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Troubleshooting

Samsung Mobile function guide

If you have trouble using your mobile phone, try the following tips to solve the problem before you contact Samsung support or your mobile phone dealer.

Additional help topics can be found in the

Frequently asked questions (FAQs) section.

Responding to error messages

While using your phone, the following messages may appear.

N These messages may vary slightly depending by phone model.

Message

Insert SIM card/

Insert SIM card to access network services

Phone lock/

Phone password

Try this to solve the problem

Ensure that the SIM or USIM card is installed correctly.

Enter PIN/

PIN code

Enter PUK/

PUK code

Service unavailable/

Network error/

Not done

When the phone lock feature is enabled, you must enter the password you set for the phone.

When using the phone for the first time or when the PIN requirement is enabled, you must enter the PIN supplied with the SIM or USIM card. You can disable this feature in the PIN lock menu.

Your SIM or USIM card is blocked, usually as a result of entering your PIN incorrectly several times. You must enter the PUK supplied by your service provider.

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When you are in areas with weak signals or poor reception, you may lose your connection to the network.

Move to another area and try again.

You cannot access some options without a subscription.

Contact your service provider for more details.

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» Troubleshooting

Samsung Mobile function guide

The phone is frozen or unresponsive

If your phone is frozen or unresponsive, try the following:

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Restart your phone by pressing and holding the power key until the phone turns off and then pressing the power key again to turn on the phone.

If restarting your phone does not solve the problem, turn off the phone again, remove and replace the battery, and turn on the phone.

The touchscreen responds slowly or improperly

If your phone has a touchscreen and the touchscreen is not responding properly, try the following:

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Remove any protective covers from the touchscreen. Protective covers may prevent the phone from recognising your inputs and are not recommended for touchscreen phones.

Depending on the type of touchscreen on your phone, only certain inputs may be recognised. Try touching an icon with your fingertip, your fingernail, or the stylus

(if provided). Use the method that works best with your phone (refer to your user manual for more details).

Ensure that your hands are clean and dry when touching the touchscreen.

Do not use foreign objects, such as pens or pencils to tap the touchscreen.

Restart your phone to clear any temporary software bugs.

Ensure that your phone software is upgraded to the latest version

(visit www.samsung.com to check for software upgrades).

If the touchscreen is scratched or damaged, take it to your local Samsung Service

Centre.

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» Troubleshooting

Samsung Mobile function guide

Calls are being dropped

When you are in areas with weak signals or poor reception, you may lose your connection to the network. Move to another area and try again.

Outgoing calls not connected

If you enter a number, but the call is not dialled, try the following:

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Ensure that you have pressed the Dial key.

Ensure that you have accessed the correct cellular network.

Ensure that the phone is not in Offline mode.

Ensure that you have not set call barring for the phone number you are dialling.

Incoming calls not connected

If a caller reports that calls are not coming through to your phone, try the following:

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Ensure that your phone is powered on.

Ensure that you have accessed the correct cellular network.

Ensure that the phone is not in Offline mode.

Ensure that you have not set call barring for the incoming phone number.

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» Troubleshooting

Samsung Mobile function guide

When dialling from contacts, the call is not connected

If a call is not connected when dialling from the contact list, try the following:

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Ensure that the correct number is stored in the contact list.

Re-enter and save the number, if necessary.

Ensure that you have not set call barring for the contact’s phone number.

Others cannot hear you speaking on a call

If others report that they cannot hear you speaking on a call, try the following:

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Ensure that you are not covering the built-in microphone.

Ensure that the microphone is close to your mouth.

If using a headset, ensure that it is properly connected.

The phone beeps and the battery icon flashes

If your phone beeps and the battery icon flashes, your battery is low. Recharge or replace the battery to continue using the phone.

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» Troubleshooting

Samsung Mobile function guide

The battery does not charge properly or the phone turns off

If your battery is not receiving a charge or the phone repeatedly turns off even after you have charged the battery, try the following:

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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 will no longer charge completely, properly dispose of the old battery and replace it with a new battery (refer to your local ordinances for proper disposal instructions).

Audio quality is poor

If the audio quality of your call is poor, try the following:

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Ensure that you are not blocking the phone’s internal antenna.

When you are in areas with weak signals or poor reception, you may lose your connection to the network. Move to another area and try again.

Your phone is hot to the touch

When you use several applications at once or use applications on your phone for an extended period of time, your phone requires more power and may feel hot to the touch. This is normal and should affect your phone’s life span or performance.

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