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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.

Remote Service can provide

  • Help setting up a Google and Samsung account
  • Software and application updates
  • Backups & factory data resets
  • Help with setting up email accounts and day-to-day tasks

Remote Service advantages

  • Direct assistance as if you were with a technician
  • Optimized device settings and advice on how to use features
  • All steps are shown live on-screen

Remote Service requirements

  • Your device is running a minimum of Android Version 2.4
  • Your device has a stable internet connection
  • Your device has the Smart Tutor application installed from the Google Play Store
Show Note

In order for Remote Service to work your smartphone or tablet must be connected to a high speed internet connection. It is highly recommended that you connect to WiFi as you may incur network charges for using mobile data out of your allowance. Please contact your network provider for further information.

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.

Remote Service can provide

  • TV diagnositics
  • Help with Smart Hub
  • Custom TV settings
  • Firmware updates and backups

Remote Service advantages

  • You can follow the steps of the technician helping you on-screen
  • One-on-one support for all your Smart Hub questions
  • Get the most out of your TV with advice from an expert

Remote Service requirements

  • Your TV is ES5500, F5500 or later (except F6100)
  • Your TV is connected to a fast internet connection
  • You are in front of your TV
Show Note

Note: in order for Remote Service to work your TV must be connected to a high speed internet connection. If your TV cannot access the internet or your connection is too slow you will receive a message that you are unable to connect to Remote Service.

  • 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 Samsung technician could see you through the built-in camera but only if they are accessing an app that uses the built in camera (e.g. Camera app). The Samsung technicians will never access these types of apps while connected to your TV unless they are specifically asked to do so in order to test that particular apps functionality. You can set the camera to the closed position to prevent the technician from seeing you while accessing the application. There is no way for the technician to access your built in camera without your knowledge.

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