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Support

General FAQs

For general information, refer to the following links:

  • Samsung Galaxy S III 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 Samsung Galaxy S III


    • Email
    • Google Maps
    • Google Play Store
    • Instant Messaging
    • Music Player
    • My Account
    • Weather

    Note: Some applications that come pre-loaded with the Samsung Galaxy S III may work with limitations. They are:

    • AllShare (Requires Wi-Fi network)
    • Media Hub
    • More for Me
    • T-Mobile TV (Requires Extras Pack balance after 30-day trial)

    Note: The Samsung Galaxy S III is a T-Mobile branded device that is also available for use with Family Mobile service. As a result, some applications pre-installed on the phone are NOT available for Family Mobile customers. They are:

    • 411 & More
    • T-Mobile Name ID
    • Visual Voicemail
    • Wi-Fi Calling
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  • Back up data


    Contacts


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


    1. From the Home screen, tap the All apps button.
    2. Tap Contacts or People.
    3. Press the Menu key.
    4. Tap View or Display options.
    5. View the number next to Phone(_).
      • If 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 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 the calendar 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
    1. After the reset, on a computer go to play.google.com.
    2. Click My Android Apps.
    3. Click the names of your applications and click the Install button.

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


    1. After the reset, open Android Market/Google Play Store.
    2. Press the Menu key.
    3. Tap My apps.
    4. 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:


    1. After the reset, install the Amazon Appstore app again.
    2. Sign in to your Amazon account.
    3. 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. If the data is stored on 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.


    1. Connect your phone to a computer with a USB cable.
    2. 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.

    3. Copy all the files from your memory card to a folder on your computer.
    4. 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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  • Clear application cache


    To clear the cache for an application, follow these steps:


    1. From any Home screen, tap the Menu key.
    2. Tap Settings.
    3. Tap Application manager.
    4. Tap one of the following tabs:
      • Downloaded
      • All
      • Running
    5. Tap the desired application.
    6. Tap Clear Cache and Clear Data.

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  • Incoming calls auto answer


    The built-in S Voice and Accessory Auto Answer features automatically answer incoming calls.


    Symptoms:


    1. Phone rings once then picks up an incoming call
    2. Calls are answered without swiping screen to accept

    Resolution:


    The S Voice or Accessory Auto Answer will auto answer when activated. See the below steps to turn off these features.


    To turn off S Voice, follow these steps:


    1. From the Home screen, tap the App tray.
    2. Tap S Voice.
    3. Tap the Menu key.
    4. Tap Settings
    5. Under Control apps, slide the bar to OFF.

    To turn off Accessory Auto Answer (calls will be auto answered if a headset is inserted in the phone), follow these steps:


    1. From the Home screen, tap Phone
    2. Tap the Menu key.
    3. Tap Call Settings.
    4. Tap Accessory settings for call.
    5. Uncheck Automatic Answering.

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  • Lock screen displaced to upper-right corner


    The pattern lock screen or PIN lock screen may appear displaced to the top-right corner of the screen. You may be able to unlock the phone using the correct pattern or PIN without any issue.

    Resolution

    This is a random and intermittent issue that is a part of the Android operating system. It does not prevent unlocking the phone.

    To resolve the pattern lock screen appearing off to the side, turn the phone off and back on again.


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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.


    1. Back up all necessary data. See Back up data above.
    2. From any Home screen, tap the Menu key.
    3. Tap Settings.
    4. Tap Back up and reset.
    5. Tap Automatic restore to clear the check box and disable.
    6. Tap Back up my data to clear the check box and disable.
    7. Tap Factory data reset.
    8. Tap Reset device
    9. Tap Delete All.
    10. Tap Erase everything.
    11. If prompted, enter the password.
      Note: The default password is 1234.
    12. Tap OK.
    13. If necessary, enter and confirm the password again.
    14. Tap OK.

    Master reset using hardware keys


    If the phone is locked, frozen, or unresponsive, you can master reset it using the hardware keys instead of the menu.


    Before performing a master reset using hardware buttons, first attempt:


    • Soft reset
    • Master reset using the menu

    To perform a hard reset using the hardware keys, follow these steps:


    1. Back up all necessary data.
    2. Turn off the device.
    3. Press and hold the following three buttons at the same time:
      • Volume Up
      • Home
      • Power
    4. When the phone vibrates, let go of the Power key, but continue to press and hold Volume Up and Home keys.
    5. When the Android System Recovery screen appears, let go of Volume Up and Home keys.
    6. Press Volume Down to highlight wipe data / factory reset.
    7. Press Power key to select.
    8. Press Volume Down to highlight delete all user data.
    9. Press Power key to select.
    10. When the master reset completes, select reboot system now and press the Power key to restart the phone.

    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:


    1. Save any open files.
    2. Press and hold the Power key on the right side of the phone to turn off the phone.
    3. Tap Power off.
    4. After the device has powered down, press and hold the Power key to restart.

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  • Upgrading to Jellybean


    The following issues can be resolved by upgrading to Jellybean:


    • ‘Add to contacts’ screen is not pre-populated
    • Battery life quickly drains
    • Home screen reorder after restart
    • One way audio
    • Weather widget force closes

    To upgrade to the Jellybean version of Android, visit m.samsung.com/us/kies on your device.
    Note: The home screen will return to the default and will not retain factory settings after the upgrade.


    If you encounter either of the following error messages while upgrading, contact Samsung Customer Service at 1-888-817-1759:


    1. ‘Emergency Mode’
    2. ‘Emergency Firmware Recovery’
    3. ‘Firmware upgrade encountered an issue. Please select Recovery mode in Kies & try again.’
    4. ‘Recovery Mode’

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  • Wipe cache partition to clear system memory


    If the phone is not working correctly, you may need to reset it. Whereas a hard reset deletes all your information, clearing the system cache does not erase any personal data or settings.


    To wipe the cache partition, follow these steps:

    1. Turn off the device.
    2. Press and hold the following three buttons at the same time:
      • Volume Up
      • Home
      • Power
    3. When the phone vibrates, let go of the Power key, but continue to press and hold Volume Up and Home keys.
    4. When the Android System Recovery screen appears, let go of Volume Up and Home keys.
    5. Press Volume Down key to highlight wipe cache partition.
    6. Press the Power key to select and wipe the cache partition.
    7. After the wipe is finished, with reboot phone now highlighted, press the Power key to restart the phone.

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