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How to troubleshoot Galaxy S9 that has become unresponsive and won’t charge

Today’s topic is definitely one of the most common issues on any smartphone. It can occur on cheap or high end phones and Samsung’s #GalaxyS9 is not an exception. In fact, a lot of S9 users are actually contacting us for help because their device had become unresponsive, won’t turn on, or has stopped charging for good. If you encounter this issue on your S9, then this post should help.

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.

Problem #1: How to troubleshoot Galaxy S9 that has become unresponsive and won’t charge

Brand new Samsung S9 galaxy 1 month old. Phone ran down & switched off automatically as it should. Last time it did this it would not charge up with the proper factory charger. Did the reboot thing several times and finally got it to start charging again. 2 days later ran out of battery and switched off. Now cannot get it to charge no matter how many times I try the reboot with volume down & power button even with charger connected. Any answers?

Solution: Common reasons for this issue includes:

  • a bad app
  • unknown software bug
  • broken charging accessories
  • damaged charging port
  • dead battery
  • general hardware motherboard malfunction

To know if the problem can be fixed on your level, these are the things that you can try.

Force reboot

If your Galaxy S9 shows signs that it’s charging (LED light still flashes, phone vibrates or makes a sound), you may still be able to get it to work again by doing a forced reboot. To do this, just press and hold the Power and Volume Down keys together for 10 seconds and wait until it reboots. After the procedure, observe the device if it still reboots. If so, move on to the next step.

Verify if phone has screen issue

Some users may mistakenly identify a bad screen issue for No Power issue. The latter means the phone no longer charges, has become completely unresponsive, and not showing any signs that it still powers on (such as LED light when charging or receiving notifications, no sounds, no longer vibrates). If your phone has a bad screen assembly, your S9 should still show any of the signs though the screen itself would remain black. In this case, the best thing that you can do is to have the phone repaired. Make sure to send the device to Samsung so a qualified technician can fix it.

Use another set of charging cable and adapter

One of the common reasons why smartphones fail to turn back on can be bad charging accessories. Make sure that your device charges normally using known working cable and adapter. If you don’t have another set  at the ready, you can borrow one from a friend or go to a Samsung store to try one. Basically, your aim would be to know whether or not the current charging accessories you have are working, which empty the battery totally.

Check the charging port

This one does not mean fixing the charging port (you won’t be unless you risk opening the phone up and doing the actual repair yourself). By checking the charging port, we mean that you simply see if there are obvious signs that it may have stopped working properly due to presence of dirt or lint. By using a magnifying tool, you can inspect in a limited manner if there’s something amiss inside such a bent or damaged connector. This is often the main reason why a phone fails to charge, or charges erratically. If you see that the port is dirty or has some dirt in it, try cleaning it using a can of compressed air. Avoid sticking anything inside to prevent damaging a connector or compromising water resistance. If there’s a bent pin or connector, do not fix it on your own. Instead, you want Samsung to do it for you via their repair program. Make sure to contact them on what you need to do exactly.

Boot to safe mode

If the phone is not totally unresponsive and shows LED lights when charging or makes sounds during a restart, there’s a chance that a third party app may be interfering with Android. To see if that’s the case, try to boot it to safe mode. Here’s how to do that:

  1. Be sure to turn the device off. You won’t be able to boot it to safe mode if it’s on. If you can’t turn it off the usual way, let the battery drain to 0% first.
  2. Once you’re certain that the phone has been powered off, charge it for at least 30 minutes before doing the rest of the steps below.
  3. Press and hold the Power key past the model name screen.
  4. When “SAMSUNG” appears on the screen, release the Power key.
  5. Immediately after releasing the Power key, press and hold the Volume down key.
  6. Continue to hold the Volume down key until the device finishes restarting.
  7. Safe mode will display in the bottom left corner of the screen.
  8. Release the Volume down key when you see Safe Mode.

If your phone boots to safe mode successfully, it means that you have a third party app issue. One of the apps you added is probably blocking the screen or preventing it from working normally for a reason. To identify which of your apps is causing the trouble, you should boot the phone back to safe mode and follow these steps:

  1. Boot to safe mode.
  2. Check for the problem.
  3. Once you’ve confirmed that a third party app is to blame, you can start uninstalling apps individually. We suggest that you begin with the most recent ones you added.
  4. After you uninstall an app, restart the phone to normal mode and check for the problem.
  5. If your S9 is still problematic, repeat steps 1-4.

