Troubleshooting Phones

Here is a guide to troubleshooting an average mobile phone. For tips about a specific device, check out Mr Aberthon’s troubleshooting section of the website.

Feel free to leave comments below with your thoughts, questions or additions. We hope you will find this post helpful!

 

Table of Contents

1. Hardware Generic Troubleshooting

2. Connection Generic Troubleshooting

 3. Device SettingsGeneric Troubleshooting

4. ApplicationsGeneric Troubleshooting

5. Photo and VideoGeneric Troubleshooting

6. Software
Generic Troubleshooting

7. Transferring Data
Generic Troubleshooting

 


1. Hardware

1A. Screen:

1A-1. The device’s screen is lit yet blank or is missing a pixel of color.
1A-2. The screen is cracked or has bleeding lines on it.
1A-3. The device is frozen or not responding to touch.

1B. Phone is Damaged:

1B-1.  My device is warm to the touch, is it dangerous?
1B-2. There are missing keys or buttons on my device.
1B-3. The device’s buttons are unresponsive.
1B-4. How do I know if my phone is water damaged?

1C. Connection:

1C-1. My device won’t charge.
1C-2. The device’s connector is damaged and malfunctioning.

1D. Microphone or Speakers:

1D-1. The microphone isn’t working.
1D-2. My device won’t place calls or play music or videos.
1D-3. The connected headset is not functioning properly. What can be the problem?

1E. Camera:

1E-1. The camera lens is cracked or foggy.
1E-2. The pictures I take seem foggy, blurred or with colored spots.
1E-3. The camera app keeps failing or the camera isn’t working.

1F. Battery:

1F-1. The battery is draining very quickly.
1F-2. How do I know if my battery is swelling?
1F-3. The device is constantly rebooting or not responding to the press of the power key.

1G. Memory or MicroSD Card:

1G-1. I cannot access files or content on my device’s MicroSD card.
1G-2. My device not recognize the MicroSD card.
1G-3. I am having difficulty unmounting my MicroSD card.
1G-4. I cannot format my MicroSD card.
1G-5. My device says its memory is full.

1H. Signal and Connectivity:

1H-1. My device have no signal or service.
1H-2. My device has weak signal or service (one to two bars).
1H-3. I can receive incoming calls, but cannot place an outgoing one.
1H-4. I can place outgoing calls but cannot receive one.
1H-5. Calls are being dropped.

2. Connection

2A. Mobile Data:

2A-1. I am receiving an error and cannot connect to mobile data.
2A-2. I cannot sync my data although I am able to connect to the internet.
2A-3. Mobile data is taking a long time to load.
2A-4. Trouble connecting via USB.

2B. Mobile Hotspot:

2B-1. I can’t turn on a mobile hotspot.
2B-2. I can’t connect to hotspots.
2B-3. I can connect to the hotspots but not to the internet.

2C. GPS / S Beam/ NFC / USB

2C-1. I am unable to connect to GPS on my mobile device.
2C-2. S Beam/NFC does not connect properly.
2C-3. The computer does not recognize my device as a mass storage.

2D. Bluetooth:

2D-1. I am unable to pair my devices via bluetooth.
2D-2. The devices are paired but cannot share files.
2D-3. Trouble with Bluetooth audio or microphone.

2E. Wi-Fi:

2E-1. I am unable to connect my device to Wi-Fi.
2E-2. I am able to connect my device to Wi-Fi yet the internet does not work.
2E-3. I’m having trouble with the auto-connecting to Wi-Fi.
2E-4. The speed of my internet is slow or inconsistent and/or having a weak signal.

3. Device Settings

3A. Device Setting:

3A-1. I am unable to unlock my device using face, voice, pattern, pin and/or password unlock?
3A-2. I am unable to unlock my device to another network.
3A-3. I am unable to unlock my SIM card.

3B. Air Gesture/View/Motion/Smart Screen Challenges:

3B-1. Air gestures are not functioning.
3B-2. Air view is not functioning.
3B-3. Motions are not functioning.
3B-4. Smart Screen is not functioning.

3C. Keyboard or Swype Challenges:

3C. Issues using keyboard or Swype.

4. Applications

4A. Challenges with Voicemail

4A-1. I cannot remove voicemail icon.
4A-2. I cannot remove visual voicemail icon.
4A-3. Calls are directed to voicemail and don’t ring on my device.

4B. Challenges with Calendar

4B-1. I cannot add an event on my calendar.
4B-2. I cannot see an event on my calendar.
4B-3. I cannot remove an event on my calendar.
4B-4. I deleted an event on my calendar yet it still shows up on the attendee’s calendar.
4B-5. I created an event on my calendar yet it does not show up on my online or synced calendar.

4C. Challenges with Browser

4C-1. I cannot connect to the internet.
4C-2. Internet connection is very slow, including loading and browsing.
4C-3. Websites are unable to load.
4C-4. It will not auto fill my information on the web.
4C-5. When browsing, the browser either freezes or shuts down.

4D. Challenges with Contacts

4D-1. I placed a call and cannot find record of the call or am missing information.
4D-2. I am having trouble deleting a contact.
4D-3. I have multiples of the same contact.
4D-4. I am having trouble syncing my contacts with my online accounts.
4D-5. I synced my device yet don’t see the contact that I added.
4D-6. I synced my device yet the contact information is incomplete.

4E. Challenges with Messaging

4E-1. I can’t send a text message (SMS or MMS).
4E-2. I can’t receive a text message (SMS or MMS).
4E-3. I can’t delete text messages.

4F. Challenges with Emails

4F-1. I am having trouble setting up my email account.
4F-2. I cannot receive emails to my account.
4F-3. I cannot send emails from my account.
4F-4. I cannot see attachments in the emails that I receive.
4F-5. I cannot delete emails.

5. Photo and Video

5A. I cannot transfer photos and videos.
5B. My photos and videos look too dark.
5C. My photos and videos look too bright.
5D. My photos and videos are blurry.
5E. I am unable to view my photos and videos.
5F. My camera flash is malfunctioning.

6. Software

6A. A 3rd party application that I downloaded is giving me trouble.
6B. A google application that I downloaded is giving me trouble.
6C. I am not able to install my phone’s software or firmware.
6D. I am not able to install my phone’s software or firmware over the air (OTA).
6E. I downloaded my device’s software update yet cannot install it.

7. Transferring Data

7A. I am having trouble transferring data between two devices using Kies.
7B I am having trouble transferring data using smart switch.

 


1A-1. The device’s screen is lit yet blank or is missing a pixel of color.

Device is lit yet blank

  • The device may be in need of a charge in order to turn on properly.

Missing pixel of color

  • The pixel may not be dead, only stuck.

Suggestions: 

  • Remove any 3rd party applications that may be causing the phone to not operate correctly.
  • If the issue is only while a specific application is running then uninstall the app.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.

 


Generic Troubleshooting1A-2. The screen is cracked or has bleeding lines on it.

This is likely due to physical or water damage.

Suggestions:

A device’s physical damage needs to be repaired by the phone’s manufacturer. Please contact them to replace the screen.

 

 


 1A-3. The device is frozen or not responding to touch.

Suggestions:

  • Wet hands or a screen protector may prevent the touch sensitivity to work properly.
    • Dry your hands, remove the screen protector or wipe down the screen.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • Remove any 3rd party applications that may be causing the phone to not operate correctly.
  • If the issue is only when specific application is running, then uninstall the app.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • If all else fails, try a factory reset. (Warning: This will delete all the phone’s content and data and there is no going back after the reset.)
    • Go to your devices troubleshooting page on Mr Aberthon and learn how to do a factory reset.

 


1B-1. My device is warm to the touch, is it dangerous?

Suggestions:

It is normal for the phone to be warm when in use for a while. If it is getting excessively hot and you cannot keep it against your skin, turn it off and send it in to the company’s manufacturer for an evaluation.

 


1B-2. The device’s buttons are unresponsive.

The mobile is frozen and not responding.

Suggestions:

  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • Remove any 3rd party applications that may be causing the phone to not operate correctly.
  • If the issue is only when specific application is running, then uninstall the app.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.

 


1B-3. There are missing keys or buttons on my device.

This is likely due to physical or water damage.

Suggestions:

A device’s physical damage needs to be repaired by the phone’s manufacturer. Please contact them for repairs.

 


1B-4. How do I know if my phone is water damaged?

There is a Liquid Damage Indicator located on the battery door as well as on the battery itself. Check it to see if the colors seem to have bled or been damaged by water.

Generic Troubleshooting

 


1C-1. My device won’t charge.

Suggestions:

  • The battery or charger used with the device is faulty or not approved by the manufacturer.
    • Use a second charger or battery to see if it solves the problem. If it now works, you will need to switch over to using the new one.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.


1C-2. The device’s connector is damaged and malfunctioning.

Suggestions:

Your options are either to buy a new replacement phone or to send it in for repairs at the company’s manufacturer. At times, buying an entirely new device may be more cost friendly.

