Samsung Smartphones L1 Troubleshooting

Touchscreen issues on a Galaxy phone or tablet

Your Galaxy phone’s or tablet’s touchscreen is the main way of navigating your device, so we understand how worrisome it can be when the touch function isn’t working properly. However, there are some simple ways to get the touchscreen working again when it’s frozen, unresponsive, or acting funny.

STEP 1:

Certain factors may affect how well the touchscreen on your device performs. Please keep the following in mind when using the touchscreen:

Restarting your device can help solve minor issues. Restarting will vary depending on the model:

If the touchscreen isn’t not working at all, you can restart your device by pressing and holding the Volume down key and the Power key/Side key simultaneously for 10 seconds. Once it turns off, you can turn your device back on by pressing the Power key or Side key again.

If your charger is damaged, it may not supply power to your device, which may cause the touch screen to malfunction. In this case, use a different, undamaged charger to prevent this issue. It’s also a good idea to avoid using the touchscreen when the device is charging.

Important: To complete Steps 4 - 6, you can try connecting your device to a computer or monitor using Samsung DeX. This will allow you to navigate the device even if the touchscreen isn’t working.

When using the full screen gesture function, touch input may not be possible because the touch is recognized as a gesture. To stop this from happening, disable the full screen gesture function. Open Settings, tap Display and then tap Navigation bar. Tap Buttons to disable full screen gestures.

If the Touch sensitivity setting is turned on when no protective film is used, the touchscreen may respond too sensitively and therefore malfunction. To disable the Touch sensitivity feature, navigate to Settings, tap Display, and then tap the switch next to Touch sensitivity to turn it off

Keeping your device’s software updated regularly will ensure it continues to run smoothly.

STEP 2: 

If your device is frozen and unresponsive, press and hold the Power button and the Volume down button down simultaneously for more than 7 seconds to restart it.

Please note: Depending on your device your power and volume down button may be found in different places to the image below.

If after restarting the device you still find your device freezes sometimes or is sometimes unresponsive, follow the steps in this guide to correct this symptom.

If your phone does not restart you should try the steps in “Check your device in safe mode” and “Perform factory reset”

It could be that your device is running low on memory space required to run applications. Below are ways to check the amount of space available on your device and how to free up memory space.

Check the amount of storage space remaining on your device

Please note: this option may look different depending on your device. On older devices you will see the option Device care. 

Create memory space by clearing the cache on your device

Please note: this view may look different depending on your device. On older devices you will see the option to Fix now.

Software updates are regularly released by Samsung and can solve a range of device software problems.

Your device will check for available updates. If there is an update for your device, you will be asked to download and install it. If there are no updates available your device will display that 'Your software is up to date.'

Safe mode lets you run your Android device using its basic interface, with simplified menus and without most third-party applications. You can use it to help identify and fix problems on your device.

Software update failed on Galaxy phone or tablet

A software update can enhance the functionality, add new features and increase the security on your Galaxy phone or tablet. For the best experience it is highly recommended to keep your devices updated. If a software update doesn't install, or isn't available we can help.

STEP 1:

1. Open the Settings app and then tap About Phone or About Tablet.
2. Tap Software information.
3. The Baseband version is the the version of the software currently running on the device.

All devices

When a software update is available you will be able to download it directly to your device. 

Verizon

Verizon maintains a page that allows you to select a device from a list. While the complete update history is not available, the last few updates for each device are included.

AT&T

AT&T maintains a single page that allows you to search for any Galaxy device's software update history.

T-Mobile

T-Mobile releases information about major software updates that are in progress. The current version for individual devices can be found on the support page for the device. Details of past updates can be found by selecting Software updates on the support pages.

Unlocked by Samsung

Phones that are factory unlocked will be able to download the latest software without restriction. If no updates are available when checking, the device is on the latest released software.

Unlocked devices require more testing than carrier branded devices because they must operate on all carriers, so updates may be delayed compared to carrier devices.

Other carriers

Prepaid carriers will often use the same software as their parent networks. However, most MVNOs do not publish the current software version. 

If the update fails to install, in most cases the device will recover from the error, and try again, though some additional action may be required:

If the device fails to boot normally after an update fails, service will be required to reflash the device.

STEP 2: 

If you can't update your software to the latest version, it may be due to insufficient storage space on your device. Read on to learn more about data management.

Deleting an app that you don’t use is a simple way to free up storage space on your device. Press and hold the app icon and select Uninstall. You can also follow the steps below.

Step 1. Go to Settings and select Apps. 

Step 2. Choose an app you would like to delete from the list.

Step 3. Select Uninstall.

Step 4. Tap OK to delete the app.

Here's how you can clear the cache and delete temporary files of an app.

Step 1. Go to Settings and select Apps.

Step 2. Choose an app you want to clear the cache of.

Step 3. Select Storage.

Step 4. Tap Clear cache.

You can also clear the entire cache at once by optimising your device. Follow the steps below.

Step 1. Go to Settings and select Battery and device care.

Step 2. Tap Optimize now.

Step 3. Once optimized, tap Done to finish.

Note: Be careful not to select Clear data. This will delete all data associated with the app.

By uploading your data to the cloud, you can manage your files without worrying about insufficient storage space on your device. If you cannot update your software due to the lack of storage space, try using Samsung Cloud. You can continue to back up your data with the same method.

Step 1. Go to Settings, and select Samsung account.

Step 2. Select Samsung Cloud.

Step 3. Select Back up data.

Step 4. Select the type of data to upload to the cloud.

Step 5. Select Back up now.

Note: You need to be logged into a Samsung account to access Samsung Cloud.

If you enable Auto back up while roaming in Step 4, your device will automatically back up your selected data when connected to the Internet.

