1. AC Question's Avatar
    Let me start with... I know nothing about rooting and I am not tech savy, so if you could explain in plain English would be GREATLY appreciated..

    Ok, so I had just sent a text message and I set the phone down 15 min later I picked up the phone and it was stuck in constant power cycle or boot loop. Holding down volume up, home button and power button doesn't do anything so I can't factory reset or clear cache partition. The screen goes black and then on again with black screen with white Samsung letters over and over again. The only screnn I can access is the green blue download screen and the Samsung rep at best buy pointed out that the system status says custom and is why Sprint said I jailbroke the phone. Samsung rep told he couldn't touch the phone because of this, Sprint said the same. Samsung rep said this was caused by the Samsung update, another guy came in and was able to change the system status back to official from a youtube video. My download screen shows PRODUCT NAME: SM-N920P / CURRENT BINARY: Samsung Official SYSTEM STATUS: Custom FRP LOCK: ON

    ------HOW DO I FIX MY PHONE??????-------
    04-22-2017 11:50 AM
  2. underway99's Avatar
    Hmm. This sounds like a similar experience that I had with my S7 Edge last fall. After an OS update, I had the unlocked boot logo that said CUSTOM. I didn't have the bootloop though. I haven't had one of those since I got rid of my last LG G4. Once the phone fully booted, I opened SETTINGS/ABOUT PHONE/STATUS. My PHONE STATUS was OFFICIAL.

    In the old days, I'd have just pulled the battery and replaced it a minute or so later. Removing the battery would clear a boot cache. Problem solved.

    We know that you can't do that any more, but I found (sometimes, I really like Google) a way to simulate isolating power. In my case, it cleared the custom OS flag on bootup. For the sake of laziness, I won't write the steps that I used. Here's a troubleshooting guide that mirrors what I did: Samsung Galaxy S7 Edge that’s stuck in boot loop or won’t boot up successfully [Troubleshooting Guide]. I used the FORCE REBOOT paragraph. I hope the mods don't strike me down for this -- it's from somewhere else.

    In any event, I've read in other places as well that connecting the looping phone to power can sometimes bypass the loop. When you're up and running, you're going to want to clear the app and system caches.

    Yet another option would be to try and reload the OS from your PC. If Sprint gave you a software update and maintenance app, use it to update and/or restore your device. If not, then try Smart Switch from Samsung. That might work too.

    EDIT: I meant Smart Switch vice SideSync. Oops.
    04-22-2017 03:11 PM
  3. Trees's Avatar
    If there's a Best Buy in your area you may be able to have the Samsung representative take a look. They may be able to use Smart Switch or another method to resolve.
    04-23-2017 08:19 AM
  4. kirksucks's Avatar
    If they're calling it "jailbreaking" they don't know what the heck they're talking about.
    jlost and brau0303 like this.
    04-23-2017 11:38 AM
  5. jlost's Avatar
    If they're calling it "jailbreaking" they don't know what the heck they're talking about.
    Haha so true.
    04-24-2017 06:50 AM

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