Post-Oreo crashing upon rotate

[VinnieDSquirrel]

My wife and I both have Samsung Galaxy S8 devices. They recently got the Verizon-pushed Oreo update. Since then, both devices will either hang for up to 2 minutes or completely crash and reboot when the device is rotated, causing the screen to rotate/redraw. Is there a patch or workaround?

[VinnieDSquirrel]

Occasionally, after a hang, we get a system message that "System UI isn't responding" with a close/wait option.

[vzw_customer_support]

VinnieDSquirrel, do you encounter this issue only when you rotate the device? Have you backed up all of your devices files?

StephanieS_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!

[VinnieDSquirrel]

Yes, so far it only happens even the phone is rotating. I have turned off auto-rotate and it helps, but when I tell a video to go full screen (forcing a landscape rotation) or activate the camera on landscape mode (which still auto-rotates) it will hang. Roughly 90 seconds later, we will learn if it handles the rotation and does it's job, or if it hard crashes and reboots.

I would believe it's a fluke if it didn't happen to BOTH our phones.

We can easily back up the data if needed.

[vzw_customer_support]

Thank you for the additional information. We know how important it is to make sure that your device is working properly at all times. With the phone being backed up can you go ahead and perform a factory data reset to see if that rectifies the issue.

FranciscoP_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!

[ScottmanZ]

Did you ever get this issue resolved?  I have been having the exact same issue since the Oreo update.  Phone locks up every time when rotating to landscape . I had to lock it in portrait mode to prevent it.  I was hoping the update this morning would fix the issue, but no dice.  Tried cache clear, factory reset, nothing works and no one has admitted there is an issue yet.

[kathy65793]

From what I have read Samsung is aware that there are problems with the Oreo update. I just hope that they push out a update to take the phone back to nugant until they get a fix for Oreo.

I know they claim once you update your phone you can't go back but Samsung must have a way to return

these phone to nugant

[vzw_customer_support]

You should not have to lock your device in portrait mode. I can see how that would be an hassle for you. I do want to make sure you are all set with your device. You mentioned that the update caused this issue so let's figure this out together. With regard to the device have you updated all of the other applications on your phone? Please also explain what you mean by locking up. 

[ScottmanZ]

All apps have been updated.  Problem is when the phone is rotated to landscape mode, for example when taking a photo, the screen and all buttons become completely unresponsive for up to 5 minutes.  After the wait, all the buttons that we're pressed, suddenly happen.  Sometimes the phone completely reboots.  It is very frustrating so I have the phone licked into portrait mode so this doesn't happen.

[vzw_customer_support]

ScottmanZ

I'm sorry to hear about the issues you're experiencing with your service. I know how I depend on my phone for just about everything. After you reset your phone did you restore all of your saved information right back to the phone before you tested the performance? Have you tried placing your phone into safe mode? See here for details https://www.verizonwireless.com/support/knowledge-base-211218/. Does the issue still occur while in safe mode?

EdwardL_VZW

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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!

[ScottmanZ]

There was a system update yesterday morning.  I have the phone back in auto rotate and the issue has not reoccurred....yet.  So it looks like the problem was likely fixed in the update.  Would have been nice if someone had acknowledged the problem and informed us that it was being worked on instead of jumping us through hoops.

[vzw_customer_support]

ScottmanZ, We understand the disappointment you experience when your phone is misbehaving, we're sorry that this is happening to your phone. We recommend saving your information and completing the factory data reset. For additional information, visit: 

http://spr.ly/6584DgK1o

TrinetteW_VZW
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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!!

[ScottmanZ]

I had already tried that a couple of weeks back.  The system update vesterday may have fixed the problem.

[vzw_customer_support]

ScottmanZ, we understand the importance of your phone working right. Since it has been a few days, can you confirm that it is still working properly?

Alberto_VZW
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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!!

[ScottmanZ]

Hello Alberto, I am sorry to say that my phone is indeed still having problems when rotating. The problems include hanging, non responsive touch screen and in some cases the phone reboots.  I have tried a new fresh memory card and deleted many apps, nothing seems to work.  I resorted to locking the phone in portrait mode again

[vzw_customer_support]

ScottmanZ,

I'm terribly sorry to hear your phone is still having this trouble. I know how important it is to count on your device. We're here to help find a solution. Are you able to try the phone in safe mode http://spr.ly/6588DiGg6 and see if the same thing happens? After doing the factory reset you mentioned did you immediately restore your content?

AndrewT_VZW

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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!!

[kathy65793]

After the update did you clear the cache partition in recovery mode?

Shut the phone off then press and hold Volume up-power-home

this will put the phone in recovery mode.

If you have done this I am sorry for bring it up but this is what Samsung

and Verizon told me to do back when I had a S5 that did not handle an

update. I have done this with the S5 and the S7 edge and it has helped.

It does not always work for certain problems but it does clear out a lot

of old files that the phone does not need anymore. It also does not reset

any of your phone settings that you have on it.

Verizon has a software assistant program that if you can get it to work

it can also help repair the phone if the update did not take right on your

phone. Which with the System Ui message you are getting sounds like

something went wrong with the update.

Repair Assistant - Software Upgrade Assistant (Samsung) | Verizon Wireless

[VinnieDSquirrel]

Not resolved yet. Was also hoping the latest update would fix the only bug we've had thus far, but no such luck. Haven't gone the full-backup-and-nuke route yet, however.

[VinnieDSquirrel]

I also received the system update last night. Initially, everything worked. Later today, not so much. After a full hang-and-crash earlier this evening, with a hard reboot, it did rotate for a video tonight, but only after a 45 second delay, and exhibited the same behavior when rotating back to portrait mode.

I had tried the safe mode boot, and in that mode, the rotation was snappy and smooth. As soon as I booted it back to normal, it seemed faster until I re-enabled a few widgets and re-defaulted a few apps. Here are the changes, which aren't many:

Google messages as default text app (the only thing my wife's phone and mine have in common)

Flipboard headline widget

MyFitnessPal calorie tracker widget

Weather Underground summary widget

After those things were re-enabled, the rotation still worked for a day, but was delayed about half a second. Later, it simply stopped working. Upon a manual reboot, or a crash recovery reboot, it typically works for a little while before failing again.

[VinnieDSquirrel]

Sometime within the past month, and I'm unsure what predicated it, the rotate feature simply started working reliably again.  I had been testing it every so often, and after every forced update, and it had consistently failed, but simply started working again.  So thank you to whomever pushed a ninja update to fix it.  Our phones are much less annoying now.