 


 1D-1. The microphone isn’t working.

Suggestions:

  • To find out if the headset isn’t working, replace it and test it out.
    • If this is the case, start using a functioning headset.
  • Take a sample video and play it back to see if it is indeed working.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • If all else fails, try a factory reset. (Warning: This will delete all the phone’s content and data and there is no going back after the reset.)
    • Go to your devices troubleshooting page on Mr Aberthon and learn how to do a factory reset.

 


1D-2.  My phone’s speaker is not working whether for a phone call or to play music and videos. Help?

Suggestions:

  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • Remove any 3rd party applications that may be causing the phone to not operate correctly.

Test headset:

  • The headset being used may be malfunctioning.
    • Remove or replace it to see if the phone’s speakers do indeed work. If this is the case, start using a functioning headset or you may choose to not use one at all.

Test earpiece:

  • Place a test call and listen for sound from the other end.

Test external speaker:

  • Taking a short video and playing it back to yourself to see if the speaker is functioning.

If all else fails:

  • If all else fails, try a factory reset. (Warning: This will delete all the phone’s content and data and there is no going back after the reset.)
    • Go to your devices troubleshooting page on Mr Aberthon and learn how to do a factory reset.

 


1D-3. My headset is not functioning properly. What can be the problem?

Suggestions:

  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • The headset may not be connected properly to the phone.
    • Reconnect the headset to the device without any intervening items such as a phone case.
  • The headset may not be approved to use on Samsung devices.
    • Buy a Samsung approved headset.

 


1E-1. The camera lens is cracked or foggy.

This is likely due to physical or water damage.

Suggestions:

  • A device’s physical damage needs to be repaired by the phone’s manufacturer. Please contact them for repairs.

 


1E-2. The pictures I take seem foggy, blurred or with colored spots.

Suggestions:

  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • The device’s lens may be dirty.
    • Clean the camera lens with a clean and dry cloth.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • Learn more about the proper settings needed for optimal clarity pictures such as a proper light source and ISO settings.
  • Reset the camera application.

 


1E-3. The camera app keeps failing or the camera isn’t working.

Suggestions:

  • The software of the app is need of an update.
    • Update any available software.
  • Too many applications running at once may cause the phone to freeze.
    • Close open applications.
  • Restart the App.
  • The MicroSD card connected to the phone isn’t properly communicating with the app and is therefore not able to store the pictures.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • Remove any 3rd party applications that may be causing the phone to not operate correctly.
  • There is not enough RAM memory on the phone to store the picture.
    • In most devices, hold down the home key, open task manager, and swipe to see RAM space. If running out of space, press clear open applications.
    • Go to your devices troubleshooting page on Mr Aberthon to learn specifics.
  • There is not enough internal memory to fulfill the action.
    • If the internal memory is full, empty some of it by removing widgets, live wallpapers and the like.
  • The phone’s hardware isn’t functioning properly.
  • The device has been rooted and the operating system has been altered. Reinstall the android operating system.

 

 


1F-1. What do I do if the battery is draining very quickly?

There are multiple reasons why it may be losing power.

Suggestions:

  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • The charger being used is not supported by the phone’s manufacturer.
    • Always use a manufacturer approved charger and battery.
  • The charger or battery may need to be replaced.
  • Charge the device from a wall charger.
    • Charging from the wall will do a better job then from a computer.
  • The phone is doing too many multiple things at once, such as downloading or streaming music or videos and the like.
  • Wi-Fi, GPS or Bluetooth are turned on.
    • They each use a lot of battery. Turn off whatever is not being currently used.
  • You are in a location that the signal has a hard time reaching.
    • Check the phone’s signal to measure its strength. If it is weak, it may be using more energy to connect to the signal.
  • The device is being heavily used for internet, messaging, pictures and calls.
  • Extreme temperatures may be affecting your phone’s performance.
  • Update your device’s software.
  • Update all current applications.
    • This is usually done by pressing: Apps -> Play Store -> Menu -> My apps -> Update all.

 


1F-2. How do I know if my battery is swelling?

If the back door does not close properly, yet the battery is inserted correctly, then the battery is likely swollen.

Suggestion:

Do NOT operate a phone with a swelling or leaking battery.

  • The device probably contained some physical or water damage. Contact the company’s manufacturer.

 


1F-3. The device is constantly rebooting or not responding to the press of the power key.

Suggestions:

  • It may be a temporary device issue.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • Update your device’s software.
  • Check your internet connection if you are accessing an app that works via the internet.
    • Your device is connected to the web and is working on uploading a page. Slow or weak connection may seem like it is not responding.
  • The charger being used is not supported by the phone’s manufacturer.
    • Always use a manufacturer approved charger and battery.
  • There is not enough RAM memory on the phone to store the picture.
    • In most devices, hold down the home key, open task manager, and swipe to see RAM space. If running out of space, press clear open applications.
    • Go to your devices troubleshooting page on Mr Aberthon to learn specifics.
  • There is not enough internal memory to fulfill the action.
    • If the internal memory is full, empty some of it by removing widgets, live wallpapers and the like.
  • Remove any 3rd party applications that may be causing the phone to not operate correctly.
  • The device has been rooted and the operating system has been altered. Reinstall the android operating system.
  • While the device is on, remove the battery for 30 seconds and restart it once more.

 


1G-1. I have a MicroSD card but cannot access the files or content on it.

Suggestions:

  • It may be a temporary device issue.
  • The SD card being used is not supported by the manufacturer.
    • Always use manufacturer approved add-ons such as SD cards, charging cables etc.
    • Look up which Micro-SD cards are compatible with your device.
  • The files were deleted or are not compatible with the phone so therefore cannot be seen.
    • If the files were deleted, then there no way to recover them unless they are backed up elsewhere.
  • The files are already open in another application.
    • Close all applications that may already be accessing the file and try to open it again.
  • Physical or water damage to the phone or MicroSD slot or card.
  • The content may have become corrupt or the MicroSD was not formatted before its initial use.
  • The files are restricted and therefore cannot be open in this fashion.
  • Each phone supports the viewing of different files, find out which your phone does and does not support.
  • While the device is on, remove the battery for 30 seconds and restart it once more.

 


1G-2. My phone does not recognize the MicroSD card.

Suggestions:

  • It may be a temporary issue.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • The MicroSD card may be unsupported or not place correctly.
  • Ensure that the card was formatted and then installed correctly on the device.
  • The card may be corrupted or the slot may be damaged.
    • Try a second MicroSD card to find out if the card, slot or phone are causing the trouble.

 


1G-3. Why does my phone not let me unmount my MicroSD card.

In all likelihood, the SD card is currently being used by another application.

  • Press the home button for a second or two until the Task Manager opens. Press end all to close the current applications.
  • Try to unmount it again by pressing: Menu -> Settings -> More -> Storage -> Unmount SD Card.

 


1G-4. I cannot format my MicroSD card.

Suggestions:

  • It may be a temporary issue.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • The MicroSD card may be unsupported or not place correctly.
  • The card may be corrupted or the phone or slot may be damaged.
    • Try a second MicroSD card to find out if the card, slot or phone are causing the trouble.
  • The card may be write protected.
    • To undo this, place the card back into the original device in which it was write protected and un-protect. There is no other way to fix this issue.
  • Ensure that the card was formatted and then installed correctly on the device.

 


1G-5. The phone is telling me that the memory is full. What can I do to help it?

Suggestions:

  • It may be a temporary issue.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • The internal memory may be full.
    • If the internal memory is full, empty some of it by removing widgets, live wallpapers and the like.
  • There is not enough RAM memory on the phone to store the picture.
    • In most devices, hold down the home key, open task manager, and swipe to see RAM space. If running out of space, press clear open applications.
    • Go to your devices troubleshooting page on Mr Aberthon to learn specifics.
  • The MicroSD card may be unsupported or not place correctly.
  • The card may be corrupted or the phone or slot may be damaged.
    • Try a second MicroSD card to find out if the card, slot or phone are causing the trouble.

 


1H-1. My phone has no signal or service. My device has weak signal or service (one to two bars).

Suggestions:

  • Ensure that the account is properly set up.
    • Place a test call or send a test text to see if your service is active.
  • Recently changed carriers.
    • Call the new service to get the proper information needed to connect the phone to the service.
  • Trouble only in a specific area.
    • There may be a network outage or inconsistent network connection.
  • Roaming.
    • Travelling out of the network is considered roaming and may weaken the signal.
  • Hard to reach location.
    • Signal may be affected by your location, the weather etc.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • SIM card not working.
    • Ensure that the SIM card is properly inserted and is compatible with the device.
  • Update your devices software.
  • Remove any 3rd party applications, phone case or phone covers that may be causing the phone to not operate correctly.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • Test the phone.
    • Place a test call and see if it goes through.
  • Contact service provider for further assistance.

