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Constellation

video sound stops or video freezes

I have an S9 and recently, right after the update, when I watch videos I have one of 2 issues:

 

Instagram IGTV videos: after a certain amount of time (varies per video, usually less than a minute), the sound stops. The video keeps playing, but with no sound. 

 

YouTube/Facebook/Hulu/etc videos: after about 20-50 seconds, the video stops. I hit play and it starts again but then stops again after a little bit, roughly same amount of time. Start/stop/start/stop.

 

I haven't installed any new apps, I've restarted it, I've checked all battery and sound settings, and I can't access these apps in safe mode so I can't tell what the culprit is. Any ideas?

3 REPLIES 3
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Samsung Moderator
Samsung Moderator

Re: video sound stops or video freezes

Thank you for reaching out. I would recommend force stopping and clearing the cache for the apps your are experiencing these symptoms with. Give these steps a try: go to settings > apps > tap on the app your are experiencing the symptom with > tap on force stop > then tap on storage and clear the cache.

 

Next, I would recommend wiping the cache partition on your device. 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 It's supposed to allow the system to access apps more quickly and efficiently, but sometimes things get cluttered and outdated, so a periodic cache clearing can help make the system run more smoothly. Give these steps a try:

 

  1. •    Turn off the device.
  2. •    Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  3. •    When the Android logo displays, release all three keys.
  4. •    An 'Installing system update' message will show for 30 - 60 seconds before the Android system recovery menu options appear.
  5. •    Press the Volume down key several times to highlight wipe cache partition.
  6. •    Press Power key to select.
  7. •    Press the Volume down key to highlight yes, them and press the Power key to select.
  8. •    When the wipe cache partition is complete, Reboot system now is highlighted.
  9. •    Press the Power key to restart the device.

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





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Constellation

Re: video sound stops or video freezes

Thank you for your response. I tried both of the solutions you offered and it's still happenening. It's weird. I've tried uninstalling and reinstalling apps too.

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Samsung Moderator
Samsung Moderator

Re: video sound stops or video freezes

You're welcome! Regretfully, the next step would be to do a factory reset on the phone to correct any possible software glitches. Be sure to do a complete backup before resetting. https://www.samsung.com/us/support/answer/ANS00062029



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



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