Part 10: Troubleshooting


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When you turn on Galaxy S4 or while you are using Galaxy S4, 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 Galaxy S4.
  • 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.

Galaxy S4 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.
  • You cannot access some options without a subscription. Contact your service provider for more details.

The Galaxy S4 touch screen responds slowly or improperly

If Galaxy S4 touch screen is not responding properly, try the following:

  • Remove any protective covers from the touch screen. Protective covers may prevent the device from recognising your inputs and are not recommended for touch screen devices.
  • Ensure that your hands are clean and dry when tapping the touch screen.
  • 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, take it to your local Samsung Service Centre.

Galaxy S4 freezes or has fatal errors

If Galaxy S4 freezes or hangs, you may need to close programs or reset Galaxy S4 to regain functionality. If Galaxy S4 is frozen and unresponsive, press and hold the Power button for more than 7 seconds. Galaxy S4 reboots automatically.

If this does not solve the problem, perform a factory data reset. On the Applications screen, tap Settings → Accounts → Backup and reset → Factory data reset → Reset device → Erase everything.

Calls are being dropped

When you are in areas with weak signals or poor reception, you may lose your connection to the network. Move to another area and try again.

Outgoing calls are not connected

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

Incoming calls are not connected

  • Ensure that Galaxy S4 is turned on.
  • Ensure that you have accessed the right cellular network.
  • 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.

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. Move to another area and try again.

When dialling from contacts, the call is not connected

  • Ensure that the correct number is stored in the contact list.
  • Re-enter and save the number, if necessary.
  • Ensure that you have not set call barring for the contact’s phone number.

The device beeps and the battery icon is empty

Your battery is low. Recharge or replace the battery to continue using the device.

The battery does not charge properly or Galaxy S4  turns off

  • The battery terminals may be dirty. Wipe both gold-coloured contacts with a clean, soft cloth and try charging the battery again.
  • If the battery no longer charges completely, dispose of the old battery properly and replace it with a new battery (refer to your local ordinances for proper disposal instructions).

Galaxy S4 is hot

When you use applications that require more power or use applications on Galaxy S4 for an extended period of time, Galaxy S4 may feel hot to the touch. This is normal and should not affect Galaxy S4’s lifespan or performance.

Error messages appear when launching the camera

Your Galaxy S4 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 Galaxy S4.
  • Restart Galaxy S4. If you are still having trouble with the camera application after trying these tips, contact a Samsung Service Centre.

Error messages appear when opening music files on Galaxy S4

Some music files may not play on Galaxy S4 for a variety of reasons. If you receive error messages when opening music files on Galaxy S4, try the following:

  • Free some memory by transferring files to a computer or deleting files from Galaxy S4.
  • 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 Galaxy S4 supports the file type.

Another Bluetooth device is not located

  • Ensure that the Bluetooth wireless feature is activated on Galaxy S4.
  • Ensure that the Bluetooth wireless feature is activated on the device you wish to connect to, if necessary.
  • Ensure that Galaxy S4 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 Galaxy S4 to a computer

  • Ensure that the USB cable you are using is compatible with Galaxy S4.
  • Ensure that you have the proper drivers 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 2.0 or Windows Media Player 10 or higher installed on your computer.

A small gap appears around the outside of Galaxy S4 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.


  1. “cannot zoom in or out in this mode”.
    No matter what mode I select, I get this message.
    Tried looking around, but no luck.

    Zoom worked when I got the camera.

  2. My phone is on safe mode. And my downloaded apps are gone

  3. Had the same problem, and just figured it out: you have to change the home screen mode from easy to standard.

  4. can you reset the email account entered on S Health? there was an error in the information and now it won’t allow full access.

  5. Hi! Does anyone know how I can delete the pictures in the ‘camera upload’ folder? I have more then 1000 pictures here that take almost 5GB. There is no option to delete in the menu here….

  6. i get a txt msg that says download available but when I try to, it always fails. am I doing something wrong?

  7. jak moge odblokowac polaczenia Nie znam kodow pin ani puk
    nie pamietam mam stara karte sim z T-mobile

  8. how do i deactivate flight mode

  9. Changed phone number now no flashing indicator for email arrivals.

  10. My battery doesn’t last long and mt phone isnt even a week old. Bluetooth is off. Maybe it’s the weather updates on the homescreen? How do I remove the weather on the home screen?

  11. Thanks a mill. Will try it. And thank you for your time.

  12. Suddenly I have one contact that I cannot text or receive texts from. How do I fix this?

  13. I am having a problem with downloading apps on google play. The errors are 492 and 961, i tried clearing the cache and still no luck. Please help.

  14. My mother is extremely hard of hearing. Is there any way of amplifying the sound coming through or block background noise? I saw that functionality on the 5s with the TTY function or the noise suppression feature

  15. Why do I have Wi-Fi direct in my gallery. What happens if I disable it. have tried to stop it but it does not work.

  16. How did we turn the shutter off when you take a photo. I have turned the volume and silent the phone but still have the shutter noise when you take photos

  17. beverly mays says:

    Clock does not alarm? HELP HELP ! ! !

  18. How do I turn off apps that are eating up battery power???

  19. Thank you…

  20. oke temitope says:

    i can not dial out any number on my phone. what do i do please?

  21. Can someone tell me what to do? when I turn my Galaxy s4 on it get to where the Verizon logo shows and won’t go any further. please help!

  22. Battery not holding charge,

  23. How do I limit the # of emails I can view on phone? It is showing 2000+ only need to see last 100 or so.??

  24. Anne Keenan says:

    Hi my galaxy 4 keeps switching off if I try to play a video clip or play a game and I have to connect it to a charger to get it to come back on and it shows that I have more than 50% of battery left?

  25. Anne Keenan says:

    Works perfectly on charge

  26. Benjamin Cook says:

    My screen went dark. Sound works, but the screen flickered and now is dark and I cannot see my screen to be able to use my phone.

  27. When I have a missed call it no longer shows on the phone Icon on my home screen. Why is that?

  28. Anonymous says:

    Did not work 🙁

  29. Can some tell me the phone number in the block under message center, click on messaging, then on lower left corner, then on settings,then on message center. I can’t send any text, deleted no. by mistake. thanks

  30. Stan Kushner says:

    Hi, My Samsung Galaxy 4 keeps powering off then powers on then off then on etc. The main screen is always blank until it powers on, then the music starts and then it powers off. I’ve taken the battery out and waited 5 minutes and re-installed it. The same thing happens. Is there anything else I can try? Stan.

  31. How can I get the mic key on the keyboard on a Samsung S4 Active so that I can speak my messages?

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