by gizmo_mizzy
Explorer

Samsung j3 keeps freezing and screen goes blank

My phone is just over a year old and has suddenly started freezing and the screen goes blank. It usually happens when receiving a phine call. Why????

3 REPLIES 3
by
EE Community Support Team

Re: Samsung j3 keeps freezing and screen goes blank

Hi @gizmo_mizzy,

 

Welcome to the EE Community.

 

Have you restarted the phone since this started happening?

 

Have you had any notifications to say a software update is available?

 

Thanks

 

James

Highlighted
by gizmo_mizzy
Explorer

Re: Samsung j3 keeps freezing and screen goes blank

Hi I have to take the battery off to restart as the screen goes completely blank.

My phone automatically updates regularly.

Thanks

Claire

Get Outlook for Android
by
EE Community Support Team

Re: Samsung j3 keeps freezing and screen goes blank

Thanks for confirming, @gizmo_mizzy.

 

Please back up your information and try a factory reset:-

 

  1. With the device turned off, press and hold the Volume Up + Home + Power button at the same time.
  2. Release all buttons when you see the Samsung logo.
  3. Once the android system recovery loads up, scroll down to wipe data/factory reset using the Volume down button, then press the Power button to confirm.
  4. Scroll to Yes -- delete all user data using the Volume down button and press the Power button to confirm. The device will be restored to factory settings.
  5. Once finished, scroll to reboot system now, then press the Power button.
  6. The device has been reset to default settings.

 

You can then restore all of your information back onto the phone and re-test.

 

Let me know if that works.

 

Chris

 

 

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