 


1H-2. I can receive incoming calls, but cannot place an outgoing one.

Suggestions:

Do the suggestions above for the post labelled: “1H-1. My phone has no signal or service. My device has weak signal or service (one to two bars).”

If those tips fail, then try the following:

  • Ensure that all calls in general or to specific phone number are not restricted or barred.
  • Ensure that you have good signal (2-3 bars at minimum).
  • If you are getting a message each time you try to place a call, take note of it and call your service provider for further assistance (from  a working phone).

 


1H-3. I can place outgoing calls but cannot receive one.

Suggestions:

Do the suggestions above for the post labelled: “1H-1. My phone has no signal or service. My device has weak signal or service (one to two bars).”

If those tips fail, then try the following:

  • Ensure that all calls in general or to specific phone number are not restricted or barred.
  • Ensure that you have good signal (2-3 bars at minimum).
  • Turn off Airplane mode.
  • If you are getting a message each time you try to place a call, take note of it and call your service provider for further assistance (from  a working phone).

 


1H-4. Calls are being dropped.

Suggestions:

Do the above troubleshooting suggestions for the post labelled: “1H-1. My phone has no signal or service. My device has weak signal or service (one to two bars).”

If those tips fail, consider the following:

  • Ensure that all calls in general or to specific phone number are not restricted or barred.
  • Ensure that you have good signal (2-3 bars at minimum).
  • Spotty network connection.
    • Check the cell phone coverage in the area you are currently in.
  • The signal towers may be far apart from each other such as in a desolate area.
    • Therefore, there is only partial service available. When travelling, you may be switching between towers and be dropping calls as a result.
  • Popular time for phone users.
    • The signal towers may be overloaded.
  • Some services will drop any call after 4 hours to help you avoid extra fees from pocket dialing.
    • Signal may be affected by your location, such as being underground, in a hilly area, bad weather etc. 
  • If 4G network is unavailable, try switching your phone to 2G/3G for the time being.

 


2A-1. I am receiving an error and cannot connect to mobile data.

My phone is giving me an error message such as: “Cannot connect to the internet”, “Unable to connect”, “No network connection” or “Web page not available”.

Suggestions:

  • Recently changed carriers.
    • Call your service provider for help connecting properly to their service.
  • Ensure that the account is properly set up.
    • Double check that your account was set up by the provider and includes data.
  • Trouble only in a specific area.
    • There may be a network outage or inconsistent network connection. Check the cell phone coverage in the area you are currently in.
  • There may have been physical or water damage to the phone or MicroSD card or slot.
    • Contact the device’s manufacturer for repairs.
  • Disconnect from Wi-Fi.
    • Your phone will not connect to the service if it is connected via Wi-Fi. 
  • Update your device’s software.
  • Turn off Airplane mode.
  • If the device is rooted, unlocked or not compatible with your provider then it won’t work properly.
    • You will need to enter the correct APN settings to properly set up the phone. Your service provider can help you with that.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • Test the phone.
    • Attempt to connect to the internet and see if it goes through.

 


2A-2. I cannot sync my data although I am able to connect to the internet.

Suggestions:

  • Sync may be turned off or not applied to your (Email, Facebook etc) account.
  • Turn off Airplane mode.
  • Trouble only in a specific area.
    • There may be a network outage or inconsistent network connection.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • Update your devices software.
  • Ensure that you have good signal (2-3 bars at minimum).
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • Recently changed carriers.
    • Call the new service to get the proper information needed to connect the phone to the service.
  • Ensure that the account is properly set up and that you have the applicable data plan to you.
    • Place a test call or try to connect to the internet via mobile data to confirm this (Apps -> internet). If you are having issues, contact your service provider to ensure that you are properly connected to your account.
  • Test the phone.
    • Place a test call to a second number and see if it goes through.
  • SIM card not working.
    • Ensure that the SIM card is properly inserted and is compatible with the device.

 


2A-3. Mobile data is taking a long time to load.

Suggestions:

  • Trouble only in a specific area.
    • There may be a network outage or inconsistent network connection. Contact your service provider to check your internet coverage in that specific area.
  • Network is overloaded with people signing in.
    • Too many people using one service may result in a slower speed due to the overload of bandwidth.
  • Signal is weak.
  • You may have reached your data limit for your plan.
    • Check your data limit. If you are above it, your carrier may slow down your internet speed.
  • Update your devices software.
  • Many applications working behind the scenes.
  • Check your internet cache if it is full or currupted.
    • Try clearning RAM and internet cache. Find out how to do it on your specific device by reading up the devices troubleshooting in Mr Aberthon’s troubleshooting section.
  • Ensure that the account is properly set up and that you have the applicable data plan to you.
    • Place a test call or try to connect to the internet via mobile data to confirm this (Apps -> internet). If you are having issues and cannot connect at all, contact your service provider to ensure that you are properly connected to your account.
  • Ensure that you have good signal (2-3 bars at minimum).
  • Restart the phone to reconnect to mobile data.
    • While the device is on, remove the battery for 30 seconds and restart it once more.

 


2A-4. Trouble connecting via USB.

Suggestions:

  • Check that your plan supports being connected via USB.
  • Install the applicable USB tethering drivers.
    • Check out your manufacturer’s available drivers.
  • Turn on tethering via USB.
  • Ensure that the account is properly set up and that you have the applicable plan to you.
    • Most carriers will have you add the hotspot option to your plan for you to have the option to use it.
  • Try a new computer or USB tethering cable

To learn how to give your computer data from your device’s hotspot, read up your device in Mr Aberthon’s troubleshooting section.

 


2B-1. I can’t turn on a mobile hotspot.

Suggestions:

  • Ensure that the account is properly set up and that you have the applicable plan to you.
    • Most carriers will have you add the hotspot option to your plan for you to have the option to use it.
  • Ensure that you have a data plan.
    • If it has never worked, contact your service provider for help setting it up.
  • Turn off Airplane mode.
  • Mobile Data may be turned off or you are out of the country and it is disabled while roaming.
    • See your devices individual directions by accessing Mr Aberthon’s troubleshooting section.
  • Update your device’s software.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • If all else fails, try a factory reset. (Warning: This will delete all the phone’s content and data and there is no going back after the reset.)

    • Go to your devices troubleshooting page on Mr Aberthon and learn how to do a factory reset.

 


2B-2. I can’t connect to hotspots.

Suggestions:

  • The password may be incorrect.
  • Ensure that your device is in range of the hotspot.
  • You may have reached the limit on how many devices can be connected to one hotspot.
    • Most hotspots are limited to 10 devices.
  • Not every device is able to connect to a hotspot.
  • Ensure that the account is properly set up and that you have the applicable plan to you.
    • Most carriers will have you add the hotspot option to your plan for you to have the option to use it.

(Rarely other electronic devices may interfere with the hotspot. If this is so, change the frequency of your hotspot to ‘1’ or ‘2’ instead of ‘Auto’ to avoid the other devices.)

 


2B-3. I can connect to the hotspot but not to the internet.

Suggestions:

  • Connect your device to mobile data.
  • Ensure that the account is properly set up and that you have the applicable plan to you.
    • Most carriers will have you add the hotspot option to your plan for you to have the option to use it.
  •  Ensure that the hotspot is in range of your device.
  • To check if your hotspot is able to connect to the internet:
    • Try to use the internet by tapping Apps -> Internet. If this fails, search what to do if your phone does not connect to the internet.
    • If you can connect to the internet but not via the hotspot, restart both devices and try again. Anti Virus programs on a computer may block the internet use as well.

 


2C-1. I am unable to connect to GPS on my mobile phone.

Suggestions:

  • Turn on location settings (this is a generic troubleshoot, so these directions may need adjustment based on the device):
    • Menu -> Settings -> More -> Location Services -> Move to slider to turn on Access to my location.
    • Check off GPS Satellite.
    • Check off “Use Wireless Networks”
    • Apps -> Google Settings -> Locations -> Check off Access Location
  • Try to connect to GPS again by opening google maps and seeing if it knows your location (it will mark it off with a blue arrow)
  • Make sure you are visible to the GPS Satellites and are outdoors under the sun.
    • Being indoors, under a canopy or roof may affect your GPS connectivity.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • Update your device’s software.
  • Update your maps software.
  • While the phone is on, remove the battery for 30 seconds, restart and see if the problem is resolved.

 


2C-2. S Beam/NFC does not connect properly.

You are trying to connect to another device to share data but it does not work.

Connect both phones to S Beam/NFC.

  1. Enable S Beam in both devices.
  2. Open that which you’d like to share (such as a picture or video).
  3. Place both phones back to back while being unlocked.
  4. Press Touch to Beam on the phone which is currently holding the data to start the process.
  5. Separate the two devices when prompted and the files shall transfer over to the second device.
  6. The files will be shown on device 2’s screen when it has successfully been transferred.

(Some items will transfer quickly while larger ones may take more time.)

