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Phone & Device Support Articles

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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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In rare cases, users may report devices are not charging and/or not powering on.  Standard triage does not resolve the failure.
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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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Symptoms  Visual Voicemail (VVM) is not properly customizing vibration notifications.  Users will get the visual and audible notification, but no vibration.   Diagnosis Precondition: Go to settings > General > Apps & Notifications > Notifications > Apps > Advanced settings Open voicemail and set up notification sound and select "sound with vibration" option   Expected: The device should get correct notification sound and should vibrate. Actual Result: Receive voicemail and observe no vibration.    Solution Please do not hard reset or exchange handsets for this behavior.   This will be addressed in a future Software Enhancement. 
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Symptoms  Some users may report a loss of notifications for new SMS or Voicemail.   Solution   Please be advised that updating to the latest released software version resolves the missing notifications.
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Symptoms  Some users are reporting inability to use Sprint network.  Solution   Please advise users that Sprint and Kyocera are actively investigating the root cause in order to find a permanent solution.  As a workaround, ask the user to perform the following steps:   Go to Settings > Others > Roaming Mode  Select “CDMA Only”  Turn phone off Turn phone back on Go to Settings > Others > Roaming Mode  Select “Home Only” Once 3G data is working go to Settings > Others > Roaming Mode Select "CDMA Only" to ensure the unit is able to roam as needed.
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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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Question  Why is my phone freezing, rebooting, draining my battery, and/or slow? Answer   Introduction One common root cause of concerns such as freezing, random restarts, battery drain, sluggish or random actions, unexpected errors, or other unexpected behaviors are 3 rd party apps.   Safe mode prevents 3 rd party apps from initializing, allowing devices to be tested without 3 rd party interference.   Step 1 – Unmount the Memory Card   Similar to 3 rd party apps, corrupt, damaged, or performance-impacting memory cards can cause freezing, random actions, etc. The first step in the Safe Mode Experience is to unmount the memory card and retest the device.   Remember: Samsung strongly recommends the customer use a class 10 or newer memory card for best results.   Step 2 – Retest in Safe Mode   Once the memory card has been eliminated as the root cause, using safe mode will help eliminate a 3 rd party app as the root cause. If the concern doesn’t persist in safe mode, the root cause is a 3 rd party app.   Tip: Safe mode doesn’t pinpoint which 3 rd party app is responsible. Test by removing any recently added or updated applications and retest.   Step 3– Reset All Settings   Once the memory card and 3 rd party apps have been eliminated as the root cause, reset all settings will be beneficial for testing prior to a factory data reset.   Tip: Resetting all settings and/or resetting network settings may delete saved Wi-Fi connections, Bluetooth pairings, etc.
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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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Some users are seeing Android is starting: "Optimizing app 1 of 1" or "Optimizing app X of X" continually for 10-15 minutes after a power cycle.
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Question  Once I updated to Oreo on my Note 8, why do I have abnormal tint colors from the handset display? Answer  Install and/or open the Google Play Books application. Tap on any previously downloaded ebook or select Shop and download any FREE SAMPLE shown under Start a Free Preview.                                 Once ebook launches, tap Aa in the upper right-hand portion of the screen      Click the settings wheel icon in the upper right Tap the word SETTINGS next to 'Night Light'                     Turn Night Light to Off                      
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The Partition Cache Wipe is a bit like deleting the cache and cookies on a PC or laptop.  Cache files are tiny bits of information that can help some apps load a more quickly.  Like clearing your cache and cookies on a computer, deleting these files doesn't hurt anything and you won't lose any personal information by doing so.   Corrupt cache files can keep internet websites or apps on your phone from loading, they can cause your device to slow down or feel a bit warmer than normal.  Clearing them may fix these issues.  Many Android sites also suggest performing a partition cache wipe after a system update.   Please follow the troubleshooting steps below: Turn off the device. Press and hold the Volume Up key, Home key, and Power key at the same time. When the phone powers on, the Android System Recovery screen appears approx. 30 seconds later. Release all of the keys. Press the Volume down key to highlight "wipe cache partition." Press the Power key to select. Press the Volume down key to highlight “yes” and press the Power key to select. When the wipe cache partition is complete, “Reboot system now” is highlighted. Press the Power key to restart the device.   This works a bit differently on the Galaxy S8:  instead of the Home button, you'll hold down the Bixby button, Volume Up and Power buttons at the same time.  The rest of the process is the same.
