Does this occur when you place the device into safe mode?
Thank you for reaching out to us for assistance. Can you send us a private message with the below information here: http://bit.ly/2GH8URL
15 Digit IMEI number:
Model code of device:
Trying doing a forced reboot, follow the instructions below.
Press and hold the Power + Volume Down buttons for approximately 10 seconds or until the device power cycles. Allow several seconds for the Maintenance Boot Mode screen to appear.
From the Maintenance Boot Mode screen, select Normal Boot. You can use the volume buttons to cycle through the available options and the lower left button (below the volume buttons) to select. Wait for up to 90 seconds for the reset to complete.
Else try doing a wipe partition cache, follow instructions below.
Turn off the device.
Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
When the green Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
Press the Volume down key several times to highlight ‘wipe cache partition’.
Press Power button to select.
Press the Volume down key until ‘yes’ is highlighted and press the Power button.
When the wipe cache partition is complete, “Reboot system now” is highlighted.
Press the Power key to restart the device
Wiping the cache did not work for me. Nothing worked went to Best Buy and the Samsung Certified shop and no one was able to resolve. Now I have to wait 13 days for Samsung to try to fix my phone after having it less than 30 days. NEVER purchasing a Samsung product ever again I have received such poor support.