Other Suggestions:

  • The devices must be unlocked for S Beam/NFC to work.
  • Use only Samsung accessories and batteries.
    • 3rd party add ons may interfere with the phones functionality.
  •  Make sure no items are copyrighted and that they are indeed stored on the phone (and not online).
  • Update your device’s software.
  •  Place both phones near each other in the correct position for S Beam/NFC.

 


2C-3. The computer does not recognize my device as a mass storage.

Suggestions:

  • Use only a Samsung USB and phone case.
    • 3rd party add ons may interfere with the phones functionality. 
    • Large or incorrectly sized phone cases may interfere with the connectivity.
  • Connect it directly into the computer and not via a hub.
  • The USB software must be installed.
  • In the settings of the device, set the USB as a Media Device (MTP).
  • If the USB is defective, replace it with a functioning one.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • Ensure that your phone is not being blocked by an Anti Virus program on the computer.
    • You may need to temporarily disable the program.
  • Try Again.
    • Disconnect both devices, restart them, connect them directly to one another and retry.

 


2D-1. I am unable to pair my devices via bluetooth.

Suggestions:

  • Update your device’s software.
  • The devices are too far apart.
    • The bluetooth devices need to be within 33 feet or 10 meters from one another.
  • Bluetooth must be enabled in both devices.
    • To learn how to enable bluetooth, view Mr Aberthon’s page on troubleshooting your specific device.
  • Ensure the password entered to pair the devices is correct.
  • Put the devices in Pairing Mode.
  • Not every device can connect via Bluetooth.
    • Double check that yours is compatible.
  • While the phone is on, remove the battery for 30 seconds, restart and see if the problem is resolved.

 


2D-2. The devices are paired but cannot share files.

Error message: Paired but cannot connect.

Suggestions:

  • Update your device’s software.
  • Ensure that both devices are paired and connected properly.
    • To learn how to connect devices, view Mr Aberthon’s page on troubleshooting your specific device.
  • Until a transfer has been started, the two devices won’t fully connect.
  • Too many devices may be trying to connect.
    • Unpair all but one devices. Too many devices can prevent it from working properly.
  • While the phone is on, remove the battery for 30 seconds, restart and see if the problem is resolved.

 


2D-3. Trouble with Bluetooth audio or microphone.

Suggestions:

  • Update your device’s software.
  • The devices are too far apart.
    • The bluetooth devices need to be within 33 feet or 10 meters from one another.
  • Turn up the volume on your mobile device as well as bluetooth device.
    • Some devices have separate sections for each time of volume control, ensure that bluetooth’s volume is turned up.
    • Turn up the audio on the bluetooth device as well.
  •  Bluetooth must be enabled.
    • To learn how to enable Bluetooth, view Mr Aberthon’s page on troubleshooting your specific device.
  • Check that your device is compatible to connect to audio via Bluetooth.
  • Ensure that the device wasn’t muted during the call as well as that you are not recording audio from the phones microphone.
    • Press the Mute icon to un-mute the phone.
  • Your device may be set to hear audio through its own speakers or earpiece.
    • Near the devices name, press the settings icon.
    • Check off all the boxes that apply to turn on the settings, such as call audio or media audio.
    • It is possible to switch the audio from the bluetooth headset to the devices speakers during a call. If you press Headset or Speaker as the phone call is running, you will be switching to that of the two.
    • While playing music, you may switch as well from the headset to phone’s speakers by pressing Menu -> Via device or bluetooth.
  • While the phone is on, remove the battery for 30 seconds, restart and see if the problem is resolved.

 


2E-1. I am unable to connect my device to Wi-Fi.

Suggestions:

  • The device may be too far from the Wi-Fi network.
    • Therefore the signal may be too weak to connect to. Check how many blue bars are seen on your device as a measurement of how well it is connecting to the Wi-Fi signal.
  • The password entered is incorrect.
  • Ensure that the internet router is functioning properly.
    • It may be experiencing a temporary outage.
  • While the phone is on, remove the battery for 30 seconds, restart and see if the problem is resolved.
  • Update your device’s software.
  • Ensure that the router is not MAC filtered.
    • It may be preventing devices from connecting.
  • Disconnect the network and then reconnect.
    • Open the Wi-Fi that you are connected to and press ‘Forget Network’. Then reconnect and type in the password once more.
  • Disconnect the router from 10-15 seconds and then reconnect.
  • Test
    • Using another device, try to connect to the Wi-Fi. If this fails, then the Wi-Fi router is faulty. If it succeeds, then perhaps the MAC filter is on, or its the device having a hard time connecting for the reasons mentioned above. 

 


2E-2. I am able to connect my device to Wi-Fi yet the internet does not work.

Suggestions:

  • The device may be too far from the Wi-Fi network.
    • The signal may be too weak to connect. Check how many blue bars are seen on your device as a measurement of how well it is connecting to the Wi-Fi signal.
  • The Wi-Fi router may not be fully connected to the network or modem.
    • It may need to be plugged in, or reconnected to the internet. Ensure that the necessary lights and lit up. If in need of assistance, contact your internet provider.
  • The router may be having a temporary issue.
  • The internet service may be having a temporary issue.
  • It may be necessary to log in via a browser.
    • When connecting in to a public Wi-Fi system, it may be necessary to open a new browser and log in to the service that will come up.
  • While the device is on, remove the battery for 30 seconds, restart and see if the problem is resolved.
  • Test
    • Try to connect to the same Wi-Fi via a different device. This will tell you which is causing the issue, the device or the Wi-Fi.
  • Disconnect the Wi-Fi router and then reconnect.
    • Disconnect the Wi-Fi router for 10-15 seconds.
    • Reconnect the router and try again.

 


2E-3. I’m having trouble with the auto-connecting to Wi-Fi.

  • The Wi-Fi account is hidden.
  • The Wi-Fi is not broadcasting a SSID.

Suggestions:

Ensure that the Wi-Fi is visible and broadcasting its SSID. If you need help rectifying this, contact your internet service provider.

 


2E-4. The speed of my internet is slow or inconsistent and/or having a weak signal.

Suggestions:

  • The device may be too far from the Wi-Fi network.
    • The signal may be too weak to connect. Check how many blue bars are seen on your device as a measurement of how well it is connecting to the Wi-Fi signal. Stay within 100 feet of the router, yet the closer you get the stronger it will be.
  • The mobile may be low on internal storage or RAM or there may be too many apps running.
    • To learn how to clear your RAM or internal storage, read Mr Aberthon’s troubleshooting article on your specific device.
  • Other devices may be slowing down the speed.
    • Change the channel through which the Wi-Fi signal is sending out to avoid other such networks and their devices.
  • A phone case or other such items may be blocking the signal from reaching the phone.
  • The router may be having a temporary issue.
  • Update your device’s software.
  • Update your routers software.
    • Rebooting your device may help to reset the signal.
  • 3rd party applications may be running in the background and using up the data.
    • Hold the home key and swipe left/right to clear each app that are currently running.

 


3A-1. Why am I unable to unlock my device using face, voice, pattern, pin and/or password unlock?

Face unlock issues:

  • The lighting needs to be average. Too sunny or too dim can prevent it from working.
  • Be sure to hold the device at the proper eye level and the place your face in the correct area as prompted.
  • Presence check may be enabled and require you to blink to activate the unlock. This feature may not be available on all devices.
    • This is a safety feature to make sure that the owner is trying to unlock versus someone using a photo of the phone owner.
      • To enable this feature on an average compatible device: Menu -> Settings -> My Device -> Lock Screen -> Presence Check.
  • Wearing different glasses or the like.
  • The front facing camera is blocked by a case, cover or is dirty.
  • If you exceed the total amount of tries allowed, use a different form of unlocked to enter, such as a PIN, pattern or password.

Face and voice unlock issues: (See above instructions for the “Face unlock issues”. Read on for further instructions relevant to face and voice.)

  • The microphone sound is being blocked.
  • The voice levels are fluctuating in distance from the microphone, or one is speaking too softly, unclearly or close to the mike.
    • Keep a consistent pitch when recording the command and speak 3-5 sylables. Hold the phone 11″-20″ or 3o-50cm away from yourself and speak clearly.
  • Another noise is distracting the phone’s ability to notice yours.

Pattern unlock issues:

  • The pattern was not drawn correctly or was forgotten.
    • Connect a minimum of 4 dots.
  • The screen was too dirty to pick up the finger motion swipe.
  • Something is interfering with your ability to swipe the pattern – be it a glove, or phone case.

PIN unlock issues:

  • The PIN was not typed correctly or was forgotten.
    • Type a minimum of 4 numbers and then touch Done.

Password unlock issues:

  • The password was not typed correctly or the PIN was forgotten.
    • A password requires a minimum of 4 letters and a PIN requires a minimum of 4 numbers.
  • Check if Capslock is turned on or off.
  • Swype may be wrongly predicting your password.
    • Type it in on your own and don’t rely on Swype.

