How to Troubleshoot Your Samsung Android Device

by: Ken EastNovember 15, 2011

No Android device is perfect. In one way or another, and at some point, your Android device will run into problems.

Just like users of Android devices made by other manufacturers, users of Samsung devices also experience common problems with their Samsung devices. For example, if you own a Samsung Galaxy S, you may be experiencing a problem in making calls to other people. Or, maybe if you have a Galaxy S II, you might be experiencing issues with Bluetooth connections.

If you don’t know what is causing this problem on your phone and you want to know the problem yourself, Samsung’s official Diagnostics app is just the thing you need. With just a few simple instructions, it will help you identify your phone’s problem and help you solve it.

Samsung’s official Diagnostics app can help you diagnose your phone’s problem right away because the app has device-specific troubleshooting tools, as well as in-app support for firmware updates.

The Diagnostics app also displays system information about a user’s device and also provides a brief tutorial. In case the app still cannot help you with your problem, it can connect you to Samsung’s online customer support center for more help.

Diagnosing Your Samsung Android Device

Using Samsung’s official Diagnostics app is very easy. You just have to follow the onscreen instructions when the app runs. Of course, you first have to get the app installed in your Samsung device and then run the app. You can get the Diagnostics app free from the Android Market.

Once the app is installed, you can follow these steps to diagnose your phone’s problem:

Open the application. It will let you choose whether to “Diagnose Problem,” see the “Device Tutorial,” or view “System information” of your device. (If you want to skip the tutorial, you can go directly to “Diagnose Problem”.)

After you choose to diagnose the problem, the app will then ask you what the nature of your problem is. You have to choose one area to troubleshoot. For instance, specify whether the nature of your problem is with the device’s display, Bluetooth connection, USB connection, using Adroid Market, camera, using TV out, battery, and the like. You can browse through the guide questions that can help nail down the problem that you are experiencing.

The app will then describe to you what could possibly be causing the problem, as well as the settings that you need to alter to fix the problem. In the example below, the phone has a Bluetooth connectivity problem because Bluetooth is not turned on; the screen also shows the path to the right Settings screen.

If you want to know about the overall status of your Samsung device, you can also choose to see your phone’s system information. This will provide information such as the device ID, the Wi-Fi address, and the like.

In some instances, there might be problems with your device that the app could not help you solve. This could mean that you need a technician to check your phone. In other instances, users may not be able to use the tool at all and therefore need live assistance. In these cases, the user may connect to the Samsung’s online customer help center through the app.

The Samsung Diagnostics tool can be a big help to you if you are an owner of a Samsung-made Android device. One of the best things about it is that it is absolutely free. Just go to the Android Market and download the app right away. With this app, you can diagnose your Samsung devices on-the-go, anytime, and anywhere.

What do you think of Samsung’s idea to provide a free troubleshooting app for its Android devices? Do you think other manufacturers such as HTC, Motorola, LG, and other should follow suit?

  • R Hillier

    Hi, I have downloaded koi screen lock onto my Samsung Galaxy note and now I can’t get in at all. I have restarted the handset few times and also removed the battery but no success. I can’t answer the calls or do anything with it at all. When screen opens up and I slide the lock to unlock, screen goes to sleep. Is there anything I can do and reset the phone without switching it on
    Thank you ever so much

  • John

    Oh no, this does not deserve your attention. “Extra power is necessary to energise the3 wifi circuitry…” an to make my battery last longer I have to turn off the wifi??? Oh smart…. tipical Samsung. I already know what this app has to say…

  • quin

    I have a problem with home button and seach button

  • Debbie

    .My galaxy note will not turn off nor turn on , it makes a high pitch nose and keeps sounding like it is turning off but does not. Has anyone had this problem or know how to fix it. thanks

  • blanche

    Worst f–king I have ever had. want to stomp it. Cost way to much money for not being able to use it. went
    to wisconsin could not call anyone when I had car trouble.

  • nuala

    I have a galaxy 3 mini mobile and cannot see apps I install. I re install and am told they are installed. Can you help thanks.

  • Mark

    i charged my battery to 100% and used it the next day for a 5 min phone call and accessed 2 or 3 e mails. my phone shut off no batter power left…i charged it to 100% again and same thing happened. i replaced the battery thinking that was the problem cause it was a year old. Same thing happened. I emptied all the old e mails in outlook to make sure that wasnt draining it . still happening. someone said i have too many aps running? i have made no changes to my phone and its been fine for a year. help
    i need it for work?

    • Kim Wadland Wynne

      I am having thid issue as well. Waiting for new battery in the mail now am not so excited. Really dont want to factory reset!

  • wendy

    I just got an Android Jellybean 4.3 tablet pc and used it for 10 minutes. The screen is now dark and will not turn back on. It looks like the screen is lighter but nothing is on it.

  • Blanca

    Please help! I have a Samsung Note 2 and have been recording videos of my baby. Now when I try to watch them half the videos links have a broken symbol with a message saying Sorry cannot play video. They aren’t saved onto an SD card and only some of the videos have this issue.

    Can anyone please help me with this problem.

  • Juliet

    Hi I have had a weird problem with my Samsung Note last few days. I have been receiving random callers calling me back saying that I have called them when I have not. I thought there was a virus on my phone and got it set back to factory settings and reset everything but this did not work. As the random callers just started again. I am at a lost, what could be the problem. Has my phone been hacked or is it a scam that is administered by some hacker?????

  • Jayne Wilson

    My son has a Samsung galaxy S II lite phone, which he pattern protected. He passed away and his friends tried to get into the phone and they couldn’t. Now I found the pattern but it says I have too many pattern attempts, i need his username and password, any way around this without wiping the phone clean. I would like to see his videos and pictures again. His mom

  • Riyaz

    My sdous2is pattern lock is not open pls give me answer

  • mohd effendy adenan

    hi….currently I’m using galaxy note 2…..well my problem now is when incoming call my phone turn to silence mode…how to fix it??


    I have samsung S3 Model No.19300 Problem: when I charge battery ,it gets discharged instead of getting discharged.I changed the battery to a new one.The same problem still exists.Don’t know what to do.Phone is just an year old.Can anybody help me ?

  • KCH

    Samsung S4 refuses to pick up business emails, claiming there is no available memory. There is 40 GB capacity free and available on the SD card. The 16 GB device memory (this is like buying a 2 ton truck then having to subtract the weight of the truck to find the usable capacity) says it has 555 MB available space. Something called “Cached Data” consumes 2.57 GB and “Miscellaneous files” consumes 6.53 GB. Browsing and searching indicates there is no folder named “Cached Data” or “Miscellaneous files”. Nor is it possible to find the 236 MB of Pictures or Videos claimed to reside in Device Memory. Browsing Device memory shows only 300 GB of data stored there. The remaining 16 GB remains inaccessible to be managed. Advice online instructs to purge Cached Data. No one says what Cached Data is. Directions to delete it indicates it is trash. Why is my phone saving 2.57 GB of trash that I must manually delete? Why is this trash data given priority over my business emails. How do I use the 40 GB available on my SD card as space to save email. Why isn’t it possible to use the available 40 GB which I bought to eliminate these kinds of problems so my phone will be useful? How do I save data such as email, music, photos, Smemos, or anything else I create or pay for in a location where it can be managed?