Note 5 stuck on boot/frozen

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I was actually watching my wife's Note 5 as this happened. She was looking at the weather when the phone randomly shut down, then proceeded to boot back up as if she restarted it, but then froze on the powered by android screen. I was able to get into the maintenance screen where it gives you options to restart, power down, boot in safe mode, usb and reset. the only things i have not tried are reset or usb debug. Everything else does not work. i would hate to do a factory reset. I tried the steps to get into recovery to wipe the cache, but i can't get the phone to even get to that screen.

any suggestions?

 

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Update:

Took it to Verizon, they have no clue what's wrong with it. Can't factory reset or even get into recovery. They sent me a new one, should be here tomorrow. Thankfully I have it set up to back up everything to the cloud.