STEP 1 Mobile Phone Troubleshooting: Learn to troubleshoot

Last Update date : 2017.03.10

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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Use fully charged battery.

     

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

 

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

 

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

 

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Requires charging the battery.

Charge your battery when it is low, to use camera function with stability.

Charge the battery until “Battery fully charged…” message is displayed.

 Example  image of fully charged message

 

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If your device supports software upgrade at home. Update software periodically for better use.

 

Call drops or mute during a phone call occur in weak signal areas, and these may occur when network is unstable and frequently altered between 3G and 2G in communication.

The handset receives incoming and makes outgoing calls with any number of antenna bars. However, for stable and good quality of voice, more than 2 antenna bars are recommended.

If  you continuously experience similar problem in a certain area, the network coverage may be insufficient in the area.

Contact your network service provider for more information about network coverage.

 

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Before entering camera function, you need to check the battery level on LCD display.

Most of Samsung mobile phone display battery level on upper side of screen.

If you see just empty or one bar on battery level, you cannot enter camera mode. Operation of camera function requires sufficient amount of power, so if you use camera function for a long time, the battery level drops fast causing intermittent power down.

To  prevent the power down, Samsung apply two kind of warning functions.

    1. When user try to enter camera mode, and the battery is low, ‘low battery’ message displays. Disallow user from entering the camera mode.

    2. When battery is drops to low level, while using the camera function, camera mode is closed automatically and display ‘low battery’ message.

 

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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 period 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 period 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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Adjust the call volume at the level of your comfort.

 

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Since your device  charge properly with new battery, your old battery is the cause of the problem.

Replace the old battery with the new battery.

Check the warranty period of the battery.

Within the warranty period, the battery is replaced for free from your mobile phone dealer.

Exceed the warranty period, you need to purchase new battery.

 

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If the battery contact pin is disfigured, the battery and the battery pad may be dislocated.

Dislocation of the battery and the battery pad may causes the charging problem as the connection is not proper.

Contact Samsung Service Center for further assistance.

 

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If the battery contact pin is disfigured, the battery and the battery pad may be dislocated.

Dislocation of the battery and the battery pad may causes the charging problem as the connection is not proper.

Contact Samsung Service Center for further assistance.

 

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If the battery contact pin is disfigured, the battery and the battery pad may be dislocated .

Dislocation of the battery and the battery pad may causes the charging problem as the connection is not proper.

Contact Samsung Service Center for further assistance.

 

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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 supports 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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Call drops or mute during a phone call occur in weak signal areas, and these may occur when network is unstable and frequently altered between 3G and 2G in communication.

The handset receives incoming and makes outgoing calls with any number of antenna bars. However, for stable and good quality of voice, more than 2 antenna bars are recommended.

If you continuously experience similar problem in a certain area, the network coverage may be insufficient in the area.

Contact your network service provider for more information about network coverage.

 

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

 

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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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Check if the correct USB is used for connection.

For USB1.1, you can use data cable for both USB1.1. and USB 2.0.

For USB 2.0, you must use data cable that supports USB2.0.

It is not supported by the data cable for USB1.1, and may cause serious damage.

 

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Make some free memory space by either deleting some of the files or transfer of the files to other storage units.

How to delete

    1. Go to ‘Menu’.

    2. Go to ‘My files’.

    3. Select file/s to delete.

    4. Click ‘Option’.

    5. Click ‘Delete’ to erase the files.

How to back up

    It is easier to back up by mass storage mode.

How to set Mass Storage mode

    1. Go to ‘Menu’.

    2. Go to ‘Settings’.

    3. Select ‘PC connections’.

    4. Select ‘Mass storage’.

      After setting Mass storage mode , connect handset and PC.

    5. On PC, transfer files from the device to PC or other storage unit.

     

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Call drops or mute during a phone call occur in weak signal areas, and these may occur when network is unstable and frequently altered between 3G and 2G in communication.

The handset receives incoming and makes outgoing calls with any number of antenna bars. However, for stable and good quality of voice, more than 2 antenna bars are recommended.

If you continuously experience similar problem in a certain area, the network coverage may be insufficient in the area.

