Thank you for your email. Your customer reference number is 211******3.
I apologise for the issues you are facing with your Samsung device after performing software update, In regard to your query I recommend performing a factory data reset.
A factory reset will erase all of the information stored on your device and will restore the software to original manufacturer settings. It will not remove software updates but it can undo any changes to settings that might be causing you problems.
This process will erase all of your data so a full back up using Samsung KIES is strongly advised before conducting a factory reset.
In order to back up your data, you will need to install KIES onto your PC. There are two versions of KIES: the one you need depends on what version of Android your Samsung device is using.
To check the Android version of your device, please follow these steps:
1. Go to your Apps
2. Then to Settings
3. Click on More
4. Click About Device
5. Here you will see your Android version
If your Android version is 4.3 or above, you will need to download KIES 3. If your Android version is below 4.3, please download KIES.
You can download both versions from this link: Samsung KIES
Once the correct version is installed, please follow these steps:
1. Connect your device to your computer using the Samsung USB Cable that came with your device (the charging cable with the plug head removed)
2. Open KIES and click the Back Up/Restore tab.
3. Click Data Backup
4. Mark the check box next to the content you want to back up. You can select all content by marking the check box next to Select all Items. Click Backup.
5. Click Complete when the backup is finished.
6. You can have KIES automatically back up your device every time it's connected by clicking the check box next to Automatically back up when USB connection is established.
To factory reset the device please follow the next steps:
1. From the Home Screen, tap the Applications menu item.
2. Tap on Settings.
3. Scroll down to Privacy and tap it.
4. Tap the Factory Data Reset menu item.
5. Tap the Reset phone button.
6. Tap the Erase Everything button.
Your phone will now reset and will begin the initial start-up process. Please ensure that you have your various accounts' details ready – e.g., Samsung account, email account, Wi-Fi.
If you have any more queries, please get in touch either by phone or email and I will be happy to help.
Kind regards,
Maneesha
Customer Service Representative