Configuring and Troubleshooting the Samsung Galaxy Note II™
Contents
1. Configuring and Troubleshooting the um Galaxy Note 1119 attt w 22 Course Support Agents Overview Troubleshooting Course Objective fr S Pen Troubleshooting fe WIFM Importance fr Smart Rotation fr Connection Issues MIP Kies OTA B Configuration and How To s fr Kies Software Updates fry Screen Mode fr S Voice fr Auto Adjust Screen Tones fy Lock Screen H Resources and Conclusion fr Home Screen App fr Resets Factory Hard Key fr Page Buddy Safe Mode fr Blocking Mode SAFE fr Power Savings rv Online Resources fr Accounts and Sync Quick Glance fr Group Play fr Camera Settings Pop Up Browser fr S Cloud fr S Note fr Help App fr S Configurations and Apps fr AllShare Play fr AllShare Cast E au M SUNG SAMSUNG VVHAT SINIT FORME pd Thu Nov15 Overvie vv Configuration Troubleshooting Resources cap E lt JE i CP P 444 amp Ic na aa acts G r ee bu y E E 1 y por 4 2 22 22 p E lt 3 1 O x verizon SAMSUNG MAT TMO Verizon Sprint US Cellular SGH T889 SCH 1605 SPH L900 SCH R950 Overview SAMSUNG 223 we 7 x Can2. Attention Android update Sut cessful Configuration Troubleshooting Resources OTASOFTVVARE UPDATE Symptom The end user is unable to update their software over the air ssue 1 Does the user have the proper data plan 2 1 signal strength strong amp consistent Is the battery level at least 30 Resolution Ensure good signal strength coverage area Connectto Wi Fi Charge the device 4 Px Px Overvievv Configuration Troubleshooting KIES SOFTWARE UPDATE Symptom The end user is unable to update their software with Kies Issue A 1 Isthe end user using the USB cable included with their Note 2 Has the end user updated to the latest version of Kies f they are using Windows XP have they installed Firrrwanr information your Back Lip data fram non barising device Service Pack 3 A Has the device been rooted Options Resolution Follow basic USB connection troubleshooting steps Use the Kies web page to download the latest version Restore device to Samsung approved ROM if device vvas rooted S VOICE SAMSUNG Symptom End users are having issues with S Voice not responding to voice prompts like to think of myself as timeless Aw shucks How do cook That s difficult to answer Let me search the internet for you Issue 1 Isthe end user using co
3. the device This ensures the penis securely positioned in the device Dominant hand Pen attach detach sound Open Popup Note 5 o Pen Keeper Sound and haptic feedback 3 Troubleshooting All these gestures must be completed while holding the button TROUBLESHOOTING S PEN GLOBAL GESTURE down on the S Pen e lt A 1 e Double Click initiates Quick Note Long Press and Hold Captures the Screen Arrow Point to the Left goes Back a Screen Arrow Point Up brings up the Menu Line Up initiated Quick Command Closed outline gesture crops what was outlined for copy to clipboard Left or right lines over text will Select Text Overvie vv SAMSUNG lt l Air view Pointer Information preview Configuration overan item Troubleshooting Resources S PEN TROUBLESHOOTING Symptom Galaxy Note II is not recognizing the S Pen when I hover Resolution 1 Touch Menu gt Settings gt S Pen 2 Scrollto Air View and move the sliderto On Note Touch Air View to turn on off specific Air View features Ensure the S Pen is held at least 10mm to the screen 4 Ensure the customer does not have a protective screen cover on the device This obstructs the functionality of the S pen Resources Overview Configuration Troubleshooting S PEN TROUBLESHOOTING SAMSUNG Symptom Consumer is trying to custom
4. S PEN CONFIGURATION SETTINGS SAMSUNG lt 3 S Pen Battery saving 5 Pen keeper Sound and haptic feedback Pen gestures Quick Command settings 21 Overvie vv Galaxy Note II OperatingSystem Configuration Troubleshooting Resources F S PEN HOVER CAPABILITY AIR VIEW SAMSUNG Images Places instant beta 15 elf Tum On EASY CLIP the and to Jd Eo 1 SA 5 q We r io t y ut o p asdfghi t zxevbnm Dis 1 3 Sym amp Next 29 QUICK COMMAND 30 Overvie vv IDEA SKET CH Move to kont Move forward Move backwards Move to back Settings 31 PHOTO NOTES 32 ALLSHARE CAST 33 EFFECTIVE TROUBLESHOOTING Learn These Processes Io Provide Quick Efficient Troubleshooting To Callers Overview Configuration Troubleshooting Resources S PEN TROUBLESHOOTING LACA toto KA SAMSUNG Symptom Consumeris worried about losing the S Pen lt S Pen General Resolution 1 The Samsung Galaxy Note II features an alarm that activates if you carry the device too far away from its S Pen to prevent you from leaving it behind Touch Menu gt Settings gt S Pen Scroll to S Pen keeper and ensure the box is checked Ensure the customer hears and feels a click when inserting the S Pen into
