10-18-2014 5:42 AM
Solved by: Go to Solution.
10-20-2014 10:36 AM
Thanks for reaching out. We apologize for the negative experience. I seems like you attempted a few troubleshooting steps prior to reaching out to us. Have you tried testing the phone and charger in multiple outlets? Another thing worth trying is taking it in to an ATT store and testing another battery. Let us know if this helps! ^Jake
01-26-2015 8:26 PM
Hi Samsung Support,
I have the same similar problem as Sanndinkel. The phone just turn on with the Samsung word splash for a second and then it turns black. I've purchase a new battery but it still the same. Do you have any troubleshooting suggestion? What might be the problem?
Thank you in advance for your responds.
02-02-2015 1:58 PM
We just wanted to follow up with some additional steps you can try. Before completing any more steps, please check of the device has any sd cards in the sd slot. If it does please remove it before proceeding. After removing the sd card please re-attempt to boot the device. If does not work the next steps involving wiping the device. However this will result in unrecoverable LOSS OF DATA.
If you have not already done so please download and install Kies to your computer. After installing connect your device to your computer via your USB cable. Wait to see if Kies recognizes your device. If it does then proceed to the next step.
1 Open Kies 3 and click Tools > Firmware Upgrade and Initialization.
2 Enter your device Model name and click OK.
3 Enter the device IMEI number and click OK.
4 Kies 3 will verify that the feature is available for your device. If the feature is available, click OK to continue.
5 The firmware version is displayed along with a note that the information on your device will be permanently deleted during this process. Click OK to continue.
6 Follow the steps to prepare your device for emergency recovery. Mark the checkbox next to I have read all of the above information. Select whether you agree to share this update with Samsung. Connect your device to Kies when you have activated the download mode. When your device is in download mode and connected to Kies 3, the Start upgrade button is available. Click Start upgrade to reinstall the firmware.
7 Touch Create backup to create a copy of selected items before proceeding. Touch Skip backup to proceed without backing up any items.
8 Kies 3 will download and prepare your system to update the firmware. This process can take some time. The time will vary based on your network and computer capabilities.
9 Respond to any security warnings about installing software.
10 The progress screen is shown during the upgrade process. The process will take several minutes to complete. Do not disconnect your device, turn the device off, or turn off your computer during this process.
11 Click OK when the upgrade is finished.
02-13-2015 5:23 PM
Dear Samsung support,
Sorry for the late responds. I didn't have a chance to follow your instruction until today. I have try every suggestions and the Kies software. The problem is that my phone will not start at all. If I remove the battery and replace it back, it will vibrate for three times and that is it. I press and hold the power button and nothing happens. I then plug in the USB to my computer with Kies 3 software open, I see a gray/white battery image for a second and disappear. And then I press and hold the power button and nothing happen again. At one time when I plug in the phone to the wall charger I could see the green battery image showing that it is charging, down to 80%. Do you have any other suggestions? Is the board or the LCD digitizer fried. What can it be the problem?
Thank you in advance for your advice.
07-22-2016 12:52 PM
I'm attempting to use your instructions to upgrade the firmware using Kies, but, firstly, Kies doesn't ask for the IMEI, it asks for the serial number. Then, after I've pulled the battery again to figure out the serial number, it tells me to check the model name and enter it. If I enter the wrong serial number, it says the serial number is wrong. If I enter the right one, it tells me to check the model name and enter it. Suggestions?
12-15-2016 7:00 AM
ok so I have downloaded Kies and opened it, it recognizes my device but the device is locked, I cannot see the screen to unlock the device because it is black. I follow the instructions enter the model number it accepts that and tells me to enter the S/N number and it tells me to check the model number and enter it but does not give me an opportunity to change the model number which doesn't need changed because it matches the model number that the program recognized my device when it connected how can I complete the upgrade etc?
05-15-2017 7:38 AM
I am having the same problem with my phone. Will not turn on. I think they are junk throw away phones. You go to the store you purchased from and they are no help, all they want to do is sell you a $500 Iphone. Not a happy customer.
- edited 12-29-2017 9:39 AM
I have a galaxy express prime and yesterday i had dropped it off the counter and it slammed down onto the floor and shut off. I can not get it to turn back on.. how can I turn it back on without losing all my stuff that is on it??
10-11-2018 4:13 AM
I have a samsung galaxy prime. I droppped it in the toilet. I got it out pretty quick. I took it apart and put it in a bag of rice for awhile. It powers back on but the touch screen isnt working at all and I have to take battery out to turn it off. Any suggestions?
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