Phone goes to sleep mode and won't come back on. Have to pull battery

[Silverspork]

Occasionally my phone goes into sleep mode and won't come back on. I've tried the home button and the power button but it won't come back on. Did I get a lemon?

[vzw_customer_support]

The Galaxy S 5 is such a great device. I want to ensure that you're able to fully utilize it. Do you notice a pattern to when this typically occurs? Such as when the charge gets low, after using a specific app, etc. Any additional information would help.

YosefT_VZW
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[amemmes]

Mine does this also. The two buttons on the bottom light up but the screen stays black. This is my second phone (exchanged the first for doing this during the two week grace period) and it is also doing this. The only way to get the phone back is to pop the battery. It isn't a screen setting. There is a thread about it here also of many others who are having this issue. Any assistance in solving this issue would be great.

Android Forums at AndroidCentral.com

[vzw_customer_support]

Hi Amemmes,

Thanks for the details! Do you notice this issue occurs when the device is in a particular application? Do you lock code setup on the device? Did this issue start happening immediately after activating the device? Place device in safe mode to for a couple of hours to see if the issue occurs http://vz.to/1o4BfPC .

Thanks,
PamelaF_VZW
Tweet us @vzwsupport

[amemmes]

No there doesn't seem to be any consistency to when this happens. I do have pattern lock activated on my phone. With the first phone it happened the second day and about every other day after that. With the second phone it happened the third day and then didn't happen for a week and half and now has happened about once a day since. Putting it in safe mode for a few hours is not a good test because there is no known way to make it happen. I usually go 24 hrs at least without it happening so putting it in safe mode now for 4 hours doesn't prove anything.

[vzw_customer_support]

Amemmes,

Thank you very much for this information. I would like to report the issue you're experiencing to our team that works directly with the software developers. I've requested to follow you. Please approve, follow me back, and then send a Direct Message using these steps http://vz.to/1cOOY6O

SarahO_VZW
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[amemmes]

I have also been talking to Samsung to try and get this resolved. They have had me clear my cache and do a factory reset and neither option has resolved the issue.

[amemmes]

Sent my phone to Samsung. They said it was having an issue downloading software and they had fixed it. They sent it back yesterday and I set it up again and the black screen happened again this morning.

I am starting to get very frustrated as I have had to reset up my phone 4 times now and it doesn't seem like anyone is recognizing that this is an issue for many people.

[amemmes]

Also it does seem like it might have something to do with when software updates are available as it seems that every time after I have to pull the battery some software downloads/updates.

[vzw_customer_support]

What a great call out. We want to see if this has anything to do with the software version. Can you please reply to my direct message with your MEID information?


TamaraH_VZW
Follow us on Twitter @VZWSupport

[vzw_customer_support]

amemmes We appreciate you following up about your device concerns. We can understand being upset with having the same issues and constantly resetting your device. You mentioned this is your second phone with similiar issues. You also have tried the phone in safe mode and t hat has not helped. What we can do is either look into another warranty repacement device or review your options for purchasing a different make and model. Please send us a direct message and we can discuss this further. 

Sheritah_vzw
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@VZWSupport

[amemmes]

After another frustrating conversation with Samsung, I have sent my phone to them again. Hopefully it will be resolved or replaced this time. Although I am not sure that replacing it will fix it as this is already my second phone doing this.

[vzw_customer_support]

amemmes lets get those frustration levels down and ensure you're in a working device! I'm confident that Samsung will pinpoint the issue. Keep us posted!

AshleyS_VZW
Follow us on Twitter @VZWSupport

[Ray6201]

I am having the exact same issue and I have had my phone for a few weeks. I haven't bothered trying to get a new one bcz I haven't seen anyone who says that has fixed the issue. So, I have just been trying to wait for a fix. The frustrating this is I have a perfectly functional S4 and the S5 doesn't work right....

[cheetah15]

this is not good if there is ever a need to make an emergency phone call, could cost valuable time.

[amemmes · Accepted solution]

I sent my phone to Samsung for the second time. I got it back over two weeks ago and the issue has not happened since. They had to replace the screen. So if you are having this issue I would contact Samsung for support.