If you have enough storage space on your device but cannot update the software, you can try updating in Safe mode.

Step 1. Press and hold the Volume down key and the Side key.

Step 2. Select Power off.

Step 3. After the screen turns off, press and hold the Volume down key and the Side key at the same time.

Step 4. Once the Samsung logo appears on screen, release the Side key, while holding the Volume down key.

Step 5. When Safe mode appears on the lower left corner of the screen, release the key. Try updating in Safe mode.

You can switch from Safe mode to normal mode by following the steps below.

Step 1. Press and hold the Volume down key and the Side key

Step 2. Select Restart

Note: Volume and Side key locations may vary depending on the device model.

Note: Device screenshots and menus may vary depending on the device model and software version.

Slowing down and Hanging issues

Smartphones may slow down, freeze or crash for various reasons. The likely culprits are full storage space and outdated software. Here are some tips to try to get your phone back up to working order.

Note: Screen images and menu items may vary depending on your model and software version.

Freeing up some storage can make your phone perform better. Remove files and apps that need clearing out by using Device care.

➊ Go to "Settings", then tap "Battery and device care"

➋ Tap "Storage"

➌ Check your storage space and select files and apps that you want to delete. Clear them out from your phone.

Note: If you don't see a delete/uninstall option, the files/apps are required by the operating system and safe to keep.

Device speed can slow when apps are running in the background. Keep your device in optimal running condition with Optimization.

➊ Go to “Settings”, then tap “Battery and device care”

➋ Tap “Memory”

➌ Click the "Clean now" button to free up memory

TIPS: Only want to close certain apps? Go to "Memory" and tap "Apps not used recently." Then select the apps you would like to "Force stop."

TIPS: Add the Device care widget and easily optimize your phone

Get the most out of your phone with the Device care widget. Simply tap the "Optimize" button on the widget's home screen to start freeing up space.

TIPS: Diagnostics with Samsung Members

Press the Samsung Members app and tab "Diagnostics" to instantly start or tab "Get help" and select "Diagnostics."
Then you can check the device status and how to take action.

Updating your software to the latest version can help improve your phone's performance as it increases compatibility and provides bug fixes as well as security patches.

To check for software updates, go to "Settings" and tap "Software update." Then, tap "Download and install."

Check your software version

➊ Go to "Settings" and tap "About phone"

➋ Tap "Software information"

➌ Check your device's current software version

Update your software

➊ Go to "Settings" and tap "Software update"

➋ Select "Download and install"

➌ Let your software update to the latest version

TIPS: Having issues with a specific app?

Go to the app and tap "ⓘ." Select "App details in store" and click the "Update" button to install the latest version.

Restarting your phone is a simple way to clean up any unused app running in the background and speed things up.

Automatically restart your phone periodically with "Auto restart." See how to set it up below.

➊ Go to "Settings" and tap "Battery and device care"

➋ Tap the three-dot menu on the top right and click "Automation"

➌ Tap "Auto restart at set times"

➍ Select the restart day under "Schedule" and go to "Time" to set the automatic restart time to complete the setup

Dead On Arrival 

My phone died and won’t turn on or charge: try the fixes below to troubleshoot your dead Android phone.

If your phone died and won’t turn on or charge, the first thing to do is to troubleshoot the charging problem: your charger, USB cable, the charging port, and the power outlet.

At a non-technical level, you need to ensure your charger is delivering power to the phone. If not, your dead phone won’t turn on or charge. If you have any other working Android phone around you, try charging it with the original charger you’re using to charge your dead phone. If it doesn’t charge it, then the charger is faulty: you need to troubleshoot it first. Make sure you’re using the original charger that came with your phone or its equivalent, then try the fixes below to fix your charger

First, ensure the USB cable is firmly connected to the charging brick (charger), and to your phone.

Look into your phone’s charging port and ensure there’s no lint or dust inside it. If the port is dirty, try cleaning it first.

If it’s still not charging, try plugging the charger into another (working) wall outlet. If you’re not sure the power outlet (wall socket) is working, try plugging in another appliance, such as a lamp or tester, into it.

The steps above should fix your phone’s charging problem. If not, you can try using another original charger and USB cable marked with your phone. You can also try charging from the USB port on your computer.

After clarifying that your charger is working, the next solution on how to repair a dead Android phone is to charge your phone for a while. One of the common reasons why many users’ phones died and won’t turn on or charge is because the battery is drained to zero.

In that case, we recommend you plug in your phone with the working charger and let it charge for 30 minutes or up to 2 hours before try another solution. Doing so ensures your phone has enough battery juice to power it on.

If your phone has a charging indicator, make sure it’s working when your plug in the charger. And if you’re lucky, the screen may turn on when the battery is charging.

Meanwhile, leave it to charge for at least 30 minutes or up to 2 hours before turning it on.

If your dead android phone still won’t turn on or charge after plugging it to a working charger for 30 minutes, you should force it to restart. Doing so will close all the active sessions on your phone and restart it. Try any of these methods to force your dead Android phone to restart.

Press and hold the Power button for 8 – 10 seconds. OR,

Press the Power + Volume down (or up) button for 8 – 10 seconds.

Simply do a quick check-up before we move to some advanced troubleshooting to fix a dead phone that won’t turn on. If your phone normally vibrates or makes sounds when it’s powered on, you can use it to diagnose whether your screen is malfunctioning.

Long-press the Power button for 10 – 30 seconds (trying to force your phone to restart)

Wait for a few seconds to hear if your phone vibrates or makes the boot-up sound.

Otherwise, wait for like 5 minutes, then ask someone to call you. If your phone rings, your screen is probably the problem.

