STEP 1 Touch Phone Troubleshooting: Learn to troubleshoot

Last Update date : 2011.11.25

This guide offers step-by-step troubleshooting advice for solving problems or issues about our Samsung product. Please understand that not all issues associated with your Samsung product require service. This troubleshooting guide is designed to help you fix common problems with your product. To begin the troubleshooting process, click on a general topic below that most closely relates to your problem.
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If your handset support software upgrade at home, update software periodically for better use.

 

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The format of the MP3  file is unsupported by the device.

The file may be damaged.

Try playing the same MP3 file in other devices.

    Caution : Some MP3 files with high sampling rate that are unsupported by the device (MP3 codec chip feature).

 

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Mobile phones carry many functions and sometimes they cause a temporary software error.

If you operate the device  for a long duration without turning it off, temporary software error may occur. Useless information may pile up within the device memory to cause avoidable operations.

 

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If your handset support software upgrade at home, update software periodically for better use.

 

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Speaker is working properly.

It may be due to a temporary software error.

To remove temporary software error Samsung recommends that user perform the power cycle (turn off and on handset).

 

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If you can hear loud phone sound, adjust the volume level and check if volume varies as per different levels.

Volume ranges from level 1 to 7.

Level 1 is the minimum sound and 7 is the maximum sound level.

Check the sound for each level to verify that there is no defect on speaker .

 

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If your handset support software upgrade at home, please update software periodically for better use.

 

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Mobile phones carry many functions and sometimes they cause a temporary software error.

If you operate the device  for a long duration without turning it off, temporary software error may occur. Useless information may pile up within the device memory to cause avoidable operations.

 

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If your device support software upgrade at home, update software periodically for better use.

 

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Mobile phones carry many functions and sometimes they cause a temporary software error.

If you operate the device for a long duration without turning it off, temporary software error may occur. Useless information may pile up within the device memory to cause avoidable operations.

 

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    Resistive type

Pressure changes the panel resistance and recognized.

    Feature

    1. Need the pressure between  10~50 gf (gram force).

    2. Use any pressure tools  (Finger, Pen.. ets.).

    3. Unresponsive to un-pressed contact.

 

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    Resistive type

Pressure changes the panel resistance and recognized.

    Feature

    1. Need the pressure between  10~50 gf (gram force).

    2. Can use any pressure tools  (Finger, Pen.. ets.).

    3. Do not response to un-pressed contact.

 

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Adjust the volume at the level of your comfort.

The device operates without any sound issues.

 

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Mobile phones carry many functions and sometimes they cause a temporary software error.

If you operate the device  for a long duration without turning it off, temporary software error may occur. Useless information may pile up within the device memory to cause avoidable operations.

 

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If your device support software upgrade at home, update software periodically for best use.

 

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Serious scratches or dent on the touch screen may cause a damage to sensing material lying underneath the screen.

The sensing material  under the screen may be damaged.

Replace the screen to the new touch screen by contacting Samsung Service Center.

There are two types of the touch screen operating method that are used commonly.

1.  Resistive type

    Operated by pressure.

    Press the screen by pressure  to operate.

2.  Capacitive type

    Operated by human capacitance.

    Must cover desired point by finger.

     

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Serious scratches or dent on the touch screen may cause a damage to sensing material lying underneath the screen.

Replace the screen to the new touch screen by contacting Samsung Service Center.

There are two types of the touch screen operating method that are used commonly.

1. Resistive type

    Operated by pressure.

    Press the screen by pressure  to operate.

2. Capacitive type

    Operated by human capacitance.

    Must cover desired point by finger.

     

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Mobile phones carry many functions and sometimes they cause a temporary software error.

If you operate the device  for a long duration without turning it off, temporary software error may occur. Useless information may pile up within the device memory to cause avoidable operations.

 

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Mobile phones carry many functions and sometimes they cause a temporary software error.

If you operate the device for a long duration without turning it off,  temporary software error may occur. Useless information may pile up within the device memory to cause  avoidable operations.

 

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More about Capacitive Touch Screen Operations.

Capacitive touch screen has two conditions for proper operation.

    1. Touched by conductive matters only (like fingers) → Non-conductive materials are not recognized for the touch screen. That is capacitive touch screen’s peculiar feature. (Non-conductive material : pencil, nail, plastic, leather gloves Etc..)

    2. For best result, area of contact should be larger than 6x6mm.

    Caution

    1. Wet finger can reduce sensitivity → Because water make thin layer between the screen and the finger, touch screen may not work properly.

    2. It is possible to operate a function accidently by placing a conductive material near the device.

     

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More about Capacitive Touch Screen Operations.

Capacitive touch screen has two conditions for proper operation.

    1. Touched by conductive matters only (like fingers) → Non-conductive materials are not recognized for the touch screen. That is capacitive touch screen’s peculiar feature. (Non-conductive material : pencil, nail, plastic, leather gloves Etc..)

    2. For best result, area of contact should be larger than 6x6mm.

    Caution

    1. Wet finger can reduce sensitivity. → Because water make thin layer between the screen and the finger, touch screen may not work properly.

    2. It is possible to operate a function accidently by placing a conductive material near the device.

 

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If your handset support software upgrade at home, update software periodically for better use.

 

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Protective cover may be too thick or hard to use on the touch screen.

Because the protective cover decreases the degree of sensitivity of the touch screen, Samsung recommends not to use protective cover on your device for proper operation of the device.

However, if you wish to use protective cover, use thin and soft cover.

 

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When a user touches a specific point on the screen to operate a function, the handset responds as if it was touched at a different point

Do you use protective cover on touch screen?

 

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Remove protective cover and check the operation of the touch function.

Use of protective cover may reduce the sensitivity of the touch screen.

