(lighthearted music)
- Hi, I'm Agent Bennett, and we're in the lab today
to show you how to fix a tablet that keeps freezing.
For this demo, I'm using a Samsung Galaxy Tab S6,
which is running on the Android 9 operating system.
So, keep in mind that some of these steps
might be a little different
depending on the make and model of your tablet.
Before we get started, if you can,
make sure that your tablet is connected to the internet
and is either plugged in or is at least 80% charged.
If you haven't backed up your data recently,
you might wanna do that now.
There's a link below to another tech tips video
that'll show you how.
Also, sign in to your Google Play and Galaxy Store accounts
if you haven't already, that'll come in handy later.
You'll also need the username and password for the device,
along with a way to take notes.
Okay, let's get started.
If your tablet is frozen, you might have to force a restart.
To do that, press and hold the power button
and the volume down button at the same time
for about seven seconds.
Once the screen goes dark, you can release the buttons.
Your tablet should restart.
If you're lucky, that might be enough to solve your problem.
If it's still freezing, it might be a software issue.
So I'll show you how to troubleshoot that next.
Swipe up from the bottom of the screen
to bring up the app drawer.
Then, tap settings.
Scroll down and tap software update,
and then download and install.
If there are any available updates,
go ahead and install them.
After that, you should see a message saying,
your software is up to date.
If not, there are likely a few more updates
waiting to be installed.
Repeat this process until you see this message.
Now that your software is up to date,
your tablet should be working fine.
If it's still not, one of your apps
might be the source of the problem.
Let's start by updating all of your apps
in the Google Play Store and then the Galaxy Store.
Swipe up from the bottom of the screen
to bring up the app drawer.
Tap Play Store, and then hit menu, which is right here.
Then, tap my apps and games.
If you see an app that's labeled, update, tap on it.
If you have a few apps with this label, tap update all.
Now we're going to update the apps from the Galaxy Store.
Go to your app drawer again,
and then tap Galaxy Store, menu and updates.
If you have multiple apps that need an update,
tap update all.
All right, now check to see if your tablet is working.
If it's still freezing,
I can walk you through a few more steps.
Let's restart your tablet in safe mode.
In safe mode, the operating system only runs software
that is absolutely necessary.
This can make it easier to find the problem.
Press and hold the power button and the volume down button
at the same time for about three seconds.
Then, tap and hold the power off icon
until safe mode appears and select it.
If your tablet works fine in safe mode,
that means an app you installed is causing the issue.
First, get your tablet out of safe mode
by restarting it normally.
When it restarts,
press the recents button at the bottom of the screen
in the navigation bar, it looks like this.
Then, close all of your apps by pressing this.
Now, most close right away,
but you might get one that's more stubborn.
When that happens, you have to force it to close,
and here's how you do that.
Swipe up from the bottom of the screen
to bring up the app drawer.
Then, tap settings, scroll down to apps,
find the stubborn one and select it.
Tap force stop, you'll see this popup message,
go ahead and confirm.
There's a good chance this is the app
causing your tablet to freeze.
Uninstalling it could solve your problem.
So, let's remove it.
Bring up the app drawer and then tap the settings and apps.
Find the troublemaker and tap uninstall or disable.
Now, restart the tablet
to see if the freezing still happens.
If it does, another app might also be at fault.
Continue uninstalling recently installed apps
until you solve the issue.
Make sure you write down the exact names
of everything you uninstall.
When you're done and you've isolated the troublemakers,
you can reinstall those that weren't a problem.
If this still doesn't work,
let's check your available storage.
If you have less than 10%,
this can cause your tablet not to function properly.
Bring up your app drawer and then tap settings,
device care, and storage.
If you have less than 10%,
tap clean now to delete any unnecessary data.
This might solve your problem.
If that still didn't work,
you might have to reset your device to factory settings.
Now, before you do this,
make sure you back up your data
because this will erase everything,
returning to its original state when it was brand new.
When you're ready, bring up the app drawer,
and then tap settings,
general management, reset,
factory data reset,
reset, and then tap, delete all.
Enter your password for your Samsung account
and then tap okay.
If your tablet is completely frozen
and won't respond to the touch screen,
you can still do a factory reset using the physical buttons.
Let me walk you through that too.
When your tablet is off,
press and hold the power button and the volume up button
at the same time.
When the screen turns on, release the buttons
and then press the volume down button
until wipe data/factory reset is highlighted.
Press the power button to select that
and then press the volume down button again
until yes is highlighted.
Press the power button to select it.
Now you'll see a few other options appear.
Press the volume down button
until reboot system now is highlighted.
Again, press the power button to select it.
It will now walk through the factory reset process.
At this point, your tablet should function
like it's brand new,
and you can restore your settings and reinstall your apps.
I hope you found this video helpful.
If you did, give it a like.
If you have any other questions,
leave them in the comments below
and we'll do our best to help.
And be sure to subscribe to our channel
for more tech tips from Best Buy.
Thanks for watching.
(lighthearted music)