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Device Solutions

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See if your phone will work on the Sprint Network.  Check eligible phone below.
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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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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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Symptoms     Diagnosis  Some users are reporting "Unable to install all contents 1 code: 400" appear repeatedly. Solution The root cause is actively under investigation and devices should not be replaced based on this behavior. Follow these steps to resolve:   Ensure handset is on Sprint mobile data (not Wi-Fi) Open phone dialer and enter ##BRAND# and select YES.  This will resend the ID payload to the handset without removing any personal data.  If the handset is in weak Sprint coverage or if the error returns, please to move to a location in good Sprint network coverage and try again. If ##BRAND# does not resolve the behavior and error 400 continues to appear, perform a full factory data reset.  Settings > General management > Reset > Factory Data Reset    This communication will be updated as root cause is identified.
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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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The S-Pen of the Galaxy Note9 device is a Bluetooth powered accessory. If a customer purchases a new S-Pen or replaces the existing S-Pen for any reason, the new S-Pen will need to be paired before use with the device.
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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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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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Symptoms   After installing the last software release, ARF2, some users report experiencing com.android.phone has stopped errors randomly and repeatedly.  No triage seems to permanently resolve.   Solution   Sprint and Samsung have identified the root cause and will address the issue in the next maintenance release.    The behavior is due to the way Samsung's messaging application handles long, multi-segment incoming messages.   Temporary relief from the error may be found by power cycling the handset, but until the maintenance release launches the issue could reoccur.   
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 In some instances, users may notice their roaming service experience is not as good as other Sprint customers.   Additionally, users may report inability to recover service after performing a ##SCRTN# or a ##RTN# even after finishing normal triage steps.   These could both be related to the SIM in the handset not being able to connect to the server which allows for proper updates.
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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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This document is intended to guide customers in understanding a concept change introduced with Android version 8.x (Oreo, O) which changes the ability to set custom notification tones on Samsung.    
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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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Symptoms  Mobile Hotspot subscribers are unable to use the service immediately after installing the latest SW version BRH5.  An error pop-up suggesting the service is not subscribed will be presented.                   Solution   This behavior will be permanently addressed in an upcoming software release.  Please do not hard reset or attempt to replace the device for this issue.  No account modifications necessary to resolve:   Users impacted need to connect to the Sprint Network and complete a ##SCRTN# (##72786#).  This does not remove any personal data from the device.                 The device will power cycle and reconnect to the system and now allow the Mobile Hotspot service to function properly.
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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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Headsets are not connecting or staying attached to LTE after installing software version DTC9.
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This document is intended to educate our customer regarding the use of Automatic Call Recorder (ACR) application on Galaxy S9/S9+ devices.
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The S9/S9+ features a concept change on proactive maintenance concerning microSD card failure. 
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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 seeing the error "Voice Input Unavailable" when trying to use voice-to-text over LTE.
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