 

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Internal damage may be the cause of the problem.

Your device may be damaged internally.

Contact Samsung Service Center for further assistance.

 

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It may be due to a temporary software error.

To remove temporary software error Samsung recommends that user perform a power cycle (turn off and on device).

 

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The problem may be caused by a temporary software error. To remove temporary software error Samsung recommends that user perform the power cycle (turn off and on the device).

 

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The software may be defected.

Samsung recommends software upgrade for your device.

Some models support  software upgrade at home by using PC application like PC studio (NPS).

You can find out whether your device support software upgrade at home or not from Samsung.com or Samsungmobile.com.

If your device does not support  software upgrade at home, contact Samsung Service Center and  ask how to upgrade the software.

 

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Internal parts of your device may be damaged.

Contact Samsung Service Center for further assistance.

 

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Internal parts of your device may be damaged.

Contact Samsung Service Center for further assistance.

 

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Internal parts of your device may be damaged.

Contact Samsung Service Center for further assistance.

 

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The software may be defected.

Samsung recommends software upgrade for your device.

Some models support software upgrade at home by using PC application like PC studio (NPS).

You can find out whether your device support software upgrade at home or not from Samsung.com or Samsungmobile.com.

If your device does not support software upgrade at home, contact Samsung Service Center and ask how to upgrade the software.

 

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Internal parts of your device may be damaged.

Contact Samsung Service Center for further assistance.

 

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The software may be defected.

Samsung recommends software upgrade for your device.

Some models support  software upgrade at home by using PC application like PC studio (NPS).

You can find out whether your device support software upgrade at home or not from Samsung.com or Samsungmobile.com.

If your device does not support  software upgrade at home, contact Samsung Service Center and  ask how to upgrade the software.

 

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    Capacitive type

A contact(touch) results change in capacitance.

    Feature

    1. Need no pressure.

    2. Recognize only Capacitive material.

    3. Recognize incorrectly by other metallic material.

    4. Contact with an electric conductor (lager then 6mmⅹ6mm).

     

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    Capacitive type

A contact(touch) results change in capacitance.

    Feature

    1. Need no pressure.

    2. Recognize only Capacitive material

    3. Recognize incorrectly by other metallic material.

    4. Contact with an electric conductor (lager then 6mmⅹ6mm).

     

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Check for any damages on the touch screen.

If you are not using the protective cover, check for any physical damages on the touch screen.

Check for any damages on the physical appearance, and any damages on the touch screen, such as a dent, scratch and crack.

 

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Problems with phone sounds, such as key tone and power -on/off sound.

Adjust volume key pad

Press the volume button on the left hand side of the device and volume key pad appears on the screen.

Increase the volume to Maximum level.

     

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The sound issues may be due to a temporary software error.

To remove temporary software error Samsung recommends power cycle (turn off and on handset).

 

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The software may be defected.

Samsung recommends software upgrade for your device.

Some models support  software upgrade at home by using PC application like PC studio (NPS).

You can find out whether your device support software upgrade at home or not from Samsung.com or Samsungmobile.com.

If your device does not support  software upgrade at home, contact Samsung Service Center and  ask how to upgrade the software.

 

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Check the type of touch screen on your device by trying either of the two method from below.

    Resistive type touch screen recognizes pressure by the fingernails or stylus pen.

    Capacitive type touch screen only recognizes pressure/touch by fingers.

1. Hence,  firstly, press lightly with your fingernail or stylus pen on the application icon.

    (If the fingernails nor stylus pen are not recognized by the touch screen)

2. Press gently with your finger, covering the application icon area that is larger than 6mx6m.

 

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Check the type of touch screen on your device by trying either of the two method from below.

    Resistive type touch screen recognizes pressure by the fingernails or stylus pen.

    Capacitive type touch screen only recognizes pressure/touch by fingers.

1. Hence,  firstly, press lightly with your fingernail or stylus pen on the application icon.

    (If the fingernails nor stylus pen are not recognized by the touch screen)

2. Press gently with your finger, covering the application icon area that is larger than 6mx6m.

 

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Internal parts of your device may be damaged.

Contact Samsung Service Center for further assistance.

 

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There may be a physical damage on the touch screen.

Check for any physical damages on the touch screen, such as dent, bleeding and cracked LCD.

 

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Software may be defected.

Samsung recommends a software upgrade for your device.

Some models support  software upgrade at home by using PC application like PC studio(NPS).

You can find out whether your handset supports software upgrade at home or not from Samsung.com or Samsungmobile.com.

If your device does not support  software upgrade at home, contact Samsung Service Center and ask how to upgrade the software.

 

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Software may be defected.

Samsung recommends a software upgrade for your device.

Some models support  software upgrade at home by using PC application like PC studio(NPS).

You can find out whether your handset supports software upgrade at home or not from Samsung.com or Samsungmobile.com.

If your device does not support  software upgrade at home, contact Samsung Service Center and  ask how to upgrade the software.

 

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The problem may be caused by a temporary software error.

To remove temporary software error Samsung  recommends that user perform the power cycle (turn off and on handset).

 

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The problem may be caused by a temporary software error.

To remove temporary software error Samsung  recommends that user perform the power cycle (turn off and on handset).

 

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Your device may be damaged internally.

Contact Samsung Service Center for further assistance.

 

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Try playing the Music player from the device to verify if the problem is due to the speaker.

     

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Check for the file error by playing the MP3 ringtone.

Play a MP3 ringtone to verify if the other MP3 files are audible in the device.

    To play MP3 ringtone

      1. Go to ‘Menu’ and ‘Settings’.

      2. Select ‘Phone profiles’ and ‘Normal’.

      3. Select  ‘Voice call ringtone’.

      4. Play MP3 ringtone.

     

     

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