Contact your network service provider for more information about network coverage.

 

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Contact Samsung Mobile Service Center for diagnosis and repair.

 

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Contact Samsung Service Center for diagnosis and repair.

 

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Software may be defected.

Samsung recommend 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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Since your device operates properly with new battery, your old battery is the cause of the problem.

Replace the old battery with the new battery.

Check the warranty period of the battery.

Within the warranty period, the battery may be replaced for free from your mobile phone dealer.

Exceed the warranty period, you need to purchase new battery.

 

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Bluetooth may not connect properly with the other devices.

To use Bluetooth function, you must disconnect PCs and other devices.

Bluetooth function and PC application(like New PC Studio, PC Studio etc) are not supported simultaneously.

This is because it is unable to access Bluetooth application while PC application (PC Studio) is under progress.

Try again when your mobile phone is disconnected with your PC.

 

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The data cable is the problem.

Requires new data cable.

 

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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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If other people’s device display similar signal strength, the region is weak network coverage area, or under temporary network error.

The handset receives incoming and makes outgoing calls with any number of antenna bars. However, for stable and good quality of voice, more than 2 antenna bars are recommended.

If  you continuously experience similar problem in a certain area, the network coverage may be insufficient in the area.

Contact your network service provider for more information about network coverage.

 

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Since your device turns power on with new battery, your old battery is the cause of the problem.

Replace the old battery with the new battery.

Check the warranty period of the battery.

Within the warranty period, the battery may be replaced for free from your mobile phone dealer.

If the warranty period has expired, you need to purchase new battery.

 

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Check the connection of other USB supported devices with PC.

 

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Check the connection of other USB supported devices with PC.

 

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

 

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The microphone is working properly.

If your microphone is working properly, other issues may cause the call quality problem.

How often you experience this problem?  

 

Dropped calls or low sound quality during the phone calls may be a result of low network signal or momentary gaps in network coverage, either at your end or the other end of the connection.

In most cases, your operator or service provider is the best source of assistance with issues regarding network coverage.

    → Signal strength is indicated by the signal indicators on the top right side of the screen. The number of signal bar increases as the signal strengthens and  decreases as the signal weakens.

When you are outdoors,  move your position to find a good signal network coverage area. When you are indoors ( like building, basement and subway station), change your position by small spaces, or move towards a window.

 

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If you experience power problem, check the battery and the charger to identify the problem.

Remove  battery cover and check appearance of the battery contact pin.

 

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The main board of the mobile phone may be damaged.

Contact Samsung Mobile Service Center for further assistance.

 

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The main board of the mobile phone may be damaged.

Contact Samsung Mobile Service Center for further assistance.

 

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The Bluetooth connection issues may be caused by network coverage  difficulties.

This is not an issue of Samsung mobile phone.

However, if your device is connected to other devices only when they are closely put together, this may be due to problem with the Bluetooth antenna. In such a case, contact Samsung Mobile Service Center for further assistance.

 

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You need to check if data cable is connecting properly.

This is optional test method for customer with extra data cable.

Try connect your device and PC with another data cable.

 

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Contact Samsung Service Center for further assistance.

 

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Software error may cause the problem.

Resetting can avoid such camera problems, but be aware that data will be deleted when you reset the device.  Back up your data on other storage devices before reset

    How to reset

      1. Go to ‘Menu’.

      2. Select ‘Settings’.

      3. Select ‘Reset settings’.

      4. Click ‘Select all’.

Caution

    All data will be deleted when you reset the phone.

    Back up data on  a storage card or your PC by using Samsung mobile PC application.

     

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Contact Samsung Service Center for further assistance.

 

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Contact Samsung Service Center for further assistance.

 

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Contact Samsung Service Center for diagnosis and repair.

 

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Check your battery.

Recharge a new battery.

Insert the charged battery into the device and try to turn on.

 

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Check your battery.

Recharge a new battery.

Insert the charged battery into the device and try to turn on.

 

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Check your battery.

Recharge a new battery.

Insert the charged battery into the device and try to turn on.

 

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Have you dropped your handset?

If  you have dropped your handset, camera may be disconnected from other parts of your device by the outer shock.

