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Samsung S21 Plus videos freezing after update

(Topic created: 10-19-2021 08:36 PM)
Catomas
Asteroid
Options
Galaxy S21

Two updates in the past couple months have messed my phone up. The first one made my entire screen go black, I couldn't do anything to it and had to take time off work to drive 45 mins away to have it fixed. I'm thankful of the year warranty for covering it. This newest update has now started freezing videos in various apps. It's annoying. I did a factory reset because I was so frustrated - this didn't even fix the issue. There is a bug in your update, please fix it and leave well enough alone. 

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Solution
SamsungRei
Samsung Moderator
Samsung Moderator
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Galaxy S21

I understand how frustrating this is. Thank you for reaching out. Here are some things to assist with freezing and crashing on a device: https://www.samsung.com/us/support/troubleshooting/TSG01001416/ 

It sounds like a software reflash may be the next step if the troubleshooting provided doesn't resolve your symptoms. Please know that you will have to back up all of your data prior to the software reflash. We have a couple of options available:

 

1.UbreakIfix-Authorized walk-in service center for Samsung: https://www.samsung.com/us/support/ubreakifix

 

2. Ship your device in for service. Please feel free to reach out to us directly via one of the following options and include a link to this thread.

 

1. Facebook Messenger: http://m.me/samsungsupport

2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513

3. Or you can use the following link below to request service. https://www.samsung.com/us/support/service/

4. Private message: http://bit.ly/2JH2rq2 If the PM link is not working for you, you can click on my name and send me a private message directly from my profile.



Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.



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9 Replies
Je655
Red Giant
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Galaxy S21
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Catomas
Asteroid
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Galaxy S21
Yes, I did. I cleared the cache to every single app on my phone and I cleared the cache partition before factory resetting.
shaygirl51
Astronaut
Options
Galaxy S21
I didn't is that what I have to do?
Catomas
Asteroid
Options
Galaxy S21
It won't work but I'd suggest do it.
shaygirl51
Astronaut
Options
Galaxy S21
Mines is like that too what can I do
shaygirl51
Astronaut
Options
Galaxy S21
I didn't reset it
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shaygirl51
Astronaut
Options
Galaxy S21
I'm with boost mobile
Catomas
Asteroid
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Galaxy S21
T-mobile/Sprint here, so it's not the network.
Solution
SamsungRei
Samsung Moderator
Samsung Moderator
Options
Galaxy S21

I understand how frustrating this is. Thank you for reaching out. Here are some things to assist with freezing and crashing on a device: https://www.samsung.com/us/support/troubleshooting/TSG01001416/ 

It sounds like a software reflash may be the next step if the troubleshooting provided doesn't resolve your symptoms. Please know that you will have to back up all of your data prior to the software reflash. We have a couple of options available:

 

1.UbreakIfix-Authorized walk-in service center for Samsung: https://www.samsung.com/us/support/ubreakifix

 

2. Ship your device in for service. Please feel free to reach out to us directly via one of the following options and include a link to this thread.

 

1. Facebook Messenger: http://m.me/samsungsupport

2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513

3. Or you can use the following link below to request service. https://www.samsung.com/us/support/service/

4. Private message: http://bit.ly/2JH2rq2 If the PM link is not working for you, you can click on my name and send me a private message directly from my profile.



Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.



Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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