If you require additional assistance, please contact your mobile service provider.

 


3A-2. I am unable to unlock my device to another network.

I am trying to change from one network provider to another, yet am having trouble.

Network Lock / NCK / Subsity unlock are preventing me from unlocking my device OR I’m being asked for an unlock code OR the unlock code causes a ‘Phone Freeze’ Message.

  • The code or its sequence was not written correctly.
  • The code must be requested from the service provider.
    • This code is a feature set to prevent the phone being unlocked without the  permission of the service provider. They place the code on the mobile before sale. Contact them for the 8 digit code.

The phone may become locked for the service provider to unlock if too many attempts are made. Follow these instructions to do it properly:

  • Turn off Wi-Fi
  • Turn off the mobile phone and remove the SIM card.
  • Place the new SIM card into the phone and then turn it on.
  • It will prompt you to enter the 8 digit code, and will confirm its success with ‘code accepted’ or ‘network lock successful’.
  • If you are not prompted automatically, do so manually.
    • Phone -> Keypad -> Enter #7465625*638*# -> prompted to enter code and enter it -> confirmation.

 


3A-3. I am unable to unlock my SIM card.

My phone asks me for a PIN (personal identification number) code or PUK (pin unlock code).

Suggestions:

  • The wrong code was entered.
  • The wrong code was entered multiple times.
    • If the device is now completely locked due to failed attempts at entering, you will need the PUK code to re-enter the device.
  • Phone damage.
    • Ensure that there was no water or other damage to the SIM by turning off the phone, and then checking out the SIM card.
  • Enter the PIN.
  • If you need to reset your PIN or to disable it, do the following:
    • Open the Security section of your device -> Press ‘set up SIM card lock’.
    • Open the Security section of your device -> Press ‘change SIM PIN’ or uncheck the ‘Lock SIM card’. You will need to enter your PIN to make changes.

Contact your service provider for more help.

 


3B-1. Air gestures is not functioning.

Quick glance, Air jump, Air Browse, Air Move and /or Air Call-Accept is not functioning.

*Not all phones are compatible with air gestures.

Suggestions:

  • Ensure that air gesture is enabled.
    • It must be in the ‘ON’ position.
    • To access specific gestures, press Air Gesture and slide each option desired to the ON position.
    • To try out or view the gesture being done, press TRY IT.
    • When air gesture is available on each specific app, a icon will appear to the top of the screen showing which gestures are applicable.
  • Be clear, smooth and accurate with each gesture.
  • Update your phones software.
  • Air gesture was not done properly.
    • Being too close or far from the sensor can cause malfunctioning.
  • Application isn’t compatible with air gesture or the device.
  • A 3rd party phone case or other such items may be blocking the sensor.
  • 3rd party task killer may be disabling the air gesture ability.
  • Disable talkback.
    • Talkback and Air gesture cannot be working simultaneously.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • Lighting is too dim.
  • The phone is sold with a protective plastic cover, ensure that it was removed.

 


3B-2. Air view is not functioning.

*Not all phones are compatible with air view.

Suggestions:

  • Ensure that air view is enabled as well as its desired features.
    • To try out or view the gesture being done, press TRY IT.
  • Update your device’s software.
  • Air gesture was not done properly.
    • Being too close or far from the sensor can cause malfunctioning.
  • Trying to use an application isn’t compatible with air gesture or the device.
  • A 3rd party phone case or other such items may be blocking the sensor.
  • 3rd party task killer may be disabling the air gesture ability.
  • Lighting is too dim.
  • Disable talkback.
    • Talkback and Air gesture cannot be working simultaneously.
  • There may have been water or other damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • The protective plastic cover with which the phone was sold must be removed.

Air view will detect your finger 0.25 inch away from the device. Hover your finger above the screen to use air view.

 


3B-3. Motions are not functioning.

*Not all phones are compatible with motions.

Suggestions:

  • Ensure that motions is enable as well as its desired features.
  • Lighting is too dim and motions can’t pick up the movements.
  • Front camera must be clear and unblocked as well as not in use.
    • Remove anything that may be blocking the camera, such as a phone case.
    • Close all apps that are currently in use by holding down the home button and touching the X or icon of recycling bin.
  • The device may be having trouble ‘seeing’ your face or eyes.
    • Remove glasses or hats.
  • Update your devices software.
  • 3rd party task killer may be disabling the air gesture ability.
  • There may have been water or other damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • The protective plastic cover with which the phone was sold must be removed.

 


3B-4. Smart Screen is not functioning.

*Not all phones are compatible with smart screen.

Suggestions:

  • Ensure that smart screen is enable as well as its desired features.
  • Enable Smart Scroll.
  • Update your devices software.
  • Calibrate gyroscope.
  • Motions are not done properly.
    • Hand must touch screen for palm motions.
  • Trying to use an application isn’t compatible with motions.
  • 3rd party task killer may be disabling the air gesture ability.
  • There may have been water or other damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • The protective plastic cover with which the phone was sold must be removed.

 


3C. Issues using keyboard or swype.

Suggestions:

  • Keyboard must be configured and set as default.
  • Update your device’s software.
  • If using swype, update its software as well.
  • There may have been water or other damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • Disable handwritten function.

 


4A-1. I cannot remove voicemail icon.

Suggestions:

  • Your account must be properly set up and active.
    • If you have never received signal, calls or data, contact your service provider for help setting up your service.
  • Trouble only in a specific area.
    • There may be a network outage or inconsistent network connection. Contact your service provider to check your internet coverage in that specific area.
  • Update your devices software.
  • Try to remove it once more.
    • It is possible that it wasn’t properly removed or it was accessed in an incorrect way.
    • To delete a voicemail: Hold down number 1 as if placing a call -> Listen to the entire message and prompts -> Press number 7 -> After hearing the confirmation, hang up the phone.
  • Use manufacturer approved application to remove a voicemail. 3rd party apps may not work properly.
  • Ensure that your SIM card is properly inserted and functioning.
  • While the device is on, remove the battery for 30 seconds and restart it once more.

 


4A-2. I cannot remove visual voicemail icon.

Suggestions:

  • Visual voicemail as well as service account must be properly set up and active.
    • If you have never received signal, calls or data, contact your service provider for help setting up your service.
  • Trouble only in a specific area.
    • There may be a network outage or inconsistent network connection. Contact your service provider to check your internet coverage in that specific area.
  • Ensure that you have 2-3 bars at minimum of service.
  • Update your devices software.
  • Try to remove voicemails once more.
    • It is possible that it wasn’t properly removed or it was accessed in an incorrect way.
    • To delete a voicemail: Hold down number 1 as if placing a call -> Listen to the entire message and prompts -> Press number 7 -> After hearing the confirmation, hang up the phone.
  • Ensure that your SIM card is properly inserted and functioning.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • See if you have mobile data by trying to connect by opening the internet app.
  • PRL version may need an update.

 


4A-3. Calls are directed to voicemail and don’t ring on my device.

Suggestions:

  • Ensure that the account is properly set up.
    • Place a test call or send a test text to see if your service is active.
  • Recently changed carriers.
    • It is usual for it to take a few days to completely port over a number to a new service.
    • Call the new service to get the proper information needed to connect the phone to the service.
  • Trouble only in a specific area.
    • There may be a network outage or inconsistent network connection.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • Calls or a specific number may be restricted or barred.
  • Turn off Airplane mode.
  • Ensure that your SIM card is properly inserted and functioning.
  • Update the device’s software.
  • Remove any 3rd party applications that may be causing the phone to not operate correctly.
  • Ensure that you have good signal (2-3 bars at minimum).
  • While the device is on, remove the battery for 30 seconds and restart it once more.

 


4B-1. I cannot add an event on my calendar.

Suggestions:

  • It may be a temporary issue.
  • Data connection is necessary to add or delete events.
  • The calendar must be the one displayed in the mobile phone.
    • This is how to do it on some devices: Menu -> Settings -> Calendar -> Display -> Check off which you’d like -> Press done.
  • Ensure that calendar sync is turned on. Not all online accounts will sync.
  • Ensure that the event is being added to the correct calendar, such as the online one or that on the device.
  • There is not enough internal memory to fulfill the action.
    • If the internal memory is full, empty some of it by removing widgets, live wallpapers and the like.
  • The calendar has become corrupted.
  • Use only manufacturer approved applications.
  • While the device is on, remove the battery for 30 seconds and restart it once more.

 


4B-2. I cannot see an event on my calendar.

  • Data connection is necessary.
  • The calendar must be the one displayed in the mobile phone.
    • This is how to do it on some devices: Menu -> Settings -> Calendar -> Display -> Check off which you’d like -> Press done.
  • Ensure that calendar sync is turned on. Not all online accounts will sync.
  • Ensure that the event is being added to the correct calendar, such as the online one or that on the device.
  • The calendar has become corrupted.
  • While the device is on, remove the battery for 30 seconds and restart it once more.

