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Samsung Support 2

Set up & Get StartedFeaturesConnecting to other devicesGeneral IssuesMisc & Top Tips
Set Up your Samsung
Charging Device

Charge the battery before using your Samsung device for the first time. Connect the USB cable supplied to the USB power adaptor.  Insert USB into base of device. Plug in to electric supply.

When fully charged, disconnect device from cable, and unplug power supply.

Turn on, off and restart

Press and hold Power key for a few seconds to turn on device.

When you turn on for the first time or after performing a data reset, follow the on-screen instructions to set up your device.

To turn off the device, press and hold Power key, and then tap Power off.

Restarting - press and hold the Power key, then tap Restart. If your device is frozen and unresponsive, press and hold the Power key and the Volume Down key simultaneously for more than 7 seconds to restart it.

Inserting SIM or USIM card

Insert the SIM or USIM card provided by network provider.

Single SIM models: Place the SIM or USIM card on the SIM card tray with the gold coloured contacts facing down.

Dual SIM models: Place the SIM or USIM card on the SIM card tray with the gold coloured contacts facing down. Place the primary SIM or USIM card on the matching sized 1st card tray and the secondary SIM or USIM card on the 2nd card tray.  Gently press cards into tray slots to secure them. Insert the tray back into the tray slot

Initial Setup

When you turn on your device for the first time or after performing a data reset, follow the on-screen instructions to set up your device. Initial setup procedures may vary depending on the device’s software.

1.Turn on device

2. Select language

3.Read and agree terms & conditions, tap Next

4.Get content from Previous Device (see section on Transferring)

5.Select Wi-Fi network and connect

6.Follow instructions on screen to proceed

7.Set a screen lock method

8.If Apps screen appears, select apps required and download them

9.Sign into Samsung Account (see section on Samsung Account)

Samsung Account

A Samsung account allows you to use a variety of Samsung services provided by mobile devices, once registered it enables you to keep your data up to date and secure across your Samsung devices with Samsung Cloud as well as track and control a lost or stolen device.

If you do not have a Samsung account, you can create one on your device, go to Settings app, Create account and follow on-screen instructions.

To register existing account on a new device; launch Settings app, Accounts, Add Account, enter Samsung ID and password.

Samsung Cloud & Backing Up Data

Sync, back up, or restore your device’s data using Samsung Cloud. You can register & manage accounts, such as Samsung account or Google account, or transfer data to or from other devices via Smart Switch.

Go to Settings, tap Accounts and backup. Add your Samsung and Google accounts, or other accounts, to sync with.

Backup and restore to keep your personal information, app data, and settings safe on your device. You will need to sign in to your Google or Samsung account to back up or restore data.

With Samsung Cloud you can manage content that you want to store securely in Samsung Cloud. You can check the usage status of storage, and sync, back up, and restore your data.

Smart Switch & Transfering to new Device

Launch Smart Switch and transfer data from your previous device.

It is advisable to back up your data regularly to a safe location, such as Samsung Cloud or a computer, so that you can restore it if the data is corrupted or lost due to an unintended factory data reset.

Having an up-to-date back up means you can restore data to your new device. You can also sync data saved in your device with Samsung Cloud and view data saved on the Samsung Cloud.

To back up data from your previous device, sign in to your Samsung account, launch Settings.  Select the backup option, and back up your data.

If your device supports Samsung Cloud, launch Settings, tap Accounts and backup → Samsung Cloud → Back up this phone.  Tick the items you want to back up, and then tap Back up to back up your data. Note: data backup method may vary depending on your model.

To check which data will be backed up, launch Settings, tap Accounts and backup → Samsung Cloud → Back up this phone.

To view back up data for each device in your Samsung Cloud, launch Settings, tap Accounts and backup → Samsung Cloud → Restore data → , and then select a device you want.

To restore data from your previous device, launch Settings, tap Accounts and backup → Samsung Cloud. Tap Restore data → and select the previous device. Tick data types you want to restore and tap Restore.

Syncing data from your device

You can sync data saved in your device, such as images, videos & events, with Samsung Cloud and access it from other devices;

On new device, launch Settings, tap Accounts and backup → Samsung Cloud.

Tap → Settings → Sync and auto backup settings → Sync. Tap switches next to the items you want to sync with.