Boot to other modes

In case the issue lies on the operating system itself, you can try to boot the device to other boot modes to check. There are two other modes that can help you. One is called Recovery Mode and the other is Odin or Download Mode. These modes are independent of Android, which means that you should be able load them even if Android has become problematic or corrupted. They don’t depend on Android working normally in order to load. So, if you are able to boot your phone to Recovery or Odin Mode but not on normal mode, you can bet there’s an Android operating system issue causing the trouble.

Before attempting to restart your phone to any of these two modes, it must be powered off first, just like in safe mode.

To boot your S9 to Recovery Mode:

  1. Turn off the device. This is important. If you can’t turn it off, you’ll never be able to boot to Recovery Mode. If you are not able to shut the device off regularly via the Power button, wait until the phone’s battery is drained. Then, charge the phone for 30 minutes before booting to Recovery Mode.
  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).

In Recovery Mode, you can wipe the cache partition and factory reset the device. If your phone boots to Recovery, be sure to do these potential solutions.

To boot your S9 to Odin/Download Mode:

  1. Turn off the device. This is important. If you can’t turn it off, you’ll never be able to boot to Odin Mode. If you are not able to shut the device off regularly via the Power button, wait until the phone’s battery is drained. Then, charge the phone for 30 minutes before booting to Odin Mode.
  2. Press and hold the Volume Down key and the Bixby key, then press and hold the Power key.
  3. Wait for a few moments for Download Mode to come up. If nothing shows or if your phone remains unresponsive, it’s probably unable to load this mode.

In Odin mode, you can restore the firmware to its stock version. If your S9 boots to Download  or Odin Mode only, then you can either send it in to Samsung to be repaired, or you can attempt to flash the firmware yourself. Flashing is risky and can potentially brick your device. Be sure to do enough research so you’ll know the things that might go wrong and avoid them.

Get professional help from Samsung

In majority of cases similar to yours, repair is almost always the answer. If the suggestions above won’t help, visit your local Samsung store or Service Center so someone who does phone repair for a living can help you.

Problem #2: Galaxy S9 screen becomes unresponsive when passcode is entered

Had the latest update installed and now the screen is unresponsive when I try to swipe to unlock. i am able to reboot in regular and safe mode, and the home screen appears, however when i swipe to put in my passcode the screen goes blank. i can swipe to access the camera and sound settings, anything that does not require log in. tried volume down, power and got a green warning screen ‘custom os can cause critical problems…’ . vol down to cancel and the phone will boot up. the phone is functioning bc i can see the preview messages and hear the notification sounds, but wont respond for login swipe on or get to the shut down screen to fully turn the device off. this happens in safe mode as well.  can you help me with this? thanks.

Solution: The update may have messed the operating system configurations up. Try wiping the cache partition first and see what happens. Your phone uses a special cache called system cache to load apps quickly but sometimes, updates may corrupt it. To ensure that your phone has good system cache, follow these steps:

  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 Android logo displays, release all three keys.
  4. An ‘Installing system update’ message will show for 30 – 60 seconds before the Android system recovery menu options appear.
  5. Press the Volume down key several times to highlight wipe cache partition.
  6. Press Power key to select.
  7. Press the Volume down key to highlight yes, them and press the Power key to select.
  8. When the wipe cache partition is complete, Reboot system now is highlighted.
  9. Press the Power key to restart the device.

Should a cache partition wipe won’t change anything, do a factory reset to return all software information back to their defaults. Here’s how to do that:

  1. Back up data on the internal memory. If you have signed into a Samsung account on the device, you have activated Anti-theft and will need your Samsung credentials to finish the master reset.
  2. Turn off the device.
  3. Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  4. 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).
  5. Press the Volume down key several times to highlight ‘wipe data / factory reset’.
  6. Press Power button to select.
  7. Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
  8. Press Power button to select and start the master reset.
  9. When the master reset is complete, ‘Reboot system now’ is highlighted.
  10. Press the Power key to restart the device.

