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Troubleshoot when your Samsung Galaxy J7 slows, freezes, or turns off unexpectedly

This article helps troubleshoot your Samsung Galaxy J7 slowing, freezing, or turning off unexpectedly

You may have performance issues if your Samsung Galaxy J7:

  • 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 performance.

  1. Safely remove your SD card.

    1. From the home screen, tap Apps.
    2. Scroll to and tap Settings.
    3. Scroll to and tap Storage.
    4. Tap the SD card name.
    5. Tap Unmount.
    6. Turn your phone off.
    7. Remove the battery.
    8. Remove the SD card.
    9. Reinsert the battery.
    10. Turn your phone back on.
  2. Use Boost Zone (Boost) or My Account (Virgin Mobile) to verify if your phone has low memory.

    1. From the home screen, tap Apps.
    2. Scroll to and tap Boost Zone (Boost) or My Account (Virgin Mobile).
    3. Swipe to the left to open Device Diagnostics.
    4. Tap Storage.
    5. Refer to Available in the Overview section to determine if your phone has low memory.
  3. Clear 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 does not erase any of your content or data.
    1. From the home screen, tap Apps.
    2. Scroll to and tap Settings.
    3. Scroll to and tap Applications.
    4. Tap Application manager.
    5. Scroll to and tap the preferred application.
    6. Tap Storage.
    7. Tap CLEAR CACHE.
  4. 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.
    • To close an app:
      1. Tap the Recent Apps key.
      2. Swipe an app to the side to close it, or tap the Close icon.
      3. When finished, press the Home key to return to the home screen.
    • To uninstall an app:
      1. From the home screen, tap Apps.
      2. Scroll to and tap Settings.
      3. Scroll to and tap Applications.
      4. Tap Application manager.
      5. Scroll to and tap the preferred application.
      6. Tap UNINSTALL.
      7. Tap OK.
  5. Verify that your Samsung Galaxy J7 is running the most recent software.

    1. In Boost Zone (Boost) or My Account (Virgin Mobile), swipe to the left to open Device Diagnostics.
    2. Tap System Updates.
    3. Tap Device Software.
    4. If an update is available, follow the prompts to install.

    If you're still having issues, please select your provider to contact Customer Care: