Samsung Sta Guide: 1-800-726-7864 Hotline

SAMSUNG STA GUIDE
1-800-726-7864 Hotline
SAMSUNG MOBILE PHONES:
1-888-987-4357 Direct Hotline
Updated by:
Samsung Training Department
INFORMATION LINKS:
Samsung Wireless Phones: http://product.samsung.com/cgi-bin/nabc/mobile/wirele

Microsoft Works: http://www.microsoft.com/en/us/default.aspx
I.E.X Agent WebStation: http://10.10.10.146/agentops/loginSetup.do
Harte-Hanks Mail: http://manmail01.harte-hanks.com
Samsung Shared Folder (STA): \\hhmstor02\Public\UCC\Samsung\07_Agents\STA
Product Code Finder http://techtrain.samsungwireless.com/tekweb/L1_Tech

SAMSUNG INTERNAL PORTAL : http://10.80.104.174/samsung/default.asp
Status of Baleen: http://baleen.ambergris.prv/login.php

Samsung Technical Support Agent: http://portal.harte-hanks.com/sites/UCC/sam
FAST LINK: http://agent.samsungsupport.com/agent/dt/netflix.jsp
LMS LINK: https://learn.samsungtelecom.com/Sumtotal/lang-en/S
SPS TV : http://support-us.samsung.com/spstv/weekly.jsp
SP TRAINING SITE https://training.samsungtelecom.com
Samsung Rewards samsungrewardshelp@tictoc.com
UPS Tracking : http://www.ups.com/?Site=Corporate&cookie=us_en_h
Other useful websites : http://www.phonescoop.com/)http://www.phonescoop.

http://www.mobiledia.com/)http://www.mobiledia.com/
http://www.gsmarena.com/)http://www.gsmarena.com/
http://www.careace.net (for Samsung windows based d
http://bluetooth.com/bluetooth/)http://bluetooth.com/bl
http://www.alltel.com/wps/portal/AlltelPublic/Content?W
http://allworldcellphones.com/gsm-frequencies-list.htm
http://www.mycricket.com/foiffs=in100fweg
USPS WEBSITE : http://www.usps.com/
ACCESSORY REBATES CUSTOMER CARE 1-888- 709-7079

https.//securetrack.rebatetrack.com/pro
gi-bin/nabc/mobile/wireless_main.jsp
us/default.aspx
oginSetup.do
_Agents\STA
ess.com/tekweb/L1_Techpage/prodcode/productCode.htm
default.asp
.com/sites/UCC/samsung/agent/STA/Forms/AllItems.aspx?View=%7b32BCC804%2d19D
com/agent/dt/netflix.jsp
.com/Sumtotal/lang-en/SYS_login.asp
m/spstv/weekly.jsp
username: esana@sta.samsung.c pw:Samsung
rporate&cookie=us_en_home&setCookie=yes)http://www.ups.com/?Site=Corporate&cookie=us_en_home&s
http://www.phonescoop.com/
p://www.mobiledia.com/
p://www.gsmarena.com/
msung windows based devices)
h/)http://bluetooth.com/bluetooth/
tal/AlltelPublic/Content?WCM_GLOBAL_CONTEXT=/wps/wcm/connect/Alltel/Alltel.com/Home/DInter
/gsm-frequencies-list.htm (for frequencies-global)
fs=in100fweg
batetrack.com/promocenter/sta
2BCC804%2d19D1%2d4C85%2dBB95%2d63234C8883F4%7d
okie=us_en_home&setCookie=yes
Home/DInter
SERVICE PROVIDER CONTACT NUMBER:
Referred BP to Sprint. (888-788-4727)
Referred BP to Verizon. (800-922-0204)
Referred BP to AT&T/Cingular. (800-331-0500)
Referred BP to T-mobile. (800-937-8997)
Referred BP to Great Call. (800-733-6632)
Referred BP to MCI. (800-254-8991)
Referred BP to Great Call. (800-733-6632)
Referred BP to Excel. (877-392-3500)
Referred BP to Cellular One. (800-934-3996)
Referred BP to Helio 1-800-435-4675
Referred BP to Cool Wireless Inc (7183047673)
Referred BP to Alltel. (800-635-0304)
Referred BP to Liberty. (888-919-7692)
Referred BP to Metro PCS. (888-863-8768)
Referred BP to Quest wireless. (800-223-3131)
Referred BP to Cincinnati. (888-391-3925)
Referred BP to Suncom. (800-786-7378)
Referred BP to Pocket Communication (800-781-1985)
Referred BP to I-Wireless (1-888-550-4497)
Referred BP to Revol Wireless (1-800-738-6547)
Referred to Revol Wireless (1-866-350-3343)
Referred to STI Mobile (1-800-784-6099)
Referred to Centennial Wireless (1-972-392-600)
Referred to Virgin Mobile (1-888-322-1122)
Referred to Mojo Wireless ( 1-866-678-0266)
Referred to US Cellular (1-888-944-9400 )
Refrred to Disney Mobile (1-888-879-0611)
Referred BP to Cricket Mobile. (1-800-274-2538)
Referred BP to Page Plus (1-800 550-2436
Referred BP to Trac Fone ( 1-800-867-7183)
Referred BP to Straight Talk ( 1-877-430-2355 )
Referred BP to Intellus (1-877-974-1500)
Referred BP to Viaero Wireless (1-877-484-2376)
Referred BP to NTELOS ( 1-877-468-3567)
Referred BP to BOOST MOBILE ( 1-866-402-7366 )
Referred BP to NET 10 (1-877-836-2368 )
Referred BP to SAFELINK ( 1-800-378-1684 )
Referred BP to Accessories Rebate Customer care # (1-888-709-7079)
Referred BP to CLEARWIRE (1.888.253.2794)
Referred BP to BLUEGRASS CELLULAR ( 1-800-928-2355)
Referred BP to HTC (1-866-449-8358)
Referred BP to Cellular South (1-877-276-8841)
Transfer Calls numbers/departments:

*Accessory Sales Department – (1-888-987-4357)
( Please follow IVR prompt until customer is directed to accessory sales )
*RMA Payment - (122463)
*Phone Repair Status Department - (122460)
*Spanish Que Department - 1-800-SAMSUNG (7267864)
( RETURN TO QUEUE FOR A SPANISH SPEAKING AGENT)
*IVR TRANSFER
Phone IVR
103090 with email address
106000 without email address
Accessory IVR
103095 with email address
106001 without email address
Wireless L3: 888-614-0897 – needs level 3 support for Wireless phones

Galaxy S L3: 888-495-3387 – needs level 3 support for Galaxy S Wireless phones
Wireless & Galaxy S Escalation: 888-495-3386 – needs to talk to a

supervisor to discuss the following but not limited to:
o Not resolved due to systems or tools limitations
o Not resolved due to company policy, procedure, process
limitations
§ Ex: content issue of Samsung website, manual request
process, etc
Transfer to Team Captain, Tech Lead, Subject Matter Expert’s Avaya # if:
o Changed their mind or chose not to proceed and demanded to
speak to a Supervisor
o Caller is complaining that s/he cannot understand the L1 agent
and wishes to speak to a Supervisor instead
ECR: 1-888-444-7949
note: ECR and Escalations are not the same

SUPPORT NUMBERS:
Referred to UK Support - (1-08-702920303)
Referred to Europe Support - (1-08702920303)
Referred to Korean Support - (820-215-883366)
Referred to Canada Support - (1-905-542-3837)
Referred to Bell Mobility – (1-800-667-0123)
Referred to Rogers – (1-800-565-6009)
Referred to Microsoft Support – (1-800-642-7676)
Referred to Telus – (1-877-253-2763)
Referred to UPS – (1-800-742-5877)
Referred to Google Support – (1-650-623-4000)
Referred to Telenav – (1-888-614-0897) /(1-888-353-6284)

Referred to UPS support
Motorola ( 1-800-333-7400
Support )
-(1-888-677-0712)
Referred to USPS
(631-738-6213) orsupport ( 1-800-275-8777)
(1-800-653-5350)
Referred to LG Support - (1-800-2430000)
Referred to Nokia Support – (1-888-665-4228)
Referred to Sony Erickson Support - (1-866-837-7290)
Referred to Blackberry Support – (1-519-888-7465)
Referred to PALM Support – (1-800-8817256)
Referred to Sanyo Support – (800) 421-6382
1-877-GET-ZUNE (1-877-438-9863)
TTY (hearing impaired): 1-800-801-1189
Other Samsung Departments
1-800-7267864
Cash Register – (1-800-333-4949)
Printers - (877- 873- 7279)
Pro Star Business Phones – (1-800-876-4782)
Direct TV – (1-800-522-2946)
Cameras – (1-866-344-4629)
Security Camera – (1-800-762-7746)
Security System – (1-800-762-7764)
ACCESSORIES REBATE CUSTOMER CARE
1-888-709-7079
https.//securetrack.rebatetrack.com/promocenter/sta
Samsung Rewards
1-800-321-8361
or email
samsungrewardshelp@tictoc.com
Samsung Corporate Office

( For customers who want to write a letter to Samsung )
1303 EAST LOOK OUT DRIVE

RICHARDSON TEXAS 75082
Country Telephone Website Voltage
Algeria 021 59 10 29/30/31 Samsung Algeria 230V
1-800-SAMSUNG(726-7864) Samsung America 110V

America
Argentina 54-11-4-309-2001 Samsung Argentina 220V
Australia 1300 362 603 Samsung Australia 240V
Austria 0800 400 525 Samsung Austria 230V
Belgium 32-(0)2.201.24.18 Samsung Belgium 220-240V
Brazil 0800-124-421 Samsung Brazil 127/220V
Canada (1-905-542-3837) Samsung Canada 120V
1-800-234- 7267 Samsung Central America
110/220
Central America
Chile 56-2-4858500 Samsung Chile 220V
China 86-10-64751880 Samsung China 220V
Colombia 18000112112 Samsung Colombia 110V
Czech 844 000 844 Samsung Czech 230V
38 322 887 Samsung Denmark 240-250V

Denmark
Estonia 8-800-200-0-400 Samsung Estonia 230V
Finland 09-69379 554 Samsung Finland 240-250V

France 33-(0)1-4817-2660 Samsung France 230V
Germany 49-(0)1805-121213 Samsung Germany 220V
852-2862-6001 Samsung Hong Kong 220V

HongKong
Hungary 0640-985-985 Samsung Hungary 230V
India 1600 110011 Samsung India 220V
Indonesia 0800-112-8888 Samsung Indonesia 200-220V

Italy 800 31 42 78 Samsung Italy 220-230V
Japan 0120-327-527 Samsung Japan 100/200V
8-800-200-0-400 Samsung Kazakhstan 220V

Kazakhstan
Korea 82-(0)2-1588-3366 Samsung Korea 110/220
Denmark 38 322 887 Samsung Denmark 240-250V

Estonia 8-800-200-0-400 Samsung Estonia 230V
Finland 09-69379 554 Samsung Finland 240-250V

France 33-(0)1-4817-2660 Samsung France 230V
Germany 49-(0)1805-121213 Samsung Germany 220V
852-3698-4698 Samsung Hong Kong 220V

HongKong
Hungary 0640-985-985 Samsung Hungary 230V
India 1600 110011 Samsung India 220V
Indonesia 0800-112-8888 Samsung Indonesia 200-220V
Italy 800 31 42 78 Samsung Italy 220-230V
Japan 0120-327-527 Samsung Japan 100/200V
8-800-200-0-400 Samsung Kazakhstan 220V
Kazakhstan
Korea 82-(0)2-1588-3366 Samsung Korea 110/220
Latvia 8-800-200-0-400 Samsung Latvia 220V
Lithuania 801 801 881 Samsung Lithuania 220V
1-800-88-9999 Samsung Malaysia 240V

Malaysia
1-800-SAMSUNG(726-7864) Samsung Mexico 127V

Mexico
800-7267864 Samsung Middle East 230/240V

Middle East
0031 (0) 900 20 200 88 Samsung Netherlands 220-240V

Netherlands
(0)800 800 388 Samsung New Zealand 230V

New Zealand
Norway 231 62722 Samsung Norway 240-250V
Peru (51-1) 336-8686 Samsung Peru 220V
1-800-10-726-7864 Samsung Philippines 230V
Philippines
Poland 801 801 881 Samsung Poland 230V
Portugal 808 200 128 Samsung Portugal 220V
Russia 8-800-200-0-400 Samsung Russia 200-240V
1-800-726-7864 Samsung Singapore 230-240V
Singapore
0850-123-989 Samsung Slovakia 230V

Slovakia
0860 726786 Samsung South Africa 220V

South Africa
Spain 902 10 11 30 Samsung Spain 127/220V
Sweden 46-8-59096600 Samsung Sweden 240-250V
Taiwan 0800 329 999 Samsung Taiwan 110V
Thailand 1800-29-3232 Samsung Thailand 220V
Turkey 0212 340 3 999 Samsung Turkey 230V
Ukraine 8 800 502 0000 Samsung Ukraine 220V
United Kingdom 0870 242 0303 Samsung UK 216-253V
8-800-200-0-400 Samsung Uzbekistan 220V

Uzbekistan
Vietnam 1-800-588-889 Samsung Vietnam 220V

Frequency Color System
50Hz PAL
60Hz NTSC
50Hz PAL-N
50Hz PAL
50Hz PAL
50Hz PAL
60Hz PAL-M
60Hz NTSC
60Hz NTSC
50Hz NTSC
50Hz PAL
60Hz NTSC
50Hz PAL
50Hz PAL
50Hz PAL
50Hz PAL
50Hz SECAM
50Hz PAL
50Hz PAL
50Hz SECAM
50Hz PAL
50Hz PAL
50Hz PAL
50/60Hz NTSC
50Hz SECAM
60Hz NTSC
50Hz PAL
50Hz PAL
50Hz PAL
50Hz SECAM
50Hz PAL
50Hz PAL
50Hz SECAM
50Hz PAL
50Hz PAL
50Hz PAL
50/60Hz NTSC
50Hz SECAM
60Hz NTSC
50Hz PAL
50Hz PAL
50Hz PAL
60Hz NTSC
50Hz SECAM
50Hz PAL
50Hz PAL
50Hz PAL
60Hz NTSC
60Hz NTSC
50Hz SECAM
50Hz PAL
50Hz SECAM
50Hz PAL
50Hz PAL
50Hz PAL
50Hz PAL
50Hz PAL
60Hz NTSC
50Hz PAL
50Hz PAL
50Hz SECAM
50Hz PAL
50Hz SECAM
50Hz SECAM
INQUIRY&RESOLUTION
INQUIRY
Bp's phone has PIN lock.
Bp's phone has PUK lock.
Bp's phone is PUK blocked.
Bp called in asking for the voicemail password.

Bp called in and wants to activate the phone.
Bp called in to ask regarding caller ID on the phone.
Bp called in to ask how to check the minutes on the phone.
Bp wants a hard copy manual for his Verizon phone , manual

is not included in the box
phone : u350, u450,u640,u960
Bp is requesting for a LARGE print manual , BP is

: visually impaired and has trouble reading hard copy manual
: is very old and has problems reading the fine print on hard
copy manual.
Bp is requesting for a BRAILLE print manual , BP is blind

visually impaired.
Bp called in to request for an EXTRA HARD COPY manual.
Page 17
INQUIRY&RESOLUTION
Bp wants to purchase back cover for phone
BP has problems with Internet activation/Picture messaging or

MMs, customer had the phone unlocked , and is using a different SP
OLD SP: NEW SP:
Bp is having multiple issues with his NON-US handset.
phone model :
Bp needs assistance how to delete previously rejected

phone numbers from the reject list.
Bp says he cannot view you tube in his black jack phone.
Bp called in to check for firmware/software updates of the phone.

(except for PDA and SMART phones)
Bp says the phone will not ring. Phone is in silent mode.
Page 18
INQUIRY&RESOLUTION
Bp says he wants to have the backlight of outer LCD on the

phone to always stay ON.
Bp says the BT will not pair with the phone.
Bp asks “How to Access My Verizon Wireless Voice Mail

From An Alternate Phone?
Bp asks “How to Access My T-Mobile Wireless Voice Mail

Bp asks “How to Access My Sprint Wireless Voice Mail

Bp asks “How to Access My AT&T Wireless Voice Mail

Page 19
INQUIRY&RESOLUTION
RESOLUTION
Advised bp to call the SP of the phone for assistance.
Advised bp that the SIM card of the phone is already permanently locked.
Advised bp to purchase a new SIM card or call the SP of the phone.

Set up manual request, verified customers best contact number and

shipping address. Changed employee responsible to 6100004775(Verizon)
/6100004963 (SPRINT)
advised that manual will be shipped within 3-5 business days.
Set up Large print manual request , verified customers best contact number
and shipping address. Changed employee responsible to 6100004775
advised that manual will be shipped within 4-6 weeks.
Set up Braille manual request , verified customers best contact number

and shipping address. Changed employee responsible to 6100004775
advised that manual will be shipped within 4-6 weeks.
Informed BP that we do not print extra manuals for the phone.

Advised BP to download user's guide from samsung.com.
Advised BP to just type phone model and download user's guide for free.
Or customer can check with SP for extra manual
Page 20
INQUIRY&RESOLUTION
*Processed back cover sale, and processed Credit card w/cc hold advised
customer that TAT is 5-7 business days via USPS
* Advised customer that there is no available back cover for phone.
Advised Bp that unlocked phones may be limited to calls and SMS and will
have issues with Internet and MMS configuration, since phone is made for a
specific SP. Only the SIM card of the original SP will work with internet and
MMS with the phone.
If new SP cannot set up their service, then phone will not be capable of using
those applications.
Advised customer that we support US handsets only, advised BP

to return phone to dealer/ seller. Offered customer assistance by checking
country of origin, and gave Samsung support number.
Gave BP the following steps:

While in standby mode, press the left soft key for Menu
Select Settings
Select Call Settings
Select All Calls
Select Auto Reject
Highlight Auto Reject List, using the navigation keys
Press the center navigation key to view the Auto Reject List
Highlight the phone number to delete, using the navigation keys
Press the left soft key for Options
Select Delete (4) to delete the phone number from the Auto Reject List
Advised BP that video format from YouTube is FLV format and is not
supported by the phone. Informed BP that YouTube needs a software
from Java which is not present in Samsung phones MobyTV.
Advised BP to call the SP of the phone for assistance.
Advised BP to press and hold the # button to disable silent mode.

Advised BP to press and hold the up side volume key of the phone.
Page 21
INQUIRY&RESOLUTION
Advised BP that there's no configurable option to change setting

of the backlight of the outer LCD.
Informed BP that it is a power saving feature of the phone.
Advised BP to turn OFF the BT headset.

Advised BP to press and hold the power button of the BT for about
8-10 seconds or until it gives a steady or solid light.
Advised BP to dial the cellphone's number

DURING your greeting to callers, press the pound (#) key.
Enter your pass code and press # again.



Page 22
Level 1 Opening Spiel
“Thank you for calling Samsung Technical support.
My name is ____________
Have you called Samsung before?
Can I have your first and last name please…

Can I have your mobile phone number?
Can I have your ZIP code as well?
Do you have an E-Mail address?
( Create a business partner profile )
If customer provides e-mail:

"Would you like to receive promotional e-mails from Samsung?"
" How can I help you today? "
Level 1 Closing spiel
"It was a pleasure working with you

once again this is ______________, Thank you for
calling Samsung , have a great day."
Cannot verify IMEI/ ESN
*Was not able to obtain /verify IMEI because …..
customer is using the phone
Customer does not have the phone.
*transfer call to level 2 support for further assistance
*transfer call to samsung supervisor because the BP requested,

for further assistance and clarifications.
*transfer call to accessory sales department for further assistance
*transfer call to RMA payment for further assistance of the RMA
transactions of the customer.
*transfer call to Phone Repair Status for further assistance
*transfer call to the ECR department for further assistance
How to get MAC Address

#4357* or #43574357*
How to obtain IMEI for GSM phones

*#06#
How to get ESN for CDMA phones

SPH-M620(upstage) - ##367#
Menu / Settings / Phone Info / HW-SW Version
PRL Updating: CDMA PHONES:
Sprint: (*2+talk)
Verizon: (*228+talk)
How to get Software and hardware version of GSM phones:
H/W: (*#8888#) t-mobile ; (*#2222#) Cingular
S/W: (*#1234#) Cingular ; (*#9999#) t-mobile
*IMEI - International Mobile Equipment

Identification.
*ESN - Electronic Serial Number
TROUBLESHOOTING CONTENTS:
1. PHONE LOCK ON TOUCH SCREEN

2.CANNOT ACCESS YOU TUBE
3. UPDATING USB DRIVERS
4. MEMORY FULL ERROR ON PHONES
5. ADJUSTING MESSAGE FONT SIZE ON TOUCHSCREEN PHONES.
6. HOW TO ACTIVATE VOICE DIALING ON BJ2 UPGRADED TO WM6.2
7. GENERAL PROBING QUESTIONS/NOTES.
PHONE LOCK ON TOUCH SCREEN PHONES:

Customer has a phone lock , and does not remember the personal lock code.
Advised BP to try eight zero's (00000000) did not work.

Note: If phone even without sim card is still asking for code, offer reflash
OFFERED CUSTOM RESET

Advised BP that reset code will delete BT
connection, phone contacts and organizer info.
Advised bp to take out the SIM card
*custom reset (*2767*2878#)
*custom reset (*2767*2878#)-DID NOT WORK
OFFERED FULL RESET

Informed BP that reset code will erase all the
information on the phone. Bp agreed
*full reset (*2767*3855#)-DID NOT WORK
Advised to send in phone for REFLASH

SET UP RMA
MEMORY FULL ON OMNIA :

1. Tap on START > FILE EXPLORER > then tap on "UP" navigation button on the
phone
2. Locate the application or file ( Most installed programs will be on 'PROGRAM

FILES" look for 'VZ APPSZONE PRIME".
3. Highlight the file > then press menu > go to EDIT > choose CUT > go to MY
STORAGE > tap on MENU > go to EDIT > paste file / application.
4. 'VZ APPSZONE PRIME". will not be located on the my storage folder.
note:
Once VZAPPSZONE is transferred to "MY STORAGE" the shortcut key located

under programs will no longer work. Inform BP that they will need to manually
go to the my storage to access VZAPPSZONE
UPDATING USB DRIVERS:
PROCEDURE in UPDATING USB DRIVERS:
*Click "Start" then "Run".

2.In the Run Dialog box type "devmgmt.msc", then click "OK"
Check Device Manager for Issues
3.Look for Exclamation Marks, Question Marks, X marks, or devices labeled

Device".
*If there are any problematic entries, check to see if the entry is for the phone by
unplugging the phone from the cable. If the entry disappears, the phone driver is
corrupt.
4.Reinstall Driver if Problem Was Found

*Reconnect the phone to the cable and wait for the problem entry to reappear
*Right click on the corrupt device entry and choose "Update Driver..
*The " Hardware Update Wizard" should appear.
5.Hardware Update Wizard
*When prompted, choose "Install from a list or specific location
*If asked to connect to Windows Update to search for a driver, choose "
not at this time." and click "Next".
*When prompted, choose "Install from a list or specific location
6.Hardware Update Wizard (cont.)

*Ensure both "Search removable media (floppy, CD-ROM...)
location in the search. " are checked and click the "Browse
*The "Browse for Folder" dialog will appear.
7."Browse for Folder" Dialog
*Click the plus sign next to "Local Disk (C:)", then click the plus sign
next to the "Program Files" folder.
*Select the program you are updating drivers for
*If you are installing drivers for a Samsung GSM Sync program, the drivers
will be located in the Samsung folder.
*Continue expanding folders under the Samsung folder until you see a folder
labeled USB or Drivers. if the USB or Drivers folder can be expanded, continue
opening subfolders until there are no more subfolders, then click "
returned to the "Hardware Update Wizard" Click "Next" to continue.
8.Complete Driver Installation
*At this point, the pc should being installing the proper driver. If you
receive and error, simply click back and choose another directory by
clicking the "Browse" button again.
*If another "Hardware Update Wizard" appears, repeat steps 4 through 7
Many of our devices require 2, 3, or more device drivers.
lick "OK"
or devices labeled
e entry is for the phone by
pears, the phone driver is
he problem entry to reappear

se "Update Driver..."
pecific location", then click "Next
h for a driver, choose "No
pecific location", then click "Next"
D-ROM...)" and "Include this

e "Browse" button.
n click the plus sign
Sync program, the drivers
folder until you see a folder

er can be expanded, continue
lders, then click "OK", You will be
"Next" to continue.
proper driver. If you
another directory by
repeat steps 4 through 7.

drivers.
CANNOT ACCESS
CANNOT ACCESS YOU TUBE ON PHONE:
Bp claims they were able to access YOUTUBE or certain websites before

but now is receiving an error message about JAVASCRIPT
AT&T PHONES
ETERNITY, IMPRESSION, SOLSTICE
MENU > MEDIANET > BROWSER SETTINGS >

PREFERENCES > COOKIE Option should be "ALLOW ALL" >
RUN JAVA SCRIPT must be set to YES > including IMAGES and SOUNDS
T-MOBILE PHONES
BEHOLD , MEMOIR, HIGHLIGHT
MENU > WEB > BROWSER SETTINGS > PREFERENCES

COOKIE OPTION should be set on "ALLOW ALL" >
RUN JAVA SCRIPT must be set to YES > including IMAGES and SOUNDS
NOTE:
TRY PERFORMING BROWSER RESET :
WAP Browser Reset:

*wap reset (*2767*927#)
*informed BP that resets browser
favorites will be erased
*BP agree
CANNOT ACCESS YOU TUBE ON SCH-U960 ROGUE
When customer attempts to view youtube it shows that it is loading , but the video
does not load, and customer has to press END key to close browser
RESOLUTION:
1. Open YOUTUBE from mobile widget.
2. Once youtube is loaded scroll down to the bottom page and click on HELP.
3. On the HELP menu scroll down to the lower part of page where it says "How can I
optimize Youtube mobile for my device?" and click on OPTIMIZE PAGE.
4. Run optimization.
5. The first 2 questions will ask if you can see a picture of a heart and a dog answer
NO
6. For the remaining 5 questions, answer "YES"
7. After you have answered the remaining questions , YouTube should load back to
the homepage and inform you that your mobile device has been optimized.
HOW TO ACTIVATE VOICE DIALING ON BJ2 UPGRADED TO WM6.1
Tap on START > VOICE COMMAND > ENABLE VOICE DIAL > EXIT
then press and hold the AT&T logo key
MESSAGING FONTS ON TOUCHSCREEN HANDSETS

1. Open MESSAGING/MESSAGES.
2. Open any message from the inbox.
3. Press the volume buttons to adjust the fonts to desired size.
GENERAL PROBING QUESTIONS/NOTES.

Has the phone been exposed to liquid?
Was the phone dropped?
Does it have any physical damages?
Have you used any 3rd party equipments on the phone?
Did you download anything onto the phone recently prior to the issue?
Phone was not exposed to liquid

Phone was not dropped
Phone does not have any physical damages
BP did not use any third party equipments on the phone
BP did not download anything onto the phone.
FOR POWER ISSUES:

Screen lights up when plugged in the charger
Screen comes on when power button is pressed
Tried another battery

Tried another charger
Issue is persisting
No other battery was tried on the phone
No other charger was tried on the phone
Phone gets hot, freezes and drop calls.
Probing questions that can be used:
*was it exposed to liquid

*are they using the charger that came with the phone?
*are they using a 3rd party battery?
*when did the issue start?
*how are they charging the phone?
*does it get hot when charging or even when it is not?
eappear
n click "Next
n click "Next"
lude this
continue
", You will be
Media Reset:
*media reset (*2767*63342#)

*informed BP that reset will erase
downloaded ringtones and pictures
*phone will power cycle when completed
*BP agree
Browser Profile Info:
*vswap (*#87927#)
*BP agrees/wishes to change home URL
*BP agree
WAP Browser Reset:
*wap reset (*2767*927#)

*informed BP that resets browser
favorites will be erased
*BP agree
MMS Info:
*vsmms reset (*#87667#)

*user is unable to use MMS
*BP agree
*resolved
Language Reset:
*(*#0000#+send)
*informed BP that handset will display
"language reset" when successful
*BP agree
Java Reset:
*java reset (*2767*5282#)

*informed BP that resets java's stack &
erases downloads
*BP agree
MMS reset:
*mms reset (*2767*667#)
*informed BP that it will reset the MMS profile
*BP agree
CDMA Phone: Phone Lock

Helpful Probing questions:
>Can you still navigate the applications on your phone?
>If yes and only specific application is asking for password
then this is an application lock.
>Try the default code or the personal pass code if it has
changed.
>If phone is not accepting the pass code, offer reflash
If BP can't navigate phone and is asking for pass code,

>Try the default code or the personal pass code if it has
changed
>If phone is not accepting the pass code, offer reflash
If phone displays initial programming needed and is asking

for password, this could be a Nam Lock.
Ask BP if he changed the nam settings from nam 1 to nam 2
on the phone, if yes transfer BP to L3 to unlock nam lock
Camera Reset:
*camera reset (*2767*226372#)

*informed BP that resets camera application
erases photos and other files that are being
stored in the camera file.
*BP agree
Custom Reset
Advised BP to try 00000000, but did not work.

Informed BP we can perform custom reset
*custom reset (*2767*2878#)
Issue was resolved.
Full Reset
Advised BP to try 00000000, but did not work.

Informed BP that reset code will erase all the
information on the phone. Bp agreed
*full reset (*2767*3855#)
Issue was resolved.
How to reboot /hard reset the Black Jack phone:
Advised bp that performing the hard reset will

erase all the information on the phone.
Power down the phone and take out the SIM card.
When the phone is OFF, press the up button
and power button simultaneously.
Press1 then press y
Phone will reset then wait for the phone message
missing SIM card
Issue resolved.
HOW TO PERFORM A HARD RESET ON OMNIA 2
1. Power off the handset.

2. Press and hold send + lock + end keys in that order,
(Pressing End
key last) until customer sees a triangle with an "I" icon.
3. The "recovery mode" screen will give the option to format

or not to
format. Press "send" key to format.

4. Device will display "formatting" then "done".
HOW TO PERFORM A HARD RESET ON BEHOLD 2
1. Power off the handset.

2. Hold the volume +send + end keys until the Samsung behold 2 screen
appears.
3. A small " recovery mode" notice displays in the upper left corner of the
screen.
4. Press the Menu key.
5. device will display the software loading icon ( box with yellow arrow
pointing down to the device )
6. After erasing software , device will reboot and complete the software
load.
HOW TO PERFORM A HARD RESET ON THE SCH-I220 "CODE"
1. When phone is powered off, press and hold the power button until
screen appears
2. Let go of the power button and press the LEFT SOFT KEY and the BACK
key simultaneously.
3. Screen will show options press " 1" to format and reboot.
For CDMA phones:
Advised bp enter the last four digit of the mobile #,

it didn't work.
Advised bp that phone needs reflash for it to be unlocked.
Advised bp to have the reflash from an SP store or
send the phone to the samsung service center
Offerred RMA, bp agreed.
NAM Lock
Obtain the Hexadecimal ESN of the phone.
Use windows calculator to convert ESN to decimal.
Use the last 4 digits of the decimal number
Tried
Advised BP to shift from NAM2 to NAM 1.
Issue was resolved.
NAM Lock for long ESN
Obtain the long ESN of the phone.

Use ESN converter tool to get HEX ESN
Use windows calculator to convert ESN to decimal.
Use the last 4 digits of the decimal number
Tried
Advised BP to shift from NAM2 to NAM 1.
Issue was resolved.
How to reboot/hard reset I760 phone:
Advised bp that performing the hard reset will

erase all the information on the phone.
When the phone is on, press the center navigation key
and the reset button simultaneously
Issue resolved.
HOW TO RESET SAMSUNG JACK SGH-I637

To reset the handset's factory settings, via buttons, follow the steps
below:
WARNING: This Reset will Delete ALL added Data from the Handsets
Memory
When the handset is powered off, Press and Hold the 5 key then power
on the handset
Press either the 1 key (Master Clear) or 2 key (Master Reset) at the
Format Menu screen then press the Y key (Yes) at the confirmation
prompt
Note: To turn the SGH-I637 (Jack) on or off simply Press & Hold the
power button , located on the upper left side of the handset.
General Probing Questions:
*When did the issue start happening?
*Has the phone been exposed to liquid/water?
*Has the phone been dropped?
*Did the customer use 3rd party equipment with the phone?
*Did the customer download 3rd party apps/software on the phone?
HANDSET RMA:
cover only the following (standard based on QM form) with the customer during the call for RMA ca
TAT for phone and accessory RMA and expiration of Elabel
POP Policy - sales receipt or comparable substitute proof of sale showing the original date of purch
the serial number of Product and the sellers' name and address
Label will after 10 days
For Accessories – included in box

For Phone – fax #, indicate RMA on POP
Verify credit/charge card information

Verify customer’s shipping address to ensure SAP record is correct
Inform customer that all information will be deleted and phone will be set back to it's factory settin
stop providing information like:

address where the customer will ship the accessories or phone
Instruction about using padded envelop, etc.
NOTE: All other tons of RMA information is made available in the IVR where agents transfer them to
on the e label that get sent to the customer’s email address. Agent should advise the customer to li
through and read e label for further instruction.
Transferred to Phone IVR for additional shipping instructions

with e-mail -103090
w/o email-106000
Cannot create RMA documentation.

Cannot create phone RMA. SAP is not accepting ESN/IMEI
Please Submit a request using VOC Form.
Reported issue to ________________________________
Was not able to send an E-LABEL, error message "DESTINATION PROBLEM" UPS SYSTEM IS DOWN-
send an e-label as soon as UPS is up and running, Advised Bp to check e-mail within 24- 48 hours fo
e-label Reported issue to ________________________________
SAMPLE E-MAIL AND E-LABEL BELOW
with email- 103095

with out email- 106001
SAMPLE E-MAIL
Helpful Questions For Power Issues:
*Did the customer try a different battery with the phone?
*Did the customer try a different charger with the phone?
*Does the screen light up when plugged into the charger?
OFFERING A PHONE RMA NUMBER:
Offer repair for the phone

Advise BP to call SP if they have a Loaner Phone program for a temporary phone
before BP sends phone in for repair.
Bp agreed.
OOW Phone Repair Issue

Advised BP to fax the POP to change warranty.
Gave service center fax number (469) 241– 4774.
Advised BP to indicate RMA number.
Informed BP that they will receive an e-mail if POP has been approved
cost if there is any and will ask for approval before doing the
OOW repair.
PHONE REPAIR CENTER ADD:
SAMSUNG REPAIR
1000 KLEIN RD. SUITE 200
PLANO TEXAS,75074
ACCESSORY REPAIR CENTER ADD:

SAMSUNG DOA
3000 EAST PLANO PARKWAY
PLANO TEXAS, 75074
TRANSFER TO IVR SPIEL:
Here is your RMA # _____________ I will now connect you to an

automated system for additional shipping instructions. Please press 9 to repeat. Is
there anything else that I can help you with?.
Cannot create Accessory RMA documentation:

Was not able to process RMA , product ID is not being accepted by SAP/ Cannot find product ID
Please Submit a request using VOC Form.
Was not able to send an E-LABEL, error message "DESTINATION PROBLEM"
UPS SYSTEM IS DOWN- will send an e-label as soon as UPS is up and running,
Advised Bp to check e-mail within 24- 48 hours for the e-label
Reported issue to ________________________________
Please submit the following details then submit to trainer or TC.

1. BP Name
2. BP number
3. Model name of phone
4. IMEI/ESN/MEID
5. Error message
ONCE RSI RECEIVES PHONE , E-MAIL BELOW WILL BE SENT

SAMPLE E-LABEL BELOW
ary phone
9 to repeat. Is
P/ Cannot find product ID

NOTES for RMA STATUS
(If phone is still being repaired) (If phone is already sent ou
Please Verify bp profile information
Please review details on existing/current RMA ticket
“educated the customer that if the technician deems repair as OOW

he/she will be emailed quote to repair. He/she can pay online, call us
back or request handset be returned unrepaired.”
(If phone have not been received yet)

Tracked package on ups.com
UPS tacking page appears as follows: (Copy and paste UPS page)
REPAIR INQUIRY CHECKLIST
Symptom: Shipping & Handling Issues

Reason For Call: Customer calling back because he didn't
receive the e-label
*Check CONTACT HISTORY if there is an existing RMA. If there is

none, advise the BP that you will create an RMA for the device. If
there is an existing RMA, then proceed to the next step.
*Check validity of the existing RMA. If it is 30 days old and above,

then advise the BP that he will be created a new RMA for his phone
since his repair request ticket is almost expired then create a new
RMA. If the existing RMA is new then proceed to the next step.
*Check and verify if all BP profile details are correct including:

Spelling of Full Name
Full physical delivery address (include city and state and ZIP)
Best Contact Number
E-mail address
*Verify if BP's e-mail is active. If not, edit the e-mail to the correct
active one.
*Verify the symptom coding if it corresponds to the issue of the

device.
*Click on the DETAIL tab then click on UPS PROCESS
*Make sure that the shipping address and best contact number is
correct on the
*Enter BP's UPS e-mail
correct PROCESS box.manually then hit ENTER on the
address
keyboard.
NOTE: New Label should now be highlighted.

