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Tutor

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4 Messages

Thu, Feb 2, 2017 4:40 AM

Issues with Note 4 after software update

I have a Note 4 and just under a week ago it did a software update automatically and now I'm having issues. It will freeze up and randomly restart, sometimes 3 or 4 times in a row and it's getting on my last nerve. I would just go get a new one but I'm not eligible for an upgrade yet. I've had this thing just under 2 years now and haven't had any major issues with it until recently and I'm about ready to run it over with my car. Although this isn't my primary work phone I still take business calls on it so time is of the essence here. Is there anything that can be done on my end to solve the problem? 

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Brand User
ATTHelp

Community Support

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128.4K Messages

4 years ago

Hello @elletrain!

 

Our devices are definitely important for daily use and maintaining communication for our lives. I can understand the need to get this taken care of right away. Let’s get started!

 

Since the update, have you attempted to remove the battery for 30 seconds? This will assist in refreshing the phone system to the update. If this does not resolve the reboot issue, I would also recommend to clear cache through your phone’s recovery mode. This process will not reset your phone. To do this, please power your phone off.

 

  1. With your device powered off, press and hold the Power button, Home button and Volume Up button until you see “Recovery booting” at the top of the screen and the Galaxy logo.
  2. When the Recovery screen appears, press the Volume Down button to select “Wipe Cache partition”. You will press the Power button to select.
  3. Select “Yes” to complete cache wipe.
  4. Once you see the cache wipe is complete, you may press the Volume Down button to select “Reboot System Now”. The phone will restart.

 

In case you are still experiencing issues, you may need to reload the update to the phone. You may go to any Samsung support bar inside all Best Buy locations to complete this. Otherwise, you can also attempt a factory reset on the phone. To learn how to backup and reset your phone, please click here. Select “View all Tutorials” to get started.

 

I hope this post was informative and helps resolve your issue. I hope you have a great weekend!

 

Shenoah, 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.

Tutor

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3 Messages

3 years ago

This issue is far from being solved. Here are 28 pages of people with the same issue with this phone which I am also experiencing and it is not related to battery and factory resets are not resolving it or clearing the cache.
https://forum.xda-developers.com/note-4/help/note-4-freezing-restarting-t3348821/page28

The temporary solution many have found is by using an application called Wake Lock in "PARTIAL_WAKE_LOCK" mode which causes increased battery drain but has stopped the freezing and random restarts. I have only experienced those issues since after the 5.1 update but have no idea what is causing it or why the wake lock seems to prevent the issues. Either AT&T or Samsung need to figure this out and correct the software glitch causing the problem or provide free replacements for the phone without locking into another 2 year contract for phones that are almost paid off after over 2 years on the Next program.

Brand User
ATTHelp

Community Support

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128.4K Messages

3 years ago

Hello there @Lucifuge752!

 

Thank you for providing detailed information on this issue. We always appreciate updated feedback from our users!

 

What’s great is since the Android 5.1 update, the Galaxy Note 4 has had several security patches released to the phone. The latest release was March 10, 2017, the version is 6.0.1 and is a recent security patch for the device. You can always get more information here. Select your make and model phone > View all Tutorials > System & Storage.

 

Please do not hesitate to return to this thread if you have any updated information. We will be sure to release any new data as well when we receive them.

 

Have a great rest of your weekend and take care! 

 

Shenoah, 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.

Teacher

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9 Messages

3 years ago

I just received the MMB29M.N910AUCS2EPK4 update on 3/11/17.  My Note 4 has rebooted / restarted 6 times for no reason after this update. 

After the 4th time, I did the cache wipe.  It has rebooted / restarted 2 times since then. 

Teacher

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9 Messages

3 years ago

I am also experiencing a major slowdown in the display and it seems to hang when displaying the used apps, as if the system ran out of memory. 

Great, It just rebooted again as I am typing this message. 

Brand User
ATTHelp

Community Support

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128.4K Messages

3 years ago

Hello @Landwolf,

 

I’m sorry to hear you’re still having trouble with your Note 4 after completing a software update. It’s appreciated you came back to this thread in order to receive a solution. I’d be delighted to help out!