You can check saved data or change the settings by tapping Gallery, Other synced data, or Samsung Cloud Drive.

Installing a Memory Card
Your device may have the facility to have additional memory capacity in the form of a memory card in addition to the memory on actual device.

Memory card compatibility and capacity may vary from model to model.  Refer to Samsung website for actual device model information.  Most devices will take a micro SD memory card.

Insert ejection pin into the hole next to the tray to loosen the tray ensuring pin is perpendicular to the hole otherwise device may be damaged.

Pull out tray from the tray slot gently. When you remove the tray, mobile data connection will be disabled.

Place your memory card on the memory card tray with the gold coloured contacts facing down. Press card gently to secure it. Insert tray back into the tray slot.

If the memory card was formatted on a PC it may not be compatible with device so you will need to format the memory card on actual device ;

Launch the Settings app and tap Device care → Storage → Storage settings → SD card → Format.

Note: Before formatting memory card, remember to make backup copies of any data stored on memory card.

Set up Contacts

To create a new Contact; launch Contacts app and select +, choose storage location and tap Select, enter information and Save.

Importing Contacts

You can add contacts by importing them from other storage to your device;

Launch Contacts app and tap → Manage contacts → Import/export contacts → Import.

Select a storage location to import contacts from, tick VCF files or contacts to import and tap Done.  Select a storage location to save contacts to and tap Import.

You can also sync your device contacts with online contacts saved in your web accounts, such as your Samsung account;

Launch the Settings app, tap Accounts and backup → Accounts and select the account to sync with.  Tap Sync account and tap the Contacts switch to activate it. For the Samsung account, tap → Sync settings and tap the Contacts switch to activate it.

Setting up Email Accounts

To set up an email account for the first time launch Email app.

Select email service from the list shown or tap other.  Follow onscreen instructions to complete setup.

To set up more than one account, tap Add Account and repeat. From here you can set one of the accounts as  Default Account.

When Email is open, the device will automatically retrieve new emails. To manually retrieve emails, swipe downwards on the top of the emails list. Tap an email on the screen to read it.

If email syncing is disabled, new emails cannot be retrieved. To enable email syncing, tap → → your account name, and then tap the Sync account switch to activate.

Connecting to the Internet via Wi-Fi

Go to Settings, tap Connections → Wi-Fi, and then tap the switch to activate it.

Select a network from the available Wi-Fi networks list. Networks that require a password are indicated by a lock icon. Enter the password and Connect.

Once device connects to a Wi-Fi network, the device will reconnect to that network each time it is available without requiring a password. To prevent this, select it from the list of networks and tap Forget.

If you are unable to connect to a Wi-Fi network, restart device’s Wi-Fi feature or the wireless router.

Connecting to Wi-Fi Direct

Wi-Fi Direct connects devices directly via a Wi-Fi network without needing an access point.

Go to Settings, tap Connections → Wi-Fi, and then tap the switch to activate it.

Tap Wi-Fi Direct and all detected devices are listed, select and connect.  If the device you want to connect to is not listed, the other device will need to have the Wi-Fi Direct feature turned on.

Sharing, sending and receiving data

Share data, such as contacts, images or media files, with other devices. For example, images;

Launch Gallery app and select  image, Tap → Wi-Fi Direct and select device to transfer the image to.  Accept Wi-Fi Direct connection request on the other device. Once devices are connected, the image will be sent.

To end device connection, go to Settings, tap Connections → Wi-Fi. Tap Wi-Fi Direct and select device to disconnect.

Other Samsung settings
Installing Apps

Within the Galaxy Store you can purchase and download apps that are specifically for Samsung Galaxy devices.

Launch the Galaxy Store, browse or search for apps, Click and download to install.  To purchase apps where charges apply you will need to follow onscreen instructions.

To enable/disable auto updates on apps go to Settings, click Auto update apps and select option required.

In Play Store you can purchase and download Games in the same way.

Managing Apps

Tap and hold an app and select an option -

Disable: Disable selected default apps that cannot be uninstalled from the device.

Uninstall: Uninstall downloaded apps.

To Enable apps launch the Settings app, tap Apps → → Disabled, select an app, and then tap Enable.

