Troubleshooting

If you have trouble with your device, try these procedures before you contact a service professional.

Contacting a service centre

If you have attempted the troubleshooting solution and are still having problems with your device, make a note of the following information and contact your local dealer or Samsung after-sales service:
• Model number(s) of your device
• Serial number(s) of your device
• A clear description of the problem

When contacting Samsung, use the contact phone numbers, web addresses, or postal addresses for your region of residence.

When you try to turn on your device, the following messages may appear:

Your device does not show a signal (no bars next to the network icon)

• If you just turned on the device, wait about 2 minutes for your device to find the network and receive a signal.
• You may not be able to receive a signal in tunnels or elevators. Move to an open area.
• You may be between service areas. You should receive a signal when you enter a service area.

You forgot a security, PIN, or PUK code

If you forget or lose this or another code, contact the seller or your service provider.

Your display shows white lines

The display may show white lines if you have turned the device on after a long period of disuse or if you removed the battery without first turning off the device. The display should correct itself in a short time.

You enter a number, but the call is not dialled

• Ensure that you have pressed [].
• Ensure that you have accessed the right cellular network.
• Ensure that you have not set call barring for the phone number.

You select a contact to call, but the call is not dialled

• Ensure that the correct number is stored in the contact information.
• Re-enter and save the number, if necessary.

Another caller cannot hear you speaking

• Ensure that you are not blocking the built-in microphone.
• Move the built-in microphone closer to your mouth.
• If using a headset, ensure that it is properly connected.

The sound quality of a call is poor

• Ensure that you are not blocking internal antenna.
• When you are in areas with weak signals, you may lose reception. Move to another area and try again.

The battery does not charge properly or sometimes your device turns itself off while charging

• Disconnect the device from the charger, remove and reinstall the battery, and try charging again.
• The battery terminals may be dirty. Wipe both gold-coloured contacts with a clean, soft cloth and try charging the battery again.
• If the battery no longer charges completely, dispose of the old battery properly and replace it with a new battery.

Your device is hot to touch

When you use several applications at once, your device requires more power and may heat up. This is normal and should not affect your device’s lifespan or performance.

Your device cannot connect to the internet

• Ensure you have entered valid settings for your internet service provider.
• Ensure you have activated the wireless connection to your mobile service provider and that the signal is not obstructed.
• Ensure that you have entered the correct user name and password.

You cannot find and pair with another Bluetooth-enabled device

• Ensure that both devices have activated the Bluetooth wireless feature.
• Ensure that the distance between the devices is not more than 10 metres and that they are not separated by walls or other obstacles.
• Ensure that the settings for each device allow them to be visible to other devices.
• Ensure that both devices are compatible with Bluetooth wireless technology.
• Ensure that the correct PIN has been entered on both devices.

You cannot listen to music on a remote Bluetooth headset

• Ensure that your device is connected to the headset.
• Ensure that the music format you are trying to listen to is supported by the headset.
• Ensure that the distance between the headset and device is not more than 10 metres and that they are not separated by walls or other obstacles.