I recently received the Verizon update to software version A426USQU4CVE2. Immediately following the update, my phone started cutting off randomly. I updated all of the apps and ran an app optimization from the boot screen. Didn't work. I then went ahead and did a full factory reset, but it's still happening - albeit less frequently.
When the phone shuts down, the only way to turn it back on is by soft reset with the down volume button and the power button.
I have started the phone in Safe Mode, but I never know when it may cut off, so even if it doesn't shut down by leaving it in Safe Mode overnight, that doesn't mean it wouldn't shut down later.
I do assume it's an app, and I have been checking and updating my apps daily, hoping to fix the issue.
All I know is that it worked fine before the Verizon update. Is this happening to anyone else? Anybody have any thoughts on how I can determine what app may be causing this (if it is an app)? I have over 100 apps on my phone - I don't want to delete them one by one and wait two days to see if it cuts off or not.
Any help is appreciated.
Hwysqrl, we are sorry to hear you are having trouble with your device. To clarify, does this happen while in Safe Mode as well? Is there any damage to your device?
*Joshua
Hi. There is no damage to my device. It started only cutting off overnight, whether it was plugged in or not (I tried both), and I was going to just live with that, but now it's already cut off 2 times in the past 5 hours.
I don't know if it cuts off in safe mode because I don't want to keep it in safe mode for 1-2 days to see what happens. Is not very useful to me in safe mode.
I have also tried leaving it in and out of a case, which doesn't seem to matter either.
Hello Hwysgrl. Thank you for these additional details. We're truly sorry to learn that your phone is shutting off this way. You mentioned this issue happening after a recent update. Can you please confirm the software version on your device? https://www.verizon.com/support/knowledge-base-236941/
-Tanisha
PROVIDER SOFTWARE VERSION: SAOMC_SM-A426U_OYN_VZW_12_0011 VZW/VZW/VZW
BUILD NUMBER: SP1A. 210812.016.A426USQU4CVE2
It cut off about five times yesterday in the span of 6 hours. I then put it into safe mode for the rest of the afternoon and overnight, and it didn't cut off.
Ok. Thank you for checking back in with us, Hwysqrl. That's a major clue. That means there's a third party app that is running overnight that is shutting the phone down. Do you recall if you installed or updated any app around when the problem started presenting?
- Henry
It's really no better. It has since cut off during the days, too. Very random. Has cut off soon after I cut it back on, too, without using it, so I'm wondering if it's a startup program. I don't know. It can go two days without cutting off or two hours. Completely random.
I haven't put any new apps on it recently, and I've kept them updated.
I don't know what was in the update Verizon sent, but it just does not like my phone. I guess I'll just live with it and hope a future update fixes whatever the problem is I could be at this for over half a year if I close each app individually and wait to see what happens. Not really worth it. Might just get a new phone if I have to.
Have you tried removing apps one by one to see what one is causing it? Could be an app update doing this.
Unfortunately, the shut downs are very random. The phone could stay on for two days and then suddenly shut down. I have at least a hundred apps on here, maybe more. Removing them one by one and waiting to see what happens, potentially over two to three days, could take several months. It's not worth the effort.
Then you will just have to live with it. Maybe at some point the offending app will have an update to fix things. Only other thing is uninstall and reinstall the apps. Are the app caches all cleared? Do you have enough storage space open?
We are so sorry about what you are experiencing with your phone. We do want you to be aware that major updates do not come from us, but from the manufacturers, we only facilitate the delivery of the update with our network to your phone.
It is possible that there was a software error caused by the update on your phone when it was being installed. When something like this happens the manufacturer suggest backing up your phone's information and then performing a factory data reset on the phone. Have you tried doing that already
-Steven
Also if I am seeing right that phone has only 128GB of internal storage. 100 apps is way too many for so little storage. My Samsung note 10 plus has 512GB of internal storage but I still wouldn't run 100 apps on it.
Obviously, not all the apps are running all the time. I rarely take pictures or store music, so I have plenty of space. Looking in my settings shows 78.3gb storage free and 1.2gb memory.
The overall issue is that none of this happened before the last update. The very first time it shut down was within his after the update. I understand that an app may not be compatible with the latest update, but the phone cuts off so randomly that it makes no sense. Like I said, it could stay on for days at a time and then shut down, or it could shut down 4 times within an hour. There is no pattern to it that I can see.
I also did a full factory reset, and it still happens, so I don't think it's an issue with the update download.
I also have Trend Micro antivirus installed (was installed before the update) and it finds no issues on scanning.
I have also shaken the phone vigorously to see if there may be a bad battery connection, but that doesn't affect it.
When you did the full factory reset you could have installed the apps one by one to see if one was causing the issue. Maybe wait until another update and it will fix the problem.
Excellent information, Hwysqrl. I understand that you did a factory reset and the issue continues. Our resources show that if one of your third-party applications is not working well with the new software update, the issue will continue even after a factory reset if the same conflicting application is installed. We recommend doing another factory reset and installing your third-party apps one at a time with at least a couple of hours gap between installs to identify the culprit app and then uninstall it for good.
Another option is to run the Samsung software repair tool as per this link
https://www.verizon.com/support/knowledge-base-80201/ and see if this resolves the issue. -Antonio
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