 

Another option available to you would be to complete a master reset on the phone instead of wiping the cache partition. The master reset will switch the phone back to factory settings; removing any personal information such as photos, apps, contacts, etc. Please be sure to back up first, so you can restore this important information later. Our Device Support page has step-by-step instructions on how to complete a back up and reset. Just be sure to select your make and model on the page.

 

You can also look into replacing your device via warranty if it is still covered. All phones come with a 1 year manufacturer warranty which covers issues such as software defects. If you’re not covered, you can contact Samsung to look into alternate replacement options.

 

I hope these options help out! Have a good day!

 

Shenoah, 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.

Tutor

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3 Messages

3 years ago

I am having this exact issue now as well.  My phone is freezing and rebooting 4-8 times a day.  I've done a factory reset without luck.  I'm out of contract/warranty, so please don't tell me to go to Samsung, etc.  The phone was great before this update.  I have no desire to purchase another phone, and if I end up having to, I'm going to go elsewhere since as I've said, I'm already out of contract with AT&T and if your "help" is to tell me to contact Samsung, then I'll roll the dice and try give someone else my money.

 

This is clearly a problem with so many people having the issue, at the same time, after the same update.  You don't need any more evidence.

Brand User
ATTHelp

Community Support

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128.4K Messages

3 years ago

Hello @Trekkan,

 

I am sorry to hear you are also experiencing the software issue. I definitely want to ensure we use all of our troubleshooting options available to resolve your concerns.

 

In local Best Buy locations there are Samsung Experience booths where they can take a look at the phone, and if available, re-flash the update on your device. If you are on the most recent software update, they may not have the latest version available to flash onto the phone.

 

Please let me know if you have tried this option, and if you have noticed any positive results!

 

Shenoah, 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.

Teacher

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9 Messages

3 years ago

My Note 4 was working perfectly fine before the lastest software update.  I did not need the update for whatever "security fix" it was suppose to "fix".  Why are these updates being forced instead of being optional?  There was nothing wrong with the phone before the update. 

What can replacing the phone do when all that will happen is that ATT will force the update, and break the phone again?

Tutor

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3 Messages

3 years ago

I went to do this today, but they didn't have anyone staffing the place on Tue/Wed, so I am going back again tomorrow to see if they can do anything.  The guys at the AT&T store couldn't help and were the first ones to recommend the Samgsung support at Best Buy.

Tutor

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3 Messages

3 years ago

I returned to Best Buy today and the Samsung rep was there.  He reflashed my phone, took about 15 minutes.  So far so good.  So, really glad that worked!  Outside of having to re-setup my phone again, I'm at least happy that I don't have to purchase a new one!  So, anyone else with this problem, have the Samsung rep at Bestbuy handle it.  No questions asked, my phone is out of warranty, nothing to sign, etc.

Brand User
ATTHelp

Community Support

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128.4K Messages

3 years ago

Hello @Trekkan,

 

Thank you very much for letting everyone know everything is working well for you since your visit!

 

Visiting your local Best Buy at their Samsung Experience desks is always a great step we recommend trying out to take care of software issues. I appreciate you keeping us updated!

 

I hope you have a great rest of your day!

 

Shenoah, 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.

Tutor

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12 Messages

3 years ago

If your home button is not working because of a software update.

 

How are you gonna use your home button ?

Brand User
ATTHelp

Community Support

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128.4K Messages

3 years ago

Hello @cardboard,

 

Thanks for bring this to our attention! I will be happy to look into this!

 

If the home key is not working due to the software update, and none of the troubleshooting steps worked, I definitely recommend visiting a Samsung Experience so they can flash the phone.

 

I hope this helps. Have a wonderful day!

 

Shenoah, 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.

Tutor

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4 Messages

3 years ago

I just posted a related issue here https://forums.att.com/t5/Android/Note-4-Performance-issues-over-the-last-year-ATT-updates-the/m-p/5120148#M86694 

 

This is ridiculous, there are hundreds of people complaining about the exact same issue... Why doesn't AT&T just stop sending updates to these phones?  

 

This is how law suits start. I'm sure there is a class action attorney out there waiting for an opportunity just like this.  

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