*Click on NEW LABEL to send.
NOTE: Try to send a label to an alternate e-mail if BP can
provide one.
REASON FOR CALL: Delivery inquiries (BP already knows

that phone is being shipped already and wants to know when
it will be shipped)
*Check existing RMA under Contact History.
*Obtain the tracking out number from the RMA.
*Go to ups.com and track the package.
*Give details of delivery to BP and the shipping status.
*Proactively check the COMMENTS FROM SAMSUNG area of the
RMA so you can also provide whatever detail is available regarding
the repair.
SYMPTOM: Repair Procedure Information
REASON FOR CALL: Customer with RMA is calling back to

ask for repair procedure
*Check existing RMA under Contact History. If there is none, inform

BP and take responsibility in creating one for their device/item.
*Explain Warranty Limitations to BP

*Explained to BP that the phone will be restarted to the default

settings and all user applications and files put in the phone will be
deleted.
*TAT is 5-7 business days within the service center.
*Check if an e-label has been sent to the customer, then advice BP

to send the phone before 10 days to avoid e - label expiration.
REASON FOR CALL: BP wants to know the address
of RSI (for no email).
REASON FOR CALL: Cu
phone back and wants to
p
*Check existing RMA under Contact History. If there is none, inform

BP and take responsibility in creating one for their device/item.

settings and all user applications and files put in the phone will be
deleted.
*Check if an e-label has been sent to the customer, then advice BP
to send the phone before 10 days to avoid e - label expiration.
Repair Codes from IE03

Description
Task # Clean/Prep Task #
19 Estimate Performed 236
30 ESTIMATE REFUSED 237
31 NO TROUBLE FOUND 238
51 BER-ABUSE, NOT REPAIRABLE 239
53 Remove Short 240
58 Replace part WARRANTY 241
59 Reprogram 242
67 Resolder 243
72 Secure Ground 244
73 RF Sheilding 245
74 VOID WARRANTY, RECENT REPAIR 246
85 VOID WARRANTY FOR LIFE 248
86 Replace part NON-WARRANTY 249
98 SW,PRL,OTSL UPGRADE 250
102 UPGRADED PRL 252
103 UPGRADE S/W VERSION 254
104 QC Passed 256
106 Refurb Repair Complete 257
108 PHONE RESET - CLEAR TOOL 258
110 Compliance Test Passed 259
111 Compliance Test Failed 262
112 Finial Data Entry 265
132 Full SW Upgrage and Phone Reset 266
202 Unit Exchanged, Warranty BER 267
203 RETURN UNREPAIRED TO CUSTOMER 269
204 Complex Repair Complete 270
206 SB99-PCS-0001 (STD ADD C363) 274
207 REBUILD EPROM 276
208 Verify A-Key and Locks 277
212 TIB SVC-TI-0003 2000 RMO keypad 278
214 Parts not available - UNREPAIRED - PSC 279
215 Customer Satisfaction Exchange 281
218 TIB SVC-TI-0004 3500 Antenna 284
219 TIB SVC-TI-0005 3500 Fip Hing 285
220 Diagnostic Inspection Complete 289
222 Replace Label 290
225 R/B Inspection Complete F01
230 Final/NAM Reset Complete F02
231 AMPS Static Warranty Exchange F03
232 Repaoired at GUMI F04
234 REPAIR NOT COMPLETE - FSC F05
235 F06
Description
Task # Won't power off with battery Task #
F68 Vibrator Will Not Turn Off FAN
F69 Vibe Excessive Noise/ Rattle FAP
F70 AMPS STATIC FAQ
F71 BAD BGA component FAR
F72 Lifted Pad during rework FAU
F74 Failed OTSL Check FAV
F75 Part no. Longer Available FAW
F76 DAMAGED IN REPAIR FAX
F77 Power3Lvl Inspection FAY
F78 TX AUDIO - MIC FAZ
F79 RX AUDIO - SPEAKER FBU
F80 FM TX Frequency Error FBV
F81 LCD Damaged - 031 ER FBW
F82 Batt. Terminal damage Abuse - 031 ER FBX
F83 Gross electromech damage - 053 BER FBY
F84 RF Connector Damage Abuse - 031 ER FBZ
F85 LCD Backlight Bad FCA
F86 LED Bad FCB
F87 Phone locked FCC
F88 NAM Corrupted FCD
F89 Flip does not terminate call FCL
F91 Cannot Isolate Fault - WBER FCM
F92 MP3 1KHz audio test failed FCN
F93 MP3 file delete/xfer failure FCP
F94 Low Battery (STBY) FCQ
F95 Loopback failure FCR
F96 Power4Lvl Inspection FCS
F97 Phone fails to enter test mode FCT
F98 Power5Lvl Inspection FCU
F99 Power6Lvl Inspection FCV
FAA Power7Lvl Inspection FCW
FAB 3.8V 2LVL ADJ 363 FCX
FAC 3.8V 3LVL ADJ 363 FCY
FAD 3.8V 4LVL ADJ 363 FCZ
FAE 3.8V 5LVL ADJ 363 FDA
FAF 3.8V 6LVL ADJ 363 FDB
FAG 3.8V 7LVL ADJ 363 FDC
FAH ST FREQ ERROR FDD
FAI FREQ ERROR 6000 FDT
FAJ Power2-7Lvl Inspec-Robot FDU
FAK AUDIO GAIN INS FDV
FAL LOW BATTERY (TALK) FDW
FAM FDX
(If phone is already sent out)
Please Obtain tracking out number from current RMA ticket details
Please Provide tracking out number to BP
Tracked package on UPS.com

UPS page appears as follows: (Copy and paste UPS page)
REASON FOR CALL: BP inquiring about lost package
*Check existing RMA under Contact History.
*Check and verify if all BP profile details are correct including:

Spelling of Full Name
Full physical delivery address (include city and state and ZIP)
Best Contact Number
E-mail address
*Copy the BP profile address on your notes and then edit it to the
correct one if it is incorrect.
*Track package delivery/shipping progress on ups.com using the

most recent tracking number associated with the RMA.
Note: All cases of UPS claim; Please transfer to ECR

*Get BP's best contact number and the best day and time to call
him back in case we need to.
*Fill out ECR form and submit to the available Tech Lead or
Team Captain so that the issue can be forwarded to the ECR for
further assistance.
REASON FOR CALL: Customer calling back because he

got cut from IVR and wants to listen to instructions again.
*Check existing RMA under Contact History. If there is none,

inform BP and take responsibility in creating one for their
device/item.
*Verify RMA number
*Verify that the device model is the correct one to be sent.
“educated the customer that if the technician deems repair as

OOW he/she will be emailed quote to repair. He/she can pay
online, call us back or request handset be returned unrepaired.”
settings and all user applications and files put in the phone will
be deleted.
*Check if an e-label has been sent to the customer, then advice
BP to send the phone before 10 days to avoid e - label
expiration.
REASON FOR CALL: Customer already received the
phone back and wants to know what was fixed on the
phone.
*Check existing RMA under Contact History that is associated
with the phone.
*Open the RMA and read the notes from the repair center under
“COMMENTS FROM SAMSUNG”.
*Give the details to the BP.
Description Task #
CDMA Oscillator Freq. Adjust F07
CDMA MAX Power Adjust F08
CDMA MIN Power Adjust F09
Analog TX Power Adjust F10
Analog TX MOD Limit Adjust F11
Analog TX Compressor Adjust F12
SAT Amplitude Adjust F13
Analog Oscillator Adjust F14
Battery level adjusted F15
AMPS ST Gain Adjust F16
AMPS RX gain adjusted F17
Pass AMPS noise Test F18
TIB SVC-TI-0007 8500 AMPS Noise F19
TIB SVC-TI-0008 850 AMPS Noise F21
WBER - NOT REPAIRED F22
Frequency Test Passed F24
Repair Complete F25
TX RAS Adjusted F26
WB FREQ. Deviation ADJ. F27
MP3 Test Passed F28
Software EMERGENCY F29
JTAG Recovery - Main Software F30
Mechanical ADJ. F31
PROCESS DAMAGED IN REPAIR F32
ESN re-writen F33
Receiving Inspection Complete F34
Refurb Process starts F35
Sprint BER-ER Project - NO BILL F37
REPLACE PART - Flip ASSY LCD ABUSE F38
Sprint BER-ER Project - BILL F40
VERIZON ADVANCED EXCHANGE F42
TIB SVC-TI-0009 I300 R808 F43
D. I. P. Part moved to Blocked F44
GSM RF AUTO ADJUST F46
TIB SVC-TI-0011 A520 F47
TIB SVC-TI-0012 A460 F48
No Power Up F51
STD FAILED F55
CDMA REGISTRATION FAILURE F56
Intermitttent/ No Speaker Audio F58
Drop calls F59
RXD Sens. FER@600 - 104dBm F67
Description Task #
TXD FREQ ERROR FDY
TXD PHASE ERROR FDZ
TXD CARRIER FEEDTHUR FEA
TIME OUT ERROR FEB
LOCKED ON ANALOG FEC
LOCKED ON DIGITAL FED
Auto Power on with battery FEI
Battery Terminals Bent - Abuse FEJ
Battery Terminals Broken - Abuse FEK
#4 Battery Terminal Depressed FEL
Shorted Component - WBER FEM
LOCKED ON DIGITAL FEN
Auto Power on with battery FEO
Battery Terminals Bent - Abuse FEP
Battery Terminals Broken - Abuse FEQ
#4 Battery Terminal Depressed FER
No Power Up with Test Cable FES
#1 Battery Terminal Depressed FET
#2 Battery Terminal Depressed FEU
#3 Battery Terminal Depressed FEV
Auto Power Off with Batt or Test Cable
Back-up Battery Charge Current
Infrared Failure
UNIT OVERHEATING
GSM TX AMPL NEG PEAK FLATNESS
GSM TIMING OFFSET -28USEC
GSM TIMING OFFSET -10USEC
GSM TIMING OFFSET +10USEC
GSM TIMING OFFSET +28USEC
GSM TX POWER @ LVL 0
GSM RMS PHASE ERROR
GSM PEAK PHASE ERROR
GSM FREQUENCY ERROR
GSM TX ORFS DUE TO MOD +400KHZ
GSM RESTYPE II BER RATIO IN %=
GSM RESTYPE II FER RATIO IN %=
GSM SACCH TX LEVEL
GSM SACCH TX TIMING ADV
GSM SACCH RX QUALITY
Description
Rcvr Sensitivity
TXD Max RF Output Power
TXD Min RF Output Power
Keypad Inoperative
LCD Blank/Seg. Missing/Lines
Service Required
Will Not Connect
RSSI fail
RXD Dynamic Rng FER@-25dBm
Dirty Cosmetics
Cosmetic Damage
Won't Download SW/PRL
ECR needs redone
EPROM FAILED
TXD Rho
Unauthorized Repair or Mod.
No Vibration
Corrosion, Liquid Damage - 053 BER
Power2Lvl Inspection
1.0kHZ Pk+ Limit
Tx Wideband Data PK DEV
2.0kHZ
TX Signaling Tone pk dev
PK+ DEV (RMS) 6000 -SAT
TX Compress Zero
ON SINAD
Analog Registration Fail
DISTORTION
D/A Handoff Fail
TIME AND DATE NOT DISPLAYED
Repair over ten (10) days
Reached Customer Return Limit
Out of Warranty by Date
Customer Satisfaction
No Analog Service
IF/Charging Port/SIM Damage - Abuse
ESN Mismatched
Smudged or erased label
No PCS Service
Improper Barcode
Label info missing/ incorrect
Ringtone Inaudiible / Will No Adjust
Description
GSM SACCH RX LEVEL
Echo
3G TCH FER AWGN_EIGH
3G TXD ACCESS POWER
3G TXD CODE DOMAIN POWER
3G TXD TIME ERROR
PHF Mic Failure
PHF Speaker Failure
Will Not Charge
HOT SYNC FAILURE
JTAG RECOVERY FAILED
N400 Handsfree Audio
GPRS BLER (PCS)
GPRS BLER (GSM)
BURST TIMING ERROR (GSM)
BURST TIMING ERROR (EGSM)
BURST TIMING ERROR (PCS)
SIM Electrical Failure
CAMERA FAILURE
Display Failure
LEVEL 1 SUPPORT BOUNDERIES : SYNCHRONIZATION
CONTENTS:
L3 TRANSFER CHECK LIST FOR SYNC ISSUES
TROUBLESHOOTING SYNC ISSUES
E-MAIL SUPPORT BOUNDARIES
1. ERROR CODES ON PDA PHONES -

2. NCK UNLOCKING- customer has the NCK code and wants a walk through.
3. E-MAIL SET UP FOR POP3 AND IMAP4- customer has the configurations needed.
4. ANDROID PHONES- sync issues, downloaded applications issue
5. SOFTWARE INSTALLATION ISSUES - WMDC, Activesync, Pc studio 3, New PC studio,
problems installing software, pc not recognizing phone issues
6. EXCHANGE SERVER SET-UP- customer has the configurations needed for exchange server
set-up
7. WIFI- will not work.
8.SOFTWARE UPDATES- errors, freezing on steps.
HOW TO DISABLE SECURITY/ ANTI VIRUS

Go to all programs and under run type in services.msc >
Locate the anti-virus from the list of programs, right click on the program and select stop.
Note:
Do not forget to disable Win-firewall, aside from the anti-virus , this is a program of Windows.
When having problems synchronizing to PC /laptop
1. Ask operating System of PC.

2. Ask if using a PC or laptop.
3.Ask if they have admin rights to their pc.

4. Ask if they are using an exchange server along with Microsoft outlook.
5.Ask where activesync 4.5 is obtained if from CD have them uninstall it and download it from www.pocketpc.com. ( cd softwar
6. Ask what their internet connection is.
7. Ask if they are using VPN ( Virtual Private Network).
8. Ask what version of Microsoft outlook is in PC
REMINDER: Activesync 4.5 will only work on OUTLOOK 2003 and onwards. If they
have a lower version advise them to upgrade version.
9. Ask if they are using a Desktop or a Laptop ( what brand)
REMINDER: If Bp is using a MAC computer all our software and activesync will not
work.
LEVEL 1 SUPPORT BOUNDARIES: E-MAIL SET UP
TYPES OF E-MAIL :
OUTLOOK E-MAIL - bp can sync outlook e-mail to their phone by using a
software ACTIVESYNC 4.5 or WMDC, customer will receive e-mails when
ever they connect to their computer, thus e-mail will not be received real time.
DIRECT PUSH MAIL- new email is sent or received almost immediately on the device.
Typically email is received between 5-7 seconds on my device after leaving my mailbox. In
reality ,customer will get email on the device as soon as it's sent.
(REALTIME MAIL)
EXCHANGE SERVER MAIL-is an e-mail based collaborative communications server for

businesses, Licenses is from Microsoft.Or office e-mail.
POP3 ( POST OFFICE PROTOCOL 3)- e-mail account with an Internet service provider (ISP) or
use a Web-based e-mail service, such as MSN® Hotmail®. If customer uses a POP3 e-mail
account, the ISP can provides a specific account information. People without Exchange Server
accounts cannot use the features in Outlook that require an Exchange Server.(ERASES E-
MAIL ONCE READ)
IMAP4( INTERNET MESSAGE ACCESS PROTOCOL) -Internet protocol that allows an e-mail
client to access e-mail on a remote mail server.
E-mail clients using IMAP generally leave messages on the server until the user explicitly
deletes them. This and other characteristics of IMAP operation allow multiple clients to
manage the same mailbox. ( E-MAILS CAN BE MANUALLY DELETED)
How to get MAC Address
#4357* or #43574357*
How to obtain IMEI for GSM phones

*#06#
How to get ESN for CDMA phones

SPH-M620(upstage) - ##367#
Menu / Settings / Phone Info / HW-SW Version
CANNOT LAUNCH ACTIVESYNC/ PC STUDIO

1. Check Data Execution Prevention
go to Device manager > advance tab > performance > settings tab > Deptab.
2. Uncheck top portion > choose lower portion and check window for ACTIVESYNC or PCSTUDIO
and check on the box.
3. Click on remove and hit OK.
When having problems setting up exchange server:
1. If Bp has all the requirements on setting up exchange server , transfer to L2.
2. If Bp does not have requirements advise to get it from their IT administrator.
If Having problems with WIFI ( Wireless Fidelity) connections
1. Ask if Wifi service is public or private.

2. Ask if Bp has the password and rights to access Wifi. If not contact SP of Wifi service.
When phone freezes on a menu function and possible solution may be a reboot/reset.
1. Create a back-up RMA ,

2. Inform the customer that level 2 might be able to assist further in order not to lose all info
and files .
HOW TO SET UP E-MAIL:
E-Mail Address: Usually in name@address.com format.
User Name: Usually the first part of your e-mail address which appears before the at sign (@).
Password: Choose a strong password (with alphanumeric characters). You will have the option to save
your password so it will not be required to enter it each time you connect to the server.
Domain (if necessary): The specific location of the e-mail server within the network being accessed.
Server Type (POP3 or IMAP): The type of account used by the mail service.
Account Name: The account name used to access your e-mail.

Network: The type of network the email server connects.
Incoming Server: The name of the server used to send incoming mail to your device.
Require SSL Connection: A connection that enables sending of personal information more securely.
Note: If this option is selected and the ISP does not support an SSL connection, you will be unable to
send e-mail.
Outgoing Server: The name of the server used to send outgoing e-mail from your device.
Outgoing Server Requires Authentication: the outgoing email server (SMTP) may require
authentication. Note: This would be the user name and password used for the account.
Outgoing Server Settings: The outgoing e-mail server may require different authentication settings
from the incoming email server.
Use Different User Name for Outgoing Server: A check box allows the option of using separate
settings for the outgoing email server.
User Name: Outgoing email server user name.
Password: Outgoing email-server password.
Domain: Outgoing email server domain name (if required).
Required SSL Connection (Outgoing Mail Server Only): A connection that enables sending of
personal information more securely. Note: If this option is selected and the ISP does not support an SSL
connection, you will be unable to send e-mail.
EXTENDED L1 SUPP
Prepared By:
Training Department
TROUBLESHOOTING MEDIA ISSUES
UNDERSTANDING PDA AND SMART PHONE
RESOLVING BLUETOOTH CONNECTIVITY
DIFFERENTIATING BLUETOOTH PROFILES
HANDLING SOFTWARE CONNECTIVITY
SYNCHRONIZING OUTLOOK INFORMATION
SETTING UP EXCHANGE SERVER
SETTING UP EMAIL
UPDATING MOBILE OPERATING SYSTEM
Level 3 Wireless Support: 1-888-61
NO TRANSFER TO L2
AVOID MHC
CHECK INTRANET FOR UPDATE
AIM TO RESOLVE BP'S INQUIRY
ASK ASSISTANCE
1 SUPPORT
MART PHONE
NECTIVITY
H PROFILES
CTIVITY
FORMATION
G SYSTEM
: 1-888-6140897
R TO L2
OR UPDATES
'S INQUIRY
ANCE
MEDIA- refers to video, music and picture files. This could refer to m
Checklists when troubleshooting Media
Ask for the phone model

Check the file format
Check if file is DRM protected.
Check the source of the file
Check where the file was saved
Ask BP what he wants to do with the file
Check the file size
Check the bit rate
Check phone's detailed specification for supported file formats
Ask BP how did he download the file
Examples of file formats

Sounds-
AAC, AAC+, AMR, CMX (PMD), MIDI, MMF, MP3,MP4, SMAF, WAV,WMA
Images-
AGIF, BMP, JPEG JPG, PNG, TIFF, WMBP
Video-
3GP, WMV, MOV, MPEG
Other-
DOC, XLS, PPT, PDF, TXT
•How to tell what type of format something is?

