• SMARTPHONES & TABLET
  • SMART TVS
  • FREQUENTLY ASKED QUESTION

SMARTPHONES & TABLET

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

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.

How do I use Remote Service

FREQUENTLY ASKED QUESTION

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

    Yes, in order for the Samsung technician to access and control your device it needs to be connected to a stable high speed network. If your device cannot access the internet or your network connection is unstable or 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 Samsungs 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 the TV will also terminate any session immediately.
  • Yes the Samsung technician will be able to see the incoming picture. Through this the technician can determine if the problem is being cause by the input or the device. E.g: if the Samsung technician 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, 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 technician can control it as if they were in front of the device itself. If you need to connect to Remote Service again the technician can quickly review which settings have been changed from the previous session.
  • A: The technician cannot access your built-in TV camera without your knowledge and permission. The Samsung technician will not access an app that uses the built in camera (Skype, Camera app, etc.) while connected to your TV unless they are specifically asked to do so in order to test that particular app’s functionality. [Now, how would a user ask the Samsung technician to do so? How would a user know that the technician is accessing the built-in TV camera? Are there separate T&Cs that the user will need to agree to first at the time of service which would include an agreement to view the user? If that is the case, we could add “At the time of service, if the user requests a Samsung technician to access the application, the user will be specifically required to agree to give the Samsung technician the remote viewing capability by agreeing to the Terms and Conditions of the Remote Service.”] You can set the camera to the ‘closed’ position to prevent the technician from seeing you while accessing the application.

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