What to do if Galaxy Note8 plays Youtube, Facebook, and Gallery videos abnormally slow

There’s been a growing number of #GalaxyNote8 users who are experiencing video playback issues for the past few weeks so this post is a response to that. In this article, we present to you a sample case of this problem as well as the solutions that you can try.

Before we proceed, we want to remind you that if you are looking for solutions to your own #Android issue, you can contact us by using the link provided at the bottom of this page. When describing your issue, please be as detailed as possible so we can easily pinpoint a relevant solution. If you can, kindly include the exact error messages you are getting to give us an idea where to start. If you have already tried some troubleshooting steps before emailing us, make sure to mention them so we can skip them in our answers.

Today’s problem: Galaxy Note8 plays Youtube, Facebook, and Gallery videos abnormally slow

My problem is that my Note 8 sometimes displays the videos very slowly in any app including Facebook and YouTube and even Gallery. Restart solved the problem directly but after a couple of days it comes again. The phone is fast but I face this problem only in videos playing. My friend was using the Note 8 for 6 months with no problems. Don’t know what to do ?? — Mohammad Y A Mohammed

Solution: Hi Mohammad. If the issue goes away only temporarily after restarting your device, that can be a sign that the cause may be in the system all the time. We suspect it’s an app but it can also be a coding issue with the operating system, or even a hardware malfunction. Below are the things that you can do to help you identify the issue.

Clear cache and data of apps

In many cases wherein apps perform poorly, clearing their cache and data are usually effective solution. Every app in an Android device uses stored temporary files and information called cache in order to do tasks efficiently. Sometimes, this cache and/or data may get corrupted causing the app that uses it to slow down or not work properly.

Clearing an app’s cache deletes non-essential information and an app can build it again later. However, clearing an app’s data may result to permanent loss. For example, deleting your Gallery app’s data will also erase all photos and videos. So, while clearing the Gallery app’s cache may be safe, clearing it’s data will delete important information associated with it. Needless to say, you want to back your files up before clearing any of your app’s data. You can use

To clear an app’s cache and/or data, follow these steps:

  1. Open Settings app.
  2. Tap Apps.
  3. Find the app you’re having an issue with.
  4. Tap Storage app.
  5. Tap Clear Cache button.
  6. Restart your device and observe how playing a video works on any or all of these apps.

If the problem returns after clearing the cache, your next move would be to clear its data.

To clear a messaging app’s data, repeat steps 1-4 and tap Clear Data button.

Reset app preferences

Should clearing the cache and data of apps with problem won’t work, your next step should be to ensure that all apps and services are returned to their default configurations. Apps usually hardly work alone. In almost all cases, each app depends on another app or service in order to perform a task so if the required associated app is not working, or if it’s been disabled, a problem may occur. Resetting app preferences will do the following:

  1. re-enables previously disabled apps and services
  2. resets default apps for actions
  3. turns off background data restrictions for apps
  4. return app permissions to their defaults
  5. unblock app notifications

To reset app preferences on your Note8:

  1. Tap Settings app.
  2. Tap Apps.
  3. Tap More settings at the upper-right hand side (three-dot icon).
  4. Tap Reset app preferences.
  5. Tap RESET to confirm.

Reset all settings

Some app issues are fixed by returning system settings back to their defaults so if resetting app preferences won’t change anything, be sure to try to reset the operating system settings. Here’s how:

  1. Tap Settings app.
  2. Tap General management.
  3. Tap Reset settings.
  4. Tap RESET SETTINGS button.

Clear cache partition

Some apps may load slowly or generally perform poorly when the system cache becomes corrupted. To ensure that your Note8 uses fresh system cache at this time, you want to clear the cache partition. Here’s how:

  1. Turn off the device.
  2. Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  3. When the green Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
  4. Press the Volume down key several times to highlight ‘wipe cache partition’.
  5. Press Power button to select.
  6. Press the Volume down key until ‘yes’ is highlighted and press the Power button.
  7. When the wipe cache partition is complete, “Reboot system now” is highlighted.
  8. Press the Power key to restart the device.
  9. After your Note8 restarts, check for the issue again.

Boot to safe mode and observe

In some situations, apps may work poorly because another app may be interfering with them or with the operating system. To check if your issue is due to a bad third party app, you can boot your device to safe mode. In this mode, only preinstalled apps will be allowed to run so if the problem won’t occur, you know one of your apps must be behind the trouble.

To boot your phone to safe mode:

  1. Turn the device off.
  2. Press and hold the Power key past the model name screen.
  3. When “SAMSUNG” appears on the screen, release the Power key.
  4. Immediately after releasing the Power key, press and hold the Volume down key.
  5. Continue to hold the Volume down key until the device finishes restarting.
  6. Safe mode will display in the bottom left corner of the screen.
  7. Release the Volume down key when you see Safe Mode.

Don’t forget, safe mode won’t tell you what app is troublesome. If you’ve already established the fact the issue only occurs when the device is on normal mode and not when it’s on safe mode, then you need to invest more time in identifying the culprit. You can do that by uninstalling an app and checking for the issue on normal mode. If the issue returns, proceed to uninstalling the next app in line and checking for the problem afterwards. Do the same cycle until you’ve identified the problematic app.

Factory reset

Should all the solutions above won’t help at all, you have no other choice but to wipe the phone clean thru factory reset. This is a drastic solution that will return all software settings back to their defaults. If the bug is hidden deep in the operating system, factory reset must be of help. To factory reset you Note8:

  1. From the Home screen, swipe up on an empty spot to open the Apps tray.
  2. Tap Settings > Cloud and accounts.
  3. Tap Accounts.
  4. Tap Google.
  5. Tap on your Google ID email address if multiple accounts are setup. If you have multiple accounts setup, you will need to repeat these steps for each account.
  6. Tap 3 dot icon.
  7. Tap Remove account.
  8. Tap REMOVE ACCOUNT.

Before you reset the device, make sure that you’ve created a backup of your personal data.

Contact Samsung support

Ideally, your issue should already be fixed by now but if it remains even after you’ve factory reset your device, that can be an indication of a possible hardware malfunction. You should submit the device for a hardware check so Samsung can tell you if it requires repair, or if a replacement is necessary.
We don’t have any direct diagnostic tools to offer in knowing where the hardware malfunction lies so only Samsung service center can help you in this regard.

 


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