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Phone & Device Support Library

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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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Description In our efforts to provide you with great service, we are continually updating and modifying the Sprint IT Network. As part of a network upgrade, this device will no longer have the ability to reach Sprint provisioning systems for activation or roaming updates starting July 20th, 2018.   Action: Activation activities and roaming updates are no longer possible. Devices that are already active will continue to work, but eventually may see service degradation in areas where roaming updates are required.   DO NOT perform any master resets or update profile requests on these devices on or after July 11th, 2018   These devices can no longer be activated.     
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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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 QUICK TIPS! Safe Mode   One of the more common root causes of problems like slow/sluggish behavior, random device restarts, freezing, unexpected errors and other unexpected impacts are caused by 3rd party applications.  Testing the device in safe mode can help isolate and eliminate 3rd party apps as the source of a customer's frustration.   For the S8 and above, Samsung has more user-friendly ways of booting the device into Safe mode:   1.  Press and hold the Power button until you receive the on-screen options. (Power off, Restart, and Emergency mode)   2. Press and hold the on-screen Power-off option until Safe mode appears.     3. Once Safe mode appears, select it and the device will reboot in Safe mode.   Note: You can also use Bixby to boot into Safe Mode as well by remember you must have a Samsung account active on the device before you can utilize Bixby.  Once you voice wake up Bixby, just state "Safe Mode" and it will bring up the above picture.    
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Description In our efforts to provide you with great service, we are continually updating and modifying the Sprint IT Network. As part of a network upgrade, this device will no longer have the ability to reach Sprint provisioning systems for activation or roaming updates starting July 20th, 2018.   Action: Activation activities and roaming updates are no longer possible. Devices that are already active will continue to work, but eventually may see service degradation in areas where roaming updates are required.   DO NOT perform any master resets or update profile requests on these devices on or after July 11th, 2018   These devices can no longer be activated.     
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In our efforts to provide you with great service, we are continually updating and modifying the Sprint IT Network. As part of a network upgrade, this device will no longer have the ability to reach Sprint provisioning systems for activation or roaming updates starting July 20th, 2018.
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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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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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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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