Thank you for your post.
Can you kindly check the following settings on your Samsung devices please:
Hope it helps and feel free to contact us if there is anything we may assist further with.
Thank you for your message.
Our dedicated department is aware of this issue.
We are working on a fix and will provide an update as soon as possible.
We will inform you here, in this thread, when the fix will be available.
Hi, I have a Samsung Galaxy 9 and I think I have the same issue. My phone cannot be woken up by touching the screen. I have to press the power button or use the fingerprint button. So I can connect to the phone but all I see is the sleep screen and I can't wake it up. Only once I physically wake up the phone can I remote control. Obviously, this isn't going to be much help if I do have physical possession of the phone.
Is this an issue related to my Samsung having security measures (fingerprint, eye/face, password)? I notice I have no such problem with my mom's Honor 7 which isn't secured. Nor with my Nokia 6.1 but this phone does have a passcode.