 


Engage with us

If you are one of the users who encounters a problem with your device, let us know. We offer solutions for Android-related problems for free so if you have an issue with your Android device, simply fill in the short questionnaire in this link and we will try to publish our answers in the next posts. We cannot guarantee a quick response so if your issue is time sensitive, please find another way to resolve your problem.

If you find this post helpful, please help us by spreading the word to your friends. TheDroidGuy has social network presence as well so you may want to interact with our community in our Facebook and Google+ pages.

How to fix a virus infected Galaxy S9 Plus

It’s a sad reality that many Android users are still being victimized by virus or malware everyday. Today’s troubleshooting article will give you important tips on what you can do if your #GalaxyS9Plus has become infected. Follow our simple suggestions below and you can steer clear of any serious malware issue that may come your way.

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.

https://youtu.be/jfVbzrOv7GY

Problem #1: How to fix a virus infected Galaxy S9 Plus (keeps redirected to a porn site)

Hello. I was using the kodi app on my fire stick and it sometimes will ask to pair your device to play a link. I’ve never had any problems before. I just recently switched to the galaxy s9 plus from being with apple for 5+ years. Once I clicked the box confirming I wasn’t a robot and clicked pair Google popped up and it said if you don’t click on this button in 5 minutes a virus will have access to all this stuff on my phone and also a Samsung alert popped up too and said a virus was detected. I didn’t click on anything I just exited out of the internet. I haven’t gotten any more alerts but i keep getting notifications for ” new messages” for samsung internet and I accidentally clicked on one and it takes me to a xxx site. There was a lookout app that was already in my phone when I switched and its saying there is nothing wrong but I’ve never received these notifications until I did the pair thing.

Solution: We’re here to provide support to Android devices only so if you’re having issues with your phone after linking or pairing it with a third party device like Fire stick, you should consider getting help from its developer or manufacturer.

Factory reset

As far as Android troubleshooting is concerned however, we recommend that you wipe your S9 Plus by doing a factory reset. This is an important first step in making sure that you start from scratch. We have no idea if your phone is currently infected by a virus or malware so factory resetting it should be a good benchmark.

To factory reset your S9 Plus:

  1. Create  a backup of your important files such as photos, videos, music, etc. You can use Samsung Smart Switch app to back your data up to your PC.
  2. Turn off the device. This is important. If you can’t turn it off, you’ll never be able to boot to Recovery Mode. If you are not able to shut the device off regularly via the Power button, wait until the phone’s battery is drained. Then, charge the phone for 30 minutes before booting to Recovery Mode.
  3. Press and hold the Volume Up key and the Bixby key, then press and hold the Power key.
  4. 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).
  5. Press the Volume down key several times to highlight ‘wipe data / factory reset’.
  6. Press Power button to select.
  7. Press the Volume down key until ‘Yes — delete all user data’ is highlighted.
  8. Press Power button to select and start the master reset.
  9. When the master reset is complete, ‘Reboot system now’ is highlighted.
  10. Press the Power key to restart the device.

Filter installed app

Now that you’ve ensured that your phone’s software is clean, the next good thing to do is to pick the apps you add to the system. Not every app that you can download from Google Play Store or from other sources outside the Play Store are trustworthy. Some of them are designed to act as backdoors that will compromise your phone security to allow other malicious apps to be installed later on. Other malicious apps are built to steal personal information while others are more brazen, forcing your browser or other apps to redirect you to another website or to a download page in the Play Store. If you don’t screen what apps you install on your system properly, there’s a big chance that you’ll most likely end up with a compromised system. Needless to say, it’s your responsibility to ensure that only good apps are added to your phone. After factory reset, make sure that you install apps individually. Try to install official apps from reputable companies only and avoid products from unknown developers. If you are not sure whether an app can be trusted or not, visit its Play Store download page and check the reviews from other users. You can also do a quick Google search to see if the said app is a known malware or not.

If you get apps outside of Play Store, you’ll need to exert extra vigilance since there’s no longer any extra protection for you unlike when you get apps from the Play Store. Google screens apps in the Play Store but even then, some bad ones manage to sneak in and offer themselves to the general public. Apps from outside the Play Store can be more dangerous for average users in the sense that users are left without any anti-malware protection when installing them. Be sure to only install trusted apps from non-Play Store sources.

