• SMARTPHONES & TABLETS
  • SMART TVS
  • FREQUENTLY ASKED QUESTIONS

SMARTPHONES & TABLETS

What is Remote Service?

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

In order for Remote Service to work your smartphone or tablet must be connected to a high speed internet connection.
It is highly recommended that you connect to WiFi as you may incur network charges for using mobile data out of your allowance.
Please contact your network provider for further information.

How do I use Remote Service

Privacy Functions

SMART TVS

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.

Note: in order for Remote Service to work your TV must be connected to a high speed internet connection. If your TV cannot access the internet or your connection is too slow you will receive a message that you are unable to connect to Remote Service.

How do I use Remote Service

FREQUENTLY ASKED QUESTIONS

  • Does my device need to be connected to the Internet?

    Yes, in order for the Samsung technician to remotely access your device ,it needs to be connected to a stable high speed network. If your device cannot access the Internet, or if your network connection is unstable/slow, you will receive a message that you are unable to connect to the Remote Management service.
  • Yes, the Remote Service system uses a secure connection between your device and our server. All information is stored on Samsung servers and no third party company has access to this information. No unwanted information or malicious programs can be sent to your device.
  • No, the Remote Service system only allows Samsung to connect to your device for a single session. Once the connection is terminated Samsung cannot reconnect without a new PIN being generated by you. Powering off your device will also terminate the session immediately.
  • Yes, the Samsung technician will be able to see what is currently being displayed. Through this, the Samsung technician can determine if the root cause of the issue you are experiencing. E.g.: if the Samsung technician connects to your 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 Service is offered free of charge to our customers. Samsung strives to constantly provide our customers with the best support for their products.
  • Once connected to your device, a Samsung technician can control it as if they were in front of the device in person. If you need to connect to Remote Service again the technician can quickly review which settings have been changed from the previous session.
  • A Samsung technician could see you through the built-in camera, only if they are accessing an app that uses the built-in camera (e.g. Skype, Camera app, etc.). The Samsung technicians will never access these types of apps while connected to your device unless they are specifically asked to do so in order to test that particular functionality. You can set the camera to the closed position to prevent the technician from seeing you while accessing the application. There is no way for the technician to access your built in camera without your knowledge.

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