Phone & Device Support Library

Is your device stuck in safe mode? Here are a few helpful hints if it is.

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                      

Required service updates will prevent NEW users from subscribing to the hotspot from the on-device menu

Symptoms   When sending a text message (SMS) to one particular contact, a user may receive the message: "Can't send message with CARD 1, error 107". Typically, this only happens with one contact, users can text and receive texts from any other number.   Diagnosis  The contact information on your device and/or Google account can become corrupted, causing an error when you attempt to send an SMS.   Solution Delete the contact from your device/Google account, including address book, call and text history as well as any voicemails from that number on your device Restart your phone Add the Contact back in to your address book and test again You can attempt to text the phone number before you add back the contact, as well If the error continues, please let us know.  

The S9/S9+ features a concept change on proactive maintenance concerning microSD card failure. 

 The 2018 11-inch iPad Pro and 12.9-inch iPad Pro (3 rd  Gen) are LTE only devices (no 3G/2G). When activated with cellular data plans, these devices will only work over cellular in markets/locations with LTE coverage. 

There are a number of features/services which are incompatible with the Apple Watch Series 3 (GPS + Cellular).  If you wish to activate the Apple Watch with cellular service, you must disable them from the paired iPhone. HD Voice Selective Call Blocking by specific numbers from the Preferences page of Sprint.com Short codes starting with * or # RingBack Tones StarStar Me Google Voice with your existing Sprint number TTY (Teletypewriter) Service If you have disabled all of these features and are still unable to activate your Apple Watch Series 3, please create a post in the iPhone forum and an agent will assist you.

In some cases, users may report the Sprint Drive is  not always  reading the VIN (Vehicle Identification Number) when plugged into a vehicle.  Additionally, there are some vehicles where the VIN is  never  read properly.

When viewing the Sprint Drive software version from the application menu, some users are still seeing the launch version (HSA-15US_81_LA301_R5.18B) listed even after a software update has been received.

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.     

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.    

Customers who upgraded to the iOS 12.1.1 Beta might notice that after their device completes the software update they won't attach back to LTE service and remain on 3G

Symptoms  Some XP5s users may experience a recurring error popup stating "SSWLauncher has stopped" or "SSWLauncher keeps stopping".   Upon initial startup, a red "Sonim Built for Life" screen will give the option to "Skip" or "Start Provisioning". If "Skip" is selected instead of "Start Provisioning" the "SSWLauncher has stopped" error will occur.   This will be corrected in an upcoming MR. Solution  When setting up the XP5s for the first time select "Start Provisioning".   If a device is already presenting the error is encountered, perform a factory data reset via the recovery menu to resolve the issue.   Please note, performing a factory data reset will remove all user data from the device.   To perform a factory reset: Power the device off, remove and reinsert the battery if necessary. Press and hold both the power button and the volume up button until a screen stating "No Command" appears. Hold the power button and quickly press and release the volume up key to access the Android Recovery screen. Scroll down to "Wipe data/factory reset" using the arrow keys on the dial pad. Press the power button to select "Wipe data/factory reset".  The next screen will ask to confirm the factory data reset. Using the volume buttons, scroll to "Yes" and press the power button to confirm.  This will return the device to factory defaults. After the factory data reset is complete, using the volume buttons, scroll to "Reboot system now" and press the power button to confirm the reboot. After reboot select "Start Provisioning" on the red "Sonim Built for Life" page to begin device activation.

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.

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.

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.

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:

If changes or degradation in voice call quality after updating to iOS 12.1.1, you may need to change a Cellular Setting.   This change will only need to be made if the following conditions are met:   Have updated iPhone to software version 12.1.1 or above                 o   Confirm under   Settings > General > About > Version   Has or had Wi-Fi Calling enabled                o   Confirm under   Settings > Cellular > Wi-Fi Calling   – If the user has it turned off, but has enabled the service previously, then flipping the toggle back on will display an “Enable Wi-Fi Calling? > Enable” pop-up with no further actions required.   Enable LTE   menu is set to   Voice & Data               o   Confirm under   Settings > Cellular > Cellular Data Options > Enable LTE > Voice & Data   If you do not meet any of these conditions, continue with normal troubleshooting.

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.

 Some users may observe their device continuously cycling between LTE and no service as observed by a signal bar with an "X" symbol.  The device will likely be unable to complete calls or access data.