How to fix frozen, black screen or unresponsive issue Samsung Galaxy Note9?

Last Update Date : Oct 25. 2018

Is the touch screen of your mobile device unresponsive or responding incorrectly? When trying to touch a certain part of the screen but end up selecting something else instead? Here are the few tips and quick ways on how to fix touchscreen issues.


Restart the DeviceClick to Expand
Restart the Device

If the device is completely frozen or unresponsive, simply restart your mobile device to fix software glitches that may prevent the screen from functioning.  


To restart the device, press and hold the Power key and the Volume down key simultaneously for more than 7 seconds to restart it.

Optimize with 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.


Launch the Settings app and tap on Device maintenance OPTIMISE NOW.

Software Update

Software UpdateClick to Expand
Software update

Software updates are released to update the user interface, enhance security, and remove bugs from your phone. We recommend updating your phone's software whenever it is available.

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
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.


To exit Safe mode,  Long press the Power button and select Restart, or manually turn the device off then on again. 

Perform a Factory Data Reset

Perform a Factory Data ResetClick to Expand

A factory data reset may help with a blank or frozen screen, apps crashing or freezing, keypad/touchscreen problems, you can perform a hard reset to return it to factory default state.

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 Service Center for an assessment.

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