In October 2024, Samsung said an update to its SmartThings app was causing a limited number of Galaxy devices running Android 12 to reboot continuously. Samsung suspended the update and directed affected owners to contact support. The incident was specific to that app update; a Galaxy phone that keeps restarting can have other causes.
What happened with the SmartThings update?
On October 4, 2024, Samsung told Android Authority that a limited number of Galaxy smartphones running Android 12 were rebooting continuously during an update to the latest SmartThings app. Samsung said it had suspended the update after discovering the problem and was working on a resolution. It advised affected customers to contact the Samsung Contact Center.
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Samsung Canada’s related support entry likewise attributes repeated restarting to the SmartThings app and directs affected customers to a Samsung service center. The incident was reported in October 2024; it does not establish that a current reboot loop, or every older Galaxy reboot loop, has the same cause.
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The lists differ by source, so treat Samsung’s listed devices separately from models mentioned in user reports.
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| Source | Devices named | What the list means |
|---|---|---|
| Samsung Canada support entry | Galaxy S10 series; Galaxy Note10 series; original Galaxy Fold; Galaxy Tab S6; Galaxy A02, A21, A31, A41, A42 and A90 | Samsung’s incident-related support list for its Canadian support context. |
| Android Authority’s report | Galaxy S10 variants, Note10 variants, Galaxy M51 and Galaxy A90 | Models described in user reports; the Galaxy M51 is not on Samsung Canada’s list. |
Samsung did not publish a numerical count or rate of affected users. Its statement was only that a “limited number” of devices were affected.
What should you do if your phone is affected?
For the SmartThings incident, follow Samsung’s incident-specific route rather than assuming an at-home reset is the fix.
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- Contact Samsung support or a Samsung service center. Samsung’s 2024 statement directed affected owners to its Contact Center; Samsung Canada’s related support entry directs customers to a nearby service center.
- Ask about data handling before authorizing service. Samsung Canada says staff will try to preserve data, but some repairs may require a complete factory reset. Its entry also warns that repeated restarting may prevent a backup before service, so data preservation cannot be guaranteed.
- Confirm local coverage and eligibility. Samsung Canada described a one-time warranty allowance for repair in that support context. That does not establish the same terms in other countries or confirm present eligibility; check directly with Samsung in your region.
Should you factory reset a Galaxy phone that keeps restarting?
Not as the first step for a phone suspected of being caught in the SmartThings incident. A factory reset erases personal data, and Samsung’s incident-related support guidance warns that repair itself may also require a reset. Contact Samsung first if the phone matches the incident and you need to protect local data.
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Samsung’s general US boot-loop guidance treats factory reset as a last resort because it removes personal data. Its failed-update guidance says a device that cannot boot normally after an update failure may need service to be reflashed. These are general troubleshooting and repair instructions, not a guaranteed fix for the SmartThings incident.
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What general checks can help with other reboot loops?
If there is no reason to suspect the 2024 SmartThings issue, Samsung’s general US troubleshooting guidance suggests checking for physical damage and charging with a Samsung-certified charger. It also describes Safe mode as a way to check whether a third-party app may be responsible; the exact steps and menu labels vary by device and software version.
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- MEMORIES MADE PICTURE PERFECT: Capture every angle in stunning clarity, from wide family photos to close-ups of friends, with the triple-lens camera on Galaxy A17 5G.
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- If the phone stays on long enough, try Safe mode using the instructions for your model. If restarting stops there, a third-party app may be involved.
- If the device still will not boot normally after an update failure, Samsung’s guidance points to service for reflashing rather than treating a reset as a certain recovery method.
- Keep factory reset as a last resort when other recovery or support options are unavailable and you accept the loss of personal data stored on the device.
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