My name is***** am sorry to hear that you are having this issue.
I will be glad to assist you with this.
What is the brand/model please?
Okay, thank you.
Give me a moment to check on this for you.
This sounds like you will need to reset the S4.
Follow the steps below:
* Please backup your data before Factory Reset using Kies on your computer. App data is not backed up automatically.
1. From the Home screen touch Apps.2. Touch Settings.3. Touch the Accounts tab.
4. Touch Back up and reset5. Touch Factory data reset6. Touch Reset phone.7. Touch Erase everything.
Were you able to get it backed up and reset?
okay, thank you. Click on the blue link below and allow the remote session to download then click on the elsinore remote session download and allow the program to run please>