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Support

General FAQs

For general information, refer to the following links:
  • T-Mobile Concord Common Procedures


    See the How tos section in the upper left corner for extensive common procedures for this device.


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  • Applications available on the T-Mobile Concord


    • Google Play Store
    • Account Info
    • Email
    • Facebook
    • 2 Megapixel Camera
    • Google+
    • Google Maps
    • Google Talk
    • Music/Media Player
    • Voice Search
    • YouTube

    Note: The T-Mobile Concord S is a T-Mobile branded device that is being sold for Family Mobile service. As a result, some applications pre-installed on the phone are NOT available for Family Mobile customers:


    • T-Mobile Mall

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  • Back up data


    Turn off Automatic Backup


    Android can automatically back up your settings. However, if you automatically back up and restore your settings when you perform a reset, it can cause any problems to return. Family Mobile recommends that you turn off this feature.


    • From the Home screen, press the Menu key.
    • Tap Settings.
    • Tap Privacy.
    • Tap the Back up my data check box to clear it.
    • Tap OK.
    • Make sure there is no check mark in the Back up my settings check box.

    Record & Sync Accounts


    Make sure you know the Google account on the device, you remember the password, and that you back up your data.


    • From the Home screen, press the Menu key.
    • Tap Settings.
    • Tap Accounts & sync.
    • Look for a Google account that is synchronized here, as well as any other email addresses. Write down these accounts so that you can use them after the master reset.
      Note: If you do not know your password go to www.google.com/accounts/recovery from a computer
    • Touch Sync all button to back up your synchronized data.
    • After the reset, sync your phone to your accounts to restore contacts and other items stored on them.

    Contacts


    Make sure your contacts are backed up, and not just sorted in your phone memory.


    • From the Home screen, tap the All apps button.
    • Tap Contacts or People.
    • Press the Menu key.
    • Tap View or Display options.
    • View the number next to Phone(_).

    If it says Phone (0) , then you have zero contacts stored on the phone. You backed up all your contacts when you synchronized your Google and Exchange ActiveSync accounts. Skip to the next set of options.

    If it says Phone (1) or higher, then you have contacts that will be lost unless you back them up. You can:

    • From a computer go to gmail.com and enter your contacts.
    • Export contacts:
    • Press the Back key to return to the Contacts list.
    • Press the Menu key.
    • Tap Import/Export.
    • Tap Export to SD card.
      Note: Only Android 2.1 and above can back up to the SD card. For older versions of Android you can select Export to SIM card, but this may lose contact information. Alternately, you can download a non-Family Mobile application in the Android Market/Google Play Store that can back up
      your contacts. Family Mobile does not support these applications, but you can contact the developer for help.
    • After the reset you can access this menu to import your contacts from the SD card.

    Calendar


    Calendar items are saved on the servers of Google or your Exchange account. After the sync instructions you can check they are backed up. You do not need to back it up.


    Email


    Email is stored on the servers of the email provider, not on the device. Downloaded email attachments are stored on the memory card. You do not need to back it up.


    Check for any saved drafts of email and send them before the reset or they may be erased.


    Text Messages (SMS) & Picture Messages (MMS)


    Android does not back up your text messages (SMS) and picture messages (MMS).
    Note: There are non-Family Mobile applications in the Android Market/Google Play Store that can back up your messages. Family Mobile does not support these applications, but you contact the developer for help.


    It is recommended that you do NOT restore the messages after the reset. Having many messages can cause phone problems.


    Applications


    Android Market/Google Play Store Free Applications Android Market/Google Play Store Paid Applications Amazon Appstore All Applications

    Free apps do not appear in the Android Market/Google Play Store automatically. You either need to:


    • Before the reset, write down all your free application names so you can search for them later.
    OR
    • After the reset, on a computer go to play.google.com.
    • Click My Android Apps.
    • Click the names of your applications and click the Install button.

    Paid applications are already saved to your Google account. You can:


    • After the reset, open Android Market/Google Play Store.
    • Press the Menu key.
    • Tap My apps.
    • Tap your apps that show as Purchased to install them.

    If you use Amazon Appstore, it saves all your free and paid Amazon downloads on your account. You can:


    • After the reset, install the Amazon Appstore app again.
    • Sign in to your Amazon account.
    • Follow the prompts to reinstall the apps.

    If the app stored data (saved games, high scores, memos, preferences, etc.) are on:


    • The memory card, then the data will be saved.
    • The phone memory, then the data will be lost.
      Note: There are non-Family Mobile applications on Android Market/Google Play Store that can back up your app data. Family Mobile does not support these applications, but you can contact the developer for help.

    Media


    Android saves your media (pictures, photos, videos, music) on the memory card. It will be saved.


    Memory Card


    Some Android devices give the option to erase the contents on the memory card. In most cases this is not necessary. Family Mobile advises you not to erase the memory card unless it is completely necessary, because it contains most of your information.


    You may choose to erase the memory card if you think that an application has stored corrupted information on it.


