Samsung reveals cause of major glitch that wiped photos and contacts from phones

Samsung has revealed why some of its smartphones became locked during a software update earlier this month, showing only the company logo on screens and leaving owners fearing their data had been wiped.

The Australian arm of the company has said it will release a revised software update within weeks after a “small number” of customers “primarily in South Australia” were affected.

“Following the release and installation of Android 13 update to Samsung devices that had been on Android 11, a small number of phones were locked in ‘boot mode’,” the company said.

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A spokesperson said the glitch only impacted phones that used Android 11 and had a third-party application installed.

It’s understood the application in question is primarily used in South Australia.

7NEWS.com.au asked Samsung for clarification on the exact third-party application but is yet to receive a response.

Adelaide tech consultant Richard Pascoe said it appeared as though Samsung had not properly tested its update before rolling it out to customers - and before it was found to be incompatible with the third-party app.

“If an app interfered with an update, there’s something wrong with the update which means they didn’t test it before they sent it out,” he said.

Now there is good news for impacted customers.

“A revised firmware update that will not experience this issue has been developed and will start being rolled out to customers over the coming weeks,“ the spokesperson said.

The company said those affected by the glitch could visit a Samsung service centre or call the company hotline for an assessment.

Some customers who previously sought tech support were told their only option was a full factory reset, with some reporting being charged $40 to $80 - even by approved Samsung repairers - to fix phones outside the warranty period.

Samsung confirmed customers would not be charged or would be refunded, for any repair work related to the update.