If you find out your screen is at fault, you may need to visit a repair center to fix it first. More so, if none of the fixes above worked, you may need to visit the service center for battery replacement or further checkup. OR, try the advanced troubleshooting methods below on how to repair a dead Android phone.

Relax, you’ve tried enough. But unfortunately, if trying all the fixes above cannot power on your dead Android phone, the last resort is to visit the official service provider for your brand.

Most times, the official service provider may help you repair your dead Android phone for free if the problem wasn’t caused artificially or through mishandling.

Network issues

Depending on your region and environment, your device may temporarily disconnect from your mobile network or have a slow network connection. This may be due to your subscribed plan, access region, and mobile network settings.

STEP 1: 

If you are using a 5G device but cannot connect to 5G, please check whether you are subscribed to a 5G plan. You can also check if you are currently in a region that supports 5G. 

On your device, navigate to and open Settings, tap Connections, and then tap Mobile networks.

Note: If needed, contact your carrier for assistance with network access and account issues.

Tap Network mode, and then select your desired mode.

STEP 2: 

There are many possible causes for network connectivity issues and signal loss. Have a look at this video to learn how to optimise and instantly boost your network connectivity, so that you can enjoy a seamless experience with your Samsung Galaxy Smartphone.

Kindly check mobile network at different location or network coverage area.

1. Navigate to Settings -> Connections -> Mobile Networks and Tap Network Operators
2. Tap on Select automatically

1. Disconnect Network pop up will appear. Tap on OK to reconnect network
2. Registered on Network will appear

1. Tap on Settings.
2. Tap on Connections.
3. Tap on Mobile networks

1. Check the same SIM card in another device. If still issue persists, then coordinate with your network provider.
2. Check the device with another SIM card. If still issue persists, then please visit Samsung authorized service center.

To find out if apps are creating problems, boot your device into Safe Mode. In safe mode, applications downloaded by the user do not work. Observe for how long the device worked in a single charge, If the battery discharged slowly, then the problem is in some application, installed after purchase. Uninstall apps that you installed or updated recently.

       Note: Click on the link to know how to boot in safe mode.

To install latest software on your mobile device, follow these steps: 

Step 1. Go to ‘Settings’ > ‘Software update’

Step 2. Tap ‘Download and install’

Step 3. Follow the on-screen instructions

Note: Click on the link to know how to update the software on your device.

To reset network settings: Settings >General management >Reset >Reset network settings.

To reset the all settings: Settings >General management >Reset >Reset all settings.

To perform factory data reset: Settings >General management >Reset >Factory data reset.

Note: Click on the link to know how to perform a factory data reset.

Phone is not turning ON

STEP 1:

Try performing the following steps if your Samsung phone does not turn on or power up:

1. Check the power button

2. Verify that your phone has a sufficient charge.

a. Connect your original charger to your phone.

b. After a few minutes, try to turn on your phone.

3. Verify that your phone's charging port is not damaged.

 a. Carefully inspect your phone to be sure that it is not overheating, swollen or damaged.

 b. Carefully inspect your phone's charging port and remove any dirt or debris.

 Caution: If your phone is damaged, do not complete the remaining steps.

 Visit the nearest Samsung Service Center for assistance.

4. Verify that you are using a compatible charger.

You risk severe damage to your phone if the charger is not the same voltage, amperes, and plug type as your original charger.

5. Attempt a forced restart of the phone.

Note: If performed correctly, a forced restart will not erase any information from the phone. Press and hold the Power key for 30 seconds.

 **If f the phone starts to power on, release the Power key.

 If your Samsung Galaxy Grand Prime does turn on, verify that it is running the most recent software. 

6. Attempt a hardware factory reset.

Note: A hardware factory reset will erase ALL information on the phone! Any information that is not backed up online or to the SD card will be PERMANENTLY LOST.

If you're still having issues, please visit the nearest Samsung Service Center for assistance and repair.

STEP 2: 

Use the steps on this page to fix the following problems on your phone:

• Won’t turn on
• Has a black or blank screen
• Turns on but immediately turns off

First, try holding down your phone's power button for 5-7 seconds. This usually restarts a phone.

1. Check that your cable and charger are working.
2. Try them with another device.
3. Check that the cable is securely connected to the charger and to your phone. 
4. Check that there's nothing in the port of your phone, like dust or lint.

1. Check that your outlet is working. 
2. Plug the charger into a wall outlet.
3. Plug in something else, like a lamp.

Plug in your phone with a working cable, charger, and outlet, then wait one minute.

• If you see a battery icon, your phone is powered off and is charging. You can restart right away.
• If you see a red light, your battery is fully discharged. If the red light is flashing, there isn't enough power to turn on. Charge your phone for at least 30 minutes before restarting.
• If you don't see a battery icon or red light after you plug in your phone, the issue could be with your screen.

1. Press the power button for about 30 seconds.
2. Wait about 2 minutes.
3. Make your phone ring. You can call it from another phone or use Find My Device.

Troubleshoot with advanced steps

Option 1: Troubleshoot by connecting to a computer:

1. Unplug the cable from the power charger.
2. Check that your computer is on and connected to a power source.
3. Connect your phone to your computer's USB port with the cable that came with your phone.
4. Wait 10–15 minutes.
5. Disconnect and reconnect the cable from your phone within 10 seconds.
6. Within 1 minute:
7. If you see a battery icon, your phone is powered off and is charging.
8. If you see a red light, your battery is fully discharged. If the red light is flashing, there isn't enough power to turn on.
9. Charge your phone for at least 30 minutes.
10. Press and hold the power button until your phone restarts. You might need to tap Restart  .

Option 2: Troubleshoot using your phone's buttons:

With your phone plugged in, press and hold both the volume-down button and the power button at the same time for at least 20 seconds.

If you see a red light, your battery is fully discharged.

