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Device Solutions

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Customers may report their device will not register/work on VoLTE.  Others may state there is no VoLTE icon in the Status bar.  As 5G is only available when VoLTE is working, users may also report this as a loss of 5G.
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Users may report their Sprint Samsung device goes into No Service and does not self-recover.
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After installing software version ETH7, some users may notice branded applications are not properly installed or that Mobile Installer has crashed.
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Some Sprint users may report their Samsung handset is randomly unable to attach to LTE data or is stuck on 3G data in areas of good coverage.
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Some users with Unlocked International and Domestic devices are reporting their handsets repeatedly show update errors.  Behaviors may involve:   OMADM-The profile update could not be completed Error-The profile update could not be completed.  Please try again later.  If the problem persists, you may need to contact Customer Service.  Error: Internal Error (407)
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See if your phone will work on the Sprint Network.  Check eligible phone below.
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In some areas where 5G coverage is weak, you may notice very low to no throughput making the device unusable.
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In rare cases, users that installed version ETF3 may be unable to enter their security screen lock credentials immediately after power-up.  The display appears to be zoomed out abnormally.
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In some areas where 5G coverage is weak, one may notice very low to no throughput making the device unusable
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Network updates and enhancements are constantly happening to improve the customer experience. This process may lead to a double display of Sprint operator name appearing on the lock or idle screens: Sprint | SPRINT
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Headsets are not connecting or staying attached to LTE after installing software version DTC9.
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When used as a standalone subscription, certain messaging functions are not supported as they would be if the watch were paired with a primary device.
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In our efforts to provide great service, we are continually updating and modifying the Sprint IT Network. As part of a device network update, the below models will no longer have the ability to reach Sprint provisioning systems for activation or roaming updates starting April 30, 2019.
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Sprint and Samsung are receiving a small number of reports about unexpected roaming, data loss, or voice issues on the Galaxy S10 models.  Active investigations are ongoing to validate and address any concerns.
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We are aware that some Galaxy S10 users may experience issues when using the Wireless PowerShare feature to charge their Galaxy Watch, Galaxy Watch Active or compatible wearable devices.  We are working to address via an upcoming maintenance release.   This article is intended to guide customers who are reporting Wireless PowerShare interruptions on their Galaxy S10 series device. Symptoms Customer may experience interruption while charging their Galaxy Watch, Galaxy Watch Active or compatible device when using Wireless PowerShare on the Galaxy S10, Galaxy S10e or Galaxy S10+ device.   This may occur when the GS10 series device is charging the impacted wearable model after a period of ~8 minutes.   Impacted Galaxy Watch models include: Galaxy Watch Galaxy Watch Active Gear Sport Gear S3       Solution This charging interruption behavior will be correction will be corrected with an upcoming software maintenance release.  This behavior is limited to the devices listed above and should not impact other device models, such as Galaxy Buds, which are Qi compatible.   Note:  Samsung recommends always keeping mobile devices on the most up to date version of the software for optimal device performance.   Ensure that Wireless PowerShare has been enabled via the Quick Settings menu It is recommended to utilize Wireless PowerShare when the GS10 series device is not plugged in or charging.
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 Some users who attempt to activate their Galaxy Watch might see an error similar to   "Mobile service can't be setup from this phone. For more information contact your service provider."       Normal troubleshooting does not resolve the error
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Symptoms  Some users who attempt to activate their Galaxy Watch might see an error similar to "Mobile service can't be setup from this phone. For more information contact your service provider."     Normal troubleshooting does not resolve the error.     Solution This is unique to Galaxy Watch models on software version RH1.  Please advise customers that Sprint and Samsung have a fix expected to be in an upcoming software release.  Impacted users should be directed to call Samsung for resolution @ 1-800-SAMSUNG.
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Users of the Sprint Visual Voicemail (VVM) application are reporting that voicemails left for them are not always being delivered to the phone.   Please be advised this has been root caused to a bug within the VVM application.  If the VVM application is not open or running in the background (if the application is closed), then voicemails are not being delivered as expected.
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 Users may report seeing the error "Voice Input Unavailable" when trying to use voice-to-text over LTE.
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Symptoms  Some Note 9 users report their navigation keys (like the Recent and Back buttons) have stopped working.     Solution  Please do not attempt to have your device replaced or perform any data wipes for this behavior.  This is due to a recent update to Samsung Pay Application (version 3.0.0) and a permanent fix is expected to be available soon.  This behavior may be seen whether Samsung Pay has been set up or not.   A temporary resolution is to swipe away the Samsung Pay hint overlay three times, then disable the favorites card option within Samsung Pay to bring back functionality.   Dismiss the Samsung Pay hint overlay by swiping the image up three times. Open Samsung Pay Touch More Options > Settings Touch Use Favorite Cards Toggle each of the three sliders to turn off the Lock *Note: This will prevent users from being able to swipe up from the bottom of the screen to open their favorite card.   Need assistance? Go to the Samsung Galaxy S series board
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