JUMP TO SOLUTION Solved

Original topic:

Virus causing pop ups and freezing

(Topic created: 06-29-2023 12:59 PM)
1098 Views
aryes24
Asteroid
Options
Galaxy S23

I have a virus and I've restarted in safe mode, cleared cache and data ran malware but it's not getting rid of the virus what do I do without having to do a factory reset?

1 Solution


Accepted Solutions
Solution
SamsungModerator1
Community Manager
Community Manager
Options
Galaxy S23

Hello, Welcome to the Community. We understand the frustration of pop-ups and having the phone freeze.

For the pop-ups, take a look at this article: https://www.samsung.com/us/support/answer/ANS00084982/

Steps to help with the phone freezing can be found here: https://www.samsung.com/us/support/troubleshooting/TSG01001416/

You can also try clearing the cache partition and repairing apps from 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.
- Run the repair apps option and your device will restart. 

If you continue to experience pop-ups and freezing on the phone after completing all the troubleshooting, it is recommended to have the phone evaluated by an authorized service center. You can use the following link to find a list of service centers in the U.S. that can do the repair: http://www.samsung.com/us/support/service/location or by contacting customer support at 1-800-726-7864.
For assistance outside the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html
 

View solution in context

5 Replies
DanG92263
Honored Contributor
Options
Galaxy S23
What makes you think you have a virus? I think the resolution, without a factory reset, would be dependent upon the virus your phone has.
0 Likes
Reply
aryes24
Asteroid
Options
Galaxy S23
Pop up websites keep coming up and it freezes
0 Likes
Reply
Solution
SamsungModerator1
Community Manager
Community Manager
Options
Galaxy S23

Hello, Welcome to the Community. We understand the frustration of pop-ups and having the phone freeze.

For the pop-ups, take a look at this article: https://www.samsung.com/us/support/answer/ANS00084982/

Steps to help with the phone freezing can be found here: https://www.samsung.com/us/support/troubleshooting/TSG01001416/

You can also try clearing the cache partition and repairing apps from 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.
- Run the repair apps option and your device will restart. 

If you continue to experience pop-ups and freezing on the phone after completing all the troubleshooting, it is recommended to have the phone evaluated by an authorized service center. You can use the following link to find a list of service centers in the U.S. that can do the repair: http://www.samsung.com/us/support/service/location or by contacting customer support at 1-800-726-7864.
For assistance outside the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html
 
Teknician
Comet
Options
Galaxy S23
Take a look in your apps, and there may be an installed app that has no icon. Uninstall it and also sort your apps by latest used, and look for anything that doesn't look right. Maybe an app you didn't install, or one who's name makes no sense.
0 Likes
Reply
aryes24
Asteroid
Options
Galaxy S23
I've checked all the apps and don't see anything unusual
0 Likes
Reply