1. Charge your phone for at least 30 minutes.
2. Press and hold the power button for a few seconds.
3. On your screen, tap Restart .

If you see an Android robot and the word "Start" with an arrow around it:

1. Press the volume-down button until you see the option to "Power off." Press the power button to pick "Power off."
2. Charge your phone for at least 30 minutes. 
3. Press and hold the power button for a few seconds.
4. On your screen, tap Restart , or press and hold the power button for about 30 seconds, until your phone restarts.

Overheating Issue

Whether you're using a phone, tablet, smartwatch, or earbuds, all Galaxy devices have a set temperature range where they operate at their best. While they may feel warm under certain conditions, like charging, this does not affect the devices' lifespan or performance. However, these devices may temporarily generate heat on various occasions. Thus, we suggest taking precautions to avoid placing your device under these circumstances.

The following factors may affect the temperature of your Galaxy devices:

• Using your devices in an environment outside of normal operating conditions (between 32 and 95 degrees Fahrenheit).
• Placing your devices on/near a heat source, such as leaving them in a parked car on a hot day or continuously having them exposed to direct sunlight.
• Running multiple apps for an extended period of time or using processor-intensive apps for gaming, streaming, and GPS tracking.
• Using an incompatible, defective, or non-Samsung certified charger and / or USB cable.
• Initial setup and data transfer from the previous devices.
• System or firmware updates.

As your device generates heat, you may see warning messages. Please be aware that access to certain features/functions may temporarily freeze as a mean to protect the device.

Note: Signs and results may vary by device and model.

Here are some solutions for what to do if your Galaxy devices generate heat.

Solution 1:

Turn off the Wi-Fi, GPS, and Bluetooth functions when not in use.
 In addition, reduce the screen brightness of your device.

➊ Pull down the 'Quick panel', then turn off 'Wi-Fi' and 'Bluetooth'

➋ Turn off ‘Location’

➌ Minimize the brightness

Solution 2:

Optimize the phone to minimize the heat caused by processor intensive apps that drain the battery.

➊ Go to ‘Settings’ and select ‘Battery and device care’

➋ Tap ‘Optimize now’

➌ Tap ‘Done’

Solution 3:

Unused apps in the background may heat up the device.
 To resolve the issue, try ‘Background usage limits’.

➊ Select ‘Battery and device care’

➋ Select ‘Battery’

➌ Select ‘Power saving’

➍ Turn on ‘Power saving’

➎ Select ‘Background usage limits’

➏ Turn on ‘Put unused apps to sleep’

Note:

• Please ensure your device has the latest app updates by checking regularly.
• Screen images and menu items may vary depending on your model and software version.
• 'Power saving’ limits the usage of network, data syncing, location info in the background.

TIPS: What does 'Power saving' do?

- Turns off ‘Always on Display’
- Decreases brightness by 10%
- Limits CPU speed to 70%
- Turns off 5G
 - Limits app use and Home screen

What to do if your Galaxy device generates heat while charging.

Smartphones may generate heat as their slim designs are not optimized for airing out heat or due to their excessive battery consumption. Both the device and the charger can generate heat while charging. The temperature may even feel warmer when charging with ‘Super Fast Chargers’ or wireless chargers.

Take the following actions if your device generates heat while charging.

Disconnect the charger, and close all running apps. Wait until the device cools down, then start charging again.

 If the problem persists, try charging with another Samsung-authorized charger and USB cable. Please be aware that the charging port may generate heat due to a damaged or incompatible charging cable.

Note:

• The warranty for the smartphone battery is a year. If a manufacturing issue is identified by the Samsung Service Center within the warranty period, it will be repaired or replaced free of cost. If the issue is identified as caused by the user, even within the warranty period, or any issue is discovered after the warranty ends, there may be a charge to you for the repair.
• When using a wireless charger, make sure there are no metal substances, magnets, or credit/transit cards between the device and the charger.
• Charge with a Samsung Authorized Wireless Charger,
   designed for your Galaxy devices.

STEP 2: 

Why is your phone getting hot? 

There are several things that could lead to your phone overheating. Leaving it in direct sunlight or an uncomfortably warm space, like your car, is one of the most common causes behind a phone’s internal temperature rising.  How you use your phone, and how frequently you use it, can also have an impact on your phone’s temperature. If you’re someone who is on your phone all day, that can lead to your phone battery working overtime and causing your phone to overheat. The same goes for having a lot of apps open at the same time—having too many working in the background can strain the battery and cause the phone to feel overly warm.

Another potential cause? Overcharging happens when you leave your phone on the charger even after it’s reached 100%.  Whatever the reason behind your phone overheating, it’s best for your phone to stay at a lower temperature. If your phone gets too hot, it can experience problems like battery drain, forced shutdown, and even a total meltdown (the phone’s Central Processing Unit is capable of melting if it reaches extreme temperatures). There’s also the chance that your phone will not restart if it was forced to shut down due to overheating. Here’s what to do to help cool things down. 

5 tips to stop your phone from overheating 

The easiest way to prevent overheating is to keep your phone out of the sun. Your phone catches light and heat from the sun and retains it, getting hotter the longer it remains in sunlight and heat. 

Turning your screen's brightness will force your battery to work harder and create more heat. Lower your screen brightness and consider shortening the screen timeout duration to keep your screen from being on for unnecessarily long periods of time. Also, look into an antiglare screen protector—it can help you see your phone’s screen in the sun so you won’t have to turn the brightness up higher. 

Not all phone chargers are created equally. To be on the safe side, use a charger from a reputable manufacturer that is compatible with your device. Also, ensure that there is no damage to the charger itself or to your phone’s charging port as these are also issues that can lead to overheating. 

