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Phone & Device Support Articles

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See if your phone will work on the Sprint Network.  Check eligible phone below.
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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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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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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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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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 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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On the new powerful Galaxy Note 9, the S-pen is now Bluetooth enabled which allows you to remotely control different applications on the device. You have the option to single press or double press the S Pen button to initialize different functions and you can also customize the functions by following the below steps:
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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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 Introduction: This document is intended to guide support of the GearVR with controller (Model SM-R325) for customers who have concerns related to compatibility with Galaxy Note9 devices.   Topic: Due to the increased size of the Galaxy Note9 device, a new Type C adapter is required for compatibility with the GearVR with controller (Model SM-R325). Existing owners of Model SM-R325 may contact Samsung at 1-800-Samsung to order a new adapter to use their Galaxy Note9 device with the existing GearVR with controller. Note: Please have purchase information, including the GearVR model number and serial number available before calling for assistance. The GearVR serial number and model number are located on the inside of the GearVR device as pictured below.   Setting Up the New Adapter:   FAQs Question: I have the GearVR with controller (Model SM-R325); is it compatible with my Galaxy Note9 device? Answer: Yes. Galaxy Note9 is compatible with your existing GearVR, but a new Type-C adapter is required due to the increased size of the Galaxy Note9 device. You can order a new adapter by contacting 1-800-Samsung. Question: I tried to use my Galaxy Note9 device in my GearVR (Model SM-R325) but it won’t work with my existing setup; what do I need to do? Answer: A new Type-C adapter is required to use Galaxy Note9 with existing GearVR (Model SM-R325) accessories.   Question: Is there a cost for the new adapter? Answer: No. Current GearVR (Model SM-R325) owners can obtain the new adapter at no cost by contacting 1-800-Samsung. Question: How long will it take to get my new adapter? Answer: Replacement adapters are sent via standard shipping options. Normal shipping times can vary but you can expect to receive the replacement adapter in 7 to 10 business days.   Question: Can I pick up the adapter at my local retail store? Answer: At this time the only way to secure the new Type C adapter is directly through 1-800-Samsung.          
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 Customers are not able to utilize Google Voice input while texting.
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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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Required service updates will prevent NEW users from subscribing to the hotspot from the on-device menu
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Required service updates will prevent NEW users from subscribing to the hotspot from the on-device menu
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Some users report the iris scanner fails to register new entries after installing software version G965USQU2ARE6.  A blank screen could be seen instead of the expected eye alignment screen during setup.
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Is your device stuck in safe mode? Here are a few helpful hints if it is.
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One important occurrence we can troubleshoot is related to Display/Touchscreen Troubleshooting.  By remembering a few important tips, we can be more successful in helping address the root cause associated with these interactions.
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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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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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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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The S9/S9+ features a concept change on proactive maintenance concerning microSD card failure. 
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