For some apps to operate properly, they may need permission to access or use information on your device. When you open an app, a pop-up window may appear and request access to certain features or information. Tap Allow on the pop-up window to grant permissions to the app.

To view app permission settings, launch Settings and tap Apps. Select an app and tap Permissions. You can view the permissions list and change the options.

To view or change app permission settings by permission category, launch the Settings app and tap Apps → → App permissions. Select an item and tap the switches next to apps to grant permissions.

Display
Changing Display and Home screen

To change the display and home screen settings, in Settings tap Display and amend as required;

Brightness: Adjust brightness of display.

Adaptive brightness, if available: Set device to keep track of your brightness adjustments and apply them automatically in similar lighting conditions.

Night mode: Reduce eye strain by applying the dark theme when using the device at night or in a dark place. Turn on GPS feature to set the device to activate night mode at night and turn it off in the morning based on your current location.  Dark theme may not be applied in some apps.

Font size and style: Change the font size and style.

Screen zoom: Change the screen zoom setting.

Full screen apps: Select apps to use with the full screen aspect ratio.

Screen timeout: Set a length of time that the device waits before turning off the display’s backlight.

Home screen: Change size of the grid to display more or fewer items

Easy mode: Switch to easy mode to display larger icons and apply a simpler layout to the Home screen.

Navigation bar: Change navigation bar settings. Refer to Navigation bar (soft buttons) for more information.

Touch sensitivity: Increase or decrease the touch sensitivity of the screen, particularly useful when using screen protectors.

Lock Screen

On Settings screen, tap Lock screen, options vary depending on the screen lock method selected;

Screen lock type: Change the screen lock method.

Smart Lock: Set device to unlock itself when trusted locations or devices are detected. Refer to Smart Lock for more information.

Secure lock settings: Change screen lock settings for the selected lock method.

Clock style: Change the type and colour of the clock on a locked screen.

Roaming clock: Change the clock to show both the local and home time zones on the locked screen when roaming.

FaceWidgets: Change settings of items displayed on the locked screen.

Contact information: Set the device to show contact information, such as your email address, on the lock screen.

Notifications: Set how to show notifications on the locked screen.

App shortcuts: Select apps to display shortcuts to them on the locked screen.

About Lock screen: View the Locked screen version and legal information

3G, 4G and 5G Networks
Have you checked your 4G or 5G network status
You can use your networks status/service checker online to see information about their services.
Have you checked your network signal
You can also check your networks coverage checker online to make sure that they cover the area you are in.
Is the mobile data service disabled?
If mobile data is disabled, you will be able to make standard calls as usual, but no data services will work (emails, messages etc)

Has flight mode been enabled?
Flight mode or Airplane mode as it is also known disables all connectivity for the device (wifi, bluetooth, mobile network)
When this mode is enabled, a plane symbol will show in place of our usual mobile signal icon.
Is your connection slow
When your internet connection appears to be slow, you may have configured the wrong settings, or you are in an area with poor (3G/ 4G/5G) coverage.

For instructions on how to configure internet

Are you set to 2G/3G only?
Some devices have the ability to disable 4G and 5G connections, which can improve the available signal at the expense of using a slower connection method such as 3G.

If you believe you should have 4G / 5G after trying all the above steps but are not receiving the service, confirm that the option is enabled.

Have you rebooted the device?
Many problems can be solved by simply rebooting the device.
If you cannot reboot the device the normal way, you can also force it.

Is your device software up to date

If you are experiencing issues with your device it is worth first checking that the Software is up-to-date firstly.

You can update your device’s software via the firmware over-the-air (FOTA) service. You can also schedule software updates here.

Go to Settings, tap Software update.

Have you tried a factory reset

If the previous steps haven’t fixed your problem, try doing a factory reset.

Note: A factory reset involves deleting all personal data on the device, such as photos and messages. We recommend you create a backup before trying this.

See the below instructions.

Did you find the above helpful?

Apps and Features
Multi Window

Multi window lets you run two apps at the same time in the split screen view. Note: some apps may not support this feature.

For Split screen view; Tap the Recents button to open the list of recently used apps, swipe to the left or right, tap an app’s icon, and then tap Open in split screen view. The selected app will launch in the upper window.

