Samsung Galaxy S4 Customer Consultant Manual Download

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Galaxy S4

– Appendix FAQ

Version 14.0

Global CS

ECC / EHQ HHP review

July 2013

Language : English

- Appendix-

Customer Consultant Guide

Android mobile technology platform

This material contained in this document is intended for use

“with / as”

Status

Samsung Customer Contact Centres

Yes

Network Operator Contact Centres

Yes

WEB FAQ / How to guide

creation for Samsung.com sites

Yes

Samsung Authorised Service centres (ASC)

Yes

Please note:

Although contents of this document may be suitable for WEB

guide creation, it is not to be posted on the internet download in its
entirety as a download item

Summary of Contents for Galaxy S4

Page 1: ...this document is intended for use with as Status Samsung Customer Contact Centres Yes Network Operator Contact Centres Yes WEB FAQ How to guide creation for Samsung com sites Yes Samsung Authorised S...

Page 2: ...m Horizontal layout of photo book only Part 2 Q102 NFC tag My Galaxy S4 don t recognize some NFC tags Part 2 Q103 Smart Scroll Smart Scroll doesn t work very well Part 2 Q104 Developer options I can t...

Page 3: ...voice call when device locked Part 2 Q127 S Voice doesn t work for commands with 3rd party apps Part 2 Q128 Result value of formula using in Calculator Part 2 Q129 Can t search the contact by numbers...

Page 4: ...ing Started section of this guide contains miscellaneous advice non defect issue of Galaxy S4 Please read to ensure you have advice to deal with these inquiries Part 1 Getting Started FAQ s Part 1 Get...

Page 5: ...ations e g like Email message mainly operate in the little core Q2 S View Cover Accessory Q Is the S View Cover accessory supported on the Galaxy Note 2 and Galaxy S3 models A No the S View Cover acce...

Page 6: ...as gloves the device may not recognize your gestures Q8 Air jump Q The screen moves up and down Why is that A The Air jump function has been activated To check if this feature has been enabled go to...

Page 7: ...The Air call accept function has been activated To check if this feature has been enabled go to Path Setting My device Motions and gestures Air gesture Air call accept You can accept incoming calls b...

Page 8: ...screen Smart stay Smart rotation Smart pause Smart scroll Q14 Smart scroll Q The eye shaped icon appears on the screen while I use the internet Why is that A It s the Visual Feedback display feature i...

Page 9: ...to view the page Q16 Smart scroll Q When I tilt my device the Smart scroll does not respond well A Please check the following points 1 Please check that the green motion icon appears on the screen Ch...

Page 10: ...pplication Note also that this feature may not work properly in bright light in dark conditions or when the device is being moved or shaken Q18 Smart pause Q When playing a video it is often stops by...

Page 11: ...mode Q The icon size in the home screen is different from my friends Galaxy S4 A The icon size is bigger than standard mode because your device set to Easy mode Easy mode provides and easier experien...

Page 12: ...e hold screen 1 Path Setting My device Lock screen Multiple widgets You cannot use widgets on the locked screen in Easy mode Feature works when in Swipe screen to unlock set up 2 In Lock Screen settin...

Page 13: ...pe in to access the multiple widgets These settings are applied only when you set the swipe lock option Q24 Lock screen widget Q When I press the Home key when the device is in lock screen a white squ...

Page 14: ...Q26 ChatON ChatON V Q How do I use the video voice call in ChatON A 1 Select the desired user in Buddies 2 For registered ChatON video voice call users video call icon and voice call icon will appear...

Page 15: ...through Samsung apps Q28 ChatON V ChatON Q How do I use the dual camera while using the video call in ChatON A 1 Select the desired user in Buddies 2 For registered ChatON video voice call users video...

Page 16: ...u key to stop sharing 2 If the other side accepts screen sharing what is shown on the screen of your device is shared Q30 ChatON V ChatON Q The ChatON supports translator feature in Galaxy S4 Why does...

Page 17: ...view Webpage magnifier Q34 Internet Bookmark account Q The Galaxy S3 provides bookmarks with Google account why is this not supported on the Galaxy S4 A In the Galaxy S4 you can only use the bookmark...

Page 18: ...If the connection constantly fails try again by re connecting the power dongle or press the Reset button for more than 10 seconds Q38 Screen Mirroring Q After connecting via the Wi Fi AP when I turn o...

Page 19: ...ntents saved on various devices over the Internet You can play and send any file on any device to another device or web storage service Q41 Samsung Link Q What should I do if I want to use the Samsung...

