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My samsung galaxy s6 edge freezes and locks up

my Samsung galaxy s6edge started to just freeze up on me one day. whether it be checking email or youtube or playing a game. I cleared all my ram. ran scans for virus's and everything. just randomly freezes and I have to do a hard boot every time. I did notice in my gallery 'com.pandora.android' as a weird picture I dont' know where came from. anyone else have this problem and what did you do? I backed everything up, only thing I didn't do was a factory reset. I have 30+bg of data from pictures to music and contacts ect. that's my last resort . please help!

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Verizon_Support

Freezing is never something we want your phone to do bleezy17. Let’s warm it back up and running normally again for you. Since you’ve noticed this started, do you recall any new apps or updates to your phone? Do you get any errors when it freezes?

NicoleB_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

bleezy17

the only thing I can recall getting was an app for my banking institution and downloading the turbotax app for help with taxes, that was the latest apps I have gotten. I recently uninstalled them and restarted my phone to see if that resolves the issue..but like I said I noticed in my gallery a .com.pandora.android pixelated icon that never was there before, any idea on what that may be or if is a virus. I delete it and it comes back...

Verizon_Support

bleezy17 We appreciate the helpful details. Let's continue to work towards getting the phone back to normal. What we would like for you to try is placing the phone in Safe Mode. Then see if the freezing continues. This process will disable the use of installed applications. The purpose is to help determine if 3rd party apps are causing the device to malfunction. Here are the steps:

http://vz.to/1KxQwqc

SheritaHH_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

amanda511

I am having the same issue. The other day I saw a weird picture in my gallery. The same 'com.pandora.android'. I delete it, and it keeps coming back. My phone is moving really slow and freezing since I noticed it. I am not sure where it is coming from or why it is coming back after I delete it. It pops back up even if I do not use any apps. Why is this happening?

Verizon_Support

amanda511,
Let's make sure we get this resolved. Did you download Pandora on your device? Have you attempted to back up your phone after removing the picture? How long after deleting the photo does it come back?

RobinD_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

tylanna

I'm having this same issue with the Pandora android picture. The app was pre installed on my device when I got it. In addition my phone was charged to 93% and I was using the facebook app, also pre installed, I sat my phone down for a second and it died completely. I have noticed that my phone overheats on a regular basis and it also doesn't keep charges well. Is this a virus?

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