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I think I can help you with this! Please check out this link (http://www.samsung.com/us/support/troubleshooting/TSG01202971/) with steps that might help resolve this matter. If you are still having issues, please reach out to us on Facebook at (http://m.me/samsungsupport) or Twitter at (https://twitter.com/messages/compose?recipient_id=18768513). ^Kayla
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