What to do when the keys on your Galaxy device stop working

If you cannot adjust the sound on your device using the Volume keys or turn off your device with the Side key, you need to first identify whether it is a software or a hardware issue. Follow the guide below to troubleshoot the malfunctioning keys issue.

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.

Diagnose the issue with the Samsung Members app

First, you need to identify the cause of your device key malfunction. Check if your case or foreign debris is blocking the keys from being pressed.

If the hardware of your device is causing the issue, we recommend visiting our Support Centre. But before you book a service, diagnose what is making the keys malfunction. Follow the steps below to find out what is causing the issue.

Open Samsung Members app Open Samsung Members app

Step 1. Open Samsung Members. If the app is not installed on your device, you can download it from the Galaxy Store.

Get help from Samsung Members Get help from Samsung Members

Step 2. Select Get Help.

Samsung Members View tests in Diagnostics Samsung Members View tests in Diagnostics

Step 3. Select View tests.

Tap Buttons in Diagnostics Tap Buttons in Diagnostics

Step 4. Select Buttons and follow the on-screen instructions.

Visit service center if action required Visit service center if action required

Step 5. If an Action required message appears on screen, we recommend that you visit our service centre.

If the Samsung Members app does not identify a hardware issue with the keys, try resetting all settings to resolve the matter.

General Management in Settings General Management in Settings

Step 1. Go to Settings, then General Management.

Select Reset Select Reset

Step 2. Select Reset.

Select Reset all settings Select Reset all settings

Step 3. Select Reset all settings.

Tap Reset settings Tap Reset settings

Step 4. Tap Reset settings.

Check information and tap Reset Check information and tap Reset

Step 5. Check the on-screen information and tap Reset.

Note: 

  • If you Reset all settings, your data won’t be deleted. 

Note: Device screenshots and menus may vary depending on the 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.

Learn more

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