Page 20: ...nt to change the group name in Group Play A Group name can not be set by the user because it uses the mobile AP However it is possible to change the device name to change the group name Path Settings...

Page 21: ...te the stored photos in Group Play I can t delete all photos in one go A Group Play has been implemented to allow photos to be deleted one by one Press and hold the thumbnail image in the shared scree...

Page 22: ...ection is required before commencing this process Connect to a TV to display the device s screen onto a large surface and control the TV remotely with the device Select a country and a region Tap Set...

Page 23: ...or part 2 Because IrLED is a technology that uses infrared if the surrounding walls are for example grey the operational distance may shorten In case of the achromatic color the infrared reflection is...

Page 24: ...A remote control shaped icon has appeared on the notification panel A Please check if the WatchON feature is turned on 1 Please check that Show remote control on notification panel feature is turned...

Page 25: ...t photo to other devices via Email Bluetooth NFC Wi Fi Direct ChatON etc and you can still view the picture Between Galaxy S4 s To check the sound of a shot and sound photo please view the photo fin t...

Page 26: ...he preview screen you can choose from automatic or manual If you select t automatic it will record sound for 9 seconds before shooting if you select manual it will record sound for 9 seconds after sho...

Page 27: ...ws trails of the movement To get the best shot follow these tips The device may not take photos properly in other shooting conditions Hold the camera steady and remain still while taking photos Take p...

Page 28: ...9 Camera Q When I take a photo with Eraser mode I have difficulty getting pictures that erase the images moving in the background Why is that A The moving subject must be recognized to take a photo If...

Page 29: ...want to change the frame type in the dual camera mode A It s possible to change the frame type by pressing the V shaped icon on the screen and then selecting one of the options available Q63 Camera Q...

Page 30: ...ethod of remote viewfinder for Galaxy S4 is different from the Galaxy Note2 and Galaxy Camera Q65 Camera Q How do I use the collage feature in camera A Please select the 2 4 photos to create a collage...

Page 31: ...r by PDF file Q67 Camera Q There is number is displayed in the Story Album icon I want to delete it A It s a count of recommend albums When you take a lot of pictures in a day or while travelling afte...

Page 32: ...ease check the following points 1 In the self camera mode i e using the Front facing camera six camera modes are supported Auto Night Sound shot Best face Best photo Beauty face 2 When the device is s...

Page 33: ...se try again to match the vertical and horizontal directions 2 The picture may not be fully in focus Please try again 3 The problem may occur if the target language does not match with the setting lan...

Page 34: ...your body the heat generated by the devices itself in normal operation For accurate measurements use a thermo hygrometer Q74 S Health Q The pedometer count is different from the number of actual step...

Page 35: ...sensor for humidity measurements located in the device near the side of the microphone hole the humidity measurements may be affected Please any trace of moisture from the surface of the device by wip...

Page 36: ...www samsung com Q80 S Health Q Can I measure the blood pressure in S Health A No Blood pressure can not be measured Q81 S Health Q I want to hide my personal information such as height and weight A P...

Page 37: ...translator Q Can I use the S translator when the device isn t connected a data network A No You need to turn on the data network connection or use a wireless LAN connection Wi Fi because S translator...

Page 38: ...ing or reduced dexterity Path Settings My device Accessibility Assistant menu Q87 Accessibility Q When I turned on the Galaxy S4 the TalkBack function has turned on too What has happened A This is a f...

Page 39: ...vice when using gloves also if not disabled after removing your gloves the device may be much more sensitive to being touched by your fingers Q89 Daydream Q When I set the Daydream the blue screen app...

Page 40: ...A This menu is for application developers and is part of the Developers options menu settings and is now not accessible directly in the device from Google Android OS Version 4 2 2 version onwards Q92...

Page 41: ...hether device is recognized while adjusting the place of contact between the devices Q94 Polaris Office Q Is there a Polaris Office application A Polaris Office has not been preloaded in Galaxy S4 It...

Page 42: ...42 Non defect VOC issues section Note for referencing purposes only question numbers have been issued to following FAQ items that directly follow on from Part 1 of this guide Part 2 VOC issues...

Page 43: ...uld I do A Sorry for your inconvenience Group Play in the Galaxy S4 works based on different connection technology from the existing platform on the Note 2 So Group Play in Galaxy S4 is not compatible...

Page 44: ...ces that use the same Wi Fi Access Point Here shown between Note 2 and S3 Part 2 Q95 Group Play Connection Problem 2 3 44 Note For existing models Group cast or Group Play is the same feature Sending...

