the cache partition 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. 
Lastly, try backing up the phone 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 UI crashing, 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

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