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Verizon NG6 Update: Multiple random reboots

Member

What is Verizon doing to FIX THIS?

I rely on my connectivity for work, and was disconnected from 6 conference calls JUST TODAY.

PLEASE FIX THIS

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Re: Verizon NG6 Update: Multiple random reboots

Community Manager
Community Manager

I can understand how frustrating that these random reboots can be, Japagi. I want to do everyhing we can to try to get you back on normal track again. I would like for you to run the phone in Safe Mode for a few hours to see if the device will reboot. The best way to get the phone into safe mode is by following these steps:
1. Power off Device
2. Press Power button and wait until you see Samsung logo.
3. Press and hold Volume Down button until device boots up.
4. Once the device completely boots up, you will see safe mode text in bottom left corner.

Once the device is in safe mode you will be able to use the device for calls, text, and data. It will block out all 3rd party applications for the time it is in safe mode. After a few hours of testing it out, you can get it out of this mode by doing a normal power cycle. Please keep us posted.

KevinR_VZW

Follow us on Twitter @VZWSupport

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Re: Verizon NG6 Update: Multiple random reboots

Member

Same here! Only on two conference calls though. So frustrating.

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Re: Verizon NG6 Update: Multiple random reboots

Community Manager
Community Manager

I can understand how frustrating that these random reboots can be, Japagi. I want to do everyhing we can to try to get you back on normal track again. I would like for you to run the phone in Safe Mode for a few hours to see if the device will reboot. The best way to get the phone into safe mode is by following these steps:
1. Power off Device
2. Press Power button and wait until you see Samsung logo.
3. Press and hold Volume Down button until device boots up.
4. Once the device completely boots up, you will see safe mode text in bottom left corner.

Once the device is in safe mode you will be able to use the device for calls, text, and data. It will block out all 3rd party applications for the time it is in safe mode. After a few hours of testing it out, you can get it out of this mode by doing a normal power cycle. Please keep us posted.

KevinR_VZW

Follow us on Twitter @VZWSupport

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Re: Re: Verizon NG6 Update: Multiple random reboots

Sr. Member

KevinR_VZW, so what does Japagi do if the phone continues to reboot in safe mode?

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Re: Re: Verizon NG6 Update: Multiple random reboots

Community Manager
Community Manager

jrh4054,

That is a wonderful question. If the phone is still rebooting while in safe mode then we would know that it is something to do with the actual software of the device. Then at that moment we would recommend backing the device up and performing a full factory data reset on the phone. Then start the phone without any application on the device at all and test out the device to see if still having the problem.

KevinR_VZW

Follow us on Twitter @VZWSupport

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Re: Re: Re: Verizon NG6 Update: Multiple random reboots

Sr. Member

KevinR_VZW, if you read the NG6 threads on the VZW Community, you will see that in many cases the FDR doesn't work in fixing the NG6 update issues. The problem is with the update itself.  According to several Community posts, Samsung has admitted as much.  There will be no universal solution to this problem until Samsung and VZW push a fix for NG6.

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Re: Re: Re: Verizon NG6 Update: Multiple random reboots

Community Manager
Community Manager

jrh4054,

We appreciate the insight. While the Factory Data Reset may not resolve everytime, we still need to attempt and test to make sure it's not a case where it can be resolved. 

If you're still experiencing troubles with the device after the FDR, we can review the manufacturer's warranty for options or recommendations.  Please let us know if you still need assistance.


TrevorC_VZW

Follow us on Twitter @VZWSupport

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Re: Verizon NG6 Update: Multiple random reboots

Member

Don't forget to mention that if any factory apps are turned off, to turn them back on. A lot of people disable apps in an attempt to get more battery life. After the NG6 update I had the same problem. I enabled all the factory apps and it totally stopped it. Turn off sync too and that helps battery life a lot.

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Re: Verizon NG6 Update: Multiple random reboots

Member

I just want this update off my phone!  I'm in the process of changing jobs and moving across country. 90% of the time when someone calls, like the moving company or the new HR, my phone resets and usually doesn't record the number in the phone log. All I can do is wait for them to call back and send them to voice mail. Then I call them back and say

"sorry, Verizon pushed an update to my phone that is causing it to reset whenever someone calls." I hope I won't need to call 911 any time soon. 

The screen freezing after unlock is also very annoying.

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Re: Re: Re: Verizon NG6 Update: Multiple random reboots

Member

I just installed NK1 and it fixed the random reboots I had with NG6Smiley Happy

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