Although Samsung manufactures physically strong mobile phones, some heavy shocks may cause a problem.

 

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Your device may be internally damaged.

(Ex. Antenna is broken.)

Contact Samsung Service Center for further assistance.

 

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Check with other’s devices and find out if they are under same problems.

    Check for signal strength.

     

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Check the memory status.

Sometimes you may fail to take pictures or record a video if there is insufficient memory space available.

You can check the memory status by following the method below

    How to check memory status

      1. Go to ‘Menu’.

      2. Select ‘My files’.

      3. Select ‘Memory Status’.

      4. Check how much memory is available.

The size of the picture files are differ by camera resolution.

For rule of thumb,  more than 2MB free space is recommended.

 

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When did you experience camera problem?

 

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The software may be defected.

Samsung recommend software upgrade for your device

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

You can find out if your device supports software upgrade at home 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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Use volume key (Up/Down key) to increase/decrease the sound volume.

 

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If you still cannot hear the sound from the other end, check the network signal

    → Signal strength is indicated by the signal indicators on the top of the screen. The number of signal bar increases as the signal strengthens and  decreases as the signal weakens.

In most cases, your operator or service provider is the best source of assistance with issues regarding network coverage.

When you are in outdoors,  move your position to find a good signal network coverage area. When you are in indoors (like building, basement and subway station), change your position by small spaces, or move towards a window.

 

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Download and install proper device from Samsungmobile.com or http://www.samsung.com/ph/support/download/supportDownMain.do.

 

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Download and install proper device from Samsungmobile.com or http://www.samsung.com/ph/support/download/supportDownMain.do.

 

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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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The 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 software may be defected.

Samsung recommend 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 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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Internal parts of your device may be damaged.

Contact Samsung Service Center for further assistance.

 

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Check voice recorder function, in order to identify the problem.

To record, follow the steps below to record your voice.

    From ‘Menu’ go to ‘Voice recorder’.

    Press ‘Recording’ button to start recording.

    Press ‘Stop’ button to stop recording.

    When finished recording, play the recorded file to check audibility of the receiver.

 

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It may be due to a temporary software error.

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

 

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Check the battery status.

Operation of Snapshot and recording video functions require sufficient amount of power.

To operate without any problems, use fully charged battery.

     

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The software may be defected.

Samsung recommend software upgrade for your device.

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

You can find out if your device supports software upgrade at home 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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Replace the USB data cable that matches your mobile phone and USB device.

    For USB1.1, you can use data cable for both USB1.1. and USB 2.0.

    For USB 2.0, you must use data cable that supports USB2.0.

May require firmware update or installation of the firmware.

 

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3rd party accessories are not guaranteed by Samsung, and may damage your battery.   

It is recommended to use Samsung accessories for best use of the product.

3rd party accessories are not guaranteed by Samsung, and may not operate properly with Samsung mobile devices.

Also, always check the battery level for proper operation.

3rd party accessories may not be compatible with Samsung mobile devices and errors as below may occur.

    1. Incorrect battery level display.

      “Charging Completed” message is displayed but, the 3rd party battery may not be fully charged.

    2. The device may power off.

     

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It is recommended to use Samsung accessories for best use of the product.

3rd party accessories are not guaranteed by Samsung, and may not operate properly with Samsung mobile devices.

 

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3rd party accessories are not guaranteed by Samsung, and may damage your battery.   

It is recommended to use Samsung accessories for best use of the product.

3rd party accessories are not guaranteed by Samsung, and may not operate properly with Samsung mobile devices.

Also, always check the battery level for proper operation.

3rd party accessories may not be compatible with Samsung mobile devices and errors as below may occur.

    1. Incorrect battery level display.

      “Charging Completed” message is displayed but, the 3rd party battery may not be fully charged.

    2. The device may power off.

     

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Check your battery or charger to identify the problem.

If you use charger that is not guaranteed by Samsung, the battery or charger may not operate properly.

    Check your battery.

    Recharge a new battery.

    Insert the charged battery into the device and try to turn on.

     

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It may be due to a temporary software error. To remove temporary software error Samsung recommend that user perform the power cycle (turn off and on handset).