On the lower window, swipe left or right to select another app to launch.

To launch apps not on the list of recently used apps, tap the Home button or Back button and select an app.

To adjust the window size Drag the bar between the app windows up or down to adjust the size of the windows. When you drag the bar between the app windows to the top or bottom edge of the screen, the window will be maximised.

Samsung Notes

You can create Notes by entering text from the keyboard or by handwriting or drawing on the screen. You can also insert images or voice recordings into your notes;

Launch Samsung Notes app, select an input method from the toolbar at the top of the screen and compose a note.
Enter text using the keyboard.
Write or draw with pens.
Paint with brushes.
Insert an image or a voice recording.
When finished the note, tap Save.

To Delete notes; launch the Samsung Notes, tap and hold a note to delete. To delete multiple notes, tick more notes to delete, tap Delete.

Smart Lock

You can set your device to unlock itself and remain unlocked when you are in trusted locations or devices are detected. For example, you can set your home as a trusted location so that when you get home your device will detect the location and automatically unlock itself.

This feature is  available to use after you set an initial screen lock method.

If you do not use your device for four hours or when you turn on the device, you must unlock the screen using the pattern, PIN, or password you set.

To set this feature up go to Settings, tap Lock screen → Smart Lock. Unlock screen using the preset screen lock method. Select an option and follow the on-screen instructions to complete.

Managing Apps
You can clear space on your device by deleting unwanted apps;

Tap and hold an app and select an option -

Disable: Disable selected default apps that cannot be uninstalled from the device.

Uninstall: Uninstall downloaded apps.

To Enable apps launch the Settings app, tap Apps → → Disabled, select an app, and then tap Enable.

For some apps to operate properly, they may need permission to access or use information on your device. When you open an app, a pop-up window may appear and request access to certain features or information. Tap Allow on the pop-up window to grant permissions to the app.

To view app permission settings, launch Settings and tap Apps. Select an app and tap Permissions. You can view the permissions list and change the options.

To view or change app permission settings by permission category, launch the Settings app and tap Apps → → App permissions. Select an item and tap the switches next to apps to grant permissions.

International Roaming

You may incur roaming charges if Data Roaming is on and you’re outside the country covered by your carrier's network.

To turn off Data Roaming, select Settings > Mobile Data Options  . Data Roaming. Slide to off.

If you would like to discuss International Bolt-on options if you are travelling abroad, or call abroad regularly, contact your Account Manager for advice.

Bluetooth

Bluetooth enables you to exchange data or media files with other Bluetooth-devices.

Go to Settings, tap Connections → Bluetooth, then tap switch to activate it.

Detected devices will be listed and you can select a device to pair with. If device you want to pair with is not on the list, set the device to enter Bluetooth pairing mode. You may need to refer to the other device’s user manuals.

Your device is visible to other devices while the Bluetooth settings screen is open.

Accept Bluetooth connection request on your device to confirm, connection is made when the other device accepts the Bluetooth connection request.

You can send images, contacts and media files through a Bluetooth connection.

Did you find the above helpful?

Mobile Hotspot and Tethering

You can use your device as a mobile hotspot, allowing another device to share your mobile data connection. Connections can be made via Wi-Fi, USB, or Bluetooth.

Go to Settings, Tap Connections → Mobile Hotspot and Tethering → Mobile Hotspot.

Tap switch to activate and the icon appears on the status bar. By doing this other devices can find your device in the Wi-Fi networks list.

To set up a password for the mobile hotspot, tap → Configure Mobile Hotspot and select level of security. Enter a password and Save.

On the other device’s screen, search for and select your device from the Wi-Fi networks list.

If mobile hotspot is not found, tap → Configure Mobile Hotspot, and then deselect Hide my device. If other device cannot connect to the mobile hotspot, on your device, tap → Allowed devices and tap the Allowed devices only switch to deactivate it.

On connected device, use the device’s mobile data connection to access the Internet

Connect to a Printer

You can connect the device to a printer via Wi-Fi or Wi-Fi Direct, and print images or documents. Check that the printers is compatible with the device.

To add a printer plug-ins for printers you want to connect the device to click on Settings, tap Connections → More connection settings → Printing → Download plugin.

