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Usage and Performance Solutions

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Error message: "Unsupported device."

If the Smart Switch for PC/Mac application doesn't recognize your device, check the following:

  1. Confirm your new device meets the requirements to use Smart Switch for PC/Mac (see the Samsung Smart Switch for PC requirements and Samsung Smart Switch for Mac requirements topics on the Introduction page).
  2. Use the software update feature within the Smart Switch for PC/Mac application:
    Warning: Performing the following software update procedure will result in deletion of all data on your device. These steps should be performed only in the event the device is inoperable due to a failed software update or if you are recovering Samsung-approved software after installing a custom ROM.
  • Unplug the device from your computer and restart Smart Switch.
  • Select MORE in the top-right corner of the Smart Switch screen, and then select Emergency Software Recovery and Initialization.
  • Select the Software Update and Initialization tab.
  • Enter your device information (model name and serial number) and click OK.
  • Upon initialization, all data will be deleted. Click OK.
  • Read the information to connect the device and click OK.

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

 

Smart Switch Mobile can't connect to my old device

If your Galaxy devices cannot connect, try the following:

Audio Pairing

  1. Ensure Smart Switch Mobile has been installed on the old and new devices.
  2. Bring the two devices within 10 cm (approximately 4 in) of each other.
  3. Launch Smart Switch on both devices.
  4. Select Android Device on both devices.
  5. On the old device, select Sending device.
  6. On the new device, select Receiving device.
  7. Tap Connect. The devices should connect, with a message appearing confirming the connection. If they do not connect, proceed with Manual connection.

Manual Connection

If you are having difficulty pairing the devices via audio connection, you can pair them manually as follows:

  1. After attempting to connect automatically, the devices may not be able to connect. If that occurs, a message appears, stating, "If the devices take too long to connect automatically, enter the PIN below on the receiving device to connect them manually."
  2. Enter the PIN from the sending device into the receiving device and then tap Connect.

Smart Switch for PC/Mac crashes repeatedly

If the application crashes repeatedly, do the following:

  1. Uninstall Smart Switch for PC/Mac.
  2. Restart your computer.
  3. Confirm your computer meets the recommended system requirements. See the Samsung Smart Switch for PC requirements andSamsung Smart Switch for Mac requirements topics on the Introduction page for more information.
  4. Re-download and install Smart Switch for PC/Mac.

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

 

Smart Switch Mobile crashes repeatedly

If the app crashes frequently, try restarting the application or clearing your cache to improve performance, as detailed below.

Restarting the Application

  1. From the Home screen, tap AppApps Icon .
  2. Tap Settings settings Icon .
  3. Tap Applications App Manager Icon.
  4. Tap Application manager App Manager Icon 
  5. Swipe to the DOWNLOADED tab.
  6. Scroll down to find Smart Switch in the list, and tap to select it. 
    App Manager
  7. Tap FORCE STOP > OK to close the application. 
    App info
  8. To restart your device, press and hold the device Power button. A dialog box opens.
  9. Tap Restart.

Clearing your Cache

  1. From the Home screen, tap Apps Apps Icon .
  2. Tap Settings settings Icon .
  3. Tap Applications App Manager Icon.
  4. Tap Application manager App Manager Icon 
  5. Scroll down to find Smart Switch in the list, and tap to select it. 
    App Manager
  6. Tap CLEAR CACHE
    App info

 

When using the Outlook® Sync feature in Smart Switch for PC/Mac, not all phone contacts get synced to Outlook

If not all contacts are synced when using Outlook Sync, check the following:

  1. When syncing with Outlook, only the local contacts on your device will be synced.
  2. If you are syncing Selected Contacts folders, contacts in unselected Outlook folders will not be synced with Outlook, even if they have been modified on your device.
  3. Unassigned categories in Outlook will not be synced as groups on your device. 
    Note: Duplicate check criteria: If a contact in Outlook and a contact on your device have the same name as well as at least one matching field (phone number, email address, or messenger name), they are assumed to be the same person.

Error during software update using Smart Switch for PC/Mac application

If an error occurs on your computer or device while you are updating software, the software update will fail. If the device displays an emergency recovery warning, follow the steps below to recover the device:

  1. Unplug the device from your computer and close Smart Switch for PC/Mac.
  2. Restart Smart Switch for PC/Mac.
  3. Click MORE in the top-right corner of the screen, and tap Emergency software recovery and initialization. 
  4. Select a device to restore from the list of devices that require emergency recovery. Click Emergency recovery
  5. Follow the instructions displayed, and then click OK

 

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