S6 won't Work after Android Update

[Eliza2811]

Brand new S6. Not the Edge model. UK model. First time switched on, I set it all up with my long time Google account, it started a large Android update, switched off, back on. The usual thing they do. Now I found I swipe the unlock screen, I get a black screen. I took my sim out and get a message saying sim removed. I can't switch it off. The menu comes up with power off, etc the screen is unresponsive. I purchased it off EBay. Best to send it back? I feel guilty. I haven't dropped it just to be clear. The volume button works. The pull down menu with WiFi, Bluetooth, doesn't.. I can't even factory reset it. Advice please. Thanks

 

[cinnamin]

I would send it back asap!

 

[boxa72]

Why do u feel guilty? You did nothing wrong! I would send it back although have u tried all the different recovery options and key combinations to reboot into recovery etc? Samsung also has an emergency recovery option in Kies and Smart Switch desktop applications.

 

[Eliza2811]

Alas I can't switch it off to try anything. It sounds crazy, but won't power off as the touchscreen won't do anything. The only way to switch it off currently would be battery draining down. Hard reset, factory reset is what Three suggested. Thanks for your advice.

 

[Jim Fernandez1]

you have to remember your backup password. i just spent the better part of my morning trying to get the fingerprint scanner to work, and when it finally led me to the backup pw and eventually to the google log-in, i just focused and tried to remember my backup pw. this has happened before, so i never panic, all it takes sometimes is just to breathe in, and just 'douse' for the password. i really don't know if this would help (this after it won't recognize my google log-in credentials. but the main thing is ; try to relax, don't panic and just remember something that may be the difference between having to factory reset the phone or worse, braking the phone with a hammer.

 

[AlphaTango414]

Press and hold the Home + volume up + volume down + power buttons to do a soft reset (simulates a battery pull)

Posted via the Android Central App

 

[Eliza2811]

Tried it. No joy.

 

[AlphaTango414]

I'd send it back if you are still within your return period. If all 4 buttons are not getting it to turn off, then something is for sure wrong and the device needs to be replaced to keep from having future problems.

Any chance it could be a fake s6? Don't know much about them but ebay can be bad about them.

Posted via the Android Central App

 

[lenasterling]

I would send it back asap!

Mine is working great, I bought it last month...

 

[FiveOverEight]

Mine is working great, I bought it last month...

Helpful...

anyhow OP, as others have mentioned, send this straight back. It's defective.

 

[Eliza2811]

Sent back and to be replaced by Samsung. If they replace just the phone, ie possible refurbished phone, I will not be a happy bunny and I will get my money back from the seller.

Thanks for the advice so far