How to fix apps that keep crashing or freezing

It can be really annoying when you're using your favourite app and it suddenly stops and you are directed back to the home screen. This usually occurs when your Wi-Fi or cellular data is slow or unstable, causing apps to malfunction. Another reason for Android apps crashing can be a lack of storage space in your device. This can occur when you overload your device's internal memory with heavy apps. 

A 'Google forced closed' error is appearing

A 'Google forced closed' error may appear on Galaxy devices due to an issue with Google's server. Google has already taken action to resolve this issue, however, if you have received this error message you should clear Google's data on your device.

  1. Open the Settings app
  2. Tap Apps
  3. Tap Google
  4. Tap Storage
  5. Tap Clear all data

If you still receive the error message after clearing the data, please force stop the Google app.

  1. Open the Settings app
  2. Tap Apps
  3. Tap Google
  4. Tap Force stop

The Facebook app is crashing

Samsung is aware that specific versions of the Facebook app are crashing on some Galaxy devices. This problem has been shared with Facebook and we are working closely to release an improved app as soon as possible.

Please keep your Facebook app updated to receive the improved app when it becomes available.

Update your system software


Before you try out the recommendations below, be sure to check if your device's software and related apps are updated to the latest version. 

How to update your software:

Step 1. Go to Settings

Step 2. Tap Software update.

Step 3. Tap on Download and install.

Step 4. Follow the on-screen instructions. 

Optimise your internet connection


An app can crash when your internet connection is slow or unstable. In this case, optimising your network's strength usually works. If the problem persists, try the steps below. 


Step 1. Switch off your mobile data/Wi-Fi router for about a few minutes. 

Step 2. Turn off your device and Restart it again. 

Step 3. Switch on mobile data or turn on the router and connect to Wi-Fi.

Step 4. Try using another network connection if the App still crashes and does not run. 


If the problem still persists, use the suggestions below to solve the problem.

Clearing the data and cache for an app wipes all the stored data and may fix a crashing issue. This will delete your accounts, files, and settings from the app. 


Step 1. Open your Settings and tap Apps.

Step 2. From the list of Apps that appears, tap on the app that is causing the issue. 

Step 3. Tap Storage Clear data or Clear cache

How to clear App data and cache

Running out of storage space on your device becomes more common the longer you've had it. You can delete data such as rarely used apps and unnecessary documents to create space in the device's internal memory. 


To check:

Step 1. Go to Settings > Apps.

Step 2. Tap on More options (three vertical dots) in the upper right corner > Sort by > Size.

More options to sort by size

To delete

Step 1. Go to Settings > Apps.

Step 2. Select the app you want to uninstall.

Step 3. Tap Uninstall to free up storage space.

Improper App installation can cause Android Apps to crash. You must download the App from the Google Play Store and only use it once it is successfully and completely installed on your device. If your Apps stops abruptly, delete, or uninstall the App from your device and reinstall it after a few minutes. 

Step 1. To uninstall Apps on your device, go to Settings > Apps

Step 2. Select the app you want to uninstall > tap on Uninstall

Step 3. Go to the Google Play Store and install the App again. 


How to uninstall in Google Play Store

Factory resetting your device should be your last resort because it deletes all your data and restores the device to the factory settings. We strongly recommend backing up all your important data before performing a factory data reset. Follow the steps below to factory reset your device while it is switched on. 


Step 1. Go to Settings > Tap on General management

Step 2. Tap on Reset > Factory data reset.

How to factory reset the device

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

If you're experiencing unusual behaviour on Samsung mobiles, tablets or wearables, you can send us an error report or ask us a question in the Samsung Members app.

This allows us to take a closer look at what is happening. The data is anonymised and only held for the duration of the investigation. Find out more about sending an error report through the Samsung Members app.


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