Page 45: ...nued A Group Play Galaxy S4 One device is set to be the mobile Access Point via portable Wi Fi hot spots other devices can connect to this device via NFC feature On the receiving device select the mob...

Page 46: ...ulti content Q Can I share the music and photo simultaneously i e at the same time via Group Play A Sorry for your inconvenience No It is possible to share only 1 content item at a time 46 If you shar...

Page 47: ...his store is displayed What is the problem A Sorry for your inconvenience The software updates for the Galaxy S4 that include the S Health update feature will be released in the near future When the n...

Page 48: ...at s the problem A Sorry for your inconvenience If you take a picture with Auto night detection mode flash will not work It s a concept of GalaxyS4 and normal Auto night detection mode sets the device...

Page 49: ...of my Galaxy S4 Why can t I save the photo taken with Burst shot on the SD card A Sorry for your inconvenience Burst shot takes a series of photos of moving subjects Because the speed at which the ex...

Page 50: ...Photo mode the Animated Photo doesn t animate What should I do A When viewed using via gallery the animated photo shows the movements of the original saved image But in the slideshow the static thumbn...

Page 51: ...ayout How do I change the layout of photo book in Story Album A Sorry for your inconvenience You can t change from a horizontal layout to vertical layout and the layout is fixed The Galaxy S4 only pro...

Page 52: ...Co Chipset The Galaxy S3 uses the NXP Co chipset So Galaxy S4 will not support specific NFC tags which are related with patent right of NXP Co as a result Please refer the specification of NFC tags th...

Page 53: ...orts only with the Samsung Browser S browser not Chrome or download browsers Additionally the feature will work only when the signal icon turns green not in the blue to indicate that the device recogn...

Page 54: ...I can t find the Developer Options In my Galaxy S4 unlike the Galaxy S3 What s the problem A This menu is for application developers The Developers options menu settings is now not accessible directl...

Page 55: ...ons From the Android 4 2 2 version the Developer option menu is not accessible by default You can use the Smart Switch tool to transfer the data without setting the USB debugging option Smart Switch s...

Page 56: ...to use tool for customers for transferring content from old phone to new Galaxy device Personal contents Android Apps Downloaded Apps Old phone Smart Switch New Samsung Phone Personal contents User Da...

Page 57: ...h PC tool and mobile app PC Tool Mobile app From Samsung to Samsung Through NFC and Wi Fi Direct From Samsung and non Samsung to Samsung Using backup data Part 2 Q106 What is SMART SWITCH 2 5 PC tool...

Page 58: ...ported manufacturers Part 2 Q106 What is SMART SWITCH 3 3 URL Supported Manufacturers How to download Smart Switch PC Tool Smart Switch PC tool downloadable from webpage address www samsung com smarts...

Page 59: ...transfer the data Smart Switch PC tool will support the backup data these manufacturers Supported manufacturers Backup data via Kies 2 5 3 or later Apple Over iOS 4 2 1 BlackBerry Over Blackberry OS...

Page 60: ...alendar Memo Message SMS MMS Multimedia Music Movie Photo Document PDF PPT PPTX DOC XLS XLSX HWP 2 Supported contents Features Details Auto connecting between devices Auto Wi Fi direct setup after NFC...

Page 61: ...with the device Some LTE services may not be available depending on the service provider For details about service availability contact your service provider Be careful not to damage your fingernails...

Page 62: ...SIM card 2 3 62 Q How do I insert a SIM card into my Galaxy S4 device Continued 4 Push the SIM card into the slot until it locks in place 5 Insert the battery 6 Replace the back cover Be careful not t...

Page 63: ...ard slot take the device to a Samsung Service Centre to remove the memory card Use caution not to lose or let others use the SIM or USIM card Samsung is not responsible for any damages or inconvenienc...

Page 64: ...card and battery 64 Q How do I remove a SIM card and battery into my Galaxy S4 device A Follow the steps below 1 Remove the back cover 3 Push the USIM card until it disengages from the device and then...

Page 65: ...the device Using an incompatible card may damage the device or the memory card or corrupt the data stored in it Use caution to insert the memory card right side up The device supports the FAT and the...

Page 66: ...y Galaxy S4 device Continued A 1 Remove the back cover 3 Insert the SD card with the hook side facing downwards 4 Push the SD card into the slot until it locks in place 5 Insert the battery 6 Replace...

Page 67: ...into my Galaxy S4 device Continued Please note the advice points below Be careful not to insert in the opposite direction there may be damage caused to the card reader Do not insert the SD card into...

