(M2) [The screen going freeze when downloading large file]

[Hardfingerboy]

Please tell us some basic information before asking for help:
Model Name: ZB631KL
Firmware Version: 16.2017.2007.094-20200705
Rooted or not: Not
Frequency of Occurrence: Frequently
APP Name & APP Version (If your issue relates to the app):
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My device oftenly hangs since I installed the last FOTA update. Especially when I'm downloading a file with a large size, the screen doesn't respond at all. I have tried cleaning the cache but this also did not solve the problem. is there any solution for this problem?

[Christine_ASUS]

Hi Hardfingerboy
Thank you for your asking. Kindly try some stay-at-home troubleshooting tips below:
1. Please try to enter "Safe Mode". If the function works well in Safe Mode yet the issue remains out of Safe Mode, please check on any disturbance from the installed 3rd party apps.
# How to enter and exit "Safe Mode"
https://www.asus.com/support/FAQ/1005163/
2. Also, please try "the Factory Reset" 
Settings>System>Advanced>Reset options>Erase all data(factory reset)
Please note that once the Factory Reset is completed, all data, apps, settings and personal information will be deleted.
3. Does the issue appear right after the system update? Does it also happen before?

[Hardfingerboy]

No, it didn't happen before I update the system to 094 version

[Christine_ASUS]

Hi Hardfingerboy
Thank you for your reply. Do the method 1 & 2 work? How big is the file, I can try it on my phone with the same firmware version.