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Asteroid

Malfunctioning Phone?

My photo auto updated to UI 2.0 now my gallery, Notes, chrome, messenger and play store all crash after about a minute. I can't download any pictures from anywhere, or applications from the play store as they permanently stay waiting for download. The gallery shows the albums and cover pictures but when I go in the shows no files, as if nothing is there. I can't seem to get anything to work, screenshots only present me with a white photo that I can't even preview. Normal pictures dont even work. I wasn't given a choice to not upgrade. Now my phone is almost useless and I may have lost all my files how do I recover them? The storage space is still being used so I'm assuming they are all still in my internal memory can anyone help?

I really don't want to have to factory reset my phone or get a new one. This is all rather frustrating and I know of only one other user who is having this problem and both have received no answers.

7 REPLIES 7
Product Expert

Re: Malfunctioning Phone?

Hello,

 

Can you tell me what kind of device do you have?

 

You can bring your device to an authorized repair center (UbreakIfix, Best Buy) and ask for a hope update, if that doesn't work, they might perform a factory reset with their software. Please backup your data to the cloud and/or SD card.

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Asteroid

Re: Malfunctioning Phone?

I have a standard Galaxy S9 I suppose. I'll see about bringing it to one of the places you mentioned. I'd really like to get my phone back to normal.

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Samsung Care Ambassador

Re: Malfunctioning Phone?

Have you tried wiping the device cache partition? This would clear any scrambled settings but not change the apps that are loaded on your phone. 

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Asteroid

Re: Malfunctioning Phone?

Would it delete anything important or otherwise?

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Asteroid

Re: Malfunctioning Phone?

Never mind. Tried this option and was not successful.

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Product Expert

Re: Malfunctioning Phone?

Hey Magnus,

Sorry you're having this issue. A couple of other things that have been successful with software and content issues 

  • If you are using an SD card
    • Remove the card, restart the phone without the SD card (sometimes you may have corrupted or conflicting software on the SD card)
    • Remove the card, backup 3rd party app content, remove 3rd party apps, restart the phone without the SD card
  • If you are not using an SD card
    • backup 3rd party app content, remove 3rd party apps, restart the phone without the SD card

Beyond this, I would also recommend a software flash from an authorized Samsung repair center. You can find open locations in your area by visiting www.samsung.com/support

 

Keep us posted, as this is very strange and we want to help.

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Asteroid

Re: Malfunctioning Phone?

I am not using an SD Card of any sort so the first solution is a no go. As far as the second solution goes, what would be considered a 3rd Party Application? Forgive my lack of knowledge. I haven't had any problems with my phone until after the update.

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