Page 68: ...settings Magnification gesture option is a menu for the visually impaired and when this feature is enabled you can zoom in and out by triple tapping the screen It s Google concept and embedded from G...

Page 69: ...e A To disable the Magnification gestures follow the steps below 1 Select Settings 2 Select Accessibility in My device 3 Select Magnification gestures 4 Deactivate the function 1 Select 2 Select 3 Sel...

Page 70: ...and it doesn t set up the font What is the problem A Sorry for your inconvenience but your device is not faulty From Galaxy S4 due to the copyright of MTI Co you can only set pay fonts published forma...

Page 71: ...t screen tone is set the screen tone will be adjusted automatically to save the power according to analysis of images To disable the this function follow the steps below 1 Select Settings 2 Select Dis...

Page 72: ...you set arbitrary images not preloaded images to be the background image the notification bar will be opaque colored because the device can t change the colour to match your image It s part of the de...

Page 73: ...ss AP Access Point router device for the Wi Fi connection you are using If your AP router is one of the DIR 615 655 models from Dlink Co AP manufacturer please see below advice It may be necessary whe...

Page 74: ...ou can t transfer mp3 music file to other device using S Beam But Bluetooth sharing is supported If you want to transfer a music file you can do so via Bluetooth Galaxy S4 Galaxy S3 Part 2 Q116 S Beam...

Page 75: ...ON services Yosemite Co WatchON remote control app Peel Co The Country that Galaxy S4 launched 16 countries South Korea USA UK France Germany Italy Spain Ireland Austria Netherlands Belgium Switzerlan...

Page 76: ...e of the camera modes are not supported Second Check your home screen mode If the home screen mode is set to Easy mode some of the camera mode is not supported Home screen mode can be changed accordin...

Page 77: ...to play the sound which is included in Sound shot photo So when you transfer Sound shot photo please use Bluetooth NFC or Wi Fi direct Please see the examples below Part 2 Q120 Camera No sound playba...

Page 78: ...turn of message on the Apple device 1 Ensure iPhone is connected to the internet so that the changes will sync with your Apple ID 2 Select Settings 3 Select Messages 4 Turn off iMessage 78 Note If yo...

Page 79: ...ple device in my Galaxy S4 What should I do for this problem A If you do not have iPhone 1 Go to supportprofile apple com MySupportProfile do 2 Log in with Apple ID 3 Select Edit Products in My Produc...

Page 80: ...axy S4 I m no longer able to receive messages using iMessage iPhone iPad etc from other Apple device in my Galaxy S4 What should I do for this problem A If you do not have iPhone 4 Select the device t...

Page 81: ...f a different size to that used on the S4 please contact your SIM provider Network operator to request a new SIM card for use with your Galaxy S4 Samsung does not make SIM card adaptors nor recommends...

Page 82: ...g network operator your device will not be registered to your normal Network service To correct this please select the option Select automatically in the Available Networks settings area as shown belo...

Page 83: ...more power or use applications on your device for an extended period of time you may feel your device is hot to the touch This is normal and should not affect your device s lifespan or performance An...

Page 84: ...ionally while using the device in an environment where ambient temperature is higher you may feel that device is getting hotter than usual as a result of influence of ambient temperature But this a ge...

Page 85: ...bserve the International Safety Specification EN563 2 While using the device in an environment that has high ambient temperature you may feel the device gets hotter than usual However while using the...

Page 86: ...still be working and occupying RAM even though you are not currently using the app The temperature of your device is related with CPU usage which at times may require the use of RAM memory which is af...

Page 87: ...Turn off wireless functions when not in use This will also help reduce the battery consumption and decrease the device temperature You can use the Quick panel menu to toggle Wi Fi Bluetooth and GPS o...

Page 88: ...off when not in use 1 Select 2 Select 3 Select 4 If you set the background color of your device to a colour other than white this will also help reduce the battery consumption and decrease the device...

Page 89: ...e heat as a result However this is normal in addition Samsung devices observe the International Safety Specification EN563 2 Samsung provides periodic S W upgrades to further optimize the software fea...

Page 90: ...as been exceeded in a popup box and does not update the SW Is my device faulty A Your device is not faulty it means the FOTA server is currently unable to update the Software of your device If you try...

Page 91: ...of menu may turn to purple What is the problem A Your device is not faulty In the near future Samsung plans to release a new Software that will further improve how the colours look in this situation...

Page 92: ...your inconvenience If you change the Call setting Even when device locked you can also call using a Car Kit although the Galaxy S4 is locked To enable the above feature follow the steps below Apps Se...

