Original topic:

Note 9 camera freezes

(Topic created: 09-05-2018 08:25 AM)
Sopopc123
Constellation
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Galaxy Note Phones

I've noticed that on my note 9, that the camera freezes while taking pictures. It's worse while shooting videos with a lot of lagging. 

I don't know if anyone one else have experienced this.

 

 

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user0y6sCaTD7A
Asteroid
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Galaxy Note Phones

I have the 128g and am having the problem. 

MikeBates
Asteroid
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Mine is 128 as well with the problem.  On phone with Samsung "support" again. Still they seem completely incompetent.  Please send your phone in for repair.  My response: No, that's ridiculous. This is infuriating. 

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TheRabbi
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Uh...you must have missed the follow-up post: the problem is back; firmware flash fixed nothing. 
@TheDaniel wrote:

Two things. As far as I can tell, this is an issue with the 512 version. If you have the 128 and have camera problems, note this so it's not part of my case file.

Second, another user posted that a software refresh fixed this. Other replies argued that a factory reset, rebooting the phone and staring at it with a mean look did not fix it. These are not the same thing. For those who dont feel like reading past the current page, I will copy/paste their post. If all you want to do is publically complain without hoping for a resolution, carry on...

 

Re: Note 9 camera freezes 
 

Hi all. I wanted to follow up on my post from few days ago. I finally caved and took my phone to Ubreakifix even though I was extremely skeptical at the suggestion from Samsung. This was on Thursday, 10/11/18 .  They did "reflash" the software on my phone which the technician explained as going a step further than doing a hard reset as it does something with the partitions on the phone which a hard reset doesn't.  Anyway....I will say that I have not had the issue with the camera or video freezing since they did that and I have been trying to use it pretty heavily to test it.  I have put most all of my apps back on the phone and have been using the phone as I did before I took it in...without the issue.  The reason I have a bit more confidence that this may have actually helped is b/c I have noticed other software differnces that make me think this software is slightly different than what came on the phone from Verizon.  For instance, when I write a screen-off-note, it is now the signature yellow ink.  My phone actually never did that initially.  Also, when I try to back up my samsung gallery photos, the little menu option now says Verizon cloud.  It used to say Samsung cloud.  So it does actually seem like the software is subtly different than it was before.  That combined with the fact that the issue hasn't occurred again makes me think it may be worth a shot if you're near one of their service areas.  It took about 35 minutes total.  Hope my phone continues to work well and it helps you all too


 

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@MikeBates has confirmed that doing the full reinstall of the ARH6 firmware did not help at all. This is again the issue with the firmware itself. If the memory leak is in the software, it'll keep happening no matter how many times you reinstall the firmware.

 

And doing a full factory reset of the phone is equivalent to reinstalling the firmware. The upgrade process verifies the installation is done correctly

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When I posted a few pages back with my experience calling Samsung and their office of the president, I said you need to make sure they escalate the issue and make it a known problem. 

 

Their support reps explained to me that unless an update is available, no one tells them anything. So don't be surprised if they sound clueless. Because they aren't kept aware of these kinds of backend issues. 

 

They'll keep asking for you to send your phone in but until a software fix is available, sending the phone in won't do anything. 

 

Make sure they escalate the issue to every department involved in getting this fixed. This is the only way they'll pay attention to this problem.

 

And when you email the office of the president, make sure to ask for a call back. Then ask for it to be escalated and ask if this is an issue lots of people have called in about. 

 

@Samsung_Stephanie @SamsungLarryK has there been any updates? You guys were the first ones made aware of this issue. Hopefully 30 pages of complaints later Samsungs software team is finally aware of the problem? 

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Samsung_Stephanie
Samsung Moderator
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userI4q3GCFuFx, sadly nothing new to report just yet. I know that's a frustrating response. Once we know more, we'll be posting publicly. I'm sorry it's taking so long to get an answer on this for you guys. 


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@Samsung_Stephanie  @   

 

Well as salty as many of us are, especially me, I do appreciate your fast responses.

 

I'm assuming the software departments are working on a fix right? You've let them know of this issue weeks ago

Samsung_Stephanie
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I'm making the same assumption, we've escalated this to our specialists but that's about as far as we get to see into the "back-end" of things. We were told that the baseband versions were especially helpful with this issue, so I think it's a safe assumption that it's software related. But, I can't 100% confirm that without them saying so directly. 


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@Samsung_Stephanie ok perfect that's good to hear!

 

And yea I think we've been asked to provide the basebands since day one. So far it looks like it's definitely isolated to the Note 9s with the Sony IMX-345 sensor which seem to be most commonly in the Snapdragon 845 models. Thankfully the same Sony sensor was also used on the Snapdragon S9 and S9+ phones. So it should not a wide recall type of issue like a hardware problem. The behavior is very similar to a memory leak since it doesn't occur after a fresh restart and will start freezing at an unpredictable time afterwards. 

 

I've contacted multiple Youtubers with the phone and no one with an exynos model has had this problem. 

 

Well at this point I think it's safe to say Samsung is definitely aware of the problem.

 

I'd even bet this issue is why the October camera improvement firmware update is delayed on the US phones. All the exynos international models have received the update according to users on Reddit.

 

Thanks so much for you help! 

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We've known for weeks that the ARH6 firmware still has the camera-freeze problem. There's some hope that ARJ1 (not yet available in the US) may fix it. Can anyone with ARJ1 tell us if their camera works properly?

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