1. Open the location of the file.
2. You should be able to find the file name and file extension for the file.
a. Will look like filename.abc or picture.xyz
3. If you do not see the .abc and only the filename.
4. Click Tools at the top of the window.
5. Click Folder Options.
6. Click View Tab.
7. Click “Show hidden files and folders”.
•How to tell how DRM effects the file.
>open the file in Window’s Media Player.

>Highlight the file then select properties>License
•Bit Rate refers to the process in which information was encoded.

Bit rate should be not more than 320 kbps >if Bp wants to use sound fi
File size should not be more than 300 kb >if Bp wants to use sound fi
•The smaller the bit rate, the smaller the file size, and the lower the quality of the file.
•The higher the bit rate, the larger the file size, and the greater the quality of the file.
Check Phone's detailed specification for file format, bit rate and file size
uld refer to media storage like SD card.
ants to use sound file as ringtone
ants to use sound file as ringtone
y of the file.
y of the file.
te and file size compatibility

is an open wireless technology standard for exchanging data over short distances
using short wavelength radio transmissions) from fixed and mobile devices, creating personal area networks
Types of Profiles
Advanced Audio Distribution Profile (A2DP)

>describes how stereo quality audio can be streamed from a media source to a sink.
Bp should use use a sterao bluetooth headset to use this function.
Basic Printing Profile (BPP)
> allows devices to send text, e-mails, v-cards, images or other information to printers based on print jobs.
>printer should have bluetooth functionality
Dial-Up Network Profile (DUN)

>provides a standard to access the Internet and other dial-up services via Bluetooth technology.
>using phone as tethered modem
File Transfer Profile (FTP)

>Phone can send and receive file. Both devices should have this capability.
Hands-Free Profile (HFP)

>used if bp wants to access contacts from phone to a car kit system
ALWAYS ASK BP TO CHECK WITH THE CAR MANUFACTURER IF SAMSUNG HANDSET IS LISTED TO BE
WITH THE CAR KIT SYSTEM
Headset Profile (HSP)

>describes how a Bluetooth enabled headset should communicate with a Bluetooth enabled device.
Human Interface Device Profule (HID)
>defines the protocols, procedures and features to be used by Bluetooth keyboards, mice, pointing and gam
Object Push Profile (OPP)
>phone only has an option to send file via bluetooth
Video Distribution Profile (VDP)
>defines how a Bluetooth enabled device streams video over Bluetooth wireless
Sim Access Profile
>accessing contacts from sim card through the car kit system
Phonebook Access Profile
>accessing contacts saved on the phone's memory through the kit system
Troubleshooting Phone not pairing with a bluetooth device

1. Check if both phones is capable of bluetooth pairing. (FTP)
2. Turn bluetooth functionality on both devices.
3. Set bluetooth visibility to On.
4. Make sure each phone is within 10 meter range.
5. Place Both Devices in the Connection Mode
*Typically, in a connection between two devices, one device acts as the “host” and the other device acts as the
*The device in the host role is the one with the user interface from which most of the connection setup will take
* In a phone and wireless headset pairing, the phone is the host. However, in a phone and laptop pairing, the l
The most common problems include the following;
•Devices cannot be found
Bluetooth functionality is off or the other device is not in "discoverable mode."

Make the device you are trying to find and pair with visible/discoverable by either turning this on from the appr
on devices with a limited user interface.
When you are done pairing, you can turn the device back to non-discoverable if you have security concerns.
•"Pairing unsuccessful" message appears
The pair attempt between two devices failed. Usually this is the case when a wrong passcode or PIN is entered
If you are certain the passcode is correct, try powering down and then powering up both devices.
•Pairing succeeded and it still does not work
One of the most common causes for devices not working together is when two devices do not support the same
Check Both phones capability.
Pairing phone with Samsung Bluetooth Headset.
1.Turn Phone's bluetooth functionality on.
2. Set bluetooth headset's visibility mode on.
>turn off the bluetooth headset then press and hold the multi-function button until a steady blue light appear
3. Set phone to pairing mode then select add new device
4. Highlight the device to pair
5. Enter security pass key, 0000
Windows Mobile
> is a mobile operating system developed by Microsoft for use in smart phones and mobile devices.
Common Features
How to disable antivirus and windows firewall
Requirements for Windows Mobile Software Upgrade

Windows Mobile
> is a mobile operating system developed by Microsoft for use in smart phones and mobile devices.
Common Features
–Today Screen shows the current date, owner information, upcoming appointments, e-mail messages,
and tasks. (Is now Home screen in later WM6.5 builds)
–The taskbar shows the current time and the volume.
–Office Mobile a suite of Mobile versions of Microsoft Office applications
–Outlook Mobile comes with Windows Mobile.
–Internet Explorer Mobile is an Internet browser developed by Microsoft for Pocket PC and Handheld PC
that comes loaded by default with Windows Mobile and Windows CE for Handheld PC.
–Windows Media Player for Windows Mobile.
–Client for PPTP VPNs.
–Internet Connection Sharing (ICS) which in mobile phones allows attached computers to share internet
connections via USB and Bluetooth.
– Coherent file system similar to that of Windows 9x/Windows NT and support for many of the same file
types.
–Ability to multitask.
WINDOWS MOBILE SOFTWARE

Activesync for windows XP OS
Windows Mobile Device Center (WMDC) for Windows Vista
Checklists When handling software connectivity

>Ask what BP wants to accompish after connecting phone to pc.
>Ask if software is installed(activesync for XP; WMDC for Vista)
>Ask if BP has full admin rights or is logged in as the administrator.
>Ask if BP is using samsung genuine USB cable
>To sync outlook information, ask what version of outlook is installed on his/her PC.
Note: Microsoft outlook version 2003 or 2007/onwards should be installed.
>Ask if BP is using laptap or desktop
>Phone not in use
How to install Activesync
>Launch Microsoft.com
>On the search box type Activesync 4.5, press enter
>Select Download details Activesync 4.5
>Click continue under Registration Suggested on this Download
>Select "NO I don't want to register, take me to the download" under registration
>Click on "CONTINUE"
>Proceed to download Set Up. Msi
>Save to desktop
How to install WMDC/Windows 7(version 32 bit or 64 bit)

>Launch Microsoft.com
>On the search box type Windows Mobile Device center 6.1, press enter
>Under validation required, click continue
>Bp has to select genuine check validation to get the validation code
>Let bp save it on the desktop
Troubleshooting Phone not connecting with Activesync/WMDC

1. Configure phone for Activesync use. (Go to start>settings>connectivity
>USB>activesync
2.On the activesync application(PC) go to file>connection settings>check if
1st, 2nd , and 3rd box is checked, uncheck the 3rd and 5th(for activesync 4.5) box.
3. Make sure Bluetooth is off
4. If still not connecting, disable the antivirus and windows firewall.
5. Make sure that the USB cable is genuine Samsung, generic cables usually encounter problems with
connections.
6. Ask BP if they have VPN(Virtual Private Network), if so advise to contact IT administrator to disable
VPN, activesync will not work.
6. Ask customers if they are using other 3rd party softwares like Sprite or Verizon wireless
Synchronization manager. In case these are installed advise customer to uninstall them. This will result to
duplication of files or in worse cases deletion of files.
8. If still not connecting, do a soft reset on the handset, restart PC.
9. Uninstall/reinstall activesync/WMDC
10. If possible, offer BP to do a test, try another USB cable or try to connect phone with another PC.
*If BP was able to connect phone to PC activesync/WMDC before, advise BP to delete partnership between
activesync and phone.
**note: disconnect the cable from the pc before deleting the partnership**
To delete partnership on activesync

>disconnect USB cable from the pc
>open activesync on the PC
>Click on File
>select delete mobile device
To delete partnership on WMDC

>disconnect USB cable from the pc
>open WMDC on the PC
>click on Mobile Device Settings
>select end partnership
How to disable antivirus and windows firewall

>click on Start
>Select Run
>type service.msc
>locate the antivirus and firewall
>Right click on the antivirus and select properties
>under general tab>startup type>select disable then click on OK.
or
Let BP click on start>control Panel>security>locate the antivirus and firewall to stop
**If after performing these steps, and still will not connect, transfer BP to L3.
Requirements for Windows Mobile Software Upgrade

1. OS requirement: windows XP/ Windows Vista 32 bit /Windows 7 32 bit(check OS requirement)
2. Bp has full admin rights
3. Activesync/WMDC is installed
4. Antivirus and Windows firewall is disabled
5. Bp is using genuine samsung USB cable
6. Microsoft Outlook installed for synchronizing outlook information
7. Handset not in use and is fully charged.
For the Upgrade process/steps, refer to samsung.com website.
**Level 1 can attempt to assist BP upgrading phone's OS version, if it displayed an error

message or it wasn't successful, document and transfer call to L3.
Setting Up an Exchange Server
Informed BP that the following requirements are needed to set up exchange server. BP can get this data
from the
IT department.
1. server source
2. IP address
3. User name
4. Password
5. Domain name
6. Certificate
Assisted BP to do the following steps:

On the phone's home screen go to start>activesync>menu>add server source>type in the Address>click nex
type in the User name>type in the Password>type in the Domain Name>choose data that you want to sync
How to delete an exchange server:
Assisted Bp to do this:
1. Unplug the phone from USB/PC
2. Go to start>Activesync>Menu>Menu>Options>Delete Exchange server
*Please inform Bp that this process will delete synchronized information through the exchange server.
How to Install Certificate on the Phone.

1. Connect phone to PC
2.Start an ActiveSync session and click on Explore in ActiveSync on the PC
3.Double Click My Windows Mobile-Based Device
4. Find the certificate file (.cer) saved to your Desktop
5. Click and drag this file into the Windows Mobile device folder.
6. Select Applications
7. Select File Explorer
8. Select Up
9. Find the file labeled .cer and select it.
10. Select OK to restart
The menu/application may vary depending on the phone model
http://www.pocketpcfaq.com/faqs/activesync/exchange_errors.php
- Tool to get activesync error code cause and resolution
Best effort in resolving exchange server. For server or network connection error, refer BP to their IT departmen
Samsung New PC Studio Connection Checklists

this program can be used to transfer media files and outlook information. Check phone capability if it has outloo
Requirements:
1. Operating system requirement; windows XP, windows vista, windows 7
2. Genuine Samsung cable
3. For outlook sync, Microsoft outlook 2003 or latest version is intalled.
How to connect phone to samsung NPS?

1. Set phone to USB setting, New PCStudio.
2. Turn Bluetooth off.
4. If Samsung NPS is properly installed, NPS will launch by itself.
How to post picture directly to Web using samsung NPS.

2. If Samsung NPS is properly installed, NPS will launch by itself.
3. Once connected, double click on the model of the device on the right side of NPS.
4. Open picture folder.
5. Select the picture to post then drag it TO WEB. It will ask for account log in for FACEBOOK, YOUTUBE OR FLI
Then bp can now view the picture on the selected social network.
How to transfer movies or videos from pc to phone using samsung NPS.

*ensure that BP has enough space on the memory card*
Samsung NPS has the option to convert video file into a playable quality and format to the mobile phone.
1. Connect phone to pc via USB . Samsung NPS will open automativcally and detect the handset.
2. Click on the mobile phone icon
3. Handset memory map will appear. Click the down arrow on the internal memory
4. Find and select video folder
5. Select the video to transfer saved on your computer
6. Drag and drop the file to the video menu
7. A box will appear asking if You want to transfer the file to the device after converting the video, select yes.
8. Pc studio will now start converting the video.
9. Once conversion is complete, pc studio will now transfer the file to the device.
How to sync contacts from phone to outlook

2. On the easy guide, select phonebook synchronize witk outlook
3. Make sure synchronize with outlook option is checked
4. Click start
5. A pop up box will appear informing that Some fields that are not supported by the target device could be los
6. Synchronization will now start.
7. Dialog box will appear displaying the number of data transferred.
How to sync calendar using Samsung NPS

2. Easy wizard will appear, Close easy wizard
3. Click the puzzle piece icon called widgets
4. In the widgets box scroll down and select scheduler
5. In the scheduler box Press Sync button in the bottom left
6. Sync settings will appear, be sure your handset is checked
7. Check the option to sync between Outlook and Schedule
8. Click OK
9. A pop up box will appear some of the fields may not be supported by the device, it's normail click ok.
10. Phone will now start
How to use phone as tethered modem using Samsung NPS

BP has to have a DATA PLAN from SP.
It's advisable to have a best connection like 3G network.
1. Connect phone using samsung genuine samsung USB cable

2. Easy wizard box will, click close
3. Click on Communicator
4. Click on widget menu icon, it looks like a puzzle piece
5. Select internet connector
6. Internet connection menu will appear
7. SClick on the drop down menu.
8. Select your device.e.g SGH-A887
9. Click the add icon
10. Connection settings will appear. Bp can assign a name
11. Click Ok
12. To disconnect from the internet, click on the disconnect icon.
*If a network or server error will occur, refer BP to SP.
How to set up email?

Samsung agents is responsible in assisting customers asking assistance on how to set up email.
Set proper expectations that we only have the steps on how to set up email but the email/server information
should be provided by the email/service provider like the outgoing and incoming server.
Any email issues related to server or network, BP should be referred to their provider.
ress>click next>
ant to sync
r IT department
if it has outlook sync option.

OUTUBE OR FLICKER
o, select yes.
ce could be lost, click ok to continue.

r information
UNLOCKING GSM PHONES
The process of unlocking a phone for one Service Provider for use on another Service Provider’s netw
•How to Unlock a phone?

–To unlock a phone you will need to have two key pieces of information,
the NCK Command String and the NCK.
NCK Command String: A command string that will disable the Network Lock on the handset when u
This command string is one of many specific command strings and is only available to the end
Make sure to remove the sim card before the unlock process.
The two most common command strings are;
–#0111*NCK#
–#7465625*638*NCK#
How to unlock SGH-I637
1. Remove the sim card

2. Dial #7465625*638*#NCK#
3. If successful, phone will display, "network lock deactivated, "successfuly disabled locking status".
How to unlock SGH-I617
1. With an AT&T sim inserted;

2. Dial #7465625*638*NCK#
3. If successful, phone will display, "network lock deactivated, "successfuly disabled locking status".
ALWAYS ASK IF PHONE DISPLAYS PHONE FREEZE, IF SO PROCESS REFLASH FOR THE PHON
WIRELESS SYNC
Wireless Sync, while not a product supported by Samsung, it is an issue that we need to be aware of
device.
Wireless Sync is a service provided by Verizon that allows their subscribers to sync remotely with the
Without the need for a direct connection. The user’s data is stored on a server with Verizon.
When dealing with synchronization, ask BP if he is doing it wirelessly(Wireless Sync), or he is doing it

If Bp is using verizon's back up program, refer BP to SP.
•The main concern is to know:
–A. Where the customer is using Wireless Sync at all and if so
–B. what information is being synchronized via Wireless Sync, if any.

–Because there might be conflicts between Activesync and Wireless Sync
Bluetooth Sync
•Any MITS device that has Bluetooth can most likely be synchronized via Bluetooth, as long as the P
installed. The connection will act as a virtual serial connection between the Bluetooth software on th
1. Setup a Bluetooth partnership between the device and PC

>turning on the Bluetooth on both your PC and Handset
2. Add Incoming Bluetooth COM port on your PC
The Bluetooth Settings on your PC has a tab to configure the Bluetooth COM ports. Add one I
as shown below.
3. Set the Bluetooth COM port in the ActiveSync connection settings dialog.
4. On your Handset go to Start -> Settings -> Connections -> Bluetooth
5.Your PC should be listed in the Devices Tab (If step 1 was successfully done)
6. Open ActiveSync on your Mobile Device : Start -> Programs -> ActiveSync
7. Click on Menu -> Connect via Bluetooth ! If the ActiveSync partnership has been configure prope
activity on ActiveSync running both on PC and the mobile device. If your PC is connected to the Inter
Bluetooth connected mobile device.
Resources:
http://www.zune.net/en-US/support/
Microsoft.com
1-877-GET-ZUNE (1-877-438-9863)
TTY (hearing impaired): 1-800-801-1189
A windows Live Idis the email Address and password you us eot sign into any of the following services:
>XBOX live >messenger
>Zune >Passport
>Hotmail >Skydrive
>MSN
Benefits of Windows Live ID
>downloading apps
>Buying music and videos from MArketplace
>playing Xbox LIVE games
>using zune pass
>Syncing phone to Skydrive
>Syncing Onenote document
>protecting your with Find my Device
Tip: Network Data Connection is required to complete Windows Live ID sign in. If the customer has chosen to disable the data
to sign up or create aWindows Live ID, they will be prompted to enable the data connection.
Tap YES to enable the data connection
Signing in with Existing Windows Live ID
Tap sign in to begin signing in with an existing Windows Live ID
You will next enter you Windows LIve ID account information, then tap sign in.
Tip If you're an XBOX LIVE gamer, tap the "want to use your Xbox LIVE account? link for information in how to find the Window
your Xbox LIVE account
Start Screen
Note: If you skip Windows Live ID sign-in during the startup wizard, your start screen tiles for services like Xbox Live, Email, Pe
information to display
Customizing the Start Screen.

You can pin all sorts of things to Start, including the apps, websites, map locations, and even contacts.
To pin an item,
> tap and hold it until the menu appears,
> then tap pin to start. It will appear at the bottom of the Start screen.
>Tap and hold the tile, and move it wherever you'd like it.
Locking The Phone.