Avoid visiting booby-trapped websites

Some websites, like bad apps, are designed to exploit Android weaknesses. If you keep getting redirected to another website, that’s probably because your web browser has been hijacked, or there’s an installed app in the system that forces the browser to open another site. If you are positive that you did not install any bad app and your web browser keeps getting redirected, try wiping its data and see what happens.

Here are the steps on how to clear the data of an app:

  1. Open Settings app.
  2. Tap Apps.
  3. Tap on More settings at the upper right (three-dot icon).
  4. Select Show system apps.
  5. Find and tap your app.
  6. Tap Storage.
  7. Tap Clear Data button.
  8. Restart your S9 and check for the problem.

Install an antivirus app

Having an antivirus in your phone won’t guarantee 100% protection but it’s one of the things that you can do to minimize bad apps from being installed. It does not mean that you can be laxed when it comes to selecting what apps to install or what websites to visit though. Some malicious apps or viruses are so advanced that even the best Android antivirus applications may not be able to detect them. Virus makers and security teams are always in a constant cat-and-mouse battle so you can help yourself by preventing viruses from infecting your device in the first place.

Problem #2: Galaxy S9 Facebook app keeps crashing on regular mode but works on safe mode

My Facebook app for the last 8 hrs has suddenly decided to crash within 2 seconds of opening it everytime. Giving me the option to send feedback or close app (which it does anyway) I went thru all the steps on your page and got to the start up in safe mode. That worked! The app didn’t crash. I then started back up as normal and deleted a lot of recent apps hoping it was one of them that was causing the FB app to crash. However it’s still crashing. I was hoping to get advise on what apps could be crashing it as it doesn’t say how to look out for that on the safe mode section on the website. I would really appreciate any help. Many thanks.

Solution: We don’t work for Facebook so we can’t provide you a list of possible apps that may be causing it to crash. We’re not even aware if there’s a specific app that can do that at this time. If you are positive however that Facebook does not crash on safe mode, that’s a clear indicator that you have a bad third party app issue, meaning one of the apps is causing the problem.

Safe Mode is a tool to help technicians check if a third party app is interfering with Android or with other apps. The thing is, it won’t pinpoint the exact app. You’ll have to use the method of elimination to identify the culprit. To identify which of your apps is causing the trouble, you should boot the phone back to safe mode and follow these steps:

  1. Boot to safe mode.
  2. Check for the problem. If Facebook works and doesn’t crash, you have a bad third party app.
  3. Once you’ve confirmed that a third party app is to blame, you can start uninstalling apps individually. We suggest that you begin with the most recent ones you added. Start by uninstalling the most recent app.
  4. After you uninstall an app, restart the phone to normal mode and check for the problem.
  5. If your S9 is still problematic, repeat steps 1-4.

You have to continue doing the cycle until you figure out the cause. This can get really tedious if you have plenty of apps but there’s no shortcut.

Problem #3: Galaxy S9 becomes unresponsive after system update

Hi there. Just today I received a prompt for a System Software Update, set it to install and left it on the side for a bit while busy with something else. Around 20 minutes later I picked my phone back up and the screen was off. I assumed it was mid-reboot and left it for a few more minutes, but the screen was still off and was completely unresponsive to being put on charge and holding the power button. I’ve attempted to boot to Recovery/Odin mode as per your troubleshooting guide but still no luck. Any advice as to what I could do?

Solution: You should try a forced reboot first. If you don’t know how, follow these steps:

  1. Press and hold the Power + Volume Down buttons for approximately 10 seconds or until the device power cycles. Allow several seconds for the Maintenance Boot Mode screen to appear.
  2. From the Maintenance Boot Mode screen, select Normal Boot. You can use the volume buttons to cycle through the available options and the lower left button (below the volume buttons) to select. Wait for up to 90 seconds for the reset to complete.

If you’ve already tried that, or if the phone remains unresponsive (no LED light, no sound, no vibration), let if charge for at least an hour. Then, once it has charged that long, try to see if you can boot it up to Recovery Mode. Here’s how:

  1. Turn off the device. This is important. If you can’t turn it off, you’ll never be able to boot to Recovery Mode. If you are not able to shut the device off regularly via the Power button, wait until the phone’s battery is drained. Then, charge the phone for 30 minutes before booting to Recovery Mode.
  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).

