Thank you for responding. When units fail to work properly it is possible a third party app is causing the issue. Placing your phone in safe mode will allow you to identify if a third party app is causing the problem. To do so please follow these steps: 1. Completely power off the phone or tablet. 2.Turn on the device and when the Samsung logo appears, press and hold the Volume down key. 3.If done correctly, "Safe mode" will display on the bottom left corner of the screen. If "Safe mode" does not appear, repeat the previous steps. 4.Once you're in Safe mode, you can remove the third-party app that is causing issues. Start by removing apps that were updated or installed when the problem started. 5.To exit Safe mode, simply restart your phone or tablet and it will reboot normally. Or, you can tap the Safe mode notification; swipe down from the top of the screen, and then tap the Safe mode is on notification. Tap Turn off.
The next step you can attempt to solve this is to factory rest your phone. This will erase your personal information and you will be able to access your unit in a clean slate. Please make sure to back up your data before perfoming a Factory Data Reset. To perform the reset please follow these steps: 1.Navigate to and open Settings, and then tap General management. 2.Swipe to and tap Reset, and then tap Reset all settings. 3.Review the information, and then tap Reset settings. 4.Tap Reset to confirm. Your phone will restart after a few moments. Lastly, I recommend letting a service technician have a look. As we would like to gather additional information, and look at this from a case by case basis please provide the full model code and IMEI number of the device as well as your best contact phone number, name, and email.