Too many open apps running in the background cause your phone to work harder, which in turn causes it to heat up. The solution is super simple: On an iPhone®, slowly swipe up from the bottom of the screen to see all apps that are open and swipe to close the ones you don’t need (if your iPhone still has a home button, double-tap that to see open apps). On an Android™, you can tap the menu icon in the lower-left corner of the screen (it will look like either three vertical dots or three vertical lines, depending on your phone model). If you don’t have this option, try swiping up from the bottom of the screen to see open apps and swiping away the ones you want to close. 

5. KEEP YOUR APPS UP TO DATE:

Many app updates include bug fixes that can improve your phone’s efficiency, meaning they’ll use up less of your device’s energy. Now we’ve covered ways to prevent your phone from overheating, here are a few ways to safely cool your phone off if it’s already hot to the touch or you’ve received a temperature warning on your device.

6 ways to cool down your phone:

It may sound silly, but fanning your phone or blowing on it can help. Just as fanning keeps a body cool, a breeze can help cool off your phone when it’s getting a bit too toasty. 

You may be tempted to place your overheating device in the refrigerator or freezer for a minute, but we wouldn’t recommend it. Exposing your phone to extreme temperatures strains the components and also puts it at risk of collecting moisture, a sure fire way to break your device. 

If your phone is overheating, your phone case isn’t helping. Phones are built with dissipating heat in mind, but cases can hold it in. So, take that case off to allow your phone to cool down more quickly. 

If Bluetooth® is on but the phone isn’t connected to a device, it will constantly scan for something to connect to. This can cause the phone to warm up. 

If your phone has low or no signal, it may be working overtime searching for a connection, which can lead to your phone warming up. Turn on Airplane Mode until you’re back in an area with coverage. 

Stacking your running phone, tablet, and computer together in a bag makes them more susceptible to overheating, so you must keep them separated to help them keep their cool.

If you've tried these steps and still need a little help, we're right around the corner. 

Battery draining

Battery consumption and lifespan varies depending on a number of factors, including the frequency of device use, the number of installed and running apps, operating system errors, and network connectivity. 5G networks may drain the battery faster, but Galaxy phones use advanced AI-based software to efficiently control battery consumption to suit your usage patterns.

Before you try the recommendations below, be sure to check if your device's software and related apps are updated to the latest version. To update your mobile device's software, follow these steps: 

Step 1. Go to Settings > Software update.

Step 2. Tap on Download and install.

Step 3. Follow the on-screen instructions.

Battery can be consumed a little faster right after purchase

You may notice that your new phone's battery seems to be draining faster compared to your previous device even though you are using it under the same conditions after purchase.

During the first few days after purchase, users have usually activated many applications and set various features for initial device setting, and the frequency of background operation is optimised at this period. So, you may feel the battery usage time is shorter compared to when you were using your previous device.

5G service may consume more battery

While connected to a 5G network, your phone may consume more battery than usual. Current 5G services are compliant with the Non-Standalone (NSA)* standard, which uses 4G (LTE) and 5G together. Therefore, 5G and 4G (LTE) circuits are used simultaneously for high-speed processing of large-capacity data.

Since your phone is connected to multiple networks at the same time, the battery may drain faster than you would typically expect, and your phone may get a little warmer than when solely on 3G or LTE. To make up for this, you can use features that will optimise and improve your phone's overall performance.

* NSA (Non-Standalone): The first roll-out of 5G networks and devices will be brought under Non-Standalone (NSA) operation, which is to say that the 5G networks will be supported by existing 4G infrastructure. Thus, 5G-enabled devices will connect to 5G frequencies for data throughout but will still use 4G for non-data features such as connecting to the base stations and servers.

Note: If you feel the device overheats, do not use it for a while and wait while the device cools.

If you want to extend the battery lifespan of your phone or if you feel that the battery is draining fast, you can optimise your phone overall, manage app power as well as optimise individual apps. You can reduce battery consumption in the following ways.

You can optimise your phone using the Device care feature to reduce battery consumption by closing unused apps and controlling abnormal battery usage. Follow the steps below.

Step 1. Open Settings, and then select Battery and device care.

Step 2. Tap Optimize now. Device care automatically optimises your phone.

The quick optimisation feature improves device performance through the following actions.

• Closes apps running in the background.
• Manages abnormal battery usage.
• Scans for crashed apps and malware.

Using the auto optimisation feature

You can set the device to perform auto optimisation when your device is not in use. Tap More options > Automation > Auto optimize daily and tap the switch to activate it.

The more unused apps there are running in the background, the more power your battery will use. Background usage limits can be set to reduce battery consumption. Follow the steps below.

Step 1. Open Settings and then select Battery and device care.

Step 2. Tap Battery.

Step 3. Tap Background usage limits.

Step 4. Set the app you want to control.

You can choose from the following settings:

• Put unused apps to sleep will automatically put apps to sleep if they have not been used for a while.
• Sleeping apps allows you to choose the apps that won't run in the background. You can view your current sleeping apps as well.
• Deep sleeping apps will never run in the background and will only work when you open them.
• Never sleeping apps allows you to choose which apps will not automatically be set to sleeping mode.

You can optimise individual apps to use less battery. Follow the steps below.

Step 1. Open Settings and then select Apps.

Step 2. Tap More options (the three vertical dots).

Step 3. Select Special access.

Step 4. Select Optimize battery usage.

Step 5. Select the app you want to optimise. Optimised apps use less battery.

Note: Optimised apps will use less battery, but some background functions will be restricted.

Phone that won't connect to a Wi-Fi network

When you have difficulty connecting to Wi-Fi on your phone, you need to check whether the Wi-Fi signal is not found or if the Wi-Fi network is found but cannot connect. Check out the guide below to successfully get your Wi-Fi network online.

