What is Remote Service?

Samsung Remote Service enables one of our specially trained technicians to remotely view
and control your Samsung TV and smartphone to directly help you with your product.

How do I use Remote Service

Privacy Functions

What is Remote Service?

Samsung Remote Service enables one of our specially trained technicians to remotely view
and control your Samsung TV and smartphone to directly help you with your product.

How do I use Remote Service

  • [SmartPhone] What conditions are restricted to use this service?

    All Android smartphone and tablet series (over the Froyo Version) can be offered of this service. GED (Google Experience Device) is not supported of Remote Management.
  • It depends on the method of data network connection. Once using Wi-Fi, there is no charge. But if using 3G or 4G (LTE) data connection, the service provider will charge some fees according to your network data fee. Before the connection, ensure to check if Wi-Fi is available for free support.
  • Safety and Reliable : Don't worry about exposing your private information. "Smart Tutor" restricts a tech expert from accessing applications with customer's private information such as Gallery, Message, E-mail, and other throughout special features. Convenient and Easy : Provide Remote Support from your Android device quickly and easily as long as the phone is connected to internet.
  • If there is no connection with a tech expert, it's not sharing your information and data. Once it is connected to the tech expert, you can see "Smart Tutor Active" in red text appearing on the right or bottom part of the mobile screen.
  • A tech expert can see all menu and data in the mobile in order to diagnose. But if you don't want to share some information, you can choose "No" option. When a tech expert is trying to access personal information and menu, some pop-up message will appear and will ask for your permission.
  • Yes, in order for the Samsung Technician to access and control your TV, it must be connected to a stable high speed network. If the TV cannot access the internet of your network connection to the TV is unstable or slow, you will receive a message that you are unable to connect to the Remote Management Service.
  • Yes, the remote management system uses a secure connection between your TV and our server. All information is stored on Samsung's servers and no third party company has access to this information. No unwanted information can be sent to your TV or any malicious programs.
  • No, The Remote Management system only allows Samsung to connect to your TV for a session and once the connection is terminated Samsung cannot reconnect without a new session being initiated by you. Powering off the TV will also terminate any session immediately.
  • Yes, the Samsung agent will be able to see the incoming signals picture. Through this, the agent can determine if the problem is being caused by the signal or the TVs panel. For Example: If the agent connects to the TV and can see a line in the image then he knows that that line is being created by the incoming signal not the TV. If the technician cannot see the line we know that there is a problem with the TV.
  • No, the Remote Management service is offered free of charge to our customers. Samsung strives to constantly provide our customers with the best support for their products. The Remote Management system is just an additional service we now offer to our customers.
  • Once connected to the TV, an agent can control the TV as if they were in front of the TV itself and make any adjustment to the consumer settings. The history of previous settings on the TV can be saved and the agent can view that. Hence, the agent can quickly review which settings have been changed from the previous session.
  • The Samsung agent could see you through the built-in camera but only if they are accessing an app that uses the built in camera (Skype, Camera app, etc). The Samsung agents will never access these types of apps while connected to your TV unless they are specifically asked to do so in order to test that particular apps functionality. You can set the camera to the closed position to prevent the agent from seeing you while accessing the application. There is no way for the agent to access your built in camera without your knowledge.

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