 


4B-3. I cannot remove an event on my calendar.

Suggestions:

Either I cannot delete it from my device and online, or I did one of the above yet it is still showing in the other location.

  • Data connection is necessary.
  • You may have added the event using another application so remove it from the one it was set up.
    • Such as this example: A birthday may automatically be added to your calendar from your contacts. To delete it, you must go to the source of where the calendar found the information.
  • The calendar must be the one displayed in the mobile phone.
    • This is how to do it on some devices: Menu -> Settings -> Calendar -> Display -> Check off which you’d like -> Press done.
  • Ensure that calendar sync is turned on. Not all online accounts will sync.
  • An event can be marked as a repeating event. Make sure to remove all of the future times it will come up.
  • The calendar has become corrupted.

 


4B-4. I deleted an event on my calendar yet it still shows up on the attendee’s calendar.

Suggestions:

  • Data connection is necessary for events to sync.
  • You must be the organizer of the event to make changes or delete it for the others  participating.
    • If you are not the owner, then it will only be deleted from your personal account.
    • The owner will receive notification that you have declined the event.
  • It is possible that the attendee doesn’t have data or her account hasn’t synced yet to get the update.

 


4B-5. I created an event on my calendar yet it does not show up on my online or synced calendar.

Suggestions:

  • Data connection is necessary.
  • The account in which the calendar is located is connected to your device and that its sync is enabled.
  • The event must be added to the correct calendar, such as the online one or that on the device.
  • The calendar has become corrupted.

Note: Not all accounts are able to be synced to the devices calendar.

 


4C-1. I cannot connect to the internet.

Suggestions:

  • Ensure that the account is properly set up.
    • Place a test call or send a test text to see if your service is active. Ensure that you have the correct data plan to access the internet.
  • Trouble only in a specific area.
    • There may be a network outage or inconsistent network connection.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • Turn off Wi-Fi as it may override mobile data.
  • Turn off Airplane mode.
  • You may be Roaming.
    • Travelling out of the network is considered roaming and may weaken the signal.
  • Your mobile data may be turned off.
  • Update your device’s software.
  • The device may be rooted or unlocked. Or the device is not supported by your carrier.
    • Manually enter the APN settings to connect to your service provider. Contact them for the correct details.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • Test the phone by trying to connect to the internet.

 


4C-2. Internet connection is very slow, including loading and browsing.

Suggestions:

  • Trouble only in a specific area.
    • There may be a network outage or inconsistent network connection.
  • Ensure that you have 2-3 bars of Data signal.
  • Turn off Wi-Fi as it may override mobile data.
  • Too many people may be accessing the internet and causing it to slow down.
  • After using up your phone plan’s data, the data speed will be dramatically reduced.
  • The pages you are trying to access may be very heavy and take longer to load.
  • Update your device’s software.
  • Update the browser software.
  • Clear applications running in the background.
    • To learn how to do this on your specific device, read Mr Aberthon’s troubleshooting tutorials.
  • Your devices internet cache is full or may be corrupted.

 


4C-3. Websites are unable to load.

Suggestions:

  • Trouble only in a specific area.
    • There may be a network outage or inconsistent network connection.
  • Too many people may be accessing the internet and causing it to slow down.
  • Ensure that you have 2-3 bars of Data signal.
  • After using up your phone plan’s data, the data speed will be dramatically reduced.
  • You have reach an internet bandwidth limitations.
  • Loading images must be enabled.
    • On some devices, it could be found here: Menu -> Settings -> Bandwidth Management -> Check the box near ‘Load Images’.
  • JavaSript must be enabled.
    • On some devices, it could be found here: Menu -> Settings -> Content Settings -> Check the box near ‘Enable JavaScript’.
  • Pop-ups are being blocked.
    • On some devices, it could be found here:Menu -> Settings -> Content Settings -> Un-check the box near ‘Block Pop-ups’
  • Flash content is not compatible with Chrome and Internet Browser.
  • Test: Try to connect to the same internet page from a computer. This will tell you if its the device or website.

 


4C-4. It will not auto fill my information on the web.

Suggestions:

  • It is an unfamiliar website or a new form.
    • Ensure that data has been filled in online on another occasion.
  • Websites security may be preventing data from being auto filled in.
    • High profile websites may block auto data.
  • Enable ‘Auto-Forms’ and ‘Save Passwords’.
  • It can only auto-fill data online if the data has been entered beforehand in the same web browser.
  • Past web application data has been deleted.

 


4C-5. When browsing, the browser either freezes or shuts down.

Suggestions:

  • The website that you are trying to access is not supported by your mobile.
  • Update your device’s software.
  • Update the browser software.
  • Many applications running in the background may be using up the devices memory.
    • Clear all running applications by holding down the home button and press clear all.
    • See internal memory storage to see if it is full.  If you have run out of space, consider buying a larger SD card and moving items to it. (See Mr Aberthon’s page on troubleshooting your specific device to learn how to view internal memory storage.)
  • Your devices internet cache is full or may be corrupted.
  • There is a JavaScript error on that website.
  • Test:
    • Try to connect to the same internet page from a computer. This will tell you if its the device or website.
  • While the device is on, remove the battery for 30 seconds and restart it once more.

 


4D-1. I placed a call and cannot find record of the call or am missing information.

Suggestions:

  • The service plan must include caller ID.
  • Network trouble.
    • There may be a network outage or inconsistent network connection.
  • Mobile data may be turned turned off on your device, or you are currently roaming and roaming data is disabled.
  • You are connected to a weak Wi-Fi.
    • To turn off the Wi-Fi  to connect via mobile data.
  • Update your device’s software.
  • Your online contacts may not be synced with your devices contacts.
  • Ensure that all the contacts details necessary are filled out.
    • An incomplete contact saved will result in incomplete information being showed.
  • There are multiples of the same contact saved, some with more information then the other. The lesser one may be showing up.

 


4D-2. I am having trouble deleting a contact.

Suggestions:

  • Network trouble.
    • There may be a network outage or inconsistent network connection.
  • Mobile data may be turned turned off on your device, or you are currently roaming and roaming data is disabled.
  • You are connected to a weak Wi-Fi.
    • Turn off Wi-Fi to connect via Mobile Data.
  • Update your devices software.
  • Ensure that the contact was removed both online and on your device. Otherwise when it syncs next, it may add it back once again.

 


4D-3. I have multiples of the same contact.

Suggestions:

  • Update your device’s software.
  • Online contact syncing must be enabled.
  • Each version of the contact may have different information filled in, so all are being brought up.
  • Open one of the multiples and edit the contact name to match the others. While you are doing so, the device may  automatically suggest to merge the two.
  • The contact information is not complete.
  • To merge contacts:
    • Press Apps -> Contacts OR touch contacts which is located on the lower tray by default, to find multiple contacts to merge together.

 


4D-4. I am having trouble syncing my contacts with my online accounts.

Suggestions:

  • Ensure you have the correct data plan under your service provider.
  • Network trouble.
    • There may be a network outage or inconsistent network connection.
  • Mobile data may be turned turned off on your device, or you are currently roaming and roaming data is disabled.
  • You are connected to a weak Wi-Fi.
    • Turn off Wi-Fi to connect via Mobile Data.
  • Update your devices software.
  • Online contact syncing must be enabled
  • Temporary issue with the account server.
    • Syncing is failing when you try it. Wait 30 minutes to repair itself and try again.

 


4D-5. I synced my device yet don’t see the contact that I added.

Suggestions:

  • Ensure you have the correct data plan under your service provider.
  • Network trouble.
    • There may be a network outage or inconsistent network connection.
  • Mobile data may be turned turned off on your device, or you are currently roaming and roaming data is disabled.
  • You are connected to a weak Wi-Fi.
    • Turn off Wi-Fi to connect via Mobile Data.
  • Update your devices software.
  • Online contact syncing must be enabled.
  • The contact information is not complete.
  • Your device has two or more versions of the contact.
  • The display option of which contacts to show is under a different account name.
    • Apps -> Contacts-> Menu -> Contacts to Display.

 

 


4D-6. I synced my device yet the contact information is incomplete.

Suggestions:

  • Ensure you have the correct data plan under your service provider.
  • Network trouble.
    • There may be a network outage or inconsistent network connection.
  • Mobile data may be turned turned off on your device, or you are currently roaming and roaming data is disabled.
  • You are connected to a weak Wi-Fi.
    • Turn off Wi-Fi to connect via Mobile Data.
  • Update your devices software.
  • Online contact syncing must be enabled.
  • The contact information is not complete.
  • Your device has two or more versions of the contact.

 


4E-1. I can’t send a text message (SMS or MMS).

