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New Z Flip 5: Restarting, apps crashing, phone is not usable

(Topic created: 08-28-2023 10:49 AM)
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Ryad
Constellation
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Fold & Flip Phones

Hi there 

received my new Z flip5 but one week later it crashed. Always restarting on its own, static screen not responding, apps crashing and systematically making phone restart. 
even phone calls (basic function of a phone) blocks screen …to make it short, simply cannot use the phone

made it to Samsung technical after sales services, they tried everything but nothing.

they said it is a material problem maybe masterboard to be changed 

really disappointing for a Flagship device 

been an IPhone user for years and when i decided to try samsung here what happens 

Dont know what to do they refuse to replace device 

if anyone can help 

thanks 

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Samsung_Moderator
Community Manager
Community Manager
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Fold & Flip Phones

Hello, We understand how frustrating it is for the phone to randomly restart itself. There are some steps that may help. They should also help with the app concerns you are experiencing. 

I would try wiping the cache partition on your device and see if that helps any.

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

You can also try the troubleshooting steps here: https://www.samsung.com/us/support/troubleshooting/TSG01001475 

If the phone continues to restart randomly, it is recommended to have the phone evaluated at an authorized service center. You can use the following link to find a list of service centers near you that can do the repair: http://www.samsung.com/us/support/service/location or by contacting customer support at 1-800-726-7864.

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

For replacement options, you will need to check the exchange options with your retailer. 

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VerbumVeritum
Legendary Samsung Care Ambassador
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Fold & Flip Phones
What is the full model number of your device? Are you located outside the US? Your phone should have been replaced if this was a defect in the hardware.
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Fold & Flip Phones
Sounds like defective since mine is running smoother than butter. Today makes one week with mine and zero issues with heavy usage. My Note 20 Ultra and Pixel 6 haven't been used, only my Flip5 for the last 7 days.

Sounds as if you got a bad one. Return and get another.
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Solution
Samsung_Moderator
Community Manager
Community Manager
Options
Fold & Flip Phones

Hello, We understand how frustrating it is for the phone to randomly restart itself. There are some steps that may help. They should also help with the app concerns you are experiencing. 

I would try wiping the cache partition on your device and see if that helps any.

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

You can also try the troubleshooting steps here: https://www.samsung.com/us/support/troubleshooting/TSG01001475 

If the phone continues to restart randomly, it is recommended to have the phone evaluated at an authorized service center. You can use the following link to find a list of service centers near you that can do the repair: http://www.samsung.com/us/support/service/location or by contacting customer support at 1-800-726-7864.

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

For replacement options, you will need to check the exchange options with your retailer. 

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