Why does my phone freeze and reboot several times a day since the blueborne security patch?
MICNEW64
Newbie

It has been over a month I've been dealing with an unreliable phone. It constantly freezes and most of the time will reboot, sometimes like 2 or 3 times in a row. I have done the software repair assistant twice and still same thing.

build mmb29m.n910vvru2cqi2

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15 Replies
vzw_customer_support
Customer Service Rep

Having a working phone is paramount MICNEW64. Having difficulties with your phone for over a month can certainly be frustrating. When did you start experiencing difficulties with your phone? Do you notice your phone freeze when performing certain functions on your phone or accessing certain applications? Has there been any recent changes made to your phone when you started to experience these difficulties?

 

 

 

Thank you,

MichelleS_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!!

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MICNEW64
Newbie

The only change was when I got the blue borne virus patch. Other than that, it freezes and reboots when I try to click apps, when I don't do anything, and reboots at random times for no reason.

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vzw_customer_support
Customer Service Rep

Oh goodness, that would definitely drive me crazy. Thanks for those additional details. Let's try this, can you please place your Note 4 in safe mode for about an hour by following the steps in this link: http://vz.to/2dNzPde? While the phone is in safe mode, do you still experience issues with the phone freezing or rebooting?

AmberK_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!!

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MICNEW64
Newbie

I tried safemode and it still randomly reboots

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vzw_customer_support
Customer Service Rep

I do appreciate all that you have done Micnew64. Has the device experienced any physical or moisture damage? Are the buttons and touch screen responsive? Can you please do a device health check and see if you get any red alerts or yellow explanation marks?

AmberF_VZW

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MICNEW64
Newbie

I did the device check and a few things flagged but nothing major and only one app was untrusted but I've been using it for nearly ten years.

No moisture, no damage, no new apps, it was immediately and consistently after the blue born patch update!

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vzw_customer_support
Customer Service Rep

MICNEW64, part of enjoying your services with us is by having a properly working device. I've sent you a PM so that we can look into this matter more closely. I look forward to hearing from you.

 

EbonyR_VZW

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MICNEW64
Newbie

I replied to your PM but still have not heard back. Am I on my own now?

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vzw_customer_support
Customer Service Rep

I'm sorry you haven't received a reply back from us about your issues MICNEW64 . We would never ignore your concerns. I will reach out to the previous representative about your reply and also send you a private message to continue with our trouble-shooting efforts. We appreciate your patience and look forward to getting your issues resolved.

 

 

KinquanaH_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!!

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MICNEW64
Newbie

If anyone else has this problem please post. Customer service basically said [removed] happens. Apparently sometimes updates mess up a phone for two months or something. its probably been close to two months and some days are better than others but my phone is still unreliable. I think I'm just learning to deal with it but eventually i will have to get a new one and its probably not going to be a samsung.

Profanity removed as required by the Verizon Wireless Terms of Service​.

Message edited by Verizon Moderator.

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stef7
Master - Level 2

When you take an update over the air, it's very possible the new software loaded can cause flaky phone behavior, not because the software or hardware itself is defective, but because the new software is being loaded onto a phone that has had many customizations.

The very first thing you should try is what is called a System Cache Wipe.

  • Power down the phone.
  • Press Power, Volume Up and Home simultaneously
  • Wait until the phone vibrates and then release Power and Home
  • You should now see the recovery screen. Use the volume buttons to move up/down and select Wipe Cache Partition.
  • Press the Power button to confirm.
  • Select Reboot System Now and again, hit Power to confirm.
MICNEW64
Newbie

thanks for the help but I tried wiping the cache a couple of times with no luck.

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stef7
Master - Level 2

Not the Application Cache Clear - but the System Cache Wipe (which can only be done from the Recovery/Boot menu?

If you've done a System Cache Wipe and you still have flaky behavior, you must backup your important content, and perform a Factory Device Reset (FDR).

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MICNEW64
Newbie

I've done that too a few times, runs good about 18 hours and then starts the same stuff.

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stef7
Master - Level 2

Interesting, so after taking the patch AND performing a FDR, the phone is rebooting?

And if you put your phone into SAFE mode for a day, does it reboot at all?

If it does not, it's probably an application that you keep loading, and/or the amount of data associated with it.

If it is rebooting in SAFE mode where it didn't before, go to Samsung Customer Support and ask for a patch to the patch I guess.

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