 

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Check your PC for installation of correct driver from the ‘Control Panel’.

    Go and search for USB Controller

      1. Go to ‘Start’.

      2. Click ‘Settings ‘and ‘Control Panel'.

      3. Select ‘System’ and ‘Hardware’.

      4. Select ‘Device Manager’.

      5. Click ‘Universal Serial Bus Controller’ and check for the driver.

If the driver is not installed, ‘unrecognized device’ message is displayed.

 

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The software may be defected.

Samsung recommend 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 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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Internal parts of your device may be damaged.

Contact Samsung Service Center for further assistance.

 

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Software error may cause the problem.

Resetting can avoid such camera problem, but be aware that data will be deleted when you reset the device.  Back up your data on other storage devices before reset

    How to reset

      1. Go to ‘Menu’.

      2. Select ‘Settings’.

      3. Select ‘Reset settings’.

      4. Click ‘Select all’.

Caution

    All data will be deleted when you reset the phone.

    Back up data on  a storage card or your PC by using Samsung mobile PC application.

 

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If it is only your device suffering from weak signal, the problem may be caused by a software error.

Samsung recommend 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 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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Receiver in your device is likely be damaged.

If the recorded file is inaudible when your speaker works fine with other media players, then it is likely that your receiver is the cause of the problem.

Contact Samsung Service Center for further assistance.

 

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If music files or other audio files are heard, but your recorded voice, the microphone is the cause of the problem.  

Contact Samsung Service Center for further assistance.

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The battery or the charger may be damaged.

Samsung test the battery and the charger that are manufactured by Samsung for safety and proper operation.

 

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Check the battery and the charger to identify the problem.

If you use charger that is not guaranteed by Samsung, the battery or charger may not operate properly.

Samsung test the battery and the charger that are manufactured by Samsung for safety and proper operation.

 

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Check the battery and the charger to identify the problem.

Remove battery cover and check the appearance of battery contact pin.

 

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PC may be damaged (USB port error or S/W error Etc.).

If the problem still exists with correct USB driver and right data cable, you should check your PC for any software error or USB port error.

 

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PC may be damaged (USB port error or S/W error Etc.).

If the problem still exists with correct USB driver and right data cable, you should check your PC for any software error or USB port error.

 

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The Bluetooth antenna is the likely cause of the problem.

Contact  Samsung Mobile service center for further assistance.

 

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If you experience intermittent power down on your device, check the battery and the charger to identify the problem.

Remove  battery cover and check the appearance of the battery contact pin.

 

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The mobile phone cannot detect the other party’s device.

Bluetooth device is separated by the power classes.

The power class range is set between 10m ~100m.

Normally mobile phones use power class 2 and it supports operating range of 10 meters (Coverage may change due to environmental circumstances).

Place your mobile phone and the target device closer to each other.

 

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You can use voice recorder function to check the microphone.

First, record your voice by using voice recorder function.

Try playing recorded file.

To record your voice, follow the steps below.

    From ‘Menu’ go to ‘Voice recorder’.

    Press ‘Recording’ button to start recording.

    Press ‘Stop’ button to stop recording.

    When finished recording, play the recorded file to check microphone function.

     

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Check your PC for installation of correct driver from the Control Panel

    Go and search for USB Controller

      1. Go to ‘Start'.

      2. Click ‘Settings ‘and ‘Control Panel'.

      3. Select ‘System’ and ‘Hardware’.

      4. Select ‘Device Manager’.

      5. Click ‘Universal Serial Bus Controller’ and check for the driver.

If the driver is not installed, ‘unrecognized device’ message is displayed.

 

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The data transmission time is determined by the Bluetooth versions and is of the  slower version.

Hence, even if data transfer time of your device is faster than the other, once it is connected and start data transmission, the duration would be of the other slower device.

EX)  Even if your Bluetooth is V2.0 and the Bluetooth in the target device is V1.2, the data transmission time is of the V1.2 device.

 

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To avoid camera usage error and to remove temporary software error, Samsung recommend that the user perform the power cycle (turn off and on handset).

If the end key is not operating, power off by removal of battery from the device.  

For PDA, push reset key by sharp material.

 

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