Hello #GalaxyS8 users! We know not a lot of you are worried about your S8 cranking out soon but still, a few have already reported troubles that used to plague older models so we want to address them as early as possible. Below are three issues that may happen to an S8. We hope you’ll find our solutions effective.
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.
Below are specific topics we’re bringing for you today:
Galaxy S8+ Screen Cracked, Stuck In Decrypt Screen, Fast Charge Stops Working
Problem 1: Galaxy S8+ screen is cracked, moisture detected error, Messaging app keeps crashing
My Galaxy S8+ started the moisture in charge port and not at all charging when battery was drained. then just anytime using the charger period within the 14-day trial, i tried to send back because i wasn’t happy but also didn’t want another phone due to being so ecstatic on the screen size for months, even being updated by email on this phone…
Well now i’m still having the problem and having insurance the screen is cracked and noticeable in top corner when i was told near impossible to ever crack the screen and also having inside a case and a tempered glass on it still got cracked although never dropped???? Confusing yes as much as me i’m assuming, now that the note8 is out and i have upgraded a line on my account could i possibly send this phone back in exchange for the Note 8 and do away with this line all together?
Also the messaging stops every so often and i’m just very dissatisfied from the first week of even having the 8+. I really think they hyped it up too much and let me down all together and being an iPhone hater i almost went to the iPhone 7+ as my daughter did and loves hers except the charging and music listening with dubs at same time bc her adapter thing? Has been misplaced but the screen size stopped me… Help i would rather them take this junk back and evenly exchange me for the Note 8. — Shoshana Hill
Solution: Hi Shoshana. In our years of supporting all Samsung Galaxy S and Notes model, this is the first time that we encounter a report mentioning the screen cracked under normal use. We also know, based in our own experience that the Corning Gorilla Glass display can withstand daily usage for years. Our 6-year old Galaxy S2 still has its display assembly intact at this time. Professional tests and quality assurance examinations have also provided proof how durable Corning Gorilla Glass is. If your Galaxy S8+ plus screen is cracked on its own, despite having taken care of the phone and avoiding anything that might physically damage the screen, then this must be an isolated case. You should return the phone to the relevant party.
And speaking of returning it, the standard warranty should apply. If you’ll ask for a replacement, they may be able to allow it but it won’t be another unit, like a Note 8. The replacement should still be a Galaxy S8+ and is usually a refurbished one. Samsung’s manufacturer warranty may cover screen repair for free as long as they can determine that you did not misuse the device, that is, you did not drop it or exposed it to water or heat. Scratches on the outside, which can be a sign of tampering or physical damage, can void the warranty. If they’ll declare that the phone is out of warranty, be sure to ask for the reason why. Unfortunately, repair on an out of warranty device means that you’ll have to shoulder the cost of repair, which should be substantial given the S8 is a new device.
For the messaging app issue, the problem can be totally unrelated to the hardware issue you’re having so kindly do the basic software troubleshooting steps like wiping the cache partition, deleting messaging app’s cache and data, and factory reset. Refer to the steps below on how to do each of them.
To wipe an app’s cache and data, kindly do the following:
- Open the Settings menu either through your notification shade (drop-down) or through the Settings app in your app drawer.
- Navigate down to “Apps”. This may be renamed to something like Applications or Application Manager in OEM skinned versions of Android 6 or 7.
- Once in there, look for the application and tap it.
- You’ll now see a list of stuff that gives you information about the app, including Storage, Permissions, Memory Use, and more. These are all clickable items. You’ll want to click on Storage.
- You should now clearly see the Clear Cache and Clear Data buttons for the application.