SMS:

  • Ensure you have the correct plan from your service provider.
  • Unable to connect to service or receive a signal.
    • Ensure that you have a minimum of 2-3 bars of service.
  • Network trouble.
    • There may be a network outage or inconsistent network connection.
  • Airplane mode must be turned off.
  • Using a 3rd party application may cause issues.
  • Ensure that the correct SIM is inserted and not damaged.
  • Update preferred roaming list while roaming.
    • Dial *228 and follow the voice prompts to update the preferred roaming list (PRL).
  • Update the devices software.
  • It is possible that the number for the message center has been removed in the messaging settings. Ensure that it is still there.
  • There may have been physical or water damage to the phone.
    • Contact the device’s manufacturer for repairs.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • Test – sent a text message to your phone number including a (1-xxx)-xxx-xxxx.
    • When long distance, you may need to add the +1 and area code to send a text or place a call.
  • When switched phone services from Apple to Samsung, you may need to log out of iMessage.

 

MMS:

Try all of the above SMS suggestions, and if those fail, do the following:

  • Disable any blocking features and ensure that there are no account restrictions (such as parental controls).
  • Mobile data must be enabled and available.
  • The device may be rooted or unlocked. Or it may not be supported by your carrier.
    • Manually enter the APN settings to connect to your service provider. Contact them for the correct details.

 


4E-2. I can’t receive a text message (SMS or MMS).

Suggestions:

  • Ensure you have the correct plan from your service provider.
  • Unable to connect to service or receive a signal.
    • Ensure that you have a minimum of 2-3 bars of service.
  • Disable any blocking features and ensure that there are no account restrictions (such as parental controls).
  • Network trouble.
    • There may be a network outage or inconsistent network connection.
  • Mobile data may have been disabled or is unavailable.
  • The number is marked as Spam or is on the blocked list.
  • Use only manufacturer approved apps.
  • Update preferred roaming list while roaming.
    • Dial *228 and follow the voice prompts to update the preferred roaming list (PRL).
  • Update your devices software.
  • Ensure that there is no physical damage or water damage to the phone or SIM card.
    • Contact the device’s manufacturer for repairs.
  • SIM card must be properly installed.
  • The device may be rooted or unlocked. Or it is not supported by your carrier.
    • Manually enter the APN settings to connect to your service provider. Contact them for the correct details.
  • While the device is on, remove the battery for 30 seconds and restart it once more.

 


4E-3. I can’t delete text messages.

Suggestions:

  • The phone may freeze or resist if you are deleting too many messages at once.
  • There are issues with the messaging app.
    • Clearing App Data may help with this.
  • Update your device’s software.
  • Ensure that there is no physical damage or water damage to the phone.
    • If there is, you may contact the device’s manufacturer for repairs.
  • Use only manufacturer approved applications.
  • See Mr Aberthon’s troubleshooting tutorials:
    • For specifics on how to delete text messages or a message thread from your device.
    • To learn how to automatically set your device to delete messages once the specified limit is reached.

 


4F-1. I am having trouble setting up my email account.

Suggestions:

  • Ensure you have the correct plan from your service provider.
  • Unable to connect to service or receive a signal.
    • Ensure that you have a minimum of 2-3 bars of service.
  • Network trouble.
    • There may be a network outage or inconsistent network connection.
  • Mobile data has been disabled or is unavailable.
  • Connect to data or Wi-Fi.
  • Not accurate service information.
  • Retype the email and password, it may have been incorrect.
  • Email must be able to work under IMAP or POP3 or Microsoft Active Sync.
    • For some accounts, you must enable this possibility.
  • Update your device’s software.
  • Try to connect via a different device, such as a computer, to see if the problem lies in the device or internet server.
  • Ensure that there is no physical damage or water damage to the phone.
    • You may contact the device’s manufacturer for repairs.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • Test – Try to connect to Data.
    • If unable to connect either over Data or over Wi-Fi, try to connect via the other venue.
    • Try to set up your email once again.

 


4F-2. I cannot receive emails to my account.

Suggestions:

  • Update your device’s software.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • Ensure you have the correct plan from your service provider.
  • Unable to connect to service or receive a signal.
    • Ensure that you have a minimum of 2-3 bars of service.
  • There may be a network outage or inconsistent network connection.
  • The email may have been forwarded to another account.
    • Verify that it is disabled.
  • The email may be too large to receive.
  • Ensure that Sync is currently enabled.
  • You have restricted your background data.
  • The email server has a temporary issue.
  • Email must be able to work under IMAP or POP3 or Microsoft Active Sync.
    • For some accounts, you must enable this possibility.
  • Ensure that there is no physical damage or water damage to the phone.
    • You may contact the device’s manufacturer for repairs.
  • Enter the correct username and password as well as the incoming server information.
  • Test – Try to connect to Data.
    • If unable to connect either over Data or over Wi-Fi, try to connect via the other venue.
    • Try to set up your email once again.
  • Try to connect via a different device, such as a computer, to see if the problem lies in the device or internet server.
  • Open the email and tap refresh to sync emails.

 


4F-3. I cannot send emails from my account.

Suggestions:

  • Update your device’s software.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • Ensure you have the correct plan from your service provider.
  • Unable to connect to service or receive a signal.
    • Ensure that you have a minimum of 2-3 bars of service.
  • Network trouble.
    • There may be a network outage or inconsistent network connection.
  • Ensure that you have the correct outgoing server information.
  • The email server has a temporary issue.
  • Email must be able to work under IMAP or POP3 or Microsoft Active Sync.
    • For some accounts, you must enable this possibility.
  • Ensure that there is no physical damage or water damage to the phone.
    • If there is, you may contact the device’s manufacturer for repairs.
  • Test – Try to connect to Data.
    • If unable to connect either over Data or over Wi-Fi, try to connect via the other venue.
    • If neither work, contact the email provider for help.

 


4F-4. I cannot see attachments in the emails that I receive.

Suggestions:

  • Update your device’s software.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • Ensure you have the correct plan from your service provider.
  • Unable to connect to service or receive a signal.
    • Ensure that you have a minimum of 2-3 bars of service.
  • Network trouble.
    • There may be a network outage or inconsistent network connection.
  • The attachment may be too large to receive. Or it may be corrupt.
  • The device is unable to open or access the type of file that the attachment is.
    • The phone will inform you if you cannot open the file by saying ‘unable to open attachment’.
  • Ensure that there is no physical damage or water damage to the phone.
    • If there is, you may contact the device’s manufacturer for repairs.
  • According to the default email settings, attachments need to be manually downloaded.

 


4F-5. I cannot delete emails.

I tried deleting an email and it keeps showing up again.

Suggestions:

  • Update your device’s software.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • Ensure that you have confirmed the removal of the email.
    • Deleting without confirming won’t go through.
  • Difficulty syncing.
  • Email app on the mobile phone is not functioning properly or is corrupt.
  • If the account is a POP3 account, you will need to do the following to allow emails to be deleted:
    • Open Email App -> Menu -> Settings -> Select the account name -> More Settings -> Incoming Setting -> There will be a drop down menu for delete email from server and you will need to press ‘When I Select From Inbox’.
  • Unable to connect to service or receive a signal.
    • Ensure that you have a minimum of 2-3 bars of service.
  • Ensure that there is no physical damage or water damage to the phone.
    • If there is, you may contact the device’s manufacturer for repairs.
  • To disable the ability to delete an email, do the following:
    • Home Screen -> Menu -> Settings -> Accounts -> Email -> Settings -> General Settings -> Un-check ‘Confirm Deletions’.
  • Clear app data.
    • To learn how to clear app data, read Mr Aberthon’s troubleshooting article on your device.

 


5A. I cannot transfer photos and videos.

The issue can be either transferring to or from the device. It may also be that the computer does not recognize the mobile device.

Suggestions:

  • Make sure to a use a Samsung OEM USB cable.
  • Avoid using a USB hub.
  • Ensure that all the necessary USB drivers are installed on the computer.
  • The mobile device’s USB settings must be set as a media device.
  • The USB Cable may be damaged or defective.
  • Ensure that there is no physical damage or water damage to the phone.
  • The USB cable area may be blocked by a phone case or cover.
  • The device may be blocked by a firewall or anti-virus software.
    • If need be, temporary disable those.
  • Update your device’s software.
  • Ensure that the photos or videos that you want to transfer are not DRM-restricted.
  • Try disconnecting, rebooting and then reconnecting both devices.

 


5B. My photos and videos look too dark.

Suggestions:

  • Ensure there is adequate lighting or move to a brighter area.
  • Turn on the camera flash.
    • Apps -> Camera -> Settings -> Flash.
  • Disable any filters that may cause the pictures to look dark.
  • Use only manufacturer approved applications.
  • Having a very low battery can affect the brightness.
  • Ensure that there is no physical damage or water damage to the phone.
    • If there is, you may contact the device’s manufacturer for repairs.
  • Update the device’s software.
  • A phone case or cover may be interfering.
  • How to clean the camera lens:
    • Use a soft and slightly dampened cloth to clean. Do not use anything rough or any strong soaps.
  • Turn the camera mode to auto.
  • How to take a picture:
    • Apps -> Camera. 
    • Aim your phone at the item or person you’d like to photograph and tap the screen to set the focus point as accurately as possible. Once it turns green, press the camera’s shutter button.
  • Clear app data:
    • To learn how to clear app data, read Mr Aberthon’s troubleshooting article on your device.

