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1 Message

Fri, Feb 17, 2017 10:04 PM

My screen is frozen with the AT&T logo.

This is a brand new Samsung J3 smartphone. Two days old. Screen froze while power was being turned on.

Had just finished working with the Auto mapping.


Brand User



112.8K Messages

3 years ago

Hi @goldenoaks,


Thank you for reaching out to the Community Forums. Having your phone freeze up on you can be very unsettling. I know when it happened to my Samsung, I was not happy at all. It will be my pleasure to help get the problem resolved.


The good news is, there is a simple trick to get your phone to respond; this is called a soft reset. Please press and hold the Volume Down button and the Power button together for at least 30 seconds. This will give your operating system a fresh reboot.


If the reboot does not work, the next thing would be to look into replacement options for your phone. Within the first year you can use the warranty that comes with your phone. If the warranty has expired, then I would look into your insurance if available.


Let us know if we can be of any other help. Thank you for your time and have a fabulous day!


Demetria, 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


1 Message

a month ago

My advice is to just wait! My same phone did this. I have had is for about four months now though. I did a system update and when it restarted it was froze with the logo on it. I left it alone for a good 20 minutes plugged in and it finally snapped out of it. I hope this works for you!

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