According to your description, I suggest you try the following methods:

1. It is recommended to go to Settings-Application Manager-All Players? -Clear data attempt.

2. Check whether software programs such as mobile phone security guards are installed in the mobile phone. If there is an attempt to uninstall, please check whether the installed third-party software is incompatible or caused by software restrictions.

3. Take out the external SD card for testing.

4. Back up the data on the mobile phone and try to restore the factory settings of the mobile phone before installation.

5. Test after updating the firmware version of the mobile phone.

If the problem still exists, it is recommended that you send your mobile phone to the nearest service center for testing. Please click the following link to find out the specific location of Samsung Service Center:

/support/location/supportservicelocation . do page = SERVICE。 Location and place. cid = cn _ PPC _ support _ service _ repair net _ 120522

Welcome to Samsung Care Center:

/app-cares