Page 93: ...t should I do for this problem A S Voice command can control only embedded applications created by Samsung e g Message Music etc When using 3 rd party applications like Navigation S Voice can t contro...

Page 94: ...r the calculation of interest rates If you enter in the previous formula including the number It will be calculated as a of the previous number ex 10 0 1 10 10 11 is applied to blue marked 10 so the r...

Page 95: ...the family name of a contact does not appear The middle name search function now supported from Jelly Bean V4 2 2 so the concept of phonebook searching has changed in order to distinguish the middle n...

Page 96: ...G mail for a new Microsoft EAS Part 2 Q130 Settings Fail setting of Microsoft Exchange ActiveSync 96 1 Select 2 Select 3 2 Select 3 1 Select 4 Select Reference Google has indicated that as of January...

Page 97: ...bout size excess appears What should I do for this problem A There is a limit to the size in kilo bytes Kb of a signature which is 2KB Please recreate your signature by reducing the contents of signat...

Page 98: ...ung Video application It does not work with downloaded players from Play Store Smart pause may not work in these situations When the source of light is behind you or when using device in the dark When...

Page 99: ...aulty Please check the model of the wireless AP Access Point router device for the Wi Fi connection you are using If your AP router is a DIR 850L model from Dlink Co AP manufacturer this phenomenon is...

Page 100: ...connected What s the problem A Please check the model of the wireless AP Access Point router device for the Wi Fi connection you are using If your AP router is the DIR 605 model from Dlink Co AP manu...

Page 101: ...e to install the downloaded apps where applicable to an external SD card If you remove the external SD card from your device application s icon is will change to indicate the app is not available if s...

Page 102: ...the More tab then select Application manager 3 Flick the screen to the right and move to ON SD CARD section Applications stored on the external SD card will be displayed Applications stored to SD car...

Page 103: ...ct 2 1 Select 2 2 Select 3 Flick the screen to the right Part 2 Q138 Storage to install apps 3 3 How to change the storage location of installed applications Note Not all applications can be moved to...

Page 104: ...work settings The LTE option in the network setting is only available for those operators that support LTE on their regional network Where a Mobile network operator does not currently support LTE the...

Page 105: ...ideshow Slide 32 Story Album Horizontal layout of photo book Slide 33 NFC tag My Galaxy S4 don t recognize the NFC tag Slide 34 Smart Scroll Smart Scroll doesn t work Slide 35 Developer options I can...

Page 106: ...know beforehand Modify the detail Slide 3 CPU spec Slide 8 ChatON How to use the voice video call Slide 14 Camera Sound shot Slide 16 Camera Animated photo Add the item Slide 9 ChatON Share screen Dua...

Page 107: ...orted due to the sensors required are not present on the Note 2 and S3 Apps Settings Motions and Gestures Palm Motion Mute Pause Slide 9 Q17 note added Note also that this feature may not work properl...

Page 108: ...will support the Polaris Office 5 0 Editor in Samsung Apps Now Q94 Polaris Office Q Is there a Polaris Office application A Polaris Office has not been preloaded in Galaxy S4 It is expected that Sams...

Page 109: ...pendix guide from PPT to CHM file HQ CS team addition Fixed the page Getting Started S View Cover accessory Getting Started ChatON Share Screen Add the page VOC issues What is SMART SWITCH Supported m...

Page 110: ...uments V6 V7 and V8 changes due to ECC review noted in RED V6 0 HQ CS team addition Fixed the page Getting Started S View Cover accessory Slide 5 Q2 Grammar reviewed Getting Started ChatON Share Scree...

Page 111: ...de 94 Q126 Grammar reviewed VOC issues S Voice doesn t work for command Slide 95 Q127 Grammar reviewed V8 0 HQ CS team addition Add the page VOC issues For device getting heated while usage Slides 85...

Page 112: ...High Battery consumption Grammar checked Part 2 Q134 Wi Fi Connection with Dlink Co router DIR 605 Slide 102 re titled to Part 2 Q134 Wi Fi Connection with Dlink Co router DIR 605 Slow data speed Gram...

Page 113: ...on the call Affected Country Russia Slide 102 Q135 Note added regarding use of Wi Fi Data network connection for upgrade via FOTA Grammar checked VOC issues Storage to install apps Slide 103 Q136 Gram...

Page 114: ...t limited to the benefits design pricing components performance availability and capabilities of the product are subject to change without notice or obligation Samsung reserves the right to make chang...

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