5. c Google Talk Google Latitude Google Places Google Voice Google Earth Gmail Android Android Play Store Picasa and YouTube are trademarks of Google Inc 4G used in connection w ith the Samsung Galaxy Note refers to the fact that the Galaxy Note is capable of operating on multiple carrier netw orks All product and brand names are trademarks or registered trademarks of their respective companies Appearance of device may vary Screen images simulated Battery pow er consumption depends on factors such as network configuration signal strength operating temperature features selected vibrate mode backlight settings brow ser use frequency of calls and voice data and other application usage patterns 52
6. cel Save Dynamic Standard Natural Movie SCREEN MODE x AUTO ADJUST SCREEN TONES SAMSUNG lt OF Display Features smart rotation smart stay Font style Font siz More settings Touch key light duration Display battery percentage 2 Weather Unit Auto refresh LOCK SCREEN Overvie vv a ama HOME SCREEN APP SAMSUNG en Discover your inner creativity Create note 10 Overvie vv ss BUDDY EXAMPLES SAMSUNG Docking You have 4 events today THU Oct 4 Weekly Content Created AM Voce nf he Customer yx Weekly Samsung Alorica STA Traming Meeting 3 2 PA 11 SAMSUNG lt Blocking mode Disable incoming calls Disable notifications isable alarm and timer Msable LED indicator Always A PESE Allowed contacts Allowed contacts Allowed contact list 12 BLOCKING MODE SAMSUNG lt O Power saving mode wer saving mode settings CPU power saving a CI AE p wer 5 V n Background color T urn off h d pi 16 d k Learn about power saving 13 POWER SAVINGS SAMSUNG Samsung account heatherdarnell ymail com Profile Change password Terms and conditions 14 ACCOUNTS SAMSUNG lt i5 Quick glance mil Tu B Rl Hisse a call Hew message Battery C
7. ize the Gontextual S Pen widget and menu 7 Paqe buddy me buddy Resolution Available apps range from productivity to graphic and include the preloaded S Memo S Note and Paper Artist Various third party apps that use S Pen are also available 1 Ensure Page buddy is turned on Touch Menu gt Settings gt Display gt Page buddy 2 Move the slider for Pen page to ON 3 Navigate to the S Pen page buddy screen by swiping the screen or touching the S Pen page buddy indicator NOTE Applications that are frequently used are recommended at the bottom of the page buddy These applications cannot be customized 4 Touch and hold the screen and drag the icon of choice to the S Pen page buddy screen page Earphones page Docking page Roaming page Page buddy help Overview Configuration Troubleshooting Resources SMART ROTATION Smart Rotation Disables auto screen rotation by checking the orientation of your face and the device Uses the front camera to determine the orientation of you face and 2 rotates the screen accordingly Troubleshooting Smart Rotation Ensure that Smart Rotation is enabled Settings gt Display gt Smart rotation Must be in a well lit area Ensure the front facing camera can detectthe face and eyes Will not work when using an application that uses the front facing camera Screen ro
