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Troubleshoot when your Samsung Galaxy Note7 slows, freezes, or turns off unexpectedly

Last Updated: Aug 04, 2016

This article helps troubleshoot your Samsung Galaxy Note7 slowing, freezing, or turning off unexpectedly

You may have performance issues if your Samsung Galaxy Note7:

  • Performs slowly
  • Freezes
  • Turns off or unexpectedly restarts
  • Displays error messages
  • Is unable to install or update applications

Try each of these steps to see if it helps improve your phone's performance.

  1. Safely remove your SD card.

    1. From the home screen, tap Apps.
    2. Tap Settings.
    3. Scroll to and tap Device maintenance.
    4. Tap Storage.
    5. Tap the Menu icon.
    6. Tap Storage settings.
    7. Tap the Eject icon beside the SD card name.
    8. Remove the SD card.
  2. Perform a soft reset.

    A soft reset restarts your phone and does not erase any of your content or data.

    1. Press and hold the Power and Volume Down keys for 6 seconds.
    2. The phone will power off and restart.

      Note: If the ringtone volume changes when soft resetting the device, press the Volume up key to reach the preferred volume after the device restarts.

  3. Use Sprint Zone to determine if your phone has low memory.

    1. Access Sprint Zone.
    2. Swipe to the left to open Device Diagnostics.
    3. Tap Storage.
    4. Refer to Available in the Overview section to determine if your phone has low memory.
  4. Clear the application cache.

    • Clear the application cache on your applications to free up space and improve performance.
    • Be sure you clear only the application cache and not the application data.
    • When you clear the application data, it removes your personal settings and info such as login information and high scores.
    • Clearing the application cache doesn't remove your personal settings or information.
    1. From Device Diagnostics, tap Power Usage.
    2. Tap Battery Usage.
    3. Tap the application you want to close or uninstall.
    4. Tap Stop or uninstall application.
    5. Tap Storage.
    6. Tap CLEAR CACHE.
  5. Close or uninstall applications.

    • Some apps run in the background when you are not using them.
    • Also, some apps consume more energy than others.
    • Some apps come pre-loaded on your phone and you can't uninstall them.
    1. From Device Diagnostics, tap Power Usage.
    2. Tap Battery Usage.
    3. Tap the application you want to close or uninstall.
      • Close (turn off) an application: Tap FORCE STOP.
      • Uninstall (remove from phone) an application: Tap Stop or uninstall application, UNINSTALL, and then OK.
  6. Verify that your Samsung Galaxy Note7 is running the most recent software.

    1. From within Sprint Zone, swipe to the left to open Device Diagnostics.
    2. Tap System Updates.
    3. Tap Device Software.
    4. Review the message and tap Settings.
    5. Scroll to and tap System Update.
    6. Tap Download updates manually.
      • If an update is available, follow the prompts to download and install it. Otherwise, tap the Back key.

If you're still having issues, try the Sprint Community pages or make an appointment at a convenient Sprint Repair center.

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