    • Connect your phone to a computer with a USB cable.
    • When the computer shows a Removable disk popup, select Open folder to view files.
      Note: If the computer does not show the phone as a drive, then pull down the Notification bar and change the USB connection type to Disk drive.
    • Copy all the files from your memory card to a folder on your computer.
    • After the reset, you can do the same thing to move them back. Do not copy any files back to the memory card if you suspect that they are corrupted or the problems will return.

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  • Check mobile network settings and reset APN


    1. From the Home screen, press the Menu key
    2. Touch Settings, Wireless & Networks, or Wireless Controls.
      Note: Actual option name depends on software version.
    3. Verify that the Airplane Mode or Flight Mode check box is cleared.
    4. If you see a Mobile Network check box, verify it is selected.
    5. Touch Mobile Networks.
    6. If you see the following check boxes, verify they are selected:

      Data Enabled

      Use Packet Data

      Data Roaming.
      Note
      : This incurs charges if you roam internationally

    7. Touch Access Point Names or APNs.
    8. Press the Menu key.
    9. Touch Reset to default.
    10. Press the Home key.
    11. Test the data connection and access the web to verify it is working correctly.
    12. If these steps did not resolve the issue and you still cannot access the web, proceed to Verify and update the APN settings.

    Verify and update the APN settings


    1. From the Home screen, press the Menu key.
    2. Touch Settings.
    3. Touch Wireless & Networks or Wireless Controls.
      Note: Depends on software version.
    4. Touch Mobile Networks.
    5. Touch Access Point Names or APNs.
    6. If there is a T-Mobile APN, touch it. If not, press the Menu key, and touch New APN.
    7. Verify and update the following settings for the Data APN:

      Name: T- Mobile

      APN: web.omwtoday.com

      Proxy: <Not set>

      Port: <Not set>

      Username: <Not set>

      Password: <Not set>

      Server: <Not set>

      MMSC: http://wirelessfour.mmsmvno.com/mms/wapenc

      MMS proxy: <Not set>

      MMS port: <Not set>

      MMS protocol: WAP 2.0 (Most devices do not have this field)

      MCC: 310

      MNC: 260

      Authentication type: <Not set>

      APN type: <Not set> OR Internet+MMS (depending on software version)

    8. Press the Menu key.
    9. Touch Save.
    10. In the list of APNs, delete all others that appear.
      Exception: Do not delete the FOTA APN.
      To delete an APN, follow these steps:
      1. Touch the APN you want to delete.
      2. Press the Menu key.
      3. Touch Delete APN.
    11. Verify there is a circle next to the remaining APN to indicate it is activated.
    12. Perform a soft reset.
    13. Test the data connection and access the web to verify it is working correctly.

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  • Downloading from My Device/T-Mobile Mall


    The My Device/T-Mobile Mall application on your device is designed for T-Mobile, so you may encounter a few discrepancies when using this application.


    When downloading from the T-Mobile Mall, you will see a message stating that the charge will show up on your next bill. For Family Mobile customers, the charge for any paid downloads will be deducted from your Extras Pack.



    Note: CallerTunes is listed as choice in the T-Mobile Mall, but is not available to Family Mobile customers.


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    • Manage phone memory


      The T-Mobile Concord has about 130 MB of internal memory for storing apps, app caches, emails, and text messages, so memory management strategies are important.


      Upon first use and logging into a Google Account, the Google Play Store will notify you of available updates for the preloaded applications on the device. Upon downloading the available updates, the internal memory of this device will be compromised.


      Perform the steps below to resolve the low internal memory warning issue:


      • Back up the data on the device per Back up data
      • Complete a master reset per Master reset procedures
        Note: Master reset clears data from internal memory.
      • Uninstall the updates or choose not to install the updates if not yet installed. Applications will work on the device without the updates and this allows for the installations of other applications from the Play Store.
      • Move downloaded applications to the SD card per How tos.

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    • Master reset procedures


      Performing a master reset may help resolve issue with your phone such as:


      • Battery/charging/power issues
      • Call audio issues
      • Camera performance
      • Cannot make or receive calls
      • Phone slowness

      Important: A master reset restores the original factory settings and may erase all downloaded content, including ringtones, images, programs, and contacts stored in the internal memory. Family Mobile cannot restore data lost as a result of a master reset. It does not erase data stored on the SIM card or memory card (if available).


      To perform a master reset, follow these steps:


      • Back up all necessary data and synchronize files. See Back up data above.
      • From any Home screen, tap the Menu key.
      • Tap Settings.
      • Tap Privacy.
        .Important: Turning off Back up my settings and Automatic restore may prevent issues from reoccurring after performing the master reset.
      • Tap the Automatic restore check box to clear (turn off) automatic restore.
      • Tap the Backup my settings check box to clear (turn off) automatic backup.
      • Tap the Backkey.
      • Tap SD & phone storage
      • Scroll to and tap Factory data reset
      • Tap Reset phone
      • Tap Erase everything

      Soft reset


      If your device is running slower than normal or not performing properly, perform a soft reset. A soft reset clears and shuts down all active programs.


      To perform a soft reset, follow these steps:

      • Save any open files.
      • Press and hold the Power key.
      • Tap Power off
      • After the device has powered down, press and hold the Power key to restart.

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