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Why is S9 turning off and on repeatedly on its own?

GOODOLEDUKE
Member

S9 started just randomly turning off and restarting by itself over past 2 weeks. I've cleared cache partition, deleted any apps that I had downloaded over last 2 weeks and started back up in safe mode. It still continues to happen up to a dozen times a day. Shuts off during a call, attempting to text, taking a picture or opening an app, making the use of this phone pretty worthless at this time.

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Re: Why is S9 turning off and on repeatedly on its own?

Community Manager
Community Manager

GOODOLEDUKE,

 

Providing you with superior service is the number one priority here at Verizon Wireless. We are concerned to hear that you are having trouble with your S9, but we will work to get this resolved for you. I appreciate all of the steps you have tried on your own as it definitely helps with narrowing down what could cause your phone to reset. Have you completed any recent software updates around the time this happened? What software version are you currently running on your device?

 

Candice_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Why is S9 turning off and on repeatedly on its own?

GOODOLEDUKE
Member

Hello,

Thank you for responding on the current problem I'm experiencing.

I've had update on March 17, 2018 to G960USQU1ARBG and there is another

security update, that I have repeatedly attempted, but the phone keeps

turning off/rebooting and it errors out at about 24%. Last error code of:

404.

Currently it will just freeze on Verizon startup screen, then state

Optimizing apps, go black to Samsung screen and loop again and again

through the same process. I have to press manual boot to get to it to stop.

The phone heats up tremendously when this happens daily.

The phone continues to reboot on it's own when I'm on a call, texting,

trying to pull up email or various apps about every hour.

Any help is appreciated. This phone is fairly new and I've never had this

type of problem before with any of my other Samsung phones.

Tina

On Thu, Jun 7, 2018 at 9:00 AM, vzw_customer_support <

Re: Why is S9 turning off and on repeatedly on its own?

jrh4054
Sr. Member

I don't know what you mean by 'fairly' new, but if it's really new, why don't you return it?

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Re: Why is S9 turning off and on repeatedly on its own?

Community Manager
Community Manager

I know how critical it is to have a reliable phone at all times. I'm confident we'll figure this out together. Please run a health check on the phone and share the results with us. Here's how you can do a health check: http://spr.ly/6584Dc9Aa Is there any damage to the phone? When you say the phone gets hot, does it get so hot that it cannot be held and have you noticed any warping, melting or smoking? If so, please take the phone to nearest corporate store for inspection. You can find the closest store at this site http://spr.ly/6586Dc9AI Make sure to check "only show stores eligible for in-store pickup".

Ryan_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!