8. nnected to the internet via network or Wi Fi Resolution Check for device software update Rebootthe device Clear S Voice app cache Clear S Voice app data this will restore the application back to factory settings and erase all user data stored in the application Perform a factory data reset Search the web Find the closest Taiwanese restaurant 44 RESOURCES The follovving slides vvill help you troubleshootend users issues 45 Configuration Troubleshooting Resources FACTORY RESET Touch Applications gt Settings gt Back up and reset Factory data reset gt Resetdevice To ensure the end userdoesn tlose certain data instruct them to do the follovving Enable Backup my data This back up app data Wi Fi passwords and other settings to the Google servers Setup a Backup account s End users can add more than one account 52 Google accounts only s Enable Automatic restore When reinstalling an application backed up settings and data will be restored HARD KEY RESET Ya SAFE MODE SAMSUNG Turn the device off Power the device on When the animation begins hold down the Volume Down button until the Lock Screen appears Safe mode will display in the lower left corner of the screen display Keller Cloudy TN DIA gt 48 Mobile Device Management Enables efficient
9. scaled mobile deployments VVorking vvith leading third party providers Samsung offers solutions that address eventhe most challenging management and security concerns SAMSUNG APPROVED FOR ENTERPRISE SAFE Corporate Email Calendar Contacts Extensive supportfor e mail contact amp calendar synchronization and more On Device Encryption State ofthe art AES 256 bit hardware based ODE helps prevent unauthorized access to all data on the device including the microS DO storage card Virtual Private Network Samsung works with a number of leading VPN providers enabling IP based encryption for secure persistent access to critical enterprise assets via Wi Fi and network connections Online Resources Internal Support Fastlink FAQ s w Videos User Manual SPSN Videos eHow to Guides TSG Customer Facing Support Sasmung com Support http www samsung com us support FAQ s eHovv to Guldes Videos http Support us samsung com spsn maln isp User Manual eFacebook Twitter 50 ARE YOU A GALAXY NOTE EXPERT Challenge your Galaxy Note II knowledge by taking the training assessment quiz 51 THANKS FOR SUPPORTING SAMSUNG GALAXY NOTE II 2013 Samsung Telecommunications America LLC Samsung AMOLED HD Super AMOLED and Galaxy Note are trademarks of Samsung Electronics Co Ltd Google the Google logo Google Mobile Google Musi
10. tation can be slower if smart rotations is enabled Overvie vv Resources Configuration Troubleshooting MTPCONNECTIVITYISSUES Symptom The end user is unable to transfer content from their PC to their device using MTP lt O USB PC connection vice MTP Media de Issue 1 Is the end user using the USB cable included with their Note I V 2 Ifthey are using Windows XP have they installed Service Pack and Windows Media Player 10 or higher Ifusing Apple or unsupported systems have they installed the software packages to support MTP Resolution Follow basic USB connection troubleshooting steps Use the Microsoftweb page to download the necessary software versions 1 2 3 Symptom The end user is unable to transfer content from their PC to their device using Kies Issue a Is the end user using the USB cable included with their Note I17M 22 Has the end user updated to the latest version of Kies a Mutemedis If they are using Windows XP have they installed Service Pack 3 Has the device been rooted 4 Overview Configuration Troubleshooting KIES CONNECTIVITY ISSUES Resolution Folow basic USB connection troubleshooting steps Use the Kies web page to download the latest version Restore device to Samsung approved ROM if device was rooted Resources Overvie vv
11. urrent music Status bar 15 QUICK GLANCE GROUP PLAY SAMSUNG a I 16 Overvie vv CAMERACONFIGURATIONS a TERT aa gt Overvie vv FRONT FACING CAMERA SHOOTING MODES Shooting mode also found with the rear facing camera 18 Overvie vv REAR FACING CAMERA SHOOTING MODES 19 Overvie vv GALLERY O SAMSUNG 20 POP UP BROVVSER SAMSUNG i Fox Business 119143 ME 211059 nec 1 CNET Computerworld advice amp ideas c 5 for tips 21 SAMSUNG ill lt O Cloud mani germe c heatherdarnell ymail com Sync settings Device backup ment Sy w th Dri obs HeatherDarnell ymail com 4 storage usage Backup and restore can only be used when connected to a Wi Fi network 22 Overvie vv S NOTE There is a S Note Tips and Productivity Tool Tips to assist the user 23 Overvie vv POPUP NOTE 4 06 Thu Sen 2 7 24 Overvie vv ALLSHARE PLAY 25 26 HELP APP 2 SAMSUNG 2 Help Use key applications Contacts Messaging Product Videos Open link Help settings Show help tip pop ups
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