How to fix frozen / black screen / unresponsive issue Galaxy Note9?

Last modified : Aug 22. 2018
Note9

If your Note9 is freezing or lagging, please try the following options:

Soft ResetClick to Expand
Scene Optimizer

If your device is frozen and unresponsive, press and hold the Power key and the Volume down key simultaneously for more than 7 seconds to restart it. 

Boot into Safe ModeClick to Expand
Scene Optimizer

Booting into Safe Mode will restrict all 3rd party applications from running. The standard Android operating system will run and calls, messages, and connectivity will all work the same way - but it's a good way to test if there's something interfering with the device's software and rule out any hardware issues 

1 Press and hold the power button on the right hand side and select Power Off
2 Wait for the device to turn off. When you're ready to turn it back on, hold the Volume Down button at the same time as holding the Power button on the right
3 Once the device turns back on, you'll see "Safe Mode" at the bottom of the screen and some apps will be greyed out. Try to see if you can replicate the speed issues in safe mode.

If you have the same problems in Safe Mode, it's more than likely there is a corruption in the operating system. A factory data reset is the best option if you can't get to a Samsung location for further assistance.

 

If the device is faster in safe mode - we know it's likely to be a 3rd party app that is causing the issue, and we can try removing anything unused and taking up space or potentially malicious.

To get out of Safe Mode: Long press the Power button and select Restart, or manually turn the device off then on again.

Software UpdateClick to Expand
Software Update

To check for software updates, follow:

 

1 Launch the Settings app and tap on Software update > Download updates manually.
2 If an update is available, you will be given an option to download the update now or later. Tap on DOWNLOAD to continue and once the download is complete, tap on INSTALL NOW to install the update.
Device MaintenanceClick to Expand
Device Maintenance

The Device maintenance feature allows you to access the device information and view its current performance in depth. You will be able to optimise the performance of your device with a single tap.

 

1 Launch the Settings app and tap on Device maintenance > OPTIMISE NOW.
Factory Data ResetClick to Expand

Please Note: Performing a Factory Data Reset will erase all personal data and downloaded apps. Please ensure that you have backed up all your data.

FDR
1 Launch the Settings app and tap on General management > Reset > Factory data reset.
2 You will be given a list of applications and accounts to confirm that you understand the removal of this data from your device. Tap on Reset to continue
3 Confirm your lock screen PIN / Pattern / Password and then tap on DELETE ALL to start the factory data reset.

If you are still experiencing issues after trying the above steps, please register your Note9 for warranty, and/or visit one of our Samsung Stores for an assessment.

Thank you for your feedback!

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