Before you try out the recommendations below, be sure to check if your device's software and related apps are updated to the latest version. To update your mobile device's software, follow these steps: 

Step 1. Go to Settings > Software update.

Step 2. Tap on Download and install.

Step 3. Follow the on-screen instructions.

What to do if the Wi-Fi network is not detected?

There can be various reasons for the problem of not being able to connect to the Wi-Fi network normally. For example, the router may not be working properly or there may be an issue with your phone's network settings. Check out the guide below.

Check 1. Make sure the router is available:

Check if the router is working properly. Make sure that it's powered on, connected to the Internet, and that your phone is within the router's Wi-Fi range. In addition, if too many devices are connected to one router, the Wi-Fi may not be detected.

Note: The router display may vary from device to device. Check with your router provider.

Check 2. Restart the devices: 

Try restarting your Galaxy phone, router, and modem.

Step 1. To restart your phone, tap the Power icon in the Quick panel, then tap Restart.

Step 2. Turn your router and modem off and on again. When turning the router and modem off, unplug the power plug and plug it back in, and then turn on the power. 

Step 3. After you restart each device, see if you fixed the issue.

Check 3. Reset the network settings:

Follow the steps below to reset the network settings and turn on Wi-Fi again.

Step 1. Go to Settings, and then select General management.

Step 2. Find and select Reset.

Step 3. Choose Reset network settings.

Step 4. Tap on the Reset settings button.

Step 5. Tap on the Reset button.

Note: When you reset the network settings, the Wi-Fi information, mobile data, and Bluetooth connection are reset.

Check 4. Start your device in Safe mode again:

Try the Wi-Fi connection in Safe mode. If the Wi-Fi network is connected in Safe Mode, it may be a problem caused by the downloaded app on your phone, and that app should be uninstalled. To find which app causes a Wi-Fi issue, you can try uninstalling the apps in the order of the last installation.

Step 1. Open Quick settings. Tap the Power icon at the top of the screen.

Step 2. Touch and hold Power off until the Safe mode icon is displayed.

Step 3. Tap Safe mode to start your device in Safe mode. If you've entered Safe mode successfully, you will see Safe mode displayed at the bottom of the screen.

Check 5. Make sure that you're using the correct Wi-Fi password:

If there is a lock mark inside the Wi-Fi network icon, it is a password protected network. When entering the password, be careful and enter it correctly. Wi-Fi passwords are case-sensitive.

Check 6. Perform a Factory data reset:

If the above methods do not work, you may bring your device back to the factory default settings just like when you powered on your device for the first time.

Step 1. Go to Settings, and then select General management.

Step 2. Select Reset, and then tap on Factory data reset.

Step 3. Scroll down the page and tap on the Reset button.

Step 4. Tap on the Delete all button. 

Note: 

• Factory data resetting a mobile device is not reversible. 
• Make sure that all of your information is saved to a backup somewhere else before attempting to reset your phone.

Bluetooth device won't stay connected

Bluetooth device won't stay connected to Galaxy phone or tablet

There could be a number of reasons why a Bluetooth device may randomly disconnect from your Galaxy phone or tablet. It could be that the device has a low battery, was moved too far away from the Galaxy device, or the Bluetooth function was accidentally turned off. This guide will go over different scenarios and helpful tricks.

Make sure your main device and the Bluetooth device both have sufficient power. If needed, plug them into an adequate power source or charge their battery and then try connecting them again.

Make sure Bluetooth is enabled on your phone or tablet. To check if it's turned on, swipe down from the top of the screen to open the Quick settings panel. Tap the Bluetooth icon to turn it on. The icon will glow blue when it's enabled and will be grayed out when it's disabled.

In order to connect, most Bluetooth devices need to be within 30 feet of the phone or tablet. Make sure the devices are close enough; otherwise, they will not connect.

If possible, restart the Bluetooth device. Then, restart your phone or tablet. This can help fix minor issues and may help the Bluetooth device connect again.

• On devices with a regular Power key, press and hold the Power key until the Power menu is displayed. Tap the Power icon at the top of the screen, and then tap Restart. Tap Restart again.
• On devices without a dedicated Power button, swipe down from the top of the screen to open the Quick settings panel. Tap the Power icon at the top of the screen, and then tap Restart. Tap Restart again. Alternatively, you can press and hold the Power and Volume down keys until the phone or tablet shuts down.

Check to see if your phone or tablet has any available software updates and update it as needed.

Also make sure to check if your Bluetooth device needs any software or firmware updates. These are often overlooked. You may need to contact the manufacturer for instructions if you have a third-party device.

Some Bluetooth devices may need a support app in order to connect to a phone or tablet. For example, Samsung earbuds and smart watches connect through the Galaxy Wearable app.

If you are using a third-party Bluetooth device, please check with the manufacturer to see if a support app is required.

Disconnect the Bluetooth device and then pair them again to your phone or tablet. Sometimes this simple trick will fix connection issues.

You can clear the Bluetooth's data cache on the phone or tablet to completely reset Bluetooth. 

1. To do this, open Settings, and then swipe to and tap Apps.
2. Tap the Sort icon (the down arrow with three vertical bars), then tap Show system apps.
3. Tap OK and all the system apps will appear in the list.
4. Tap Bluetooth, tap Storage, and then tap Clear data. Tap OK to confirm.

You may need to reconnect the Bluetooth device in question, along with any other devices you had connected.

Test the Bluetooth device in different scenarios to help narrow down the problem.

First, factory reset your Bluetooth device if possible, and then test it to see if it's working as expected. 