Go to Settings, then system, and then lock and wallpaper.
Lock and Wallpaper Settings

When phone is unlocked, the SCreen time out field is set to never.
You can change the screen timeout to a period from 30 seconds to 5 minutes.
Tap and hold the Screen time out filed to see more times.
Next, you will set a password for unlocking the phone.
For password, flick the toggle switch to the right to the On position
Type and retype the password you will use to unlock your phone. It must be 4 digits long.
Tap done. You will return to lock and wallpaper settings.
To unlock phone you will say the 4 digit password.
Changing to Airplane Mode

On the start screen, tap the circled arrow in the upper-right of the screen to display the windows
phone 7 applications
Tap On settings
Tap airplane mode
Connecting to a Wireless Network

> on the start screen, go to settings
> tap Wi-Fi- to connect to a wireless network.
> Flick the toggle switch to ON to turn on the wirelss connections. You may see both secure and unsecured networks
> now tap the network you want to connect to.
> on the next screen, tap the text boxes.
>Then type your User name or Password
> tap Done to finish
Importing contacts from sim to phone:

The first time you access people hub, you will be asked whether you wish to import sim contacts.
>Tap import
>Settings
Under settings you enter how your contacts organized.
>Tap Last name if you want to change either the sorting order or the way name displays or both.
Note
When setting up an email accounts that contains contacts, you have the
option to sync those contacts to your Windows Phone.
To add a new contact:
1. From People hub, tap the plus sign
2. To add information, tap the plus sign for each field that you want to work with.
3. Tap name to begin. A keyboard will appear where you type the information.
4. Tap the account field. A choice of accounts will appear.
5. Tap the account type.
6. then tap the plus sign to add a phone number.
7. Tap the phone number field.
8. A new screen will appear for you to choose the phone type.
9. Continue adding information by choosing the item type you want to add.
10. Tap the type. Pan down to see more choices.
Organizing contacts:
-link contacts that are for the same person(for example a person with a proffesional nam
-link a person's contacts together (ex. Jan Doe and Jane Doe-Peterson).
-Delete old information(for example, delete oudated email accounts.
Under settings you can also add email, contacts and facebook accounts.
Only accounts that maintain and synchronize contact information
are shown in the people hub settings.
To add more types of accounts:
From application list, tap on Settings, and then email & accounts.
to get to the settings for the account, tap the accounts name. This will
access settings such as syncing, download scheduling and service information.
In the syncing menu, you'll decide how frequently you want your to upload and download
messages and status updates.
The default is 30 minutes.
How to add an email account

1. >Under settings, tap on the kind of accoount to add.
2.Using the keypad, type your user name and password.
Tap sign in
How to sync from Windows Phone 7 to outlook.
If you're using Outlook with Exchange, you can get your Exchange-based contacts onto Windows Phone 7 by doing the followi
Note Contacts stored in Exchange will automatically sync to Windows Phone 7 once you add your account to your phone. The
On Start, flick left to the App list, tap Settings, and then tap Email & Accounts.
Tap Add an account, and then tap Outlook.
Enter your email address and password information, and then tap Sign in.
Once you sign in, your Exchange contacts will sync to your phone.
Managing messages(email)
1. Tap to the left of any message in your box.
2. Tap in a check box to select that message
3. Tap the ellipse icon to get more options.
4. Tap mark as read if you want to clear this message from your unread list.
5. Tap the delete icon(trash can) to delete the selected messages
Organizing messages(email)
Open an inbox for you email account, to file your message in a folder, tap the move icon.
Tap the folder that you want to put the message in.
Note: These folders are the folders that are set up in your email account. You cannot make new folders in Windows Phone 7
Setting up Facebook Account:

1. From the Start screen, move ti Application, then Settings.
2. Tap email & account.
3. Tap add account
4. Tap Facebook
5. Tap and hold the Email address box and then type your email address that you use to sign in to Facebook.
6. Type the Password for that account.
7. Tap sign in.
Setting up a Calendar
1. On your PC, view yoour account calendar.
2. On your windows phone 7, move to settings and then tap email & accounts.
3. Tap the account that uses the calendar that you want to view.
4. Specify how frequently you want the account to sync. Tap the boxes and select from the entries listed.
5. Tap Done when you are finished.
Inviting someone to play a game.

From the inside game, select the Multiplayer option. this will take the customer to a screen to invite people by email address or
The invitee who is using window phone 7 phone will receive a notification and can play directly from their handset.
If the customer does not have a windows phone 7, they can play by using a web browser link that will be delivered to their ema
How do i get support for an Application?

Customers can click on the Help link. Support is provided for purchase, fulfillment, and billing only.Support is not provided for a
Customers can locate support for apps via the community forums or from the application publisher(see contact info in App).
e how to add an Exchange-based Outlook account to your phone.
Music + Videos:
To access the Windows® Phone 7 Music + Videos hub, do one of the following:
1. Tap the Music + Videos tile on the start screen
2. Tap Music + Videos in the Apps (Applications) list.

3. When you open the Music + Videos hub, you can access three screens by panning left or right: Zune menu, history, and ne
The Zune menu lets you select from the following features:
 Music
 Video
 Podcasts
 Radio
 Zune Marketplace
Zune Music
Customers who are not signed in to the Zune software are not able to preview or play explicit songs. To access explicit songs,
signed in to an adult account, or have permission from a parent if the account is a child or teen account. For the Zune music pla
the same rules apply.
If customers are not signed in or are signed in with a Windows Live ID that does not have a corresponding Zune account, the c
play explicit songs in any way, not even a 30-second sample.
Music Controls
When you play music, tap the controls to do the following:
Buttons on the outside of the phone
Several buttons are located on the outside of Windows Phone 7. These include the following:
 Power or Sleep
 Volume
 Screen
 Camera
 Back
 Start
 Search
Power or Sleep Button
Briefly press the power button to wake up or start Windows Phone 7. If the phone is active, briefly press the power button to tur
display and lock the phone.
Uses of Volume button
Use the volume buttons to adjust the volume of any Zune product on the phone. This might be a phone call, music audio, radio
progress movie for streaming media. When the audio stream is not active, you can use the volume buttons to change the active
Pressing the volume button also brings up the on-screen player controls.
>If there is an incoming call, press the volume button to silence the ringtone.
> If there is an active audio stream playing, the volume buttons will change the volume level for the active audio stream.
Note: System sound events and effects are exempt from this action.
>When a device is locked, the volume button should still be active and respond when you press it.
>When a user presses and holds the volume button, it will act as a repeating key. To incrementally increase the volume, press
upper side of the volume button. To incrementally decrease the volume, press and hold the lower side of the volume button.
> Press the volume button to change track position, play, or pause. This action displays the same controls that are displayed at
the screen. You can use these controls to move forward through radio stations, songs, albums, videos, and other items.
Screen
The Screen is a touchscreen. The touchscreen is active only when Windows Phone 7 is turned on. The touchscreen is not activ
phone is locked.
Camera
The Windows Phone 7 camera button is dual action and supports full-press and half-press modes. When you use a full press, t
open the camera application. If you use a half-press, the phone enables the auto-focus feature.
Back
Use the Back button to go back inside an application or between applications. You can use the Back button to close an on-scre
menus, and dialog boxes. You can also use the Back button to move to a previous page, to exit a search operation, or to switch
The primary use of the Back button is to move from a current screen to the previous screen.
Note: The Back button will not work as a backspace key to delete text input.
Start
Press the start button to open the start screen from anywhere on the device.
Search
Press the search button to launch the search function. The search function lets you locate content from anywhere on the phone
Video
Music + Videos on Windows Phone 7 lets you select from five kinds of video -- All, TV, Music, Movies, and Personal. The defau
You cannot purchase video on the device. Videos are available for purchase or download only through the Zune software. Vide
purchase from Zune require you to tether your Windows Phone 7 to your computer to install them on the phone.
Types of videos you can play on Windows Phone 7:

>TV
>Movies
You can use the Zune software to load TV videos onto the device.
Touch and hold the video cover art to select from the context menu:
> Pin to the start screen
> Delete the item from the phone
> Play or Pause while the video is playing:
The TV View displays TV listings on the phone.

Tap the series name to see a list of episodes for a series.
Tap play to view the episode.
How to load TV videos onto the device.

Tap the video name to see information about the video.
The following video controls are available:
>Go Back or Rewind

>Go Forward or Fast Forward
Touch and hold a TV video selection to select from the context menu:
>Delete the video from the phone
Zune Movie Videos
To view a movie video, tap play or tap the video name.

Touch and hold a movie selection to select from the context menu:
>Pin the movie video to the start screen
> Delete the movie video from the phone
Video Controls
The video controls display at the bottom of the screen as soon as the video starts. The controls include the following:
Play or Pause
Tap to jump back 30 seconds. Touch and ho
Tap to jump ahead 30 seconds. Touch and h

o fast-forward.
Podcasts
Podcasts are non-streaming audio or video files that you download and store on your computer or Windows Phone 7
You can sync both audio and video podcasts with Windows Phone 7.
Audio Podcasts
Tap the series name to see a list of episodes.
Tap the episode name to view info

Tap play for the episode to listen t
Touch and hold the episode name to select from the context menu:
Mark as played
Delete
Touch and hold the series name to

> Pin to start
> Delete
Video Podcasts
You can download a video podcast to view later on Windows Phone 7.
There are video podcasts available on many topics. You can download these to Window
Tap the series name to see a list of episodes.
Tap the episode name to view information about that episode.

Tap play to view the video podcast.
Tap play to view the video podcast.
Touch and hold the episode name to select from the context menu:
> Mark as played
> Delete
Windows Phone 7 presents video in landscape mode for better vie
Touch and hold the video podcast name or cover art to select from the context menu:
> Pin to start
> Delete
Touch and hold the video podcast episode name to select from the context menu:
> Mark as played
> Delete
Play or Pause
Tap to jump back 30 seconds. Touch and hold
Tap to jump ahead 30 seconds. Touch and hold

The status bar displays at the bottom.
Sharing Music
You can share music from Windows Phone 7 for any specific item, such as songs or albums. You can share directly from Zune
Music. Sharing is performed through a link in a messaging window. The messaging options that are available depend on the nu
set up on Windows Phone 7. You can share a link to a song or an album with a friend using Zune’s social network.
Zune Sharing Music
Locate the artist and the song you want to share.

Touch and hold the song title to open the context menu.
Tap share.
Tap the messaging program that you

Use the on-screen keyboard to enter one or more email addresses.
Attach a photo by tapping the attach(paper clip) icon.
Use the choices in pictures to locate the photo that you want to attach -- all, date, fav
If the photo is in a folder, tap the folder, then tap the photo that you want to attach to
If you change your mind, tap the remove icon to remove the picture from the
Tap the email icon to send the message.
You see a preview of your photo and the message about the music link.
Tap the email icon to add a message, then tap the email icon again to send.
You may see a message that the email could not be sent, and asking whether you wan
Tap the ellipsis icon (three dots) ... on the lower right to delete the message and ca
Tap delete conversation.
Tap delete to confirm the deletion, or change the email address and tap send again.
The Basics of Sync
1.Download and install the Zune software
Download the Zune software 4.7 or a later version must be installed on the computer. You use the Zune software
to manage syncing and some phone settings.
2.Connect the phone to the computer
The next step is to connect the phone to the computer. The preferred and most frequently used connection metho
The other option is to connect over the customer’s home wireless network. Performing a wireless sync, although c
than using a USB connection.
3. Configure sync options
Media is synced between the phone and the computer based on the sync options that are configured in the Zune
What kinds of media can be synced?

> Music
>Videos
> Pictures
> Podcasts
Connecting the phone to the computer

Connection methods
>USB connection
To sync media over a USB connection, the phone must be connected to a USB port on the computer by using a US
Zune software.
>wireless connection
To sync media over a wireless connection, the phone and the computer must be connected to the same home wirel
detected by the Zune software.
How to determine whether the phone is connected to the computer and detected by the Zune software
Or
Sync Options
The Zune software lets customers control what they want to sync between the phone and the computer based on th
Customers can automatically sync all media in their collection or only items that they choose. Or, they can manually
How to Configure what media is synced and how

Click Settings, click Phone, and then in the left navigation pane, click Sync Options. Select the sync options that you
Graphic 14: The Sync Options page
A closer
All: This option automatically syncs all media in the collection with the phone.
Items I choose: This option automatically syncs only the media items that the customer selects. The customer drag
For example, if the customer deletes an item in the collection, the item is automatically deleted from the phone and
Manual: With this option, changes are not automatically synced between the phone and the computer. Customers m
individual items from the phone and from the collection. For example, if a customer deletes an item from their collec
phone. To remove the item from the phone, the customer must manually delete it.
Other settings
Other settings that customers can configure on the Sync Options page include the following:
> Don't sync songs rated : If a customer gives this rating to an item, the item will not be synced to the phone.
> Erase All Content: This setting removes all the synced media from the phone. It does not affect the phone’s cam
> Forget This Phone: This clears all settings and history for the phone. This does not delete media. If the phone is
of Box Experience (OOBE) process starts.
Automatically sync media

If a customer selects the All sync option, the phone is kept in sync with all content on the computer. If the customer
option, the phone is kept in sync with only the items that the customer selects.
Manually sync media

The Manual sync option offers two ways for customers to manually sync media between the phone and the compute
>Drag media items from the source to the destination in the Zune software.
> Right-click media items, and then use the menu command.
Manually sync from the computer to the phone

To manually sync from the computer to the phone by dragging media items, follow these steps:
1. In the Zune software, click Collection.
2. Click a media type – either Music, Videos, Pictures, or Podcasts.
3. Select an item.
4. Drag the item to the phone icon.
OR
To manually sync fr
by right-clicking me
1. In the Zune softwa
2. Click a media type
3. Right-click the item
Manually sync from the phone to the computer
Manually syncing media content from the phone to the computer is also known as “reverse sync”.
Drag media items
1. In the Zune softw

2. Click a media typ
3. Select an item.
4. Drag the item to
OR
Right-click media items

To manually sync from the phone to the computer by right-clicking media items, follow these steps:
1. In the Zune softw

2. Click a media type
3. Right-click the item
collection.
Note: If the customer

the item
Sync status
Find out what synced during a sync session
Customers can use the Summary page to find out what happened during every automatic or manual sync session.
Information on this page includes the following:

 Link to Windows Phone services
 Sync status states
 Time of last sync
 Percentage completion of current sync (if a sync is in progress)
 Errors (if any) that occurred during sync
 Total used space and total free space
What sync looks like on the phone
A connection is successfully The sync process has started, The sy

established between the and content is syncing between
phone and the Zune software the phone and the computer.
on the computer.
Note To dismiss any of these screens, exit the Zune software on the computer, or disconnect the phone from the co
Wireless sync
The Zune software offers customers the freedom and convenience to sync their media over a home wireless networ
 The phone must be connected to the same home wireless network as the computer.
 The home computer must be on and must have the Zune software installed on it.
Important: Wireless sync of the customer’s media collection on the computer can be performed only through the cus
Set up wireless sync

1. Connect the phone to the computer by using a USB cable.
2. In the Zune software, click Settings, and then click Phone.
3. In the left navigation pane, click Wireless Sync.
4. Click Set Up Wireless Sync. The Zune software searches for available wireless networks.
When you see the network to connect to, click Next.
5. Click Done.
sync with the phone. Any changes that the customer makes to the media collection are reflected on the phone.
items that were deleted from the computer on the phone, the customer should use the Manual option.
ures, or Podcasts.
PhoneName.
ictures, or Podcasts.
tures, or Podcasts.
y collection. This copies the item to the
ollowing requirements must be met:
work. This feature cannot be used to sync content in the media collection over a mobile operator’s wireless network.
omer makes to the media collection are reflected on the phone.
he phone, the customer should use the Manual option.
t in the media collection over a mobile operator’s wireless network.
Zune Software
How to access and install the free Zune software on your PC
Windows Phone 7 is not only a phone. It is also a Zune-based media player that lets you sync music from your computer, strea
play music on your phone. Best of all, with the Windows Phone 7 built-in speakers, your friends can hear what you hear.
Step 1: Start the download process at Zune.net
Signing up and downloading the Zune software is a free, easy process for customers. Everything that you have to know is loca
http://zune.net/download to start the process. Then, select Signup and download now.
Step 2: Sign up by using your Windows Live ID
The next screen that you see is the Sign Up page. If you already have a WLID you can enter that email address. If you do not h
Windows Live ID link, and then create your own.
> Follow the prompts, and then type your information to create a Zune account.
> Next, read and accept the Zune Terms of Service.
>Finally, create a Zune Tag and populate your profile in the Zune Social, a social network designed to connect and share musi
Important note about Windows Live IDs:
If customers have already set up a WLID for their phone, they should be encouraged to use the same one when they create the
a Zune Pass.
Step 3: Download Now

Go back to the zune.net/download page, and then click Download now to start the software download process. Make sure that
software that is right for your computer.
If customers are not sure what version of the operating system they have installed on their computer, they can click the link for
Step 4: Download file, and follow screen prompts

Click Run, and then follow the screen prompts for the Zune software installation process.
Navigating the Zune software on your PC

Sign in area functions
Customers can use the Sign In link to sign in to their Zune account. From this window, customers can either sign in to their Zun
By right-clicking on this link before they sign in, the following menu items are available:
>Sign in
> Switch user
After customers are signed in to their account, the Sign In section is replaced by the customer’s Zune tag. .To sign out, custom
then select Sign out. When you right-click this area after you are signed in, you can see the following menu items:
> View profile

> Account settings
>Sign out
> Switch user
Graphic: 9. Here is the shortcut menu that appears when you right-click the Zune tag area of the Zune software.
Customer notifications
These notifications are dynamic, and they update automatically as appropriate.
Sign in: If customers are NOTsigned in, the notification will say “Sign In” as it does in the screen shot here. The Zune tag and
Inbox. This tells customer if they have any messages from friends in the Inbox. In this screen shot, there is one message for S
Song credits. The number for credits tells customers how many Song credits they have left in their account. Each month, a cus
download a different number of songs to keep. This number will vary by region and country. Customers can hover over this not
credits will appear.
Total Number of Plays. The total number of music tracks played is displayed. In the screen shot here, Smart Students has pla
Items in the Cart. This notifies the customer if there are items in the Cart. Items are added to the Cart if they are purchased an
phone or computer through the Zune software.
Detection of devices and peripherals

The Device or Phone navigation link will display only when a device (mp3 player or phone) is attached. The Disc option will app
in the PC’s CD/DVD drive.
there is a CD/DVD disc detected in the PC’s CD/DVD drive.
There is also an icon on the lower-left corner of the screen that will show the connection or “sync” of the phone to the software.
in, it is detected. The Phone menu item also appears in the main menu bar.
In this screen shot, the phone is detected by the software.