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   What is Rich Communications Suite (RCS) Rich Communications are a set of features that make Text/SMS messages behave and look a bit more like instant message or real time chat.  You can request read confirmations, see when another person is typing, etc.     How do I set up Enhanced Messaging? If you have a Samsung S8 or S8+, or Note 8, RCS may be waiting to install on your device.     You'll be notified that Rich Communications Suite is ready to be installed when you see an icon in the status bar at the top of your phone.     If you are not notified that RCS is ready to be installed you may be able to trigger the installation by opening your messaging app, clicking on the 3 button menu at the top right corner.  Click Settings: Chat Settings: Toggle Enhanced Features on.   Click on the notification to accept the installation.  You'll be taken to the setup screen.  Click "Start" to install the features.   When installation is complete, you'll see a confirmation message flicker on the screen and receive a confirmation text.  There is no further action necessary from you.  RCS is installed and ready to be enabled.         How can I tell if Rich Communication Suite is Enabled on my phone? Open the Messages app. Click on the three dots in the top right corner. Go to "Settings". Go to "Chat Settings". Check the toggle for "Rich Communication settings".                         How can I tell if my messages are using RCS features instead of MMS/SMS? The composition window should say "Enter Chat message" the "send" button should be green when using RCS.  This window will say "Enter Message" and the "send" button would be orange with MMS/SMS.  (similar to the blue/green on iOS for iMessage/SMS)   I installed and enabled RCS. Who do I still see "enter message" and an orange "Send" button when I am messaging certain people? Both parties must have RCS or Enhanced Messaging capable devices with the feature enabled in order for all the features to work.  If your messages window shows the SMS options ('Enter Message' and an orange "Send" button, it's likely that the other person doesn't have RCS enabled on their phone.
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Symptoms The phone or tablet may be unable to make or receive calls, access data, send or receive text messages. May occur immediately after activation but may also happen after the device has worked appropriately for some time.   May included error code messages 6, 34, 67 Diagnosis  Sprint service may not be correctly set up on your device.  Refreshing network settings on the device may resolve the issue. Solution  From the phone dial pad, type ##72786# Accept warning that provisioning will be reset. Allow device to restart Allow device to go through hands-free activation If the device is still unable to make or receive calls, send/receive text messages or access data, please create a thread for assistance.   For more information see: How do I activate a new phone?
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Question I just found a pop-up message on my phone saying that it was 'unlocked for UICC support' or something. I looked up the message on Google and people are saying that it can indicate a scam.   What does this message mean?  Am I being hacked?     Answer   You're not being scammed or hacked. The UICC is what we used to call a SIM card.  It helps identify your phone to the network.   You received this message because you paid off the phone and fulfilled your agreement with Sprint.  As a result, Sprint has 'unlocked' your phone (also known as Domestic SIM Unlock or DSU) and has sent you a message to confirm.   Sprint will automatically unlock active devices made after January, 2015 when the purchase agreement is fulfilled, contracts are complete, and all requirements for Unlocking have been met. Once a phone is unlocked, it may be used on some other carriers, even foreign carriers, if that network is compatible with the your phone's build.   If you have completed your agreement and have not received the UICC unlock message, you may need to contact Care for assistance.  Please see our Domestic SIM Unlock FAQ at the bottom of this article to ensure you meet all of the requirements before contacting Care.   For more information, take a look at our Unlocking FAQ page.    
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Symptoms  Sprint Branded Voicemail App is missing from application drawer and home screen of an Android phone Diagnosis  Sprint branded software may not be properly loaded on the phone Solution  From the phone dial pad type: ##BRAND# ( ##27263#)  confirm the action and allow the phone to restart.     This process will trigger the re-installation of any Sprint branded apps to your device.  As a result, some of the Sprint apps that you have chosen to uninstall previously will need to be uninstalled again.
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