 


5C. My photos and videos look too bright.

Suggestions:

  • Ensure the lighting is at a proper level, not to high.
  • Turn off the camera flash.
    • Apps -> Camera -> Settings -> Flash.
  • Disable any filters that may cause the pictures to look bright.
  • You are using a 3rd party application to view the pictures.
  • Having a very low battery can affect the brightness.
  • Ensure that there is no physical damage or water damage to the phone or the lens.
    • If there is, you may contact the device’s manufacturer for repairs.
  • Update your device’s software.
  • How to clean the camera lens:
    • Use a soft and slightly dampened cloth to clean. Do not use anything rough or any strong soaps.
  • Turn the camera mode to auto.
  • How to take a picture:
    • Apps -> Camera. 
    • Aim your phone at the item or person you’d like to photograph and tap the screen to set the focus point as accurately as possible. Once it turns green, press the camera’s shutter button.
  • Clear app data:
    • To learn how to clear app data, read Mr Aberthon’s troubleshooting article on your device.

 


5D. My photos and videos are blurry.

Suggestions:

  • Ensure the lighting is at a proper level.
  • Turn on the camera flash.
  • How to take a picture:
    • Apps -> Camera. 
    • Aim your phone at the item or person you’d like to photograph and tap the screen to set the focus point as accurately as possible. Once it turns green, press the camera’s shutter button.
    • When taking the picture or video, make sure to hold the camera steady.
  • Disable any filters that may cause the pictures to look blurry.
  • You are using a 3rd party application to view the pictures.
  • Having a very low battery can affect the brightness and therefore the clarity.
  • Ensure that there is no physical damage or water damage to the phone or the lens.
    • If there is, you may contact the device’s manufacturer for repairs.
  • Update your device’s software.
  • How to clean the camera lens:
    • Use a soft and slightly dampened cloth to clean. Do not use anything rough or any strong soaps.
  • Turn the camera mode to auto:
    • Apps -> Camera -> Mode -> Auto
  • Clear app data:
    • To learn how to clear app data, read Mr Aberthon’s troubleshooting article on your device.

 


5E. I am unable to view my photos and videos.

Suggestions:

  • The file format must be compatible with what the phone can open and view.
    • Phone can often view documents in these formats:GIF, JPEG, PNG, 3GP, 3G2, AVI, DivX, FLV, H.263, H.264, MPEG4, MKV, VC-1, VP8, and WMV (asf).
  • Remove any 3rd party applications that may be causing the phone to not operate correctly.
  • Having a low battery may prevent you from being able to view the pictures.
  • Ensure that there is no physical damage or water damage to the phone.
    • If there is, you may contact the device’s manufacturer for repairs.
  • Update your device’s software.
  • Open ‘Gallery’ in the Apps menu to see images or videos.
  • Clear app data:
    • To learn how to clear app data, read Mr Aberthon’s troubleshooting article on your device.

 


5F. My camera flash is malfunctioning.

Suggestions:

  • Turn on the camera flash.
  • Disable any filters that disable the flash.
  • If using a 3rd party application, uninstall it and use the manufacturer’s approved application.
  • Having a very low battery can prevent the flash from firing.
  • Ensure that there is no physical damage or water damage to the phone or the lens.
    • If there is, you may contact the device’s manufacturer for repairs.
  • Update your device’s software.
  • How to clean the camera lens:
    • Use a soft and slightly dampened cloth to clean. Do not use anything rough or any strong soaps.
  • Turn the camera mode to auto.
  • Clear app data:
    • To learn how to clear app data, read Mr Aberthon’s troubleshooting article on your device.

 


6A. A 3rd party application that I downloaded is giving me trouble.

Suggestions:

You are either unable to download an app from the play store or are having trouble with the app that you downloaded.

  • It may be a temporary issue with your device.
  • Update your device’s software.
  • While the device is on, remove the battery for 30 seconds and restart it once more.
  • Update the application you downloaded.
  • Your mobile device is not compatible with the application.
  • Network connection is necessary to download or work some apps.
  • There must be available internal storage to download and install an app.
    • Hold down the home button -> tap task manager -> RAM -> Clear Memory.
    • Remove widgets, live wallpapers or anything else that may use a lot of internal memory.

 


6B. A google application that I downloaded is giving me trouble.

Suggestions:

  • It may be a temporary issue with your device.
  • Update the application you downloaded.
  • Update your device’s software.
  • While the device is on, remove the battery for 30 seconds and restart it once more.

 


6C. I am not able to install my phone’s software or firmware.

Suggestions:

  • It may be a temporary issue connecting to Kies for the update.
    • It is possible that too many people are currently trying to update. Wait a bit and try again.
  • It may be a temporary issue with your computer which doesn’t let the Kies app connect to it.
  • There may be an anti-virus-like system on your computer which is blocking the update from Kies.
    • The best thing to do is to temporarily disable the anti virus application or program until the process is completed.
  • If the previous updates were not completed properly, any subsequent ones may have issues as well.
  • The connection between your phone or the computer has disconnected.
  • Your phone’s battery may be too low to update the software.
    • It is recommended for your phone to be 80% charged to place the update.
  • There are no available updates via Kies.
    • It may be necessary to start the update again if it is taking too long.
  • Restart your computer.
  • Update your device on air:
    • Home -> Menu -> Settings -> More -> About Device -> Software Update.
  • If no update is available yet you know it should be, find out what Android platform your device uses. This way you can find out if the update you heard of applies to your phone. The first 5-6 digits of the platform should match with the numbers under: Home -> Menu -> Settings -> More -> About Device -> Baseband Version. If the information matches, then try again at a later date.

 


6D. I am not able to install my phone’s software or firmware over the air (OTA).

Suggestions:

You are trying to update your device via: Home -> Menu -> Settings -> More -> About Device -> Software Update.

Yet, it doesn’t look like there is that option even though you have received notice of an available update. What should you do?

  • Try again at a later point. An update may not be available now.
    • When a new update comes out, the company releases it to a number of mobiles at a time to avoid over populating the servers. Contact your service provider to find out if you will be receiving hte update over the air or if you’ll need to tether to do so.
  • The update may only be available via Kies and not over the air.
  • Your mobile device must be connected to data or Wi-Fi to see and to complete an update.
    • If you are getting updates from your service provider then you will need to be solidly connected to their network to update.
  • It may be a temporary issue connecting to the update system.
    • It is possible that too many people are currently trying to update. Wait a bit and try again.
  • Your device may have gotten disconnected. Or your phone’s battery may be too low to update the software.
    • It is recommended for your phone to be 80% charged to place the update.
  • Ensure that no app is preventing the update from happening.
  • If the previous updates were not completed properly, any subsequent ones may have issues as well.
  • Update your device’s software.
  • Clear your running apps memory and try again.
    • To learn how to clear apps, see Mr Aberthon’s troubleshooting tutorial for your device.

 


6E. I downloaded my device’s software update yet cannot install it.

Suggestions:

  • Your device’s battery may be too low to update the software.
    • It is recommended for your phone to be 80% charged to place the update.
  • Ensure that no app is preventing the update from happening.
  • If the previous updates were not completed properly, any subsequent ones may have issues as well.
  • Clear your running apps memory and try again.
    • To learn how to clear apps, see Mr Aberthon’s troubleshooting tutorial for your device.

 


7A. I am having trouble transferring data between two devices using Kies.

Some of the data that I’d like to transfer over is not being sent.

Suggestions:

  • Find out if the other device supports the content you are trying to share.
  • The data is file protected by Digital Rights Management (DRM).
    • If it is, contact the producer of the documents for help with how to proceed.
  • The data is not stored on your phone but on an optional external SD card.
    • Either install the SD card on the mobile device, or copy the data to the device and then try to share it once more.
  • There needs to be enough space on the second device to receive the data.
    • To check storage: Home -> Task Manager -> Storage. If it is full, consider moving some data on to an optional external SD card.

 


7B. I am having trouble transferring data using smart switch.

Suggestions:

  • If the back-up file is encrypted, it will not be able to be shared.
    • Create a new back-up file that is not encrypted on a computer. It will not work on a cloud storage.
  • Find out if the other device supports the content you are trying to share.
  • The data is file protected by Digital Rights Management (DRM).
    • If it is, contact the producer of the documents for help with how to proceed.
  • The data is not stored on your phone but on an optional external SD card.
    • Either install the SD card on the mobile device, or copy the data to the device and then try to share it once more.
  • There needs to be enough space on the second device to receive the data.
    • To check storage: Home -> Task Manager -> Storage. If it is full, consider moving some data on to an optional external SD card.