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After update S21 Ultra frozen, unable to restart or answer calls

(Topic created: 3 weeks ago)
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Richie70
Asteroid
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Galaxy S21

My girl updated her 21 ultra and she can't do anything with it. Can't restart, can't answer calls cause won't swipe and she basically can't do anything. Anyone having same issues?

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SamsungRyder
Samsung Moderator
Samsung Moderator
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Galaxy S21

Hello, thanks for reaching out. I am sorry to hear that your girl's S21 Ultra after an update cannot restart or answer calls, and is generally frozen. You can try this guide's troubleshooting to the best of your ability: https://www.samsung.com/us/support/troubleshooting/TSG01001416/

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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4 Replies
Iamchaos13
Galaxy
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Galaxy S21
Restart? Reboot
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Richie70
Asteroid
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Galaxy S21
Can't even do that. Just froze
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MsVirgo87
Sun
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Galaxy S21
Call or take it to the carrier and see what they suggest
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Solution
SamsungRyder
Samsung Moderator
Samsung Moderator
Options
Galaxy S21

Hello, thanks for reaching out. I am sorry to hear that your girl's S21 Ultra after an update cannot restart or answer calls, and is generally frozen. You can try this guide's troubleshooting to the best of your ability: https://www.samsung.com/us/support/troubleshooting/TSG01001416/

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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