When the icon is just an outline, the phone is not detected by the software. The Windows Phone has to
be tethered, connected by USB cable, and detected by the software for content to be synced between
them.
Multiple devices that are associated with or connected to the

Zune software on the PC
If a customer has multiple Zune devices or phones that are associated with or connected to the Zune
software on their computer, they can easily switch between devices by positioning their pointer over
the device icon and then selecting the appropriate device from the device pop-up menu. After a
customer selects a new device, the selected device becomes the default device.
Note: If only one device is associated with or connected to the Zune software, the device pop-up menu
will not appear.
To sync content with a device, customers can drag items from their collection to the default device or to
any other device that is displayed on the device pop-up menu.
Collection filters on the Zune software
Customers can filter their content through a set of options in a drop-down box at the top of the Music
Collection views (Collection > Music > Artists, Genres, Albums, and Songs).
The four filters are:
>All content
>DRM-Free Content
>Protected Content
>Zune Pass Content
Accessing Zune Marketplace and account management tools
What is a Zune account, and how does it differ from a Windows Phone 7 account?
A Zune account is the account that you set up when you download the Zune software and accept Terms of Service. The Windo
set up with your phone service. Both accounts are associated with an email address.
How to create a Zune account
There are two options for creating a Zune account:

Option 1
> Start the Zune software.
> In the upper-right part of the window, click Sign In.
> In the bottom of the Sign In box, click Create New Account.
> Follow the instructions to complete the account setup.
Option 2
> Open a Web browser, and then visit the following Zune website: http://www.zune.net
> In the upper-right part of the page, click Sign In.
> Click Sign Up.
> Follow the instructions to complete the account setup.
What is a Zune tag?

A Zune tag is the unique name that represents you in the Zune online community. You create a Zune tag when you create you
related to your activity are linked to your Zune tag. These items include the following:
> Badges
> Playcounts
> Top artists
How to update devices that are associated with your Zune Pass
To change the devices that are associated with your Zune account, follow these steps:
1. Open the Zune software.
2. If you are not signed in, click Sign In, and then sign in by using your WLID.
3. Click Settings, click Accounts, and then click Computers and Devices.
4. Locate the device that you want to remove, and then click Remove.
5. Click Apply, and then click OK.
You should now be able to associate a new device with your Zune Pass. You should also be able to sync content to that device
Note: You may remove only one device and one computer from your Zune Pass account every 30 days.
How to manage Zune account credentials

Your Zune account is tied to your WLID. Make sure that you keep track of which one that you have associated to your Zune ac
you have forgotten your password or if you know your password and want to change it,
If you have forgotten your WLID password, follow these steps to reset the password:
1. Visit the following Web page—http://account.live.com—and then click Forgot your password?
Note: To access the Forgot your password? option, you may have to either select, or move the pointer over, the appropriate W
password.
Graphic: 31. Link to changing your password.
2. Type your WLID, type the characters that appear in the Picture box, and then click Continue.
3. On the Reset your password page, select the method by which you want to reset your password. Then, follow the steps to co
4. You have successfully reset your password when you receive the following message: “You Have changed your password.”
5. Click Done to continue.
If you know your password but you want to change it, follow these steps:
1. Visit the following web page— http://account.live.com —and then click Forgot your password?
2. Sign in by using your WLID and password.
3. Next to Password on the Account page, click Change.
4. In the corresponding boxes, type the following information, and then click Save.
a. Old password
b. New password
c. New password again
Important If you selected the check box next to Save my Password when you signed in to the service, and if you then change y
clear the check box next to Save my Password. Then, try to sign in.
Parental Control of TV and video content

The parental control of TV and video content that is available now in the Zune software is very simple. It either lets explicit cont
updated software will add controls for movie and TV content that use the rating systems in each customer’s country.
To access the Family Settings from the Settings Accounts area of the Zune Software client by going to Privacy Settin
Note: Customers in each country will see a different set of options that match the ratings system available.
Purchasing or renting movies for Windows Phone 7
Customers can rent or purchase movies for their Windows Phone by using the Zune software. Here are some important points
purchase experience for Windows Phone 7:
>Movies for purchase or rental can only be downloaded to a computer that has the Zune software installed. It cannot be downlo
> Many movie rentals and purchases are available in both standard (SD) and high definition (HD), but only the SD version of vi
Phones.
> Movie content available for rental or purchase from Zune Marketplace will vary by region or country.
>For movie rentals, when customers select a device or phone in the Choose your experience screen, the movie will only play o
Out of Space Notification
If you try to sync more content than you have space for on Windows Phone 7, you may see a Not Enough Space message. Op
then locate EDIT SYNC GROUPS to view the following information:
The total size of content that you are trying to sync.
The total space that is available on the device.
An option to select which content to remove and then continue to sync.
Cannot Connect to Zune Marketplace Right Now
You may see a message that states a connection to Zune Marketplace cannot be made right now. You can try several things to
Check your data connection
Wait awhile and try again
Turn the phone off, then turn the phone back on, and try to connect
Cannot download or stream with Zune Pass

The first thing that you should check is your connection to a Wi-Fi or cellular network.
Make sure that you have network connectivity on Windows Phone 7.
Validate that your Zune Pass account is active by checking account settings in your Zune computer software.
Make sure that your phone is a registered device for Zune Pass. To do this, open your Zune software, click Settings, click Acco
Validate that the same Windows Live ID is being used on the phone as the one used for the Zune Pass. If the phone is using a
other Windows Live ID to connect.
Try to download and sync Zune Marketplace music from your computer to the phone.
Zune Marketplace Downloads Fail, Date and Time Error

The date and time on the phone have to be fairly accurate to download content from Zune Marketplace.
To check date and time, follow these steps:
1. On the Apps screen, tap Settings.
2. Tap date & time.
3. Slide the auto setting to off.
4. Look at the fields that display time, date, and time zone and make any necessary adjustments.
5. Slide the auto setting back to on, and then return to Zune Marketplace.
Licenses
Refresh
The licenses for music tracks that you obtain with a Zune Pass must be refreshed every 30 days. This happens automatically o
Marketplace account, or you can refresh the licenses automatically when you connect the phone to the Zune computer softwar
be able to play those tracks and will receive an error message that the item or rights have expired. This also happens if you can
License Count
You can use a Zune Pass on no more than three (3) devices. If you try to use your Zune Pass on too many devices, you will se
You can manage the devices connected to your Zune account on the Zune computer software. To do this, click Settings, click A
USB connectivity issues

To sync Windows Phone 7 with the Zune software over a USB connection, the following conditions must be met:
> The phone is connected to the computer through a USB cable.
> Zune software 4.7 or a later version is installed on the computer.
> The phone is detected by the Zune software.
Troubleshoot USB connectivity
If the Zune software behaves as if the phone is not connected even though the customer says that the phone is connected, use
troubleshooting methods to resolve the issue.
Update the Zune software
To update the Zune software, follow these steps:
1. Disconnect the phone from the computer.
2. In the Zune software, click Settings, click Software, click General, and then click Check for Updates.
3. Reconnect the phone to the computer.
Restart the phone
To restart the phone, press and hold the power button until “Goodbye” appears. If the phone does not power off normally, remo
the power button to turn the phone on again.
Restart the computer
Disconnect the phone from the computer, exit all running programs, and then restart the computer. When the computer is resta
Use another USB port
Connect the phone to a different USB port on the computer. Use a USB port on the back of the computer. Do not use a USB hu
Investigate driver issues in Windows Device Manager
Use Windows Device Manager to investigate driver-related issues.
Important Sometimes the driver for the phone does not update as part of the Zune software installation. In these scenarios, the
To do this, follow these steps:
1. On the computer, click Start, right-click Computer, and then click Properties.
2. Click Device Manager.
3. In the Device Manager list, right-click Computer, and then click Scan for hardware changes.
4. In the list, expand Portable Devices. The phone should be listed here
If the phone is installed correctly, it is displayed as follows:
Note The exact name of the entry for the phone will vary depending o
If the phone is installed incorrectly, you may see one of the following
> The phone entry is displayed together with a black exclamation ma
background .
> The phone entry is listed under Other devices as “USB Device”.
5. Double-click the phone entry, and then click the Driver tab.
Note the version that is listed next to Driver Version.
The current version of the driver that is installed should be 4.7.00
version.
Update the device driver

If Windows Device Manager indicates a device-related issue or if the version of the driver that is installed is not the current vers
these steps:
1. In Device Manager, right-click the phone or right-click USB Device, and then click Properties.
2. Click the Driver tab, and then click Uninstall.
3. If the Delete the driver software for this device check box is displayed, click to select it, and then click OK.
4. Right-click Computer, and then click Scan for hardware changes.
5. Right-click the phone entry, and then click Properties. Click the Driver tab, and then click Update Driver.
6. Click Browse my computer for driver software.
7. Click Browse, locate the Program Files\Zune\Drivers folder, and then click OK.
8. Click Next. Then, if prompted, click Install.
9. After the driver installation is complete, click Close two times.
Install the latest Windows service pack

Customers will achieve better reliability in various scenarios by installing the latest service pack that is available for the operatin
Sync errors
Troubleshooting problems that occur during sync involve many of the same methods that you use when you troubleshoot USB
issues, with the addition of some specific steps.
Investigate specific file sync errors

When files are not synced to the phone, the files are listed under the Not Added section of the Summary page.
Try to play the content from the Zune software first
To do this, follow these steps:
1. Start the Zune software.
2. Click Collection, and then locate the content that you want to sync to the phone.
3. Play the content to make sure that there are no problems with the content or with the rights to it (if the content is from Zune M
Be patient
If this is the first time that the customer synced their phone, it may take some time to completely sync the contents of their med
more of the following conditions are true:
> There is a large amount of Zune Marketplace content.
> The customer is syncing content that requires conversion.
During this time, the progress bar may stop responding or may stay at 0 percent for a long time.
Restart the phone
To restart the phone, press and hold the power button until “Goodbye” appears. If the phone does not power off normally, remo
the power button to turn the phone on again.
Restart the computer
Disconnect the phone from the computer, exit all running programs, and then restart the computer. When the computer is resta
Use another USB port
Connect the phone to a different USB port on the computer. Use a USB port on the back of the computer. Do not use a USB hu
Install the latest Windows service pack
Customers will achieve better reliability in various scenarios by installing the latest service pack that is available for the operatin
Wireless sync issues
If the phone does not initiate a wireless sync with the computer or if an error code is returned, try one or more of the following t
 Restart the phone and the computer.
 Make sure that the computer is turned on and that the Zune software is running.
 Verify that the computer and the phone are connected to the same home wireless network.
 Install the latest Windows service pack on the computer.
 Make sure that the firewall on the computer is configured to allow Network Discovery and Wireless Portable Devices through
AT&T
SGH-A107 SGH-A817
SGH-A117 SGH-A827 : ACCESS
SGH-A127 SGH-A837 : RUGBY
SGH-A137 SGH-A847 : RUGBY II
SGH-A167 SGH-A867 : ETERNITY
SGH-A177 SGH-A877 : IMPRESSION
SGH-A187 SGH-A887 : SOLSTICE
SGH-A227 SGH-A897 : MYTHIC
SGH-A237 SGH-A927
SGH-A257 : MAGNET SGH-C417
SGH-A437 SGH-D307 : TRANSFORMER
SGH-A517 SGH-I607 : BLACKJACK I
SGH-A597 : ETERNITY II SGH-I617 : BLACKJACK II
SGH-A637 SGH-I627 : PROPEL PRO
SGH-A657 SGH-I637 : JACK
SGH-A667 : EVERGREEN SGH-I897 : CAPTIVATE
SGH-A687 : STRIVE SGH-I907 : EPIX
SGH-A697 : SUNBURST SGH-I917 : FOCUS
SGH-A707 : SYNC SGH-I987
SGH-A717
SGH-A727
SGH-A737
SGH-A747 : SLIM
SGH-A767 : PROPEL
SGH-A797 : FLIGHT
SGH-A927 : FLIGHT II
VERIZON
SCH-A645 SCH-U640 : CONVOY

SCH-U310 : KNACK SCH-U650 : SWAY
SCH-U320 : HAVEN SCH-U700
SCH-U340 SCH-U740
SCH-U350 : SMOOTH SCH-U750 : ALIAS II
SCH-U360 : GUSTO SCH-U810 : RENOWN
SCH-U410 SCH-U820 : REALITY
SCH-U420 SCH-U900 : FLIPSHOT
SCH-U430 SCH-U940
SCH-U440 SCH-U960 : ROGUE
SCH-U450 : INTENSITY SCH-I100
SCH-U460 : INTENSITY II SCH-I400 : CONTINUUM
SCH-U490 : TRANCE SCH-I500 : FASCINATE
SCH-U540 SCH-I770 : SAGA
SCH-U550 SCH-I910 : OMNIA
SCH-U620 SCH-I920 : OMNIA II
METRO PCS US CELLULAR
SCH-R100 : STUNT SCH-R850 : CALIBER

SCH R210 : SPECS SCH-R210 : SPEX
SCH-R250 : CONTOUR SCH-U440 : GLOSS
SCH-R300 SCH-R470 : TWO STEP
SCH R310 : BY LINE SCH R311 : AXEL
SCH-R350 : FREEFORM SCH-R520 : TRILL
SCH-R400 SCH-R800 : DELVE
SCH-R410 SCH-R880 : ACCLAIM
SCH R420 : TINT SCH-R330 : STRIDE
SCH-R430 SCH-R400
SCH-R450 : MESSAGER SCH-R500
SCH-R560 : MESSENGER 2 SCH-R520
SCH-R570 : MESSAGER III SCH-R580 : PROFILE
SCH-R810 : FINESSE SCH-R610
SCH-R860 : CALIBER SCH-R630 : MESSAGER
SCH-R900 : CRAFT SCH-R700
SCH-I220 : CODE SCH-R800
HELIO GREAT CALL
SPH-A303 : HEAT SPH-A110 : JITTERBUG ONE TOUCH

SPH-A503 : DRIFT SPH-A120 : JITTERBUG DIAL
SPH-A513 : FIN SPH-A310 : JITTERBUG RED
SPH-A523 : MYSTO
GENERIC PHONES
SGH-T469 : STRIKE
OTHER SP
SPH-M310 : SLASH
SGH-D900 : BLACK CARBON
SGH-E316 : SLIDE
SGH-A226 : DOBIE
SCH-R350 : FREEFORM
SCH-R600 : ADORN
VIRGIN MOBILE CLEARWIRE
POCKET PC
SPH-M340 : MANTRA SDW-M100 :
SPH-M310 : SLASH
SCS-26UC4 : VERIZON NETWORK EXTENDER
SCS-26UC : SPRINT AIRAIVE

WIMAX DEVICE
SWC-E100 : XOHM
TMOBILE
SGH-T109 SGH-T719
SGH-T119 SGH-T509
SGH-T139 SGH-T519
SGH-T209 SGH-T539 : BEAT
SGH-T219 : STRIPE SGH-T559 : COMEBACK
SGH-T309 SGH-T609
SGH-T319 SGH-T619
SGH-T329 SGH-T629
SGH-T409 : HOTSPOT SGH-T639
SGH-T429 SGH-T659
SGH-T439 SGH-T669
SGH-T459 : GRAVITY SGH-T709
SGH-T469 : GRAVITY II SGH-T719
SGH-T479 SGH-T729 : BLAST
SGH-T509 SGH-T739 : KATALYST
SGH-T519 SGH-T749 : HIGHLIGHT
SGH-T539 : BEAT SGH-T809
SGH-T559 : COMEBACK SGH-T819 : CHIC
SGH-T609 SGH-T849
SGH-T619 SGH-T919 : BEHOLD
SGH-T629 SGH-T929 : MEMOIR
SGH-T639 SGH-T939 : BEHOLD II
SGH-T659 SGH-T959 : VIBRANT
SGH-T669
SGH-T709
SPRINT
SPH-A420 SPH-M900 : MOMENT
SPH-A640 SPH-M910 : INTERCEPT
SPH-M220 SPH-M920 : TRANSFORM
SPH-M300 SPH-I350 : INTREPID
SPH-M320 SPH-D700 : EPIC 4G
SPH-M500 SPH-M350 : SEEK
SPH-M510 SPH-M570 : RESTORE
SPH-M520
SPH-M540 : RANT
SPH-M550 : EXCLAIM
SPH-M560 : RECLAIM
SPH-M610
SPH-M620
SPH-M630 : HIGHNOTE
SPH-M800 : INSTINCT
SPH-M810 : INSTINCT S30
SPH-M850 : INSTINCT HD
CRICKET
SCH-A870 : SIREN
SCH-R500 : TINT
SCH-R351 : FREEFORM SCH-R550 : JETSET
SCH-I500 : MESMERIZE SCH-R460 : MYSHOT 2
SCH-I220 : CODE SCH-R430 : MYSHOT
SCH-I225 : EXEC SCH-R560 : MESSAGER 2
SCH-R450 : MESSAGER
SCH-R211
SCH-R100 : STUNT
SCH-R610
SCH-R631
SCH-R710
SCH-U340
ALLTEL
SCH-R430 : MY SHOT
G ONE TOUCH SCH-R500 : HUE
SCH-U706 : MUSE
SCH-R510 : WAFER
SCH-U350 : GLINT
SCH-R351 : FREEFORM
SCH-R800 : DELVE
SCH-R600 : HUE 2
MONDI
SAVING CREDIT CARD INFORMATION
1. Select drop down menu and choose customers credit card type.
2. Type in credit card number.

3. Input expiry date ( month and year)
4. Check total charge amount.
5.Then save all the information by clicking on the floppy disc icon.
Note: DO NOT PRESS CC HOLD
6. Confirmation pop up will appear that credit card info has been saved.
7. Press UPS PROCESS ,verify ship to address and verify e-mail address.
8. Input manually verification number of credit card.

9. Then click on NEW LABEL to send e-label.
10. Make sure that credit card info was processed correctly by checking inquiry field.
It should have this information:
NOTE:
If BP’s credit card billing address is different from the ship to address that Bp gave, choose “ bill to party
and manually input the billing address then hit save button.
COMPLETING A CREDIT CARD CHARGE IN SAP

When do we need to get payments (credit card information) from customer?
If there's a physical damage on the phone

If the phone is out of warranty
After saving the RMA ticket, click DETAIL tab, click PENCIL icon and get the credit card info from the customer
Credit card info from the customer:
Card verification number

Credit card number
Billing Address
Card Holder
Expiration Date
Email address
SAVE by clicking on the diskette icon on the detail tab on each credit card info obtained from the customer
If the address of the customer and the billing address of the customer on the credit card are different select "BILL T
Click the DISKETTE ICON on the upper right portion of the tab
After saving the information it doesn't mean that it has been processed.
Click on UPS PROCESS to go to UPS PROCESS TAB.
Reenter the card verification number and click NEW LABEL
Select YES on the following questions
Click "x" to close the TAB
Click on "inquiry field" to check if the charge was processed
********************************************************
PROCESSING CREDIT CARD PAYMENTS FOR PRODUCTS ALREADY IN THE REPAIR CENTER
Manual Request Checklist

(The service center has found out that there will be additional charges on the phone)
(Service center will contact the customer and inform of the additional charge)
After the BP calls back for the additional payments it's the time that the additional charge together with the initial pa
Open the ticket, "ON HOLD BY PRICE" on "Pending Reason"
Click DETAIL TAB and CLICK EDIT BUTTON
Get the CARD VERIFICATION NUMBER
CLICK SAVE
CLICK "CC HOLD"
Check on the "INQUIRY FIELD" to check that the payment went through.
*Create a BP profile if caller does not have one yet
*Make sure all necessary data are complete
Best contact number and alternate number.

