Samsung Cell Phones: Help and Advice for Common Issues

Some software issues can be resolved by simply ensuring that your phone has the most up-to-date software possible.

Depending on your phone model, you can update your phone by opening "Settings" and either selecting "System Updates," or "About Phone" and then "System Updates."

There's no sound coming from my speaker

  • Ensure the sound is turned on and the volume is turned up. This can be done by going to "Settings > Sounds and Vibrations" and adjusting the volume.
  • Check that the application in use doesn't have the sound turned off.
  • Ensure there is nothing in the headphone jack.
  • Turn the ringer volume up and have someone call your phone.
  • If sound still does not come from the device, the speaker may need to be replaced. Schedule an appointment with a Samsung Certified Geek Squad® Agent.

Only one of my speakers is working

  • Samsung devices have the ability to switch from stereo to mono, for listening with one ear. This may be the reason sound is coming out of only one speaker. To check this setting, go to "Settings > Accessibility > Hearing > Mono Audio" and swipe it on or off.
  • Test the device using different headphones or speakers.
  • If sound still does not play from both speakers, schedule an appointment with a Samsung Certified Geek Squad Agent.

My phone has a cracked screen

  • Cracked screens require in-store service, which Best Buy provides. Best Buy uses Samsung Authorized Parts directly from Samsung to fix cracked screens, among many other issues. Make a reservation with one of our Agents to have your device looked at.

My phone dies because of short battery life

One of the most common reasons for battery issues is applications running in the background. To see which apps may be using up your battery life, go to "Settings > Battery."

There are a few different options to monitor and extend the performance of your battery:

Check battery usage

  1. From the "Home Screen," touch "Apps"
  2. Touch "Settings"
  3. Touch "Battery" (Note: It may be necessary to touch the "Systems" tab and then touch "Battery")
  4. If available, touch "Battery Usage" to see which processes were running since your device was last fully charged. Touch the name of the process or application to see its usage details, or adjust the power usage

Turn on "Power Saving Mode"

  1. From the "Home Screen," touch "Apps"
  2. Touch "Settings"
  3. Touch "Battery" (Note: It may be necessary to touch the "Systems" tab and then touch "Battery")
  4. Touch "Power Saving Mode"
  5. Touch the slider "Off" to turn "Power Saving Mode" to "On"
  6. Touch "Start Power Saving" and choose the best option for your current usage

Turn on "Ultra Power Saving Mode"

  1. From the "Home Screen," touch "Apps"
  2. Touch "Settings"
  3. Touch "Battery" (Note: It may be necessary to touch the "Systems" tab and then touch "Battery")
  4. Touch "Ultra Power Saving Mode" (Note: Screens and settings available may vary by wireless service provider and software version)
  5. Touch the slider "Off" to turn "Ultra Power Saving Mode" to "On"
  6. Phone, message, and Internet applications are automatically available in "Ultra Power Saving Mode." Touch the "+" to add up to three more applications
  7. To turn off "Ultra Power Saving Mode" from the home screen, simply touch "More" and then turn off "Ultra Power Saving Mode"

Turning off features you are not using will also help reduce battery life consumption:

  1. Discontinue use of Live Wallpapers
  2. Turn off Bluetooth, Wi-Fi or GPS services
  3. Turn off mobile data connection
  4. Turn off auto-syncing of accounts
  5. Turn off smart features
  6. Decrease backlight time (timeout settings)
  7. Decrease the brightness of the display, or use automatic brightness
  8. Turn of haptic feedback

How do I unlock my device if I forgot my password?

If you do not know the password to log into your device the only option would be to do a factory reset which will lock the device. After the factory reset you will be required to enter your Google Account Password. If you do not know your Google Account Password, please contact Google through their online support.

My phone will not turn on

  • Try a different charger to see if it will charge the phone
  • With a working charger, leave the device plugged in and try turning on the phone. If the phone turns on, but won't stay on without being plugged in, there is a hardware issue with the phone. Schedule a reservation with a Samsung Certified Geek Squad Agent.
  • If the device doesn't turn on while trying different chargers, the battery is most likely not holding or receiving a charge, and can be fixed by scheduling an appointment with a Samsung Certified Geek Squad Agent.

I'm having cellular connectivity issues

  • Check with your carrier to ensure the service for the device is still active.
  • Replace the SIM card by scheduling an appointment with a Samsung Certified Geek Squad Agent.

I'm having connectivity issues with Bluetooth and Wi-Fi

  • Ensure Bluetooth is turned on by going to "Settings > Bluetooth."
  • Test the device on another Bluetooth device to help determine if it is the device being connected to.
  • If there are still issues, schedule an appointment with a Samsung Certified Geek Squad Agent.

How do I reset my phone back to factory settings?

  • Always ensure your data is backed up. Factory resets will delete the data on the phone. To access the factory reset options, go to "Settings > Backup and Reset" and select the option for reset that best describes the issues you're having.
  • Samsung Certified Geek Squad Agents are able to go one step further by being able to do a full operating system install, also known as a factory binary reset.

I'm having issues with an application

  • If you are having application issues, try uninstalling and reinstalling the application. If there are applications you no longer need, remove them, as they not only take up space on the device but can also slow it down. Go to "Settings > Apps > Application Manager" and select the app you want to uninstall and click "Uninstall."
  • If you're having issues removing an application, schedule an appointment with a Samsung Certified Geek Squad Agent.