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Unresponsive Touchscreen on Device

If the device is completely frozen or unresponsive, press and hold the Power and Volume Down keys until the device reboots. If after that, the touchscreen still responds slowly, inconsistently, or not at all, follow the guides below.

Optimize with Device Maintenance

  1. Navigate to and open Settings.

  2. Touch Device Maintenance.

  3. Touch Optimize Now.

  4. Overall device performance will be improved by scanning for any abnormal power usage, wasted storage space, and unstable or malicious apps.

  5. Once the device is optimized, test to see if the issue still occurs.

    • If the issue does not occur, problem solved!

    • If the issue still occurs, move on to Check for a Software Update.

Check for a Software Update

  1. Navigate to and open Settings.

  2. Touch Software Update.

  3. Touch Check for Updates.

    The phone will show the last date that it was checked for updates. You must be connected to the internet to receive updates.

  4. The phone will check for a software update.

  5. If an update is available, you will be prompted to download and install it.

  6. Once the device restarts after the update, test to see if the issue still occurs. If the issue does not occur, problem solved! If the issue still occurs, proceed to Boot into Safe Mode.

Boot into Safe Mode

  1. Power the phone off and power it back on.

  2. Press and hold the Volume Down key when the Samsung logo appears.

  3. Safte mode appears in the lower left corner of the screen letting you know the phone is in Safe mode.

  4. To exit Safe mode, simply reboot the phone.

Perform a Factory Data Reset

  1. Navigate to and open Settings.

  2. Search for and touch Factory Data Reset.

  3. Touch Reset Device then follow the prompts to complete the reset.

  4. The device will reboot and you will need to go through the initial set up.

  5. Navigate to and open Settings.

    If the issue still persists after following the steps above, the device will need service.

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