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Smart Switch Transfer Solutions

I received a message that the content is too large for the device

This message may appear if the backup is larger than the space remaining on the new device when trying to transfer the content.

If you receive this message, do one or more of the following:

  • Remove some of the content from your new device to create room.

  • Remove content from your old device to shrink the backup size.

  • Uncheck one of the content types to reduce the size of the transfer.

Some content wasn't transferred when using Smart Switch for PC/Mac

If you believe some of your content is missing, check the following:

  • Confirm the content in question was eligible to be transferred. Smart Switch for PC/Mac transfers the following information:

    • Alarms

    • Application List

    • Bookmarks

    • Calendar (synced calendars cannot be transferred—e.g., Exchange or Google™ Calendar)

    • Call Logs

    • Contacts (synced contacts cannot be transferred—e.g., Microsoft® Exchange)

    • Memos

    • Messages

    • Music

    • Photos

    • Podcasts

    • Videos

    • Wallpaper

    Additional content available when using Smart Switch Mobile:

    • Document types: .doc, .docx, .gul, .hwp, .pdf, .ppt, .pptx, .xlsx

    • Lock screen

    • S Health™

    • Story Album™

    • Wi-Fi® settings

  • Check any applicable terms and conditions with content providers to ensure you have the right to transfer content from your old device. Encrypted or Digital Rights Management (DRM)–protected content cannot be transferred.

  • Check the size of the files you transferred. If the selected files are larger than the memory available on your new device, some content will not be transferred. Try selecting fewer categories to transfer or removing unused content from your old device in order to generate a smaller backup file.

  • If your new Samsung Galaxy device has an earlier software version than your previous Samsung device, only music, video, photos, and documents will be transferred. Update the software version on your new device, and then use Smart Switch to transfer your remaining content.

If the issue persists, contact Samsung Customer Support at 1-855-795-0509 for assistance.

My transfer did not complete when using Smart Switch for PC/Mac

If you are using Smart Switch on your PC or Mac and the transfer stalls at a certain percentage and will not continue, try the following:

  1. Uninstall Smart Switch.

  2. Restart your computer.

  3. Re-download and install Smart Switch.

  4. Create a new backup file for your old device.

    If creating an iPhone® backup file, make sure that Encrypt Device is not selected and that the backup is saved to your local drive (not to iCloud®).

  5. If your backup file is large, try to transfer your data by individual category. For example, transfer all messages first, then photos, etc.

If the issue persists, contact Samsung Customer Support at 1-855-795-0509 for assistance.

My transfer did not complete when using the Smart Switch Mobile App

If an error occurred when transferring your content, and the data connection is lost, perform the following steps:

  1. From the Home screen, touch Apps.

  2. Touch Settings.

  3. Touch Applications.

  4. Touch Application manager.

  5. Swipe to the DOWNLOADED tab.

  6. Swipe down to find Smart Switch in the list, and touch to select it.

  7. Touch FORCE STOP > OK to close the application.

  8. Touch CLEAR CACHE.

  9. Restart the content transfer.

A message may appear stating the transfer was paused and to check your data connection. Once the connection is restored, you can resume your transfer.

If the issue persists, contact Samsung Customer Support at 1-855-795-0509 for assistance.

I can't connect to iCloud

If the Smart Switch Mobile app can't connect to iCloud, you will receive an error message.

  1. Touch OK to retry.

  2. If retrying doesn't work, verify you have a strong Wi-Fi connection.

  3. Verify you are entering the correct Apple® ID and password.

  4. If you are sure the Apple ID and password are correct but you are still having issues logging on to iCloud with the Smart Switch Mobile app, you may have the Apple ID two-step verification enabled on your account. Disable the Apple ID two-step verification from the web by performing the following steps:

    •     b. Click on Manage your Apple ID.

    •     c. Sign in with your Apple ID and password.

    •     d. Select Password and Security.

    •     e. Click Turn off two-step verification. You will be asked to select and answer security questions.

    •     f. Click Continue to disable two-step verification.

  5. Once two-step verification is disabled, launch the Smart Switch Mobile app again and try to log in to iCloud.

If the issue persists, contact Samsung Customer Support at 1-855-795-0509 for assistance.

I received a message telling me my network connection with iCloud was interrupted

  1. If the connection is lost with iCloud, a message appears. Touch OK to log back in to iCloud and continue the transfer.

  2. If this continues to occur, check that you have a good data connection.

  3. If the connection is good, try to connect again because the issue may be with iCloud.

Some categories are grayed out when I try to select them for transfer

If the backup file you selected from iCloud does not contain certain types of content, they will be grayed out and not selectable when choosing content to transfer to your new Galaxy device.

If you believe a particular item should be available but is not, check the following:

  • Synced content (for example, calendar entries synced through Exchange) will not be saved as part of the backup, but the content will be available on your new device once you set up your account.

  • Check your old device to ensure the missing content type is backed up to iCloud. To view and update your iCloud settings on your old device, go to Settings > iCloud.

  • If multiple devices sync to the same iCloud account, ensure you have selected the correct backup file.

  • If you recently set up your iCloud account, allow up to 24 hours for your old device to fully sync with iCloud. Or, to manually sync with iCloud, go to Settings > iCloud > Storage & Backup > Back Up Now.

If the issue persists, contact Samsung Customer Support at 1-855-795-0509 for assistance.

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