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thank you very much for your question. My name is***** and I will try to help you as quick possible.
Can you please let me know if you get any kind of error message when trying to turn it it off? Is this the first time this problem happens?
Thanks for your patience and best regards,
since I haven´t heard back from you in a while, I will open your question for other experts. Thank you.
Thank you very much and best regards,
Hi there and welcome
To turn it off, hold the power button and volume down and this will turn it off.
Let me know the results please