Problem 2: Galaxy S8 stuck in decrypt screen, how not to lose files
I have an S8 and just did the latest update this past weekend. When it restarted I entered my password (for the encryption) and now it’s stuck on the padlock opening. I have restarted many many times and tried safe mode. I’ve left it for 10 hours and still nothing. I have pictures of course that I need off the phone. I pulled the sd card and sim to see if it would boot but no combination has worked. I feel something froze before it could complete the update. Is there anything else to try before I factory reset and lose all my pictures??? Anything would help. Thank you. — Garrett
Solution: Hi Garrett. It can sometimes take some time for the S8 to load everything after you’ve entered the PIN to open it. The rate at which the phone decrypts to allow access varies a lot and can take minutes, especially if the internal storage device is almost full. What you need to do is not to interrupt it by pressing anything.
Try a soft reset
If you’ve already waited for hours for the device to unlock, then that’s obviously not normal and it’s possible that it may have become unresponsive. To unfreeze it, try doing a soft reset by pressing and holding the Power and Volume Down buttons for approximately 10 seconds or until the device power cycles. Make sure that the phone is not low on power when doing this to avoid bricking it. If you think the battery is low, try to charge the device for at least 30 minutes first before attempting a soft reset.
Wipe the phone
Unfortunately, if your phone won’t reboot normally, or continues to get stuck in the padlock screen, the only other way to fix it is factory reset. Performing a factory reset in this state will obviously not allow you to create a backup so any unsaved files in the device will certainly be lost.
To factory reset your device, follow these steps:
- Turn off the device. If you can’t do that, wait until the battery is drained, then charge the phone for up to an hour.
- Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
- When the Android logo displays, release all keys (‘Installing system update’ will show for about 30 – 60 seconds before showing the Android system recovery menu options).
- Press the Volume down key several times to highlight “wipe data / factory reset.
- Press Power button to select.
- Press the Volume down key until Yes — 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.
To prevent losing important data in the future, try to have a mindset of not trusting any storage device. Even today, flash memories (that includes the type used in your phone), hard disc drives, and other forms of memory are not guaranteed to work all the time. Although great strides have been accomplished in making storage devices more reliable, they are not 100% guaranteed to work. Also, electronic devices these memory chips are embedded into can also fail, like in your case. Thus, it’s always a good idea to create a backup of irreplaceable data from time to time. This can be done by using cloud services like the one being readily offered by Samsung and Google in your phone, or by third parties like Dropbox and similar companies. If you are concerned about privacy, there’s always an old school option of creating a backup in a computer (via Smart Switch), or by storing files in another removable storage device like a portable hard drive. If you’ll still lose important files in the future due to a phone crash after reading this, you only have yourself to blame.
Problem 3: Galaxy S8 fast charge stops workingThe fast charging feature is not working while my phone and charger are both 2 months old. When I plug my phone into the charger a message pops up which says that fast charging is unavailable and that I have to reconnect my charger or use the authentic charger. I already tried restarting my phone, but that did not solve the problem. — Rik Gommans Solution: Hi Rik. Fast charging feature is usually enabled by default after setting up the device for the first time. We assume of course that you’re using the charging cable and adapter that came with the box. If you’re not, be sure to use an original Samsung Galaxy S8 charger and cable first. If you’ve already looked into that before calling us, these are the things that you want to do:
Verify fast charging is enabledFast charging can’t be enabled or disabled while the phone is connected to a charger so be sure to unplug your phone first. Then, once it’s no longer connected to the charger, make sure that you do the following steps:
- Tap Settings.
- Tap Device maintenance.
- Tap Battery.
- Tap More icon at the upper right hand side.
- Tap Advanced settings.
- Tap Fast charging cable.
Verify if third party app is preventing fast charging from workingPoorly coded apps can sometimes be problematic by causing other apps or other Android functions to fail or behave erratically. To see if any of your downloaded apps is causing trouble, restart the phone to safe mode. Here’s how:
- Turn the device off.
- Press and hold the Power key past the model name screen.
- When “SAMSUNG” appears on the screen, release the Power key.
- Immediately after releasing the Power key, press and hold the Volume down key.
- Continue to hold the Volume down key until the device finishes restarting.
- Safe mode will display in the bottom left corner of the screen.
- Release the Volume down key when you see Safe Mode.
- Check if fast charging via cable is working.
- Uninstall apps that are causing a problem.