From Settings, search for and select Factory data reset. Next, tap Factory data reset again, and then review the information. When you're ready, swipe to and tap Reset. If you have a security lock set on the phone, you will be asked to enter the credentials. You may also need to enter your Samsung or Google account information. To delete all information and downloaded apps, tap Delete all.

Your phone will reset; when it turns back on, it will start from the initial setup screen. Once everything is set up, try reconnecting your Bluetooth device again.

Back up and restore data or files on your Galaxy device

If you accidentally delete a file on your phone or tablet, don't panic. When you back up and restore your content using the storage options on your Galaxy device, you'll be able to download the files again. For example, you can use a cloud service, like Samsung Cloud, or a microSD card to back up pictures, videos, music, documents, and much more.

Note: Available settings may vary by carrier and software version. Samsung Cloud is not available on Verizon phones or tablets and may not be supported in certain countries. If you're moving data to a new device, check out our guide to transferring data with Smart Switch.

Note: Individual files over 1GB will not be uploaded.

Backing up your data is a little different than syncing. When you back up, you save your device's files to the cloud, so they can be redownloaded later. These files won't automatically appear on your other devices unless you manually restore them. Syncing, on the other hand, automatically adds updated information to a device.

Below are some apps on your phone or tablet that support the back up and restore feature. We've also listed what kinds of data will be backed up from these apps:

• Call logs: Call and message history
• Clock: Alarms, world clocks, and timers
• Apps: Installation files and app settings
• Calendar: Events and tasks saved on your phone or tablet
• Messages: Enhanced messages, multimedia messages, and text messages
• Contacts: Contacts, email addresses, and business cards saved on your phone, tablet, or USIM
• Home screen: Layout, wallpapers, and Samsung DeX settings (your default wallpapers won't be backed up)
• Settings: Accessibility settings, ringtones, Samsung Keyboard options, Wi-Fi settings, and Always on Display settings (your default ringtone won't be backed up)
• Voice Recorder: Saved audio clips recorded using the Voice Recorder app
• Samsung Daily: Your personalized content preferences and settings
  Note: Samsung Daily is only available on select phones, such as the S8. Newer phones use Samsung Free instead; however, this service cannot be backed up.

Make sure you don't lose that precious video of your baby's first steps. Manually back up your data whenever you have new files, so you can relive your special moments.

Manual backup

1. From Settings, tap your name at the top of the screen.
2. Tap Samsung Cloud.
3. Select the data you'd like to back up, such as Messages or Calendar, and then tap Back up at the bottom of the screen.
4. The backup will begin uploading to the cloud. It may take some time if you have a lot of files.
5. Feel free to navigate away while the backup is in process. It will continue in the background and a notification will appear when it is complete.

To learn more about the syncing process, tap More options (the three vertical dots), and then tap More information.

Automatic backup

When you enable the Automatic backup feature in Samsung Cloud, your data is backed up automatically once every 24 hours, as long as your phone or tablet is charging and connected to a Wi-Fi network. The screen also needs to be off for at least an hour. You can also customize what files are automatically backed up.

1. From Settings, navigate to and tap Accounts and backup.
2. Tap Manage accounts, and then select your Samsung account.
3. Tap Sync account, and then tap Auto back up.
4. Note: If the Auto back up option does not appear, your carrier does not support this feature.
5. Tap the switch next to the data you'd like to back up, such as Messages or Calendar. That's it!

Note: Content will not automatically back up if the cloud storage is full.

Once everything is backed up on Samsung Cloud, restoring your data is simple. You can even transfer it to another device using the Restore feature.

1. From Settings, tap your name at the top of the screen.
2. Tap Samsung Cloud, and then tap Restore data.
3. Select your desired device backup, and then select the content you want to restore.
4. Next, tap Restore, and then tap Install if prompted.
5. The backup will begin downloading. It may take some time if you have a lot of files.
6. Tap Done when it's finished.

If you no longer want something on Samsung Cloud, you can delete it to save space.

1. From Settings, tap your name, and then tap Samsung Cloud.
2. Tap Restore data, and then select the backup you want to delete.
3. Tap More options (the three vertical dots), and then tap Delete backups.

1. Select and deselect the files to delete based on your preferences. When you're ready, tap Delete, and then tap Delete again.
2. Tap Done once it's finished.

Google is another great option to back up and restore your data. Your Google account can be used to sync data between multiple devices, just by logging in to the same account on each device.

1. Open Settings, and then tap Accounts and backup.
2. Tap Back up data under Google Drive. If prompted, sign in using your Google account credentials.
3. Tap Back up now to begin syncing your data.
4. To restore your data, tap the switch next to Automatic restore under Google account.

Note: The Automatic restore option may not be available on all models.

If you'd rather use a method that doesn't require the internet, you can try using a microSD card. Simply insert one into your phone or tablet and then copy your files to the card with the My Files app, so they'll be safe and sound.

Restoring backed up files is as easy as backing them up! Just copy them to the phone or tablet, or even copy them to another device.

Note: Not all phone or tablet models support microSD cards.

Smart Switch on your PC is another great option for backing up your contacts, music, photos, and more. You can use this method if you need to transfer content to a new Galaxy phone, or if you'd like to have an extra backup just in case.

Just back up your files on your PC or Mac and then connect your new phone using a USB cable. Then, you can move your data to your phone! Or, access your data another time if you need to restore it.

Transfer Content with Samsung Smart Switch

So, you got a brand new Galaxy phone and it's awesome. But what's not so awesome is missing all your old photos, videos, and contacts. Well, your worries are over because Samsung Smart Switch lets you seamlessly transfer all your content from your old phone to your new Galaxy phone. Smart Switch will transfer data from most Android or iOS phones, and even some older Windows and Blackberry devices. You can purchase a USB cable and external storage device (microSD or USB flash drive) on our website.

