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Messages are frozen after software update

(Topic created: 03-22-2023 05:44 PM)
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user0ySuSmlPS2
Constellation
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Other Mobile Devices

My Galaxy a51 did a software update and now messages is frozen. I can receive but I can't type anything. 

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Samsung_Moderator
Community Manager
Community Manager
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Other Mobile Devices

Hi user0ySuSmlPS2, thank you for reaching out, and welcome to the Community. I can see how inconvenient it is to not be able to type in your messages. 

First thing to try is wiping your device's cache partition. After updates, this can help improve device behavior. The steps are:
• Ensure the device is powered off. If the device is unresponsive/frozen, press and hold the Power button for approximately 10 seconds or until the device power cycles.
• Press and hold the Volume Up button and the Home button.
• While continuing to hold the Home and Volume Up buttons, press and hold the Power button until 'RECOVERY BOOTING' appears in the upper left then release all buttons.
• Select wipe cache partition. Utilize the Volume Up/Down buttons to highlight and the Power button to select.
• Select reboot system now. Option is highlighted, utilize the Power button to select.

If the cache clear still has your messages frozen from typing, try Safe Mode to see if a third-party application may be responsible. You can use this guide for Safe Mode: https://www.samsung.com/us/support/answer/ANS00062983/

If messages behaves the same way under Safe Mode, it may be time to try a factory reset. Make sure to follow the guide carefully, and back up everything you do not wish to lose: https://www.samsung.com/us/support/answer/ANS00062029/

If the troubleshooting is not helpful, the phone will need to be evaluated by a certified technician. For service in the U.S., you can take the phone to a local U.S. walk-in service location https://www.ubreakifix.com/samsung or to ship the phone in for service, please reach out to us via one of the following options: 1. Facebook Messenger: http://m.me/samsungsupport 2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513- 3. Private Message: https://bit.ly/3hzZfw8 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.

For service outside of the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html



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Solution
Samsung_Moderator
Community Manager
Community Manager
Options
Other Mobile Devices

Hi user0ySuSmlPS2, thank you for reaching out, and welcome to the Community. I can see how inconvenient it is to not be able to type in your messages. 

First thing to try is wiping your device's cache partition. After updates, this can help improve device behavior. The steps are:
• Ensure the device is powered off. If the device is unresponsive/frozen, press and hold the Power button for approximately 10 seconds or until the device power cycles.
• Press and hold the Volume Up button and the Home button.
• While continuing to hold the Home and Volume Up buttons, press and hold the Power button until 'RECOVERY BOOTING' appears in the upper left then release all buttons.
• Select wipe cache partition. Utilize the Volume Up/Down buttons to highlight and the Power button to select.
• Select reboot system now. Option is highlighted, utilize the Power button to select.

If the cache clear still has your messages frozen from typing, try Safe Mode to see if a third-party application may be responsible. You can use this guide for Safe Mode: https://www.samsung.com/us/support/answer/ANS00062983/

If messages behaves the same way under Safe Mode, it may be time to try a factory reset. Make sure to follow the guide carefully, and back up everything you do not wish to lose: https://www.samsung.com/us/support/answer/ANS00062029/

If the troubleshooting is not helpful, the phone will need to be evaluated by a certified technician. For service in the U.S., you can take the phone to a local U.S. walk-in service location https://www.ubreakifix.com/samsung or to ship the phone in for service, please reach out to us via one of the following options: 1. Facebook Messenger: http://m.me/samsungsupport 2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513- 3. Private Message: https://bit.ly/3hzZfw8 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.

For service outside of the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html