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Phones & Devices

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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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Please read our tips and things to keep in mind when requesting a Domestic SIM Unlock (DSU)
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How to disable Android Oreo’s persistent ‘using battery’ notification
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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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