Original topic:
Device does not Wake Up
(Post creation time:
09-5-2026 04:32 PM
)
302 Views
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DanielFr
Constellation
Regarding Samsung Galaxy S24 Ultra, One UI 8.5 (version S928USQS6DZH3), updated on September 2, 2026.
The device does not wake up when pressing the Power button or double-tapping the screen.
This has happened three times since the update.
A long press (5–10 seconds) on the Power button followed by pressing Volume Down turns the screen back on.
An incoming call wakes up the screen.
Once awake, everything works normally with no further freezing.
It happens randomly.
I turn off the device every night.
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Selected Answer
SamsungModerator1
Community Manager
09-21-2026 04:35 PM
in
Hey @DanielFr, Thank you for providing such detailed and thorough troubleshooting updates! The fact that the wake-up issue still occurs while running in Safe Mode is an incredibly helpful piece of information. Because Safe Mode disables all third-party applications, this test successfully rules out third-party apps as the culprit. This confirms that you are dealing with a deeper system-level conflict or a power-management glitch within the One UI firmware itself. Since you are located in France with a US-model device (SM-S928U), physical service center options might be limited due to regional warranty differences. Here is what we recommend doing next to address a system-level bug:
Submit Another Error Report: Since you can reproduce the issue in Safe Mode, please submit a log through the Samsung Members App (Support > Send Feedback > Error Reports) immediately after it happens. Make sure to explicitly mention in your description that it occurs in Safe Mode, so the developer team knows it's a firmware-level bug.
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LongHiker
Galactic Samsung Care Ambassador
09-5-2026 04:39 PM
in
DanielFr
Constellation
09-19-2026 01:09 PM
in
Additional information regarding report – Galaxy S24 Ultra SM-S928U – wake-up issue Device: Samsung Galaxy S24 Ultra (SM-S928U) One UI: 8.5 / Android 16 Software version: S928USQS6DZH3 Update installed on: 02/09/2026 Carrier/CSC: SAOMC_SM-S928U_ONY=XAA=16_0010XAA/XAA,XATT/ATT The device is new and was initialized on 21/08/2026. The first instance of the device failing to wake up occurred on 23/08/2026. Since then, the problem has occurred randomly, ranging from zero to several times a day. When the issue occurs, following a period of inactivity (sleep mode): pressing the Power button does not wake the screen; double-tapping the screen does not wake the screen; an incoming call from another phone immediately wakes the screen; connecting the charger also wakes the screen; once the screen is awake, the phone functions normally. A particularly important point: the issue also occurred while the phone was running in Safe Mode, after approximately two hours of operation/inactivity. The fact that the issue recurs in Safe Mode seems to rule out—at least initially—a third-party application as the cause. The issue therefore began prior to the installation of build S928USQS6DZH3 (dated 02/09/2026) and has persisted since that update. Please analyze the system logs to determine if there is a blockage or anomaly related to sleep/wake management, power supply, the display, or the side button.0 likes
SamsungModerator1
Community Manager
09-21-2026 04:35 PM
in
Hey @DanielFr, Thank you for providing such detailed and thorough troubleshooting updates! The fact that the wake-up issue still occurs while running in Safe Mode is an incredibly helpful piece of information. Because Safe Mode disables all third-party applications, this test successfully rules out third-party apps as the culprit. This confirms that you are dealing with a deeper system-level conflict or a power-management glitch within the One UI firmware itself. Since you are located in France with a US-model device (SM-S928U), physical service center options might be limited due to regional warranty differences. Here is what we recommend doing next to address a system-level bug:
Submit Another Error Report: Since you can reproduce the issue in Safe Mode, please submit a log through the Samsung Members App (Support > Send Feedback > Error Reports) immediately after it happens. Make sure to explicitly mention in your description that it occurs in Safe Mode, so the developer team knows it's a firmware-level bug.
DanielFr
Constellation
09-22-2026 12:26 PM
in
Thank you for your response.
You are asking me to send a diagnostic report — I have already done so after experiencing a system lock-up in Safe Mode. I sent the logs, and you confirmed receipt. I have not received a reply yet.
I would like to clarify that I am an IT professional and an all-systems engineer with 40 years of experience.
The frequency of these lock-ups is increasing day by day, even though I completely power off the device every night and restart it in the morning.
I have carried out extensive research and analysis using various tools, including several AI models. At this point, the most likely explanation appears to be a device-related problem, although I cannot say this with absolute certainty. I have spent many days investigating this.
If this were an Android or One UI software issue, I would expect more users to experience it, given the number of devices in circulation. This should therefore be more widely documented. I have also removed most third-party applications.
The device is brand new, and I was approaching the deadline of September 25 to return it to the seller. I therefore returned it this morning.
I regret having to give up this excellent device, but I cannot take the risk of losing €1,000.
I am therefore staying with my Galaxy S9 Plus, which has no issues whatsoever. This is the first time I have been disappointed with a Samsung device.
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