How to fix Samsung Galaxy S9 Plus with “Unfortunately, My Files has stopped” error (easy steps)

Some of our readers that own the Samsung Galaxy S9 Plus complained about the error message “Unfortunately, My Files has stopped.” It’s a notification that tells users that the default file browser or manager has crashed for some reason. Based on those complaints, it seems that the error occurs only when the app is used either directly or indirectly. The issue might be with the app but since it’s a pre-installed app and actually one of the core functions of the device, there’s always a possibility that it’s triggered by a firmware issue.

In this post, I will walk you through in troubleshooting your phone that keeps showing the error. We will try to rule out every possibility to be able to pinpoint where the problem lies so that we can fix it. It is important that we know if the problem is with the app or the firmware because that’s the key to fixing this problem and making your phone run smoothly again. So, if you’re one of the owners of this device, continue reading as this article may help you one way or another.

For owners who are looking for a solution to a different problem, drop by our troubleshooting page for we have already addressed some of the most common problems with this device. Browse through the page to find issues that are similar with yours and use the solutions we suggested. If they don’t work or if you need further assistance don’t hesitate to contact us by filling up our Android issues questionnaire.

How to troubleshooting Galaxy S9 Plus with “My Files has stopped” error

As I said earlier, the error is triggered directly or indirectly. It means that it may show up when you open the app itself or when you use other apps that needs to access My Files. Most of apps that needs to use it are those that allow you share files online. It may seem like a serious problem but in reality, it’s not. In fact, you may be able to fix it by doing a couple of basic troubleshooting procedures. With all that being said, here’s what I suggest you do about it:

First solution: Restart your Galaxy S9 Plus

Before doing anything, make sure you take restarting your phone especially if this is the first time you’re seeing this error because may be it’s just a minor glitch in the system or the app itself. Glitches happen all the time and may leave some apps to crash but they’re actually very easy to fix; a reboot is what it takes to make your phone work perfectly again.

Now, after the reboot and the app still crashes, try doing Forced Reboot:

  • Press and hold the volume down and power keys at the same time for 10 seconds or more.

A forced reboot is more effective than just the normal restart as it will refresh your phone’s memory. It will also reload all your apps, services and core functions. However, after doing it and the problem still occurs, then you have to move on to the next solution.

Second solution: Find out if it’s caused by a third-party app

There are times when pre-installed applications crash due to some third-party apps. After doing the first solution and the problem continues, then you should try rebooting your device in Safe mode. By doing this, you’re running your Galaxy S9 Plus in its barebones wherein only pre-installed apps are enabled and all third-party applications are temporarily disabled.

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

So, what if the phone works without a problem in safe mode? The next thing you need to do is find out which of your downloaded apps is causing the problem and then uninstall it.

  1. From the Home screen, swipe up on an empty spot to open the Apps tray.
  2. Tap Settings > Apps.
  3. Tap the desired application in the default list.
  4. To display preinstalled apps, tap Menu > Show system apps.
  5. Tap UNINSTALL > OK.

Determining what app is causing the problem is often a challenge to many users. So, you must uninstall apps that you recently installed first or those that you installed prior to the problem.

However, if the error still shows up in safe mode, then you have to do the next procedure.

Third solution: Clear cache and data of My Files

Clearing the cache and data will reset the app back to its default settings. If this is only a problem with the app, then this procedure is definitely gonna fix the problem. Don’t worry, while My Files is a file manager, your files won’t be deleted. So, try doing these steps and see if the problem gets fixed…

  1. Open Settings.
  2. Tap Apps.
  3. Select My Files.
  4. Tap Storage.
  5. Tap Clear cache to clear the app’s cache.
  6. Tap Clear data, then tap OK.

After doing this and the problem still persists, then it could be a firmware issue. The next procedure can be helpful.

Fourth solution: Reset All Settings

A firmware issue can be minor so before doing the Master Reset, you should try resetting all settings in your phone. It’s like a reset but none of your files and data will be deleted, just the settings:

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

After this and the error still occurs or if My Files still crashes, then you have no other choice but to reset your phone.

Fifth solution: Sync your phone and reset your phone

While this problem might be just minor, it’s very annoying because you really can’t use My Files to browse your files including your pictures, videos and other data. You need to fix this problem and at this point, a reset is your only option. So, you should reset your device but be warned that you may lose all your files and data and since My Files keeps crashing, you may not be able to backup those that are saved in your phone’s internal storage. So, sync your phone to backup your contacts and other data and then reset your device:

  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 data / factory reset’.
  5. Press Power button to select.
  6. Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
  7. Press Power button to select and start the master reset.
  8. When the master reset is complete, ‘Reboot system now’ is highlighted.
  9. Press the Power key to restart the device.

I hope that we’ve been able to help you fix the problem with your phone. If you have other issues you want to share with us, contact us anytime or leave a comment below.

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Harold has been in the tech industry since 2008 when he started out as a tech support for companies like Time Warner, Comcast and Tracfone. He’s been troubleshooting phones when the smartphone industry started booming. During his tenure as a tech support, he’s already been writing for various tech blogs and doing some freelance SEO. In 2012, he joined a small team of bloggers to write for The Droid Guy, and he has been with the company ever since. Today, he doesn’t only write tutorials and troubleshooting pieces but also shoots and edits videos for The Droid Guy channel while trading stocks on the side.

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