What to do if an error occurs in Samsung DeX

If you report any errors that occur while you are using Samsung DeX, we will be able to improve the service by fixing errors and providing updates. Keep in mind that error reports contain log data and may include some personal information.

1 Go to Samsung DeX settings or the “Apps” button on the bottom left side of the Samsung DeX screen.
2 Select “Contact us”.
3 Choose “Report error”.
4 Describe the error you encountered, mark the “Send system log data” check box and select “Report”.

Please note: If you could also share screenshots showing the error, it would be very helpful in resolving the issue.

View of the “Contact us” option from Samsung DeX at the left bottom.

Send PC log data

Automatically collecting log data

1 After reproducing the issue, click the settings icon on the top bar in the running window of the PC program for DeX.
2 Click the “Report Error” option at the bottom of the settings screen. If your phone is connected to your PC at this time, an error report notification will be sent to your phone.
3 A log data file will be created on the desktop of your PC. (Example: SamsungDeXLog_The Date_Time.zip).
4 After the log data file is created, click the “Report issue” button.
5 When the website window for 1:1 inquiries opens automatically, send the log data file created on the desktop through “Inquiries” by attaching it. You will have to log in with your Samsung account.

(If you leave a comment that the phone log data have been sent as well, we will retrieve both the phone and PC log data based on your account and analyze them). 

When the process it is finished, tap “Send”.

View of the “Report error” screen in the PC with report error option highlighted.

Send phone log data

-  If a notification of DeX error report for PC appears on your phone

1 Clicking “Send” on the notification will automatically launch the Members app.
2 Select “Send error”, fill out the details of the error, check off “Send system log data”, then click “Send”.

- If a notification of DeX error report for PC does not appear on your phone.

After connecting your phone to the PC, run the Samsung DeX app to reproduce the issue.

1 Select either settings app > Samsung DeX settings or the “Apps” button at the bottom left of the Samsung DeX screen.
2 Select “Send error”, fill out the details of the error, check off “Send system log data”, then click “Send”.

- If your phone and PC do not connect.

1 Connect your phone via USB or select the PC you want to connect to from the wireless connection list.
2 After launching the Samsung Members app, send it through “Send inquiry/error” > “Send error”. (Checking off “Send system log data” is required)".
View of the “Send error” screen in the smartphone.

Cable connection to a monitor or TV

If the Samsung DeX screen is not displayed on the monitor or TV that is connected through a cable, please check the following:

1 Check and make sure that an official Samsung DeX-supporting accessory is connected to your monitor or TV via an HDMI cable.
2 Make sure that HDMI is selected as the input for the monitor or TV. (Please change the input of the monitor/TV to HDMI.)
3 If the screen displayed on the monitor/TV is a mirror of the device's screen and not the Samsung DeX screen, open the notification panel on the mobile device by swiping down from the top of the screen and select DeX in the Quick Settings menu.

Please note: If you wish to have Samsung DeX launched every time a monitor or TV is connected, go to “Advanced features” > “Samsung DeX” in the tablet's settings, and then enable “Auto start when HDMI is connected”.

4 Check whether your device is in maximum power saving mode, Safe mode, Emergency mode, or Kids mode. If your device is in any of those modes, turn off the mode via Settings before connecting.
5 If there's water in the smartphone or tablet's port, the screen may not be displayed on the monitor or TV correctly.

Wireless connection to a TV

1 For Samsung TVs released in 2013, please update the firmware and try to connect again.
2 If the connection fails after displaying “Connecting…” for a while, please retry after disconnecting and reconnecting the power cable of the TV or dongle.
3 If the above suggestions do not help resolve the issue, we’ll need to analyze the log. Please forward the issue to us by going to [Samsung Members App > “Contact us”/”Report error” > “Report error” and marking the “Send system log data” check box.

1 Check if the TV supports a phone screen mirroring feature (compatible with Miracast). The names may differ by manufacturer: Samsung TV – Screen Sharing/Mirroring, Sony TV – Screen Mirroring, and LG TV – Screen Share Check if the phone screen is displayed on the TV exactly as it is and does not just show the content displayed on the mobile device. The list of TVs available for connection might be different from that for Smart View.
2 Some Samsung TVs (2013 or 2014 models) or dongles need to be switched to the dedicated Screen Mirroring Mode in order to be searched.
3 For cases other than above, if a TV or dongle device does not appear, check again after disconnecting and reconnecting the power cable of the TV or dongle.

If the Samsung DeX Home screen does not appear on the PC, please follow the instructions below.

Wired connection to a PC

 

1 Please see the following question to find out whether your device can run Samsung DeX on a PC. (Tablet devices do not support Samsung DeX on a PC.)
2 Please make sure that the “Samsung DeX” icon appears in the system tray in the PC taskbar. If not, please run the “Samsung DeX” program.

Please note: For PCs running Windows, check if the status of the ss_conn_service2 item is Running in the Task Manager > Service list. If the status is set to 'Stopping', right-click on it and select 'Start' to change the status.

3 Disconnect and then reconnect your USB cable while Samsung DeX for PC is running on your PC. Once your mobile device is recognized by your PC, a loading screen will appear on the PC screen. On your mobile device, press the “Start now” button in the “Send screen to Samsung DeX” pop-up message. Then the Samsung DeX Home screen will appear on the PC screen.
4 If you can't see the Samsung DeX Home screen even after reconnecting the USB cable, try the following: Please check if the installed PC app is the most up-to-date version. You can check the version by clicking the “Settings” button in the top right of the window title bar and the “Update” button under “About Samsung DeX”. Restart your PC after updating the app or even if it was already up to date.
5 If the USB cable or hub is damaged, you may not be able to connect. Try a different USB cable or hub.

Please note: If Samsung DeX does not work correctly on a PC running on Qualcomm's Snapdragon platform (Windows on ARM), we recommend that you connect the PC through a USB hub instead of connecting it directly using a USB cable.

6 PCs within a company and public PCs typically have their own security software installed, so you may be unable to connect to them via USB. If you can't connect to a PC via USB, contact the administrator of the relevant PC.

Wireless connection to a PC

1 Please see the following question to check if your device supports wireless connection to a PC. (Tablet devices do not support Samsung DeX on PC.)
2 Find out whether you’ve installed the latest version of Samsung DeX. To do this, click the settings icon > “About Samsung DeX” > “Update” button in the top right of the window title bar.
3 Make sure that the Samsung DeX icon appears in the system tray of your PC taskbar. If it doesn’t, run the “Samsung DeX” program.
4 Check the Wi-Fi connection on your PC and mobile device. Your PC and the mobile device you’re trying to connect with must share the same Wi-Fi AP (access point).
5 Open the Notifications panel on your mobile device and swipe down to click the DeX button. Next, select “DeX on PC”.

Please note: If “DeX on TV or monitor” appears instead of a selection option, select the more options icon at the top right of the window and press “Switch to PC”.

6 From the list of devices found, select the PC you want to connect to and press “Start now”. Next, accept the connection request on your computer. The Samsung DeX Home screen will then appear on your PC screen.

1 Make sure that Samsung DeX is installed on your PC.
2 Also make sure that the Samsung DeX icon appears in the system tray in the PC taskbar. If not, please run the Samsung DeX program.
3 Check the Wi-Fi connection in your PC and mobile device. Your PC and mobile device you`re trying to connect with must share the same Wi-Fi AP (access point).

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