If the phone won’t boot to Recovery Mode, try booting it to Odin or Download mode. If that won’t work either, you’re out of luck. You should send the phone to Samsung so they can repair or replace it.

 


Engage with us

If you are one of the users who encounters a problem with your device, let us know. We offer solutions for Android-related problems for free so if you have an issue with your Android device, simply fill in the short questionnaire in this link and we will try to publish our answers in the next posts. We cannot guarantee a quick response so if your issue is time sensitive, please find another way to resolve your problem.

If you find this post helpful, please help us by spreading the word to your friends. TheDroidGuy has social network presence as well so you may want to interact with our community in our Facebook and Google+ pages.

What to do with your Samsung Galaxy S9 that turned off by itself and became unresponsive (easy steps)

It seems that many Samsung Galaxy S9 owners have encountered having their devices turn off on them for no apparent reason and the worse thing is they no longer respond after powering down. It means they would no longer power on no matter what users do. Is it a serious hardware problem or could it be just a minor issue with the firmware? Depending on how the problem occurred, we really can’t be sure if it’s just a minor issue or a very complicated one.

In this post, I will walk you through in troubleshooting your Galaxy S9 that turned off by itself and would no longer respond after that. We will consider every possibility and rule them out one by one until we can determine what the issue is all about and what needs to be done to fix it. So, if you’re one of the owners of this device and are currently having similar issues, continue reading as this post may be able to help you.

Now, before anything else, if you have other issues with your phone, make sure you drop by our troubleshooting page for we have already provided solutions to hundreds of problems reported by our readers. Odds are that we may have already provided a solution to the problem you currently have so try to find issues that are similar with yours on that page and feel free to use the solutions we suggested. If they don’t work or if you need further assistance, fill up our Android issues questionnaire and hit submit to contact us.

How to fix Galaxy S9 that turned off and no longer responds


More often than not if a phone turns off by itself and would no longer respond, we will immediately think that there’s a problem with the hardware. But this kind of problem is actually just a minor firmware issue provided that your phone hasn’t been dropped on a hard surface or got submerged in water for a long time. With physical and liquid damage set aside, here’s what you should do if your S9 won’t turn on or respond…

First solution: Forced restart

The most common cause why the phone turns off by itself and becomes unresponsive is a firmware crash. It happens all the time regardless of the model of your phone or how powerful it is hardware-wise. When it occurs, it will leave an impression that the phone has a serious hardware issue but in reality, it’s just a crash and there’s always something you can do about it. This is where forced reboot becomes very useful…

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

If the problem is indeed due to a system crash and that there’s enough battery to power it up, your device should already be booting up by now. However, if it remains unresponsive, try this instead:

  1. Press and hold the volume down button first and don’t release it yet.
  2. Now, press and hold the power key while you’re holding down the volume down button.
  3. Continue holding both keys for 10 seconds or more.

It’s basically the same as the first but we’re making sure this time you’re doing the combination correctly because doing it otherwise won’t give you similar result. If your phone is still not responding after doing this, then you have to move on to the next procedure.

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Second solution: Charge and Force Restart

You need to do this procedure to rule out the possibility that the problem is caused by both a drained battery and system crash. When the battery is already at a very low level and you’re still using the phone, the juice may run out with the phone still being used and this will result to a system crash as the hardware and firmware aren’t properly shut down. So, you’re actually dealing with a couple of issues here instead of one.

I said that your phone will always respond when the Volume Down and Power keys are held together for a certain amount of time but if the battery is drained, there’s no way your phone will actually turn on. So, try doing this:

  1. Plug the charger to a working AC outlet. Use a wired charger for this.
  2. Using the original cable, connect your phone to its charger.
  3. Regardless whether your Galaxy S9 shows the charging signs or not, leave it connected to its charger for 10 minutes.
  4. Now, press and hold the Volume Down button and don’t release it.
  5. While holding it down, press and hold the Power key.
  6. Keep both keys held down for 10 seconds or more.

If your phone indeed drained its battery and its firmware crashed, then it should be booting up now after you’ve done this procedure. However, if it remained unresponsive and you haven’t noticed any improvements, then it’s time to bring it back to the store or shop so that a technician can check it up for you.

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