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Samsung Galaxy A9 Troubleshooting Instructions

When you turn on or use your device, you can
prompt you to enter one:

  • Password: If the device lock feature is enabled, you must enter the password you have set for the device.
  • PIN: When using the device for the first time or when the PIN feature is activated, you must enter the PIN supplied with the SIM or USIM card. You can disable this feature using the Lock SIM card menu.
  • PUK: Your SIM or USIM card is blocked, usually as a result of entering your PIN incorrectly several times. You must enter the PUK code supplied by your service provider.
  • PIN2: When you access a menu requiring PIN2, the PIN2 supplied with the SIM or USIM card
    You must enter the Contact your service provider for details.

Network or service error messages appear on your device

  • If you are in a location where the signal is weak or poorly received, the reception may be reduced. Go to another area and try again. As you go, error messages may appear continuously.
  • You cannot access some options without subscribing. Contact your service provider for details.

Your device won’t turn on

  • Your device will not turn on when the battery is fully discharged. Fully charge the battery before operating the device.

The touch screen responds slowly or poorly

  • If you are using a screen protector or an optional accessory, the touch screen may not work properly.
  • If you are wearing gloves, if your hands are not clean when touching the touch screen, or if you touch the screen with sharp objects or fingertips, the touch screen may not work properly.
  • The touch screen may deteriorate in humid conditions or when exposed to water.
  • Restart your device to resolve temporary software failures.
  • Make sure your device software is updated to the latest version.
  • If the touch screen is scratched or damaged, take it to a Samsung Service Center.

Your device freezes or encounters a fatal error

Try the following solutions. If the problem is not resolved, contact a Samsung Service Center.

Restart the device
If your device freezes or hangs, you may need to close applications or turn the device off and then on again.
Forced restart
If your device is frozen and unresponsive, press the Power key and Volume Down key simultaneously for more than 7 seconds to restart the device.
Reset the device
If the above methods do not solve the problem, perform a factory reset.

Start the Settings application, tap General management → Reset → Factory settings → RESET → DELETE ALL. Before you reset to factory data, remember to make backups of all important data stored in the device.

Calls are not connected

  • Make sure you have access to the correct network.
  • Make sure you have not set call barring for the phone number you are dialing.
  • Make sure you have not set call barring for the incoming phone number.

Others can’t hear you during a call

  • Be sure not to block the built-in microphone.
  • Make sure the microphone is close to your mouth.
  • If you are using a headset, make sure the headset is connected correctly.

Sound echo during a call

  • Press the volume on / off key to adjust the volume or move to another area.
  • Cellular network or Internet connection is disconnected frequently or sound quality is poor
  • Make sure that you do not block the device’s internal antenna.
  • If you are in areas where the signal is weak or poorly received, the reception may be reduced. You may experience connection problems due to problems with the service provider’s base station.

Go to another area and try again.

  • When you use the device while on the move, wireless network services may be blocked because of network problems with the service provider.
  • Battery icon empty
  • Your battery is low. Charge the battery.

Battery does not charge correctly (for Samsung approved chargers)

  • Make sure the charger is connected correctly.
  • Visit a Samsung Service Center and have the battery replaced.

Battery discharges faster than when first purchased

  • When you expose the device or battery to very cold or very hot temperatures, the usable charge may be reduced.
  • Battery consumption increases when you use some applications or features, such as GPS, games or the Internet.
  • The battery may be depleted and the available battery time will decrease over time.

Error messages appear when starting camera

Your device must have sufficient available memory and battery power to run the camera application. If you receive error messages when starting the camera, try the following:

  • Charge the battery.
  • Free some memory by transferring files to a computer or deleting files from your device.
  • Restart the device. If you continue to experience problems with the camera application after trying these tips, contact a Samsung Service Center.
  • Photo quality is worse than preview
  • The quality of your photos may vary depending on the surroundings and the photographic techniques you use.
  • If you take photos in dark areas, at night or indoors, image noise may occur or images may be out of focus.

Error messages appear when opening multimedia files

If you receive error messages on your device when opening files, or if you cannot play multimedia files, try the following:

  • Free some memory by transferring files to a computer or deleting files from your device.
  • Make sure that the music file is not Digital Rights Management (DRM) protected. If the file is DRM-protected, make sure that you have the correct license or key to play the file.
  • Make sure that the file formats are supported by the device. If the file format, such as DivX or AC3, is not supported, install an application that supports it. To confirm the file formats supported by your device, visit www.samsung.com.
  • Your device supports photos and videos captured by the device. Photos and videos captured by other devices may not work correctly.
  • Your device supports multimedia files that are authorized by your network service provider or additional service providers. Some content browsing the Internet, such as ringing tones, videos, or wallpapers, may not work correctly.

Bluetooth does not work well

If no other Bluetooth devices are available, or if there are connectivity problems or performance issues, try the following:

  • Make sure that the device you want to connect to is ready to scan or establish a connection.
  • Ensure that your device and the other Bluetooth device are within the maximum Bluetooth range (10 m).
  • On your device, launch the Settings app, tap Connections, and then
  • Re-enable by tapping the Bluetooth switch.
  • Start Settings on your device, tap General management → Reset → Reset network settings → RETURN TO FACTORY SETTINGS to reset the network settings. You may lose stored information when performing a reset.

If the above tips do not solve the problem, contact a Samsung Service Center.

Connection is not established when you connect the device to a computer

  • Connection is not established when you connect the device to a computerConnection is not established when you connect the device to a computer
  • Make sure that the correct driver is installed and updated on your computer.
  • If you are a Windows XP user, be sure to install Windows XP Service Pack 3 or later on your computer.

Your device cannot find your current location

GPS signals can be blocked in some areas, such as indoors. In such cases, set your device to use Wi-Fi or a mobile network to find your current location.

Data stored on the device is lost

Always make backups of all important data stored on the device. Otherwise, you cannot restore the data if it is corrupted or lost. Samsung is not responsible for any loss of data saved on the device.

There is a small space outside the device case

  • This gap is a necessary manufacturing feature and the parts can be slightly shaken and vibrate.
  • Over time, friction between the parts may cause a slight widening of this gap.

Not enough storage on device

Delete unnecessary data by using Smart Manager to free up storage space or by manually deleting unused applications or files.

Applications key Does not appear on the Home screen

You can open the Apps screen by scrolling up or down on the Home screen without using the Apps key. To display the Applications key at the bottom of the Home screen, start the Settings application and tap Display → Home screen → Applications key → Show applications key → APPLY.

Home key not visible

The navigation bar containing the Home key may disappear when using certain applications or features. To display a navigation bar, drag your finger up from the bottom of the screen.

Bixby Voice is not responding

  • Restart your device to resolve temporary software failures.
  • Make sure your device software is updated to the latest version.
  • If you continue to experience problems with Bixby Voice after trying these tips, Samsung
  • Contact the Service Center.

The screen brightness adjustment bar does not appear in the notification panel

  • Open the notification panel by dragging the status bar down, and then drag the notification panel down. Tap next to the brightness adjustment bar and tap Show control on top to enable this feature.
  • Samsung Cloud does not work
  • Make sure you are connected to a network correctly.
  • You cannot use Samsung Cloud during service check of Samsung Cloud. Try again later.

* The lifetime of the device is 5 years, the warranty period is 2 years

* Samsung Call Center: 444 77 11

Source: Samsung Galaxy A9 Guide

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