How To Fix Samsung Galaxy Note 9 Crashes When Playing Videos

The #Samsung #Galaxy #Note9 is one of the best Android smartphone model released last year. This phone has several outstanding features starting with its build quality which uses an Aluminum frame with Corning Gorilla Glass on the front and back. It has a 6.4 inch Super AMOLED display while under the hood is the powerful Snapdragon 845 processor combined with 8 GB of RAM. Although this is a solid performing device there are instances when certain issues can occur which we will be addressing today. In this latest installment of our troubleshooting series we will tackle the Galaxy Note 9 crashes when playing videos issue.

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How To Fix Samsung Galaxy Note 9 Crashes When Playing Videos

Problem: Note 9 crashing constantly when it goes near video. It will play a couple of seconds, often with some interference – like missing lines of the frame, or areas of blockiness, and then after 5 to 15 seconds will crash the phone and reboot.  In chrome it will sometime catch the crash and display “Aw snap, something went wrong”. In Facebook I’ve turned off autoplay so i can actually use FB to read messages and feed updates without the phone constantly crashing. It also crashes trying to record or playback video with the camera – so not web related. I can get about 10 seconds recorded – any longer and it will crash the phone. Likewise on playback.  I’ve followed all your guides, from app cache clearing, cache partition clearing, a factory reset with Android restore of original apps and finally a factory reset without restore. And manually putting apps back on. Even straight after a factory reset I couldn’t record or play video using the internal memory. I’ve removed the SD card to eliminate some kind of corruption on there. When starting video i get various service failures, saying XXXX services has a stopped. Where XXXX is anything like Google Play Services, Facebook, Google, YouTube, DeviceText, SystemUI. I’ve ended up ringing EE my carrier in the UK who will take it in under warranty – but would prefer to have a go myself.  I do recall it did an android update just before all this started happening, but don’t know if it was 9.0.0. turning up, or just an patch of some apps on it – as that’s what’s currently installed. To me it seems like some low level drivers are corrupted in the download as a factory reset isn’t clearing it. I’ve been trying to find a way to retrigger the download of the Android install files without any success. That or it has actually got some bad memory address locations relating to the video memory.

Solution: Before performing any troubleshooting steps on this phone its best to make sure that it running on the latest software version. If an update is available then I suggest that you download and install it first.

It’s very likely that this problem is caused by a glitch in the phone software. Listed below are the troubleshooting steps that needs to be performed to check if this is what’s causing the problem.

Perform a soft reset

A soft reset is usually performed to refresh the phone software. This action usually fixes minor software glitches which could cause issues on the phone.

  • Press and hold the volume down button and don’t release it.
  • Now press and hold the Power key while holding down the volume down button.
  • Keep both keys held down together for 10 seconds or more.

Once the phone boots up check if the issue still occurs.

Check if the issue occurs in Safe Mode

There are cases when an app you downloaded will cause issues on the phone when they are installed. To check if an app you downloaded is causing the problem you will have to start the phone in Safe Mode as only the pre-installed apps are allowed to run in this mode.

  • Turn the device off.
  • Press and hold the Power key past the model name screen appearing on the 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.
  • When Safe mode appears in the bottom left corner of the screen, release the Volume down key.

In case the issue does not occur in this mode then it is most likely caused by an app you installed. Find out what app this is and uninstall it.

Wipe the cache partition of the phone

There are cases when the cached data stored in the dedicated partition of the phone can become corrupted. When this happens this this will usually cause certain issues to occur on the phone. To eliminate the possibility that this is what’s causing the problem you will have to wipe the cache partition of the phone from the recovery mode.

  • Turn off the phone.
  • 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 three keys.
  • An ‘Installing system update’ message will show for 30 – 60 seconds before the Android system recovery menu options appear.
  • Press the Volume down key several times to highlight wipe cache partition.
  • Press Power key to select.
  • Press the Volume down key to highlight yes, them and press the Power key to select.
  • When the wipe cache partition is complete, Reboot system now is highlighted.
  • Press the Power key to restart the device.

Perform a factory reset

In case the above steps fails to fix the problem then chances are this is caused by old software data that has not been completely removed during the update process. The best way to deal with this right now is to perform a factory reset. Make sure to backup your phone data before doing the reset.

  • Turn off the phone.
  • Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  • 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).
  • 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.

If the issue still persists even after performing the steps listed above then you will have to bring the phone to a service center and have it checked.

Feel free to send us your questions, suggestions and problems you’ve encountered while using your Android phone. We support every Android device that is available in the market today. And don’t worry, we won’t charge you a single penny for your questions. Contact us using this form. We read every message we receive but can’t guarantee a quick response. If we were able to help you, please help us spread the word by sharing our posts with your friends.

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Chad Buenaflor

Chad has been in the tech industry since 2000. He has a degree in Electronics Engineering and is interested in the hardware and software side of technology. Initially working for a Japanese semiconductor company as a Test Engineer for nearly 10 years, he then pursued his passion for internet technology by working for the support team of Time Warner Cable then finally joining TheDroidGuy as one of their troubleshooting and tech writers. On his free time he plays his favorite games on his PC, Xbox Series X, and Android phone. Contact me at Email

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