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New Member

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3 Messages

Tue, Jun 23, 2020 12:25 AM

Camera not working

After the latest update on 6/19, my camera won't work. It is just a black screen and freezes and then closes. Note 10. 

Responses

Brand User
ATTHelp

Community Support

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127.2K Messages

a month ago

@Abryan let's get your camera back up and running so you can get back to taking photos and memories,

 

Seeing as though you have recently updated the software to the latest OS upgrade released in May 2020, we can take a look at other options to get the camera working.

 

A few questions:

  • which camera is not functioning? Front or back or both?
  • Is there a case on the phone that might be obstructing the front sensor to dim out the screen etc? 
  • Has this issue replicated itself when trying any other camera apps?

We would recommend going into the phone settings and clearing the cache/cookies for the app, then power off/on and try the camera again. 

 

There is always the last option of doing a factory reset to the device after you have backed up your device to a storage card or Google. 

 

Let us know if we can help further. Thank you.

 

BrandonC, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

@ATTHelp  neither camera is working. When i open it, it is a black screen and then says camera app stopped working. When I open apps that use the camera, they won't open and say camera not found. I've cleared cache, data? Etc but not luck. Also found out this morning 5hat my flash light isn't working wither. This update must have really messed it up. (Edited per community guidelines) cause it is brand new. Trying to avoid a factory reset as that is such a pain. I don't know how to put all my info on another device so it isn't deleted. I need text messages, pictures, everything. 

(edited)

Brand User
ATTHelp

Community Support

 • 

127.2K Messages

@Abryan 

 

We would recommend using the above links provided to try and backup everything. Since you are using a Samsung device, you can take advantage of the Samsung Smart Switch application which will transfer all content to another device including messages from one Samsung to the other. 

 

Also, some camera problems are the result of some apps not working properly due to incorrect settings. Make sure to reset the software general app settings with these:

  1. Open Settings app.
  2. Tap Apps.
  3. Tap on More settings at the upper right (three-dot icon).
  4. Select Reset app preferences.
  5. Restart your Galaxy Note10+ and check for the problem.

 

There is also the option of trying out a 3rd party camera application to see if the issue is replicated. If the issue only happens when using the built in camera app, we may need to look into warranty replacement options. If going this route, you can visit a Retail Store to have the device physically inspected and ensure warranty is still covered and the store agent can process the warranty order and have it mailed to you. The Smart Switch app can then be used to transfer all of the content. 

 

If all else fails, the factory reset option is a last resort but you would need to backup the content you have fully as posted above before proceeding, that way you do not lose any of your stuff. 

 

Let us know if we can help further. 

 

BrandonC, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

I followed those steps and it did not fix the camera or flashlight. 

What 3rd party app would I use? I've never downloaded another camera app, only what comes with the phone. 

For the warranty option, do i just go to my local AT&T? How does warranty work? I've never had to use that option. 

Also, if I had to do a factory reset, what could I back it up to? I don't have a spare samsung phone? Just my dell laptop. 

 

Brand User
ATTHelp

Community Support

 • 

127.2K Messages

Hello @Abryan,

 

Thanks for reaching back out to us.

 

You can absolutely try using a third-party camera app to see if you're experiencing this same issue within that app as well. However, your selection of that third-party camera app would be entirely your decision.

 

You can visit an AT&T store near you and have the device physically inspected to ensure that it's still covered with the Warranty replacement option. The store agent would then process the warranty order and have the warranty replacement device mailed to you.

 

Also, you won't need another Samsung cell phone to back up all of the data on your current cell phone.

 

You can follow the steps at this link to Backup & restore with Google, a computer, or a memory card.

 

You can then follow the steps at this link to Perform a factory data reset of your cell phone, then try using your default camera app to see if that resolved the issue.

 

Once that's been completed, you can follow the necessary steps to restore your cell phone's data from the backup that you saved.

 

Hope this helps!

 

Sean, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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