Note: Smart Switch lets you transfer content from old phones to Galaxy devices only. For example, you cannot transfer content to an iOS device. The supported items may change depending on the connected device.

A wireless transfer is the preferred way to copy your data to a new phone. It's fast and lets you keep the phones plugged into their chargers during the transfer.

1. First, make sure the Smart Switch app is installed on both phones, and plug them into their chargers.
2. When you're ready, place the phones within 4 inches of each other.
3. Launch Smart Switch on both phones. Open Settings, search for Smart Switch, and then tap Bring data from old device. Tap Bring data from old device again.
    Note: Alternatively, you can navigate to the Samsung folder on the Apps screen, and open Smart Switch from there.
4. On the old phone, tap Send data, and then tap Wireless.

1. On your new phone, tap Receive data, tap Galaxy/Android, and then tap Wireless.
2. Next, complete the connection by tapping Allow on the old phone. On your new phone, choose the content you want to move, and then tap Transfer. Once the transfer is complete, tap Close on the new phone and you're good to go.

You have lots of valuable data saved on your old iOS phone but transferring it seems like a logistical nightmare. No worries, Smart Switch makes transferring through iCloud a breeze.

Note: Alternatively, you can navigate to the Samsung folder on the Apps screen, and open Smart Switch from there.

1. Tap Receive data on the new phone, and then tap iPhone/iPad.
2. Tap Get data from iCloud instead at the bottom of the screen.
3. Enter your Apple ID and password, and then tap Sign in to iCloud.

1. Enter the verification code, and then tap OK.
2. Select the data you want to transfer, and then tap Transfer. When the transfer is finished, tap Next, tap Next again, and then tap Done.

Note: iTunes music and videos cannot be transferred from iCloud. Unencrypted iTunes music can be transferred to your phone by simply copying the M4A files from a PC with your iTunes library. You can also transfer your music files directly from a PC. 

Note: If you use Smart Switch via a USB OTG connection, make sure your devices are at least 20% charged to ensure a safe data transfer. The transfer may take a while, depending on the volume of multimedia data. It is recommended to fully charge your devices before beginning the transfer.

Wired transfer is best for people who don't have a lot of data on their old phone. This is because wired transfer doesn't allow you to keep your phones connected to a charger during the transfer. If you have a lot of data or years' worth of text messages to transfer, we recommend performing a wireless transfer instead.

Note: A USB-OTG adapter is provided in-box with the Galaxy S10+, S10, S10e, Note10+, Note10+ 5G, and Z Flip. Newer phone models do not come with this adapter.

1. Connect the phones with the old phone's USB cable. Most cables will require you to use a USB-OTG adapter. If you have an iPhone with a Lightning to USB-C or an Android with a USB-C to USB-C cable you won't need an adapter; it will plug right into your new Galaxy.
2. Launch Smart Switch on both phones. On the new Galaxy phone, open Settings, search for Smart Switch, and then tap Bring data from old device. Tap Bring data from old device again.
    Note: Alternatively, you can navigate to the Samsung folder on the Apps screen, and open Smart Switch from there.
3. On the old phone, tap Send data, and then tap Cable.
4. On the new phone, tap Receive data, select the type of device you're transferring from (i.e. Galaxy/Android), and then tap Cable. Smart Switch will begin scanning the old phone for transferrable content.
5. After the scan, select the data you want transferred to the new phone. An estimate of the transfer time will be displayed. If the transfer will take more than an hour, you may want to use a wireless transfer so both phones can be charged during the transfer. 

Note: You can view the other sections in this article to learn about wireless transfers.

1. When you are ready to start, tap Transfer.
2. When finished, tap Done on the new phone, and tap Close on the old phone.

If you have a large enough capacity microSD card or USB OTG flash drive, you can use Smart Switch to transfer your data and back up your old device to the external storage. Before you begin, insert the microSD card or USB OTG storage device into the old phone.

1. Launch Smart Switch on the old phone. On the new Galaxy phone, open Settings, search for Smart Switch, and then tap Bring data from old device. Tap Bring data from old device again.
    Note: Alternatively, you can navigate to the Samsung folder on the Apps screen, and open Smart Switch from there.
2. Tap the SD card icon in the upper right corner, and then tap SD card under Back up to.
3. Select what you want to back up. If there's not enough space on your external storage, you may need to deselect some items, but you can come back later to transfer anything that won't fit.

1. You can choose between Everything; Just accounts, calls, contacts, and messages; or Custom. Tap Next. If a popup message appears, select the appropriate option.
2. Follow the on-screen instructions. They will be very different depending on what option you chose. When it's complete, tap Done, and then remove the external storage device.
3. Next, insert the external storage into the new Galaxy phone, and then launch Smart Switch.
4. Tap the SD card icon, and then tap Restore. Select what you want to restore, and then tap Restore again.
5. When it's complete, tap Next, and then tap Done. You can repeat this process as many times as needed.

Note: If you connect your device to an external hard drive via an OTG cable, you can use file explorer apps (such as My Files) to copy data from the device to the external hard drive. External hard drives must be formatted as FAT or exFAT to be recognized by Galaxy devices. Some external hard drive devices require an external power supply.

1. On the new Galaxy phone, open Settings, search for Smart Switch, and then tap Bring data from old device. Tap Bring data from old device again.
    Note: Alternatively, you can navigate to the Samsung folder on the Apps screen, and open Smart Switch from there.
2. On the new Galaxy phone, tap Receive data, and then tap Windows Phone.

Note: If your Location service is not enabled, you will be prompted to turn it on.

1. Once you've installed and opened Smart Switch, tap Connect on the old phone, and then select the network.
2. Enter the password shown on your new Galaxy phone. Your data will now be transferred.