Part 10: Troubleshooting

Get to know how to troubleshoot some problems with  your Galaxy Note 3. Commonly encountered questions are answered here.

Back to Table of Contents

Before contacting a Samsung Service Centre, please attempt the following solutions. Some situations may not apply to your Galaxy Note 3.

When you turn on your Galaxy Note 3 or while you are using your Galaxy Note 3, it prompts you to enter one of the following codes:

• Password: When the device lock feature is enabled, you must enter the password you set for the device.
• PIN: When using the device for the first time or when the PIN requirement is enabled, you must enter the PIN supplied with the SIM or USIM card. You can disable this feature by 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 supplied by your service provider.
• PIN2: When you access a menu requiring the PIN2, you must enter the PIN2 supplied with the SIM or USIM card. For details, contact your service provider.

Your device displays network or service error messages

• When you are in areas with weak signals or poor reception, you may lose reception. Move to another area and try again. While moving, error messages may appear repeatedly.
• You cannot access some options without a subscription. Contact your service provider for more details.

Your device does not turn on

• When the battery is completely discharged, your device will not turn on. Charge the battery completely before turning on the device.
• The battery may not be inserted properly. Insert the battery again.
• Wipe both gold-coloured contacts and insert the battery again.

The touch screen responds slowly or improperly

• If you attach a protective cover or optional accessories to the touch screen, the touch screen may not function properly.
• If you are wearing gloves, if your hands are not clean while touching the touch screen, or if you tap the screen with sharp objects or your fingertips, the touch screen may malfunction.
• The touch screen may malfunction in humid conditions or when exposed to water.
• Restart your device to clear any temporary software bugs.
• Ensure that your device software is upgraded to the latest version.
• If the touch screen is scratched or damaged, visit a Samsung Service Centre.

Your device freezes or has fatal errors

If your device freezes or hangs, you may need to close applications or reinsert the battery and turn on the device to regain functionality.

If your device is frozen and unresponsive, press and hold the Power button for more than 7 seconds to reboot.

If this does not solve the problem, perform a factory data reset. On the Applications screen, tap Settings → General → Backup and reset → Factory data reset → Reset device → Erase everything. Before performing the factory data reset, remember to make back-up copies of all important data stored on the device.

If the problem is still not resolved, contact a Samsung Service Centre.

Calls are not connected

• Ensure that you have accessed the right cellular network.
• Ensure that you have not set call barring for the phone number you are dialling.
• Ensure that you have not set call barring for the incoming phone number.

Others cannot hear you speaking on a call

• Ensure that you are not covering the built-in microphone.
• Ensure that the microphone is close to your mouth.
• If using a headset, ensure that it is properly connected.

Sound echoes during a call

Adjust the volume by pressing the Volume button or move to another area.

A cellular network or the Internet is often disconnected or audio quality is poor

• Ensure that you are not blocking the device’s internal antenna.
• When you are in areas with weak signals or poor reception, you may lose reception. You may have connectivity problems due to issues with the service provider’s base station. Move to another area and try again.
• When using the device while moving, wireless network services may be disabled due to issues with the service provider’s network.

The battery icon is empty

Your battery is low. Recharge or replace the battery.

The battery does not charge properly (For Samsung-approved chargers)

• Ensure that the charger is connected properly.
• If the battery terminals are dirty, the battery may not charge properly or the device may turn off. Wipe both gold-coloured contacts and try charging the battery again.
• The batteries in some devices are not user-replaceable. To have the battery replaced, visit a Samsung Service Centre.

The battery depletes faster than when first purchased

• When you expose the battery to very cold or very hot temperatures, the useful charge may be reduced.
• Battery consumption increases when you use messaging features or some applications, such as games or the Internet.
• The battery is consumable and the useful charge will get shorter over time.

Your device is hot to the touch

When you use applications that require more power or use applications on your device for an extended period of time, your device may feel hot to the touch. This is normal and should not affect your device’s lifespan or performance.

Error messages appear when launching the camera

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

• Charge the battery or replace it with a battery that is fully charged.
• Free some memory by transferring files to a computer or deleting files from your device.
• Restart the device. If you are still having trouble with the camera application after trying these tips, contact a Samsung Service Centre.

Photo quality is poorer than the preview

• The quality of your photos may vary, depending on the surroundings and the photography 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 or files do not play, when opening multimedia files on your device, try the following:

• Free some memory by transferring files to a computer or deleting files from your device.
• Ensure that the music file is not Digital Rights Management (DRM)-protected. If the file is DRM-protected, ensure that you have the appropriate licence or key to play the file.
• Ensure that your device supports the file type.
• Your device supports photos and videos captured with the device. Photos and videos captured by other devices may not work properly.
• Your device supports multimedia files that are authorised by your network service provider or providers of additional services. Some content circulated on the Internet, such as ringtones, videos, or wallpapers, may not work properly.

Another Bluetooth device is not located

• Ensure that the Bluetooth wireless feature is activated on your device.
• Ensure that the Bluetooth wireless feature is activated on the device you wish to connect to.
• Ensure that your device and the other Bluetooth device are within the maximum Bluetooth range (10 m).

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

A connection is not established when you connect the device to a computer

• Ensure that the USB cable you are using is compatible with your device.
• Ensure that you have the proper driver installed and updated on your computer.
• If you are a Windows XP user, ensure that you have Windows XP Service Pack 3 or higher installed on your computer.
• Ensure that you have Samsung Kies or Windows Media Player 10 or higher installed on your computer.

Your device cannot find your current location

GPS signals may be obstructed in some locations, such as indoors. Set the device to use Wi-Fi or a mobile network to find your current location in these situations.

Data stored on the device has been lost

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

A small gap appears around the outside of the device case

• This gap is a necessary manufacturing feature and some minor rocking or vibration of parts may occur.
• Over time, friction between parts may cause this gap to expand slightly.

Back to Table of Contents

Any questions? let us know in the comment box below.