How do I get ready for a Mobile & Tablet Remote Management session (Smart Switch)?

Preparing for a Remote Management Session (backup via Smart Switch)

What is a Remote Management or Remote Service session?

If you are having difficulty with your device, you can use the Smart Tutor app to allow one of our specially trained technicians to take remotely control of the device so they can directly determine the source of the problem.To do this, you will need to install the Smart Tutor app on your device. We also recommend backing up your device before the session.

Please click here for more information on how the Remote Service works

What will you need?

1 Ensure you have a stable internet connection such as Wi-Fi or 4G. Please be aware that if using a data connection it will use up some of your allowance
2 50% or more battery life is required on the device (85% or more on older devices)
3 PC or a Laptop (not essential)
4 Your device’s USB / charging cable
5 The device you are having an issue with

Step one: Download Smart Tutor onto your mobile device

What is Smart Tutor?

Smart Tutor allows the Samsung Support Representative to remotely access your mobile and tablet device.

How to download Smart Tutor:

1 Go to Applications on your mobile device
2 Find Play Store
3 Open Play Store
4 In the top search box type “Smart Tutor”
How do I get ready for a Mobile & Tablet Remote Management session (Smart Switch)?
5 Choose Smart Tutor
6 Click Install

Note: You will be asked to open Smart Tutor to allow the representative to remotely manage your device

Step two: backup your device

Note: Always ensure you have got more than 50% battery life left on your device (85% for older devices).

Why should I back up my information?

It is always important to keep your information backed up in case anything should happen to your device and you no longer have access to the information on the device. Important things like photos, videos and contacts can easily be backed up onto a PC or Laptop using one of the tools provided by Samsung (Kies, Kies 3 or Smart Switch)

 

If you have any issues, or you are not confident to carry out the process, your Samsung Technician will be able to help out with the process.  

How to back up your device using Smart Switch:

1 Download Smart Switch onto your Laptop or PC (see below link).

I. Follow the link to download Smart Switch http://samsungsmartswitch.org/ (ensure you download the right version for your device)

II. Smart Switch - Use Smart switch for devices with Android Kit Kat and above

How do I get ready for a Mobile & Tablet Remote Management session (Smart Switch)?
How do I get ready for a Mobile & Tablet Remote Management session (Smart Switch)?
2 Plug your device into the PC or laptop via the USB / charging cable
3 Device should show that it is connected in Smart Switch
How do I get ready for a Mobile & Tablet Remote Management session (Smart Switch)?
4 Choose the items you wish to back up
How do I get ready for a Mobile & Tablet Remote Management session (Smart Switch)?
5 Click Back Up (this process can take a few minutes to run)
How do I get ready for a Mobile & Tablet Remote Management session (Smart Switch)?
6 Once complete all your data will have been backed up onto your PC or Laptop
How do I get ready for a Mobile & Tablet Remote Management session (Smart Switch)?

Restoring data after your Remote Management session

NOTE: Always ensure you have got more than 50% battery life left on your device (85% for older devices).

Smart Switch

 

What will you need?

1 Your USB / charging cable
2 The PC or Laptop your information has been backed up to
3 The device that needs the data adding back on

How to restore data back onto your device using Smart Switch:

1 Ensure your PC / Laptop is turned on
2 Ensure the device you are adding the data to is turned on
3 Open Smart Switch
4 Using the USB / charging cable plug your device into the PC
5 Your device should be automatically detected in Smart Switch
6 Select the items you want to restore back onto your device
7 Select Restore (This will now restore the data back onto your device. This can take a few minutes)
How do I get ready for a Mobile & Tablet Remote Management session (Smart Switch)?
8 You can now unplug your device and check all the data has been moved over

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