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Sun, Mar 3, 2019 5:52 PM

screen freeze up issue

MY Samsong S4active also is freezing up at the at&t screen during the bootup process.  None of the reset processes s

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ATTHelp

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136.1K Messages

2 years ago

Hi @JW37022

 

Thanks for reaching out to us today. Your message was cut off so I didn't see what troubleshooting measures you've already tried. However, you can try wiping your cache partition, if you haven't already.


Turn off the device. Press and hold the following three buttons at the same time: Volume Up key, Home key, Power key. When the phone vibrates, let go of the Power key but continue to press and hold the Volume Up key and the Home key. When the Android System Recovery screen appears, release the Volume Up and Home keys. Press the Volume Down key to highlight ‘wipe cache partition.’ Press the Power key to select. After the cache wipe is complete, press the Power key to select reboot system now. Press the Power key to select. The phone will automatically restart after the cache is wiped.

 

If that doesn't work, we'd suggest a hard reset: Turn off the device. Press and hold the following three buttons at the same time: Volume Up key, Home key, Power key. When the phone vibrates, let go of the Power key but continue to press and hold the Volume Up key and the Home key. When the Android System Recovery screen appears, release the Volume Up and Home keys. Press the Volume down key several times key to highlight ‘wipe data / factory reset.’ Press Power button to select. Press the Volume down key until ‘delete all user data’ is highlighted. Press Power button to select and start the master reset. When the master reset is complete, ‘Reboot system now’ is highlighted. Press the Power key to restart the device.

 

Please let us know if this works for you. If not, we'll be happy to assist you further.

 

Darais, AT&T Community Specialist

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New Member

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1 Message

a month ago

I tried all of this and this is the 2nd time since I moved in at the end of May! I had to have equipment replaced. I had Spectrum at the house I just sold and NEVER had these kind of problems. I am tired of missing important parts of tv shows!!!! I would switch carriers but I have to have AT& T here. Please help me and get this corrected.

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