Search for a printer plug-in in the Play Store. Select required printer plug-in and install it. When the install is complete, select the installed plug-in and device will automatically search for printers that are connected to the same Wi-Fi network as your device. Select a printer to add.

To add printers manually, tap → Add printer.

To print content while viewing content, such as images or documents, access the options list, tap Print → → All printers..., and then select a printer. Printing methods may vary depending on content type

Did you find the above helpful?

Software Update

If you are experiencing issues with your device it is worth first checking that the Software is up-to-date firstly.

Note: if emergency software updates are released for your device’s security and to block new types of security threats, they will be installed automatically without your agreement.

You can update your device’s software via the firmware over-the-air (FOTA) service. You can also schedule software updates here.

Go to Settings, tap Software update.

Download and install: check for and install updates manually.

Auto download over Wi-Fi: set device to download updates automatically when connected to a Wi-Fi network.

Last update: View information about the last software update

Device does not turn on

When the battery is completely discharged, the device will not turn on. Connect to a charging point and fully charge the battery before turning on again.

Device unlocking errors

Password or Face ID - when the device lock feature is enabled, you must enter the password or submit your Face ID to unlock, these are the ones you set up initially for the device.

PIN - when using device 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 by using the Lock SIM card menu.

PUK - If your SIM or USIM card is blocked (usually as a result of entering your PIN incorrectly several times) you will need to enter the PUK supplied by your service provider.

PIN2 - when you access a menu requiring the PIN2, you must enter the PIN2 supplied with the SIM or USIM card. For more information, contact your service provider.

Device displays network or error messages

If you are in areas with weak signals or poor reception, you may lose reception. Try moving to another area and try again.

Some services and options may require a subscription before you can access them. For more information, contact your service provider.

Are you experiencing problems making and receiving calls

If you are experiencing problems making or receiving calls, there may be a problem with the network coverage.  It may be due to your location, for example a garage or concrete building. Test to see if a change of location helps.

Are you experiencing network coverage problems?

Your device should connect to the network automatically. If not and you believe you should have network coverage, try a manual network connection.

If the manual mode works but the automatic mode does not, please your Account Manager.

You can use your networks status/service checker to see information about their services, they may be experiencing a fault in your area.

You can also check your networks coverage checker to make sure that they cover the area you are in.

Calls are not connecting

Ensure that you have accessed the right cellular network.

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

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

If others cannot hear you speaking on a call - make sure you are not covering the built-in microphone., ensure microphone is close to your mouth, if using an earphone, ensure it is properly connected.

Touchscreen responds slowly or improperly

If you have a screen protector or other accessories installed to the touchscreen it may not function properly. Wearing gloves, dirty hands while touching the touchscreen, or tapping the screen with sharp objects or your fingertips, may cause malfunction.

Touchscreen may malfunction in humid conditions or when exposed to water.

Try restarting device to clear any temporary software bugs.

Ensure that your device software is updated to the latest version.

If touchscreen becomes scratched or damaged, contact us for repairs or visit a Samsung Service Centre.

Battery problems

If your device is not charging properly, ensure that the charger is connected properly.

Your device battery is consumable and the useful charge will get shorter over time. To replace the battery visit a Samsung Service Centre.

When you expose the device or the battery to very cold or very hot temperatures, the useful charge may be reduced.

Battery consumption will increase when you use certain features or apps, such as GPS, games, or the Internet.

Camera issues

Your device must have sufficient available memory and battery power to operate the Camera.

If you receive error messages when launching the camera, try the following options; charge the battery, free up some memory by transferring files to a computer or deleting files from your device, restart the device.

Device Overheating

Your device and charger become hot during  charging. Or during wireless charge or fast charge, device may feel hotter to touch.

It does not affect lifespan or performance and it is  the device’s normal range of operation. However, if battery becomes too hot, charger may stop charging.

What to do if you experience similar issues;

Disconnect the charger from the device and close running apps that are running. Wait for device to cool, then begin charging again.

If lower part overheats it could be the USB connection cable is damaged.  Replace this with a new Samsung-approved one.

When using a wireless charger, do not place foreign objects such as metal items, magnets, and magnetic stripe cards, between the device and the wireless charger.

