What to do when mobile device has problem with charging, turning on, or boot loop

Last Update date : Dec 01. 2021

It can be very frustrating when your Galaxy device isn’t charging properly, boot looping after a recent software update or is having issues turning on. If you are facing any of these issues with your Galaxy device, please refer to the below guide for step-by-step instructions.

Please Note: This guide is designed for Australian variant Galaxy devices, if you have an international device and require further support click here to get in touch with your Samsung subsidiary.

Before you try the recommendations below, be sure to check if your device's software and related apps are updated to the latest version. To update your mobile device's software, follow these steps: 

Step 1. Go to Settings > Software update.

Step 2. Tap on Download and install

Step 3. Follow the on-screen instructions. 

What to do when your phone is not charging

Most common reasons for a device failing to charge are: 

  • Faulty cable, charger, socket or adapter
  • Dirt or debris in the charging port
  • Third party apps interrupting the charging
  • Software update is required 
Check your charger

The first step is to check to see if the problem is related to your charger or charging cable. 

Step 1. Use a charger provided with the device.

Step 2. Check for damage. 

Step 3. Try a new cable. 

Step 4. Try a different power source. 

Clean the charging port

One of the most common causes of charging problems is if the charging port is clogged with dirt, dust or debris. Dirt or lint can build up inside the charging port and prevent the charging cable from engaging properly with the charging contacts inside the port. This can stop your phone from charging properly or prevent it charging at all. 

Step 1. Power off your device. 

Step 2. Shine a torch into the charging port and look inside. If you can see dust or dirt, especially if it is covering the metal charging contacts, the charging port needs cleaning. 

Step 3. Try gently blowing into the charging port to remove dust and debris. 

Step 4. If the charging port remains clogged, please head into your nearest authorised service centre or Samsung Store and have our team clean the port for you. Please click here to locate your nearest service centre.


  • Do not insert any object into the charging port. This can result in damage to the charging port. 
Reboot your device

To check if it is a software-related issue, try re-booting your device when it still has remaining charge.

Step 1. Turn the device off and wait 10 seconds.

Step 2. Plug in the charger provided with the device. 

You could perform a soft reboot using the buttons. If your device does not have a Home button or a separate Power button, such as Note10, Fold, Z Flip or higher, press the Volume up and Side buttons simultaneously. When your device vibrates and the Samsung logo appears, release the buttons to reboot the device. 

What to do when your phone does not turn on

Try performing the following steps if your phone does not turn on or power up: 

Step 1. Verify that your phone has enough charge. 

When the battery is completely discharged, your device will not turn on. Fully charge the battery using a charger supplied with the device before turning on the device.

Step 2. Verify that your phone's charging port is not damaged. 

Carefully inspect your phone to be sure that it is not overheating, swollen, or damaged. Also, inspect your phone's charging port and remove any dirt or debris. 

Step 3. Verify that you are using a compatible charger provided with the device or compatible charger. 

You risk severe damage to your phone if the charger is not the same voltage, amperes, and plug type as charger provided with the device. 

How to troubleshoot when your phone reboots repeatedly

You can perform a software update, factory reset, or turn on Safe mode to determine if an app is causing the issue first. 

Option 1. Download software updates manually. 

Navigate to Settings > tap Software update > Tap Check for updates

Option 2. Use the Safe Mode feature to identify the app that may be causing the problem. 

You can completely power off the phone and power on the phone, press and hold down the Volume Down key to enter in Safe Mode. 

Option 3. You can do a factory reset in case of an abnormal boot loop. 

    Step 1. Boot into Android Recovery.

  • If the device has a separate Bixby key: Press the BixbyVolume up, and Power button simultaneously.
  • If the device does not have a Home button or a separate Power Button: Press and hold the Volume up and Side key simultaneously.

    Step 2. Use the Volume up and Volume down buttons to select Delete all user data or Wipe data/Factory reset, then press the Power button.

    Step 3. Use the Volume up and Volume down buttons to confirm your selection, then press the Power button.

    Step 4. When the factory reset process completed, press the Power button to select Reboot device

    Step 5. Once your device has rebooted, enter your account details to access your device. 

If these steps do not work and your phone or tablet is still experiencing problems, contact the Service Center for service. 


  • Factory reset will delete all user data. Previously synced Google account details will be required to unlock the phone or tablet. 
  • A hardware factory reset will erase all information on the phone. Any information that is not backed up online or to the SD card will be permanently lost. 

Note: Device screenshots and menu may vary depending on the wireless service provider, device model and software version. 

How to use the Samsung Members app

If you are experiencing difficulties with your Samsung mobile, tablet, or wearables, you can send us a question in the Samsung Members app. Find out more about sending an error report.

If you require further assistance, please consult the user manual from our Manuals & Downloads page or contact our Samsung Care Australia experts on 1300 362 603 (Toll Free in Australia). You can also contact our Chat Support team or reach us through Samsung Members Community.

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