topic Re: Video playback issues on S24, sent to repair but couldn't reproduce. in Android Devices

Video playback issues on S24, sent to repair but couldn't reproduce.

ShiroN3K0 — Mon, 31 Mar 2025 16:10:51 GMT

I've had an issue with my S24 since I obtained it on contract just over 6 months ago, it's an issue that's annoying but that doesn't make it unusable, but it's annoying.

Basically, in certain applications when playing a video, the video will become pixelated and artifact constantly making it hard to see exactly what is going on, this happens for GIFs as well, so it's annoying, but it specifically only happens on applications like any web browser (Chrome, Opera, Firefox), Facebook, Twitter and Reddit, basically anything that uses web embed to play their content.

Youtube on the other hand plays flawlessly 99% of the time (It HAS happened on youtube a couple of times, but closing and opening the video usually fixes it).

So i did what i could, i cleared the cache from startup, wiped the device to factory multiple times and nothing worked, so i decided to wait and see if a software update would fix it, and yeah, 6 months later still the same, i tried all sorts of weird fixes people talked about but nothing, contacted EE support and did what they said but nothing worked.

The only reason i can think of is a manufacturing error as it was like this when i got it, but i could tell getting repairs to understand that was a tall task.

I knew it was going to be a pain to get repairs to do something but i recently got the time to send it off (Of course, i didn't get a temporary phone so i'm phoneless), first of all the person i spoke to in store completely misunderstood and seemed to think i was talking about the audio despite mentioning video multiple times, then after i called to correct it they still couldn't reproduce the issue, so they've sent it back to the store after 'updating the software' and that's it.

They couldn't reproduce it because the problem doesn't appear until after about half an hour or so of usage after resetting, so with how they do things there, they would never see it, it's just stressing me out because i just want them to replace the damn thing because i know it can't be repaired.

I don't know what to do, could anyone help? Or does anyone have this issue with the S24 and managed to solve it?

Re: Video playback issues on S24, sent to repair but couldn't reproduce.

Chris_B — Mon, 31 Mar 2025 18:07:20 GMT

@ShiroN3K0 Have you tried directly with Samsung?

Re: Video playback issues on S24, sent to repair but couldn't reproduce.

Northerner — Mon, 31 Mar 2025 19:53:56 GMT

Hi @ShiroN3K0

This problem only occurs when online and not with media played locally.

Have you tried a factory reset.

Thanks

Re: Video playback issues on S24, sent to repair but couldn't reproduce.

ShiroN3K0 — Tue, 01 Apr 2025 15:54:40 GMT

I'll have to consider it though i didn't want to since Samsung repairs take a lot longer than EE.

Re: Video playback issues on S24, sent to repair but couldn't reproduce.

ShiroN3K0 — Tue, 01 Apr 2025 15:55:11 GMT

Tried everything along those lines, factory reset multiple times, manually cleared the cache etc, nada.

Re: Video playback issues on S24, sent to repair but couldn't reproduce.

Peter_W — Tue, 01 Apr 2025 17:37:53 GMT

Hey @ShiroN3K0.

Thanks for reaching out to us here on the Community 😊

When you've done a factory reset on this, have you tried setting it up as a brand new device instead of restoring an existing backup?
Occasionally it can be something on the backup causing the issue, so this can help us see for sure.

Once you've given this a go, the best route will definitely be to look at Samsung's repairs like @Chris_B mentioned, or trying us again, but looking at a store with on site repairs.

You can check these out via our store finder.
Peter

Re: Video playback issues on S24, sent to repair but couldn't reproduce.

ShiroN3K0 — Fri, 04 Apr 2025 11:27:14 GMT

Yeah I just tried it without backup and still glitching... the problem is clearly a manufacturing level error so rather than a repair a replacement should be the answer... I just don't know if it can happen, Samsung will make me phoneless for weeks without any guarantee it will be solved.

Re: Video playback issues on S24, sent to repair but couldn't reproduce.

Peter_W — Fri, 04 Apr 2025 12:11:24 GMT

Thanks for giving this a try @ShiroN3K0.

With repairs via us and Samsung, it would usually be a case of a replacement being offered in the case of repairs not being possible, but we wouldn't be able to influence that distinction via these forums.

My recommendation if possible here would definitely be to seek out a store with in-branch repairs, that way you can specifically explain the circumstances of what's happening and have a quicker turnaround too.

Peter