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Original topic:

Videos are freezing on my S21 Ultra plus

(Topic created: 10-19-2021 08:20 AM)
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userAcwPNQJEGV
Constellation
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Galaxy S21

Why are videos freezing on the galaxy ultra 21 plus? I have tried everything and everything freezes mid video on all my apps. 

1 Solution


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SamsungAdam
Samsung Moderator
Samsung Moderator
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Galaxy S21

I understand how frustratng 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
juice420
Cosmic Ray
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Galaxy S21
did you get the newest update? I also own 2 of them with no problems it might be the program for the videos
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userAcwPNQJEGV
Constellation
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Galaxy S21
Yes I recently updated it
SamsungJoJo
Samsung Moderator
Samsung Moderator
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Galaxy S21

Hello there!

 

I see that you recently updated your device. I would recommend wiping the system cache partition since you are experiencing some issues after the update. Doing this step is good to do after an update and safe to do.

 

 

The system cache partition stores temporary system data. It's supposed to allow the system to access apps more quickly and efficiently, but sometimes things get cluttered and outdated, so a periodic cache clearing can help make the system run more smoothly.

 

  1. Turn off the device.
  2. Press and hold the Volume Up key and the Side key.
  3. When the Android logo displays, release both keys.
  4. An 'Installing system update' message may show briefly before the Android Recovery menu options appear.
  5. Press the Volume down key several times to highlight Wipe cache partition.
  6. Press Side key to select.
  7. Press the Volume down key to highlight Yes, then press the Side key to select.
  8. When the process is complete, Reboot system now is highlighted.
  9. Press the Side key to restart the device.

 

user20P2vtK1Tx
Constellation
Options
Galaxy S21

I was also having this same issue since the update. I just tried your suggestion. I really hope it works because it was driving me crazy

SamsungJoJo
Samsung Moderator
Samsung Moderator
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Galaxy S21

Hello!

 

I hope the steps I provided help with your concerns. Keep me posted on the outcome. 🙂

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Sgt_Stubby
Astronaut
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Galaxy S21
This has been happening to me also and it's the same exact situation and I've done all the troubleshooting on my side and still is doing the same issue on multiple apps
Solution
SamsungAdam
Samsung Moderator
Samsung Moderator
Options
Galaxy S21

I understand how frustratng 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.

Chief19
Cosmic Ray
Options
Galaxy S21
I am having the same issue and I did the exact instructions from @SamsungoJo suggested x 2, and it is still doing the same thing. Any additional suggestions?
usereApzsP7Exm
Astronaut
Options
Galaxy S21
I am also having this issue.