Full physical address where the manual will be sent to.
*Get the ESN/IMEI of the device which the manual is for.
*Verify the model is correct.
*From the Symptom dropdown boxes, select the

appropriate symptom code and make sure the last
box corresponds to the model of the phone.
*Change the Employee Responsible number to the correct

one depending on the manual being requested.
Print and Braille (for AT&T &
T-Mobile)
6100004963 for Sprint
*Verify the shipping address once more and save the ticket.
PROCESSING CC FOR GALAXY S PHONE

When you complete a 2-day label for a Galaxy S handset correctly, you prevent multiple shipments and free-of-cha
This can save your customer a great deal of work in re-shipping and calling back, and can make their experience a
Completing a charge correctly requires three procedures in SAP:
 Saving the credit card information
 Completing shipping information
 Verifying the charge
CAUTION: A CIC credit card hold immediately deducts the money from the customer’s account.
BEFORE taking any credit card information, verify that the customer is willing to pay the total amount immediately.
Cancelling the order does not cancel the charge. Transfer customers to ECR when they request a charge cancella
Purpose: To ensure that SAP saves the customer’s credit card information, so that the charge completes processin
Completing Shipping Information
Purpose: To ensure that SAP completes the credit card transaction and creates the shipping label, which t
Verifying the Charge
Purpose: To verify that the charge processed.
e, choose “ bill to party”
nfo from the customer
om the customer
re different select "BILL TO PARTY" if not don't do anything.

together with the initial payment will be processed.
shipments and free-of-charge repairs. and can make their experience a positive one.
n make their experience a positive one
otal amount immediately. The customer’s bank account will immediately display the pending charge.
equest a charge cancellation or refund.
arge completes processing for the repair.

shipping label, which then starts the repair process for the phone.
IF CUSTOMERS BILLING ADDRESS ( where credit card bills are sent ) AND
SHIPPING ADDRESS IS DIFFERENT YOU WILL RECEIVE AN ERROR MESSAGE
"REJECT TAVS" , " AREA CODE INCORRECT"
DO THE FOLLOWING:
1. ON ALTERNATE SHIPPING ADD TAB, CLICK ON DROPDOWN BOX AND CHOOSE "BILL TO
PARTY"
2. ENTER CUSTOMERS BILLING ADDRESS AND SAVE ADDRESS BY CLICKING ON FLOPPY

DISC ICON NEXT TO ADD. THEN SAVE TRANSACTION.
NOTE: This is needed to complete Credit Card Process, once CC I processed you can always
switch back the SHIPPING ADDRESS on the customers profile.
3. GO BACK TO UPS PROCESS AND RE-ENTER CARD VERIFICATION NUMBER AND SEND A
'NEW LABEL".
4. IF CUSTOMER HAS THE SAME SHIPPING AND BILLING ADDRESS CHOOSE DROPDOWN
"DELIVER .ADD"
If handset is already with RSI and customer received an e-mail for

additional charges , agent should need to reprocess the Credit card by
by doing the following steps.
1. Check contact history and check "Total amount" for amount changes.
2. Ask the customer for the security code( card verification number). Save the transaction and
3. Enter card verification number again and then click on “ CC HOLD”.
4. Save the transaction again.

“ bill to party”
select "BILL TO PARTY" if not don't do anything.

th the initial payment will be processed.
nd free-of-charge repairs. and can make their experience a positive one.
r experience a positive one
immediately. The customer’s bank account will immediately display the pending charge.
arge cancellation or refund.
etes processing for the repair.

abel, which then starts the repair process for the phone.
t card by
Save the transaction and click on edit icon again.
To format a memory card, using a PC, follow the steps below:
1. Make sure both the PC and monitor are turned on

2. Right click the mouse on Start
3. Left click the mouse on Explore
4. Insert the memory card into the memory card adaptor
5. Insert the memory card adaptor into the memory card reader
6. Connect the memory card reader to the PC’s USB port
7. You will see a new Removable Disk drive appear, this would be the memory card
8. Right click the mouse on the new Removable Disk drive
9. Left click the mouse on Format
10. Left click the mouse on Start
11. Left click OK to start formatting the memory card
TO TRANSFER MP3 FILES FROM PC TO MICRO SD OR MEMORY CARD:
1.Insert the microSD™ memory card into the microSD™ memory

card adapter, if necessary
2.Insert the microSD™ memory card or microSD™ memory card adapter
into an SD card reader. Card readers may vary. Follow the installation
instructions included with your card reader.
3.Open the My Computer folder and double click the icon for the microSD™ memory
card reader drive to open that folder.
4.Create a folder called "My Music" inside the MicroSD™ memory card folder and
drag or download music files into that folder. Handset will play mp3,
aac or aac+ file types.
5.Remove the microSD™ memory card from the microSD™ memory card read
TO TRANSFER MP3 FILES FROM PC TO THE PHONE VIA USB CABLE:
1. try to connect the phone to the PC

2. (check if the USB drivers are updated) and if the PC can recognize the phone
3. if cannot recognize and the USB are not updated, update the USB drivers of the PC
4. for the agent, go to your navigation model portal
5. click on HANDSET, click on L1 TROUBLESHOOTING, then click to update USB drivers.
6. open the phone explorer or transfer files.
7. open the folders of the PC and the also the phone to get the desired file transfer.
8. drag the files from the PC icon to the phone icon of the desired files.
Transfer files from the Phone to the PC (PC Studio 3.0):
*download the PC studio from the Samsung website, in the download

center (samsung.com).
*launch PC studio 3.0 (version3.0.1), you will see "not connected" in the
bottom right corner.
*plug the USB cable into both the handset & the PC, you will see "(model of
the phone)" in the bottom right corner.
*click on "Transfer Files", you will now see the PC Studio Explorer appear.
*navigate to the location of the file(s) to transfer then highlight the desired
file(s).
*click on to phone, on the Phone Explorer menu bar (see the diagram above)
to copy the handset.
*from the Search Folder screen, navigate to the desired destination on the
handset.
*click OK to copy the selected file to the handset's memory.
Level 1
Accessory
Accessory
Accessory
Accessory
Accessory
Accessory
Accessory
Accessory
Accessory
Accessory
Accessory
Accessory
Accessory
Accessory
Accessory
Accessory
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Android
Android
Android
Android
Android
Android
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Android
Android
Android
Android
Android
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Android
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Battery Cover
Battery Cover
Battery Cover
Battery Cover
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Battery Cover
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Health and Property Concerns
Manual Request
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Special Projects
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Level 2
Additional Accessories
Battery Issues
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No Selectable Code
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Level 3
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Speakers Inquiry
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Battery Contacts Dirty
Battery Icon Does Not Display
Battery Low Stand By Time
Battery Physical Damage
Battery Swelling
Battery Will Not Charge
3rd Party BT Accessory
Audio Issues
Button Failure
Compatibility Questions
Earbud Assembly Failure
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Installation With Voice Dial
LCD Issues
LED Not Working
Mfg. Vehicle Car Kit Compatibiliy Inquiry
Physical Damage
Poor Signal Reception
Replacement Parts
Will Not Bond/Pair
3rd Party Leather Case
Leather Case Causes Disscoloration Of Handset
Leather Case Does Not Hold Phone
Leather Case Interferes With Operation
Quick Release Not Working/Loose
Spring Weak/Missing
Stiching Coming Apart
Will Not Swivel
Will Not Stay Closed
3rd Party Charger
Blinking Lights
Charger Does Not Display Charging Indicator
Charging Time Inquiry
Physical Damage
Retaining Clips Won't Hold
Voltage Input/Output Questions
Will Not Charge
Wrong Charger Part Number
Button Stuck
Cable Damaged
Cannot Delete from Card
Cannot Format Card
Cannot Read/Write From Card
Card Stuck
Contacts Dirty
Driver Installation Issue
Lock Switch Damaged
Memory Capacity Inquiry
Physical Damage
3rd Party HFCK/HFHS
Blinking/Solid Lights
Button Failure
Cradle W/O Kit Request
Cradle Will Not Hold Phone
External Antenna Inquiry
Installation Manual Request
Issues With Voice Dial
No Lights
No Receive/Transmit Audio
Physical Damage
Poor Receive/Transmit Audio
Will Not Calibrate
Will Not Charge Phone
Will Not Enter Hands Free Mode
Wrong Part Number
Online Service Request
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Application Error
Application Freezing
Compatibility Issue
Download Error
Flash Support
Installation Error
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Pre-Installed Application Missing
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Unsupported File Format
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Download Error
Incorrect APN
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Network Attach
Network Issue
Proxy Issue
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Server Error
Speed
Unable to Connect
Application Conflict
Bluetooth Sync Setup
Calendar Data Issue
Contacts Data Issue
Domain Issue
Infrared Sync Setup
PIM Application Error
PIM Database Issue
Security Application Conflict
Server Error
Sync Application Error
Sync Bookmarks
Sync Media
Task Data Issue
USB Sync Setup
Unable to Transfer Files
Application Usability
Billing Issue
Connection Issue
Content Storage
Downloading Issues
Error Message
Quality
Removing Content
Rental License
No Selectable Code
Boot Failure
Firmware Upgrade Issue
Operating System Issue
Security Codes
Software Upgrade Issue
Game Failure
Movie Failure
Buddies Now Will Not Update
Daily Briefing Will Not Update
SNS Connectivity Issues
Unable to Sign Into Facebook
Unable to Sign Into MySpace
Unable to Sign Into Twitter
Unable to Sync Calendars
Unable to Sync Contacts
SGH-A837 (Passion Wine Red)
SGH-I617 (Ocean Blue)
SGH-A237 (Red)
SGH-A707 (Dark Gray)
SGH-A767 (Green Black)
SGH-A877 (Crystal Blue)
SGH-A137 (Indigo Blue)
SGH-A237 (Light Blue)
SGH-A237 (Mirror Black)
SGH-A737 (Slate)
SGH-A737 (Yellow Green)
SGH-A767 (Blue Black)
SGH-A837 (Deep Blk)
SGH-A837 (Passion Deep Black)
SGH-A837 (Wine Red)
SGH-A867 (Black Eternity)
SGH-I617 (Roman Pink)
SCH-R430 (Black)
SCH-R430 (Blue Silver)
SGH-T239 (Wine Red)
SGH-T819 (Coffee Brown)
SGH-T919 (Coffee Brown)
SGH-T919 (Pink)
--------------------------------
Dealer Locator
Canada Handsets
NON-US Handsets
Non-Samsung Product
Pre-Production Handsets/Accessories
Referal to Other Samsung Department
Accessibility Questions&Concerns
Handset Purchase/ Market Samples Request
Pre Sales
Product Registration Issues
Product Specifications
Referred to Service Provider
Replacement Manual Request
SAR Information
Product Specifications
Authorized Service Center Request
Failure Code Description
RA Web Portal Issues
RMA Status
Repair Costs O.W.
Repair Procedure Information
Shipping & Handling Issues
Battery Burned Body
Battery Burned Property
Battery Caught Fire
Battery Exploded
Battery Gets Hot
Battery Imploded
Battery Leaking
Battery Melted
Battery Shocked BP
Battery Smoking
Battery Swelling/Swollen
Handset caused Laceration
Charger Burned Body
Charger Burned Property
Charger Caught Fire
Charger caused Laceration
Charger Exploded
Charger Gets Hot
Charger Imploded
Charger Melted
Charger Shocked BP
Charger Smoking
Acoustic Shock (Audible Tone In Ear Causes Damage)
Causes Blindness
Causes Earaches
Causes Headaches
Causes Hearing Loss
Causes Nausea
Causes Seizures
E911/SOS Issues
Handset Burned Body
Handset Burned Property
Handset Burned Property Clothing
Handset caused Laceration
Handset Exploded
Handset Gets Hot
Handset Imploded
Handset Melted
Handset shocked BP
LCD Leaked on Skin
Pacemaker Compatibility
SAR Rating Request
TTY Compatibility
Bluetooth / Wi-Fi Radiation Concerns
Data Cable Burned Body
Data Cable Burned Property
Data Cable Caught Fire
Data Cable Exploded
Data Cable Gets Hot
Data Cable Imploded
Data Cable Melted
Data Cable Shocked BP
Data Cable Smoking
Earbud Acoustic Shock (Audible Tone In Ear Causes Damage)
Earbud Causes Earaches
Earbud Causes Headaches
Earbud Causes Hearing Loss
Earbud Ingested
Earbud Piece Lost in Ear
Earbud Shocked BP
HFCK Burned Body
HFCK Burned Property
HFCK Caught Fire
HFCK Exploded
HFCK Gets Hot
HFCK Imploded
HFCK Melted
HFCK Smoking
HFCK Shocked BP
Other Accessory caused Laceration
Rubber Protector Ingested
SD/MMC Ingested
SIM Smoking
SIM Card Ingested
SIM Caught Fire
SIM Gets Hot
AT&T
Braille
Large Print
Braille
Large Print
Braille
Large Print
Sprint
Braille
Large Print
T-mobile
Braille
Large Print
Sch-u350
Sch-u450
Sch-u640
Sch-u960
Customer refusal
Directed to ASC
Mailing to STA
Project Information
Referred to Escalations
Referred to Public Relations
Resend alternate
Resend Original
Repair status
Replacement Status
Resend Status
Alarms / Alerts inaudible
Caller ID/ group ringtone Not Working
Constantly Vibrates
Device sound inaudible
Doesn't Vibrate
Speaker Not Working
Speaker phone poor audio
BP network/SP issues
BP software install configuration
BES server pin request
PIN to PIN messaging
Bluetooth snc issues
Cannot Pair/Bond
Com Port Issues
Compatability Inquiry
Connection Drop
Low/Limited Range
Not Discoverable
Can Not Receive Audio
Can Not Transmitt Audio
Dropped Calls
Echo
Poor signal
Poor/ No Receive Audio
Poor /No Transmitt Audio
Push to Talk/Radio Link Issue
Camera Effects Not Working

Camera error
Camera will not rotate/not working
No Video And No Audio
Quality issues
Settings issue
Unable to transer media files
Antena damage' STD fee
Handset Physical Damage/ STD fee
Hinge Broken/cracked STD fee
Cannot Delete content
Cannot download/ use content
Compatibility Inquiry
Memory full
Samsung Fun Club issues
Enterprise Website Issues
API Information
Hardware Request
Software request
3rd Party GPS issues
Acquiring location
Carrier Navigator Feature assistance inquiry
Google maps
Location displayed is not accurate
Network service based sollution issue
Route 66 issues
Weak signal/ coverage error display
Application/ settings issues
Display Customization Issue
GPS/LBS Information/Issue
Icon Inquiry
Software reflash/ FOC /no fee
Time/ date issue
Buttons not working
Buttons /keypad missing/ damage
Directional Keypad / Map doesn’t save
Directional Keypad Not Working
Scroll wheel not working
Toggle key Not Working
No Keypad Backlight
Graffiti Pad Not Working
LCD Backlight Bad
LCD Blank
LCD /LENS physical damage -STD /LCD fee
Particles between lens and LCD
LCD Cracked/Broken
LCD Discoloration
LCD Segment/Line missing
Touch Screen Cracked- STD/LCD fee
Touch Screen Not Working
Application lock
GSM lock
Lock Code Doesn't Work
MSL/OTSL Not Working
MSL/OTSL Request
NAM Lock
Phone Lock Return For Service
Cannot Play audiio/ Video
Media conversion assistance
Media Player Isues
Supported Audio/Video Format
Cannot Attach Items
Cannot Delete
Cannot Forward
Content Missing
Not Sent/Received
SPAM
Special Character Input
WAP PUSH Issues
CAB File Does Not Install
Cannot Restore Data After Upgrade
Incomplete Software Upgrade
No Power After Upgrade
No Radio After Upgrade
Upgrade Status Availability
Upgrade Tool Does Not Launch
Windows OS 7 Platform Not Supported
Windows 64 Bit Platform Not Supported
Cannot Install/Uninstall Palm Desktop
Data Loss/Corruption Upon Synchronization
Hotsync Device Configuration Issues
Palm Error Message
Freeze/Slash Delay Between Menu Functions
Lock Up During OTA/IOTA
Lock Up On Application
Lock Up While On Charger
Lock Up With Error Code
Intermitted Power Down
No Power Up
Powercycle
Power Up Then Down
3rd Party Software Issues
Device to Device Infrared Issues
Samsung Software Application Issue
Samsung Software Connectivity Issue
Samsung Software Installation/Uninstall Issues
Samsung Software Modem and DUN Set Up
Service Provider PST Assistance
Satandard Android Interface
Touch Whiz Interface
Cannot Access VCML
VCML DTMF Not Recognized
VCML Icon will Not Go Away
Authentication Issues
Compatibility Inquiry
Connection Drop
HBS Power Issues
Low/Limited Range
Not Broadcasting SSID
Not Discoverable
Speed Issues
Wi-Fi/HBS SW/HW Configuration Issues
Keys Not Responding
LCD Issues
Limited Battery Life
Low Signal
No Power
No Selectable Codes
No Signal
Physical Damage
UI Issues
Compatibility
Installation Help
Not Working
Unable to Delete
Unable to Install
Activesync Issue
Certificate Issue
Data Loss/Corruption Upon Synchronization
Exchange Synchronization Issues
Firewall/Anti-Virus Issue
Outlook Installation Issue
Software Request
WMDC Issue
Windows/Application Error Message
BREW Issue
Content Issues
EVDO/EDGE/1X RTT/GPRS/UMTS/WiMax Quality Issues
Javascript Not Working
Log-in Password Issue
Not Responding
Security Key Not Recognized
Service Not Available Error Message
Text Mode Input Issues
Unable to Bookmark
Bluetooth Troubleshoot:
Pairing to a Samsung Bluetooth Headset:
*switch on the Bluetooth headset, press the on button
for 20seconds until there is a steady light appear on the
Bluetooth device.
*switch on the Bluetooth connection of the phone
*try to search the phone for the desired Bluetooth headset
*connect the phone to the Bluetooth headset
*resolved
Pairing to a Plantronic Bluetooth Headset:

*on the headset press and hold the multifunction button
until there is red and blue blinking light
*switch on the bluetooth connection of the phone
*try to search the phone for the desired bluetooth headset
*connect the phone to the bluetooth headset
*resolved
Pairing to a Motorola Bluetooth Headset:

