How Do I get ready for a Mobile & Tablet Remote Management session?

Last Update Date : Apr 25. 2018

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 

1. 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”   Smart Tutor 

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

2. Back up 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 KIES:

1.        Download Kies, Kies 3 onto your Laptop or PC (see below links). Please check which is best suited for your device.

KIES

                                                         I.            Follow the link to download Kies http://www.samsung.com/uk/support/usefulsoftware/KIES/ (ensure you download the right version for your device)

                                                        II.            Kies - Supported model: Feature phone, Smart Phone / Tablet before Galaxy Note III (including Galaxy S4, Note II, etc.)

                                                      III.            Kies 3 - Supported model : Smart Phone / Tablet from Galaxy Note III (Android OS 4.3 or over)

 

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2.        Plug your device into the PC or laptop via the USB / charging cable

 

3.        Device should show that it is connected in Kies

 

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4.        Choose the items you wish to back up

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5.        Click Back Up (this process can take a few minutes to run)

 

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6.        Once complete all your data will have been backed up onto your PC or Laptop

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How to back up your device using Smart Switch:

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

Smart Switch

                                                         I.            Follow the link to download Kies 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

 

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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

 

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4.        Choose the items you wish to back up

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5.        Click Back Up (this process can take a few minutes to run)

 

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6.        Once complete all your data will have been backed up onto your PC or Laptop

 

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3. Remotely managing your PC or Mac

The Samsung Technician might need to remotely manage your PC or Mac to find a fix for your mobile device.

Please ensure you have opened the below link on your PC or laptop before your remote management session. The Samsung Technician will provide you with a 6 digit code.

http://eu.remotesamsung.com/

 

Things to do after your Remote Management session

1. Restore your information back onto your device

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

How did you back up your data?

Kies / Kies 3

What will you need?

1.        Your USB / charging cable

2.        The PC or Laptop your information has been back up too

3.        The device that needs the data adding back on

How to restore data back onto your device using Kies / Kies 3:

1.        Ensure your PC / Laptop is turned on

 

2.        Ensure the device you are adding the data to is turned on

 

3.        Open Kies / Kies 3

 

4.        Using the USB / charging cable plug your device into the PC

 

5.        Your device should be automatically detected in Kies / Kies 3

 

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)

 

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8.        You can now unplug your device and check all the data has been moved over

 

Smart Switch

What will you need?

 

1.        Your USB / charging cable

2.        The PC or Laptop your information has been backed up too

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)

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8.        You can now unplug your device and check all the data has been moved over

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