Your device heats up during use. Using features or apps that require more power or using them for extended periods may cause your device to overheat temporarily due to the increase in battery consumption. Close any running apps and do not use the device for a while until cooled.

Have you restarted / rebooted the device?
Many problems can be solved by simply rebooting the device; if device freezes or hangs, you may need to close apps, then turn off, then on again.

If you cannot reboot the device the normal way,  or you can also force it - press and hold the Power key and Volume Down key simultaneously for more than 7 seconds to restart it.

To reset the device - if rebooting / restarting does not solve your problem, perform factory reset, see next section.

Factory Reset

To perform a factory data reset, launch Settings and tap General management → Reset → Factory data reset → Reset → Delete all. IMPORTANT - Before performing the factory data reset, remember to make backup copies of all important data stored in the device!

Did you find the above helpful?

Using Dual SIM or USIM cards

If you have a Dual Sim device, you can insert two SIM or USIM cards and have two phone numbers or service providers for a single device.

Activating SIM or USIM cards - Launch the Settings app and tap Connections → SIM card manager.  Select a SIM or USIM card and tap the switch to activate it.

Customising SIM or USIM cards -  Launch the Settings app, tap Connections → SIM card manager, and then select a SIM or USIM card to access the following options:

Icon: Change the icon of the SIM or USIM card.

Name: Change the display name of the SIM or USIM card.

Network mode: Select a network type to use with the SIM or USIM card.

Setting preferred SIM or USIM cards - when two cards are activated, you can assign voice calls, messaging, and data services to specific cards. Launch the Settings app, tap Connections → SIM card manager, and then set the feature preferences for your cards in Preferred SIM card.

Device Care

The device care feature provides an overview of the status of your device’s battery, storage, memory, and system security.

The Quick Optimisation feature improves device performance through the following actions; Clearing some memory, Deleting unnecessary files and closing apps running in the background, Managing abnormal battery usage,  Scanning for crashed apps and malware.

To use the quick optimisation feature; Go to Settings, tap Device care → Fix now or Optimise now.

Battery Power

For devices with low battery levels, you can save battery power by activating power saving features. In the Settings screen, tap Device care → Battery.

The usage time left shows the time remaining before battery power runs out. To manage battery usage Select a power mode that suits your device usage purposes.

Tap Power mode and select an option;

Optimised  - for a balance between the device’s performance and battery usage.

Medium power saving - activate power saving mode to extend the battery’s usage time.

Maximum power saving - device decreases battery consumption by activating night mode and limiting the apps and features available. Network connections, except for the mobile network, will be deactivated.

Managing battery usage for Apps

Save battery power by preventing apps that are running in the background from using battery power when they are not being used;  Select apps from apps list, tap the Put app to sleep switch to activate the feature.  Also, tap → Settings and set up the options under App power management.

Manage Storage and Memory

To check Storage status of the used and available memory go to Settings, tap Device care → Storage. The actual available capacity of the internal memory is less than the specified capacity because the operating system and default apps occupy part of the memory. The available capacity may change when you update the device.

To manage Memory and delete residual files, such as cache, tap CLEAN NOW. To delete files or uninstall apps that you do not use any more, select a category under User data. Then, tick items to select and tap DELETE or UNINSTALL.

To manage ongoing memory, go to Settings, tap Device care → Memory. Speed up your device by stopping apps running in the background, tick apps from the apps list, and tap CLEAN NOW.

To Security check your device’s security status, go to Settings screen, tap Device care → Security → Scan phone.

Did you find the above helpful?

  • “Since ADSI have taken over our mobile phone management we have not had a single issue. They have even dealt with an ongoing problem that we had been trying to resolve for over a year!

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  • “We have dealt with ADSI now for approx. 7 years, and have been continuously impressed with the good old fashioned level of customer service. Not only do they keep their eye on our account to make sure it’s the best value for us and offer us great deals on new products, but the back-up is second to none. I would have no hesitation in recommending them to business colleagues. Keep up the good work!”

    Pink Scaffolding
  • “ADSI offer a personal service delivered in a very professional way.  I am very satisfied with the service and support provided by ADSI.  I am confident that when I call, my questions will be answered without delay and this is delivered at a very competitive price.  ADSI look after their customers by providing a pro-active service that lets me know if I need to make any changes to my mobile account.”

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