*switch on the bluetooth headset, press the on button
for 20seconds until there is a steady light appear on the
bluetooth device.
*switch on the bluetooth connection of the phone
*try to search the phone for the desired bluetooth headset
*connect the phone to the bluetooth headset
*resolved
Bluetooth Profiles and Common Phones regarding to Bluetooth
*Headset Profile - connects the phone to the bluetooth headset

(any bluetooth headset)
*Hands Free Profile - connects the phone to any hands free
car kit.
*Object Push Profile - allow to transfer files from the phone
to nay devices that has a bluetooth connection.
*Dial-Up Networking - allows the phone to be used as a modem
wirelessly.
*Serial-Port Profile - serial port profile is included on some
handsets as a basic input/output communicator port
between the computer and the phone.
Bluetooth chart of Phones: (Support Specific Profiles)

WEP 200 Bluetooth Headset Manual/User Guide:
*click on the link below:
\\Hhmstor01\samsung agents\WEP200_UserGuide[1].pdf
WEP 180
For the SGH-C417/C416 phone issue:
BP called that cannot pair phone with another

phone to transfer ringtones and pictures
via bluetooth.
*advised bp that phone does not have

object push profile to transfer files, it can
only support bluetooth headset or car kit for
hands free purposes
h headset
s a modem
STANDARD LIMITED WARRANTY
Warranty status of a handset or accessory can be determined a few different ways.
Product Date Code Determination

Proof of Purchase Provided at time of Repair
If the use of non-Samsung approved accessories is determined to be a factor in the issue described by the end-user and the re
determines that the use of said accessory is directly related to the failure of the product the warranty becomes void.
What is Covered and For How Long?
Phone 1 Year
Batteries 1 Year
Leather case / Pouch / Holster 90 days
Game Pad 90 Days
Other Phone Accessories 1 year
NOTE : Aside from the PHONE we will need "Proof of Purchase" for replacements or repair
What is not covered?
This Limited Warranty is conditioned upon proper use of Product by purchaser. This limited warranty does not cover:
defects or damage resulting from accident, misuse, abuse, neglect, unusual physical, electrical or electromechanical stress, or
or cosmetic damage;
equipment that has the serial number removed or made illegible;
any plastic surfaces or other externally exposed parts that are scratched or damaged due to normal use;
malfunctions resulting from the use of Product in conjunction with accessories, products, or ancillary/peripheral equipment not f
defects or damage from improper testing, operation, maintenance, installation, or adjustment;
installation, maintenance, and service of product; or
Product used or purchased outside the United States or Canada
Battery Coverage
This Limited Warranty covers batteries

Only if battery capacity falls below 80% of rated capacity or the battery leaks, and this Limited Warranty does not cover any bat
(i) the battery has been charged by a battery charger not specified or approved by SAMSUNG for charging
the battery,
(ii) any of the seals on the battery are broken or show evidence of tampering, or
(iii) the battery has been used in equipment other than the SAMSUNG phone for which it is specified.
What are SAMSUNG's Obligations
What are samsungs obligations? During the applicable warranty period, SAMSUNG will repair or replace, at
SAMSUNG's sole option, without charge to Purchaser, any defective component part of Product. To obtain service under th
Purchaser must return Product to an authorized phone service facility in an adequate container for shipping,
accompanied by Purchaser's sales receipt or comparable substitute proof of sale showing the date of purchase,
the serial number of Product and the sellers' name and address. To obtain assistance on where to deliver the Product,
call Samsung Customer Care at 1-888-987-4357. Upon receipt, SAMSUNG will promptly repair or replace the
defective Product. SAMSUNG may, at Samsung's sole option, use rebuilt, reconditioned, or new parts or components
when repairing any Product or replace Product with a rebuilt, reconditioned or new Product. Repaired /
replaced leather cases, pouches and holsters will be warranted for a period of ninety (90) days. All
other repaired / replaced Product will be warranted for a period equal to the remainder of the original
Limited Warranty on the original Product or for 90 days, whichever is longer. All replaced parts, components,
boards and equipment shall become the property of SAMSUNG. If SAMSUNG determines that any Product is not
covered by this Limited Warranty, Purchaser must pay all parts, shipping, and labor chargers for the repair or return of such Pro
CONTENTS:
*AMOLED *ANDROID * CB NUMBER* DPI*DTMF*VANITY DIALING*PARENTAL CONTROL*EMS*TYPES OF DATA
*FIELD USER TRIAL *SMART UNLOCK ON STARBURST*
Definition of Terms:
IMEI-"International Mobile Equipment Identity"
ESN- Electronic Serial number
MEID- Mobile Equipment Identity
AMOLED(Active Matrix Light Emitting Diode)-consists of OLED pixels that has

been integrated onto a thin film transistor (TFT) array to form a matrix of pixels that
illuminate light upon electrical activation.
DPI (DIGITAL PHONE INTERFACE) - DPI technology is a complete connectivity
solution Like your current modem, you can connect DPI modems to analog phones. Most
of the time you only have access to digital (PBX) phones (used in offices), which use a
higher current than analog phones, and thus prevent you from making modem
connections. Moreover, these higher currents can permanently damage your current
modem.
With DPI, you are able to make fast, easy and reliable modem connections through
digital (PBX) phones.
DTMF( Dual Tone Multi-Frequency )-A method used by the telephone

telephone system to recognize the keys pressed when dialing. Pressing
a key on the phone's keypad generates two simultaneous tones which are decoded
by the exchange to determine which key was pressed.
Note : Most of the CDMA phones have this feature, and very rare on GSM handsets.
VANITY DIALING-these are numbers like 1-800-SAMSUNG. On a traditional phone,

ABC map to the 2 key, DEF map to the 3 key…Modern smartphones with QWERTY keyboard
Modern smartphones with QWERTY keyboards like Blackberries, Blackjacks, etc
in a nutshell : It's spelling out a phone number.
PARENTAL CONTROL SETTINGS- is a network dependent feature that restricts, minors

from accessing certain applications on the phone, like internet access-explicit
sites cannot be viewed. Text messages- curse words are blocked or cannot be typed in.
EMS (ENHANCED MESSAGING SERVICE) - are text messages with the ability to
include audio, video, and graphics.
In a nutshell : animated picture messages.
TYPES OF DATA TRANSFER

*EMS*TYPES OF DATA TRANSFER*FIELD USER TRIAL
ANDROID OS-is a mobile operating system using a modified version of the

Linux kernel. It was initially developed by Android Inc., a firm later
Inc., a firm later purchased by Google, and lately by the Open Handset Alliance.
It allows developers to write managed code in the Java language, controlling the
device via Google-developed Java libraries
SGH-I7500 SAMSUNG GALAXY- ( NON US HANDSET) is the first Android phone from
Samsung.
ANDROID SOFTWARES
CUPCAKE -ANDROID 1.5- First android OS, released for
android devices. M900 MOMENT and the
Behold 2
DOUGHNUT- ANDROID 1.6- Up and coming operating system for android devices
ÉCLAIR 2.1- ( NEW SOFTWARE) is the latest software available on the Samsung
Galaxy S Devices.
ANDROID PHONES -has GMAIL (Google mail ) integrated, this allows the customer to
sync over the air using Gmail. They can also download and install applications over the
air by going to android marketplace.
What can be synchronized via G-mail?
* Contacts *Calendars
* Tasks *E-mails
ANDROID MARKETPLACE - is an online software store developed by Google for Android

devices An app called "Market" is preinstalled on some
Android devices and allows users to browse and download
applications published by third-party developers, hosted on
Android Market. The website itself, rather than the Market
app, only provides details of a very limited subset of available
apps in terms of those that are termed "Featured", and
"top free"
CB (CELL BROADCAST ) NUMBER- some phones have an option for CB number uder
number settings, this number is needed to activate PTT or (push to talk ) or walkie-talkie
service on the handset . PTT needs to be activated by SP .
Note : Not all phones are PTT capable, and not all SP's provide this feature.
FIELD USER TRIAL -test phones for Service Providers, we do not offer
support /repair.
RSS (REALLY SIMPLE SYNDICATION)- saves syndicated web content

such as news blogs, headlines from different location and displays/ streams
on display screen.
SMART UNLOCK FEATURE OF "STARBURST"

Smart unlock - enables users to unlock the phone, launch features and make calls
simply by drawing a character with their finger.
Smart Unlock can be used to unlock the phone, unlock and launch a number of applications,
or unlock and call a speed-dial contact. Users can select and assign a letter of the alphabet to
one or more of these operations, and drawing the letter on the locked screen immediately
unlocks it and carries out the appropriate command.
You can, for instance, assign 'O' for unlocking, 'M' for launching messages, 'B' for browsing
and 'T' for a favorite contact you want to dial quickly - it's entirely up to you what letters you
want to assign to individual functions in the Smart Unlock menus.
NETWORK CONTROL KEY (NCK) Code
"I need to have my phone unlocked please"
"I’ve been told by my Service Provider to call you guys about this NCK
thing. What gives?"
MMS/ INTERNET
“I’m having trouble sending and receiving MMS with my phone, as well as
GPRS. Why is this happening? Isn’t my phone capable of doing these?"
“My phone’s manual / box says that this phone can access the internet,
yet why am I blocked / not able to do so?“
“Using my phone, how come I can access some websites on the internet,
but with others I cannot? What gives? Is it my phone?“
OBJECTION RESOLUTION
LONG WAIT ON THE QUEUE:
REPAIR NON-US HANDSETS
FEATURES NOT ON THE PHONE:
I WANT TO TALK TO YOUR MANAGER: No profile

THE OTHER AGENT HANG UP ON ME:
RMA ISSUES
“Why should I send my phone to you guys for repairs”?
“What will happen when I send my phone to you guys for repairs”?
“Are you sure my phone will be fixed”?
“Why can’t you guys just replace my phone”?
“Why can’t you just give me a new phone”?
“Can’t you give me a loaner phone in the meantime”?
“Why five to ten business days for the turnaround time? Can’t this be
faster”?
“I understand, ______, and thank you for your inquiry. I truly would like to assist you
with this concern, and am more than happy to resolve this issue for you. We have level
2 technicians on standby who are authorized to unlock your phone. However, we just
need that 8-digit NCK code to do this. Please call your S.P. and ask for this so that we
can unlock your phone right away
“I understand your concern and thank you for your inquiry. ______, we have all of the
tools and resources to unblock your phone and have this issue resolved once and for
all. All we need is the 8-digit NCK code to get this done for you. Please call your S.P.
and ask them for this so that we can unlock your phone right away.
“Thank you for your inquiry. Yes, _____, your phone is indeed capable of sending and
receiving Multimedia messages. This is, however, dependent on whether your Service
Provider permits you to have this feature or not since terms and conditions apply.
Please contact your CURRENT Service Provider to have your phone’s MMS and GPRS
restrictions and settings configured manually.”
“Thank you for your inquiry. Yes, _____, your phone is indeed capable of accessing the
internet. This is, however, dependent on whether your Service Provider supports or
permits you to use this feature, since terms and conditions may apply. What you need
to do to resolve this issue is to contact your CURRENT S.P. to have your phone’s
internet restrictions and settings configured manually”.
“Thank you for your inquiry. Yes, _____, your phone is capable of accessing / browsing
the internet. There are websites, however, that are not yet configured for mobile
phone access, or do not allow this at all for obvious security reasons, especially where
your personal information is involved. These are the websites that you would be
unable to access or browse using your phone.
"I understand why you're disappointed right now Customer’s Name. Believe me if I'll be
needing help/support and I’d still have to wait on the queue just to get in touch with
someone I'd feel even worst. The reason for that Customer’s Name is WE just want to
make sure that we resolve every issue that we have every day and our goal is to make
sure that our customers will no longer need to call us back with the same issue. So
Customer’s Name, we have you right now and I'll not waste anymore of your time so
tell me how can I help you?
"Yes Customer’s Name, we support Cell phones although right now you are in US
handsets support department. But no need to worry I can give you a contact number or
even website that supports the model of your phone." (Samsung.com/__)
"I understand your frustration. There's a serial number on your phone that serves as a
manufacture ID. That's the information that I'll be needing to create a profile and to
trouble shoot your phone. And since your phone was not manufactured in the US my
system will not accept it. That's the reason why I need to give you (another number / a
website of the department that will help you). Just give me a few minutes I'll pull it up
okay?"
"I can picture what you are trying to tell me Customer’s Name. That feature would have
made your phone really great. We have different models with different use. Some are
for personal and some are for business type of consumers. Different model will have
different features. Your phone is a good phone and it has features that other phones
don't have. It's just that for the feature that you want to have can't be supported by
your phone.... Customer’s Name, feedback like this is really important and we really
value it. This will help us improve our products and services. That's why I'll address this
concern to my manager. Anyways any updates with this model will be posted on our
website or even on your Service Provider's website. That’s what we can do as of now."
"I'm sorry that I didn't give you the resolution that you were expecting. But rest
assured your voice will be heard by the upper managers so that they can address this to
the right people."
"Of course I can help you on that. Can I have your name please? ...I'll create a ticket so
I can properly transfer your call to them. I need some information from you Customer’s
Name since they'll be requiring a ticket number before I can transfer the call. I hope
that’s okay with you?”
"Customer’s Name, I’ll be happy to transfer your call to my manager. I don't like
wasting time, that's the reason why I'd like to do it correctly and properly. So when I
transfer your call they don't need to ask you for the information that I'll be asking you
now. Is it okay with you?”
"I'm sorry about that. I hope you don't mind if I'll get your contact number so I can call
you just in case the line gets cut.”
"I understand why you are disappointed right now Customer’s Name. I will check the
history of your call and maybe I can pull up a name so I can report it to our manager.
That was unacceptable and I'll address your concern as soon as possible."
“(Customer’s name), we assure you that when you send your phone to us for service,
all its issues will be resolved. It will also be fully tested and diagnosed by certified
Samsung technicians for any potential issues that may arise as well. Your phone’s
repair will be absolutely free if this is within warranty and has no physical or water
damage. In addition to that, the e-labels you can print-out are free of charge as well,
and the turn-around time for your phone’s repair would only take just five to ten
business days after we receive your phone.
“(Customer’s name), I regret to inform you that we are unable to replace / give out
phones.
You can, however, check with your Service Provider to see if their Terms and Conditions
allow this.
You may also try contacting your phone’s Insurance Carrier to see if they can also
replace your phone.
Anyway, I’ll be creating a backup repair ticket number for you so this repair option
would still be open for you for the next ten days while you consult your Service
Provider or Insurance Carrier.
“(Customer’s name), I know you want to have your phone back right away, but the
turnaround time is five to ten business days the moment we receive it because we have
an “All or Nothing Policy”. This means that when you send your phone to us for
service, all its issues will be resolved and all other parts and components will also be
fully tested and diagnosed by certified Samsung technicians for any potential issues
that may arise as well. Your phone will be almost as good as new once you get it back
from our Repair Center.

Samsung Sta Guide: 1-800-726-7864 Hotline

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SAMSUNG STA GUIDE

Samsung Wireless Phones: http://product.samsung.com/cgi-bin/nabc/mobile/wirele

I.E.X Agent WebStation: http://10.10.10.146/agentops/loginSetup.do

Harte-Hanks Mail: http://manmail01.harte-hanks.com

Samsung Shared Folder (STA): \\hhmstor02\Public\UCC\Samsung\07_Agents\STA

Product Code Finder http://techtrain.samsungwireless.com/tekweb/L1_Tech

Status of Baleen: http://baleen.ambergris.prv/login.php

FAST LINK: http://agent.samsungsupport.com/agent/dt/netflix.jsp

LMS LINK: https://learn.samsungtelecom.com/Sumtotal/lang-en/S

Other useful websites : http://www.phonescoop.com/)http://www.phonescoop.

ACCESSORY REBATES CUSTOMER CARE 1-888- 709-7079

Transfer Calls numbers/departments:

Wireless L3: 888-614-0897 – needs level 3 support for Wireless phones

Wireless & Galaxy S Escalation: 888-495-3386 – needs to talk to a

note: ECR and Escalations are not the same

Referred to Telenav – (1-888-614-0897) /(1-888-353-6284)

Other Samsung Departments

Samsung Corporate Office

1303 EAST LOOK OUT DRIVE

1-800-SAMSUNG(726-7864) Samsung America 110V

38 322 887 Samsung Denmark 240-250V

Estonia 8-800-200-0-400 Samsung Estonia 230V

Finland 09-69379 554 Samsung Finland 240-250V

852-2862-6001 Samsung Hong Kong 220V

Hungary 0640-985-985 Samsung Hungary 230V

India 1600 110011 Samsung India 220V

Indonesia 0800-112-8888 Samsung Indonesia 200-220V

Japan 0120-327-527 Samsung Japan 100/200V

8-800-200-0-400 Samsung Kazakhstan 220V

Korea 82-(0)2-1588-3366 Samsung Korea 110/220

Denmark 38 322 887 Samsung Denmark 240-250V

Finland 09-69379 554 Samsung Finland 240-250V

852-3698-4698 Samsung Hong Kong 220V

Korea 82-(0)2-1588-3366 Samsung Korea 110/220

Latvia 8-800-200-0-400 Samsung Latvia 220V

Lithuania 801 801 881 Samsung Lithuania 220V

1-800-88-9999 Samsung Malaysia 240V

1-800-SAMSUNG(726-7864) Samsung Mexico 127V

800-7267864 Samsung Middle East 230/240V

0031 (0) 900 20 200 88 Samsung Netherlands 220-240V

(0)800 800 388 Samsung New Zealand 230V

0850-123-989 Samsung Slovakia 230V

0860 726786 Samsung South Africa 220V

Spain 902 10 11 30 Samsung Spain 127/220V

Sweden 46-8-59096600 Samsung Sweden 240-250V

Taiwan 0800 329 999 Samsung Taiwan 110V

Thailand 1800-29-3232 Samsung Thailand 220V

Turkey 0212 340 3 999 Samsung Turkey 230V

Ukraine 8 800 502 0000 Samsung Ukraine 220V

United Kingdom 0870 242 0303 Samsung UK 216-253V

8-800-200-0-400 Samsung Uzbekistan 220V

Vietnam 1-800-588-889 Samsung Vietnam 220V

Bp's phone has PIN lock.

Bp's phone has PUK lock.

Bp's phone is PUK blocked.

Bp called in asking for the voicemail password.

Bp wants a hard copy manual for his Verizon phone , manual

phone : u350, u450,u640,u960

Bp is requesting for a LARGE print manual , BP is

Bp is requesting for a BRAILLE print manual , BP is blind

Bp called in to request for an EXTRA HARD COPY manual.

Bp wants to purchase back cover for phone

BP has problems with Internet activation/Picture messaging or