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You are here: Home / Galaxy S4 online manual / Part 10: Troubleshooting

Part 10: Troubleshooting

Return to Galaxy S4 Online Manual Home

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.
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Reader Interactions

Comments

  1. dmo says

    August 4, 2013 at 5:09 pm

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

    Zoom worked when I got the camera.

    Reply
    • simon says

      August 5, 2013 at 12:09 pm

      Did you try to reset camera settings? (if you want to know how to reset the camera, read this page, near the bottom: https://allaboutgalaxys4.com/galaxy-s4-online-manual/camera/)


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      Reply
  2. janeen says

    August 12, 2013 at 12:03 am

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

    Reply
    • simon says

      August 12, 2013 at 1:19 pm

      Just press power button, then choose Restart. It will go back to normal.


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      Reply
  3. Eran says

    August 18, 2013 at 6:07 am

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

    Reply
  4. becky says

    August 19, 2013 at 6:17 pm

    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.

    Reply
    • simon says

      August 20, 2013 at 1:32 pm

      you can reset the app by clearing data in application manager (under all).


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      Reply
  5. Marco says

    September 2, 2013 at 6:27 pm

    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….

    Reply
    • simon says

      September 3, 2013 at 1:41 pm

      You can connect your S4 to PC (with a USB cable), then delete any files in that folder.

      Alternatively, you can un-sync with dropbox or other storage services you are using, then clear the cache for gallery.


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      Reply
      • Marco says

        September 4, 2013 at 4:42 pm

        Thank you! It worked. 🙂

        Reply
  6. valencia says

    September 9, 2013 at 9:32 pm

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

    Reply
    • simon says

      September 10, 2013 at 11:30 am

      Do you mean software update?

      If it is software update, you can try to use Kies on your PC.


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  7. Anonymous says

    October 29, 2013 at 12:51 pm

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

    Reply
  8. ufelix says

    November 11, 2013 at 7:41 am

    how do i deactivate flight mode

    Reply
    • simon says

      November 11, 2013 at 1:51 pm

      Settings–More networks.You can also find in quick setting panel.


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      Reply
  9. Lesli says

    November 22, 2013 at 12:15 am

    Changed phone number now no flashing indicator for email arrivals.

    Reply
    • simon says

      November 22, 2013 at 2:09 pm

      Did you check the email notification settings?


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      Reply
  10. Sam says

    November 28, 2013 at 5:16 am

    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?

    Reply
    • simon says

      November 28, 2013 at 1:42 pm

      You may try to find out the app that drains the battery. You can reboot your S4, then install CPUSpy (https://play.google.com/store/apps/details?id=com.bvalosek.cpuspy) and BetterBatteryStats (http://forum.xda-developers.com/showthread.php?t=1179809).

      Here is a guide for Galaxy Note, but it is useful for S4 if you want to find out the culprit app. (http://allaboutgalaxynote.com/how-to-solve-battery-issues-after-ics-update-in-your-galaxy-note/)


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      Reply
  11. Sam says

    November 29, 2013 at 4:18 am

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

    Reply
  12. Kim says

    April 5, 2014 at 6:09 pm

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

    Reply
    • simon says

      April 6, 2014 at 2:09 am

      Did you add this contact to reject list? You can open contacts app, find this contacts, tap the menu key and to see whether you added him in the rejected list before.


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      Reply
  13. Anon says

    April 14, 2014 at 12:15 pm

    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.

    Reply
    • simon says

      April 14, 2014 at 1:11 pm

      Did you try to clear cache and data for both Google Play Store AND Google Services Framework?


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  14. Mark says

    April 16, 2014 at 12:08 am

    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

    Reply
    • simon says

      April 16, 2014 at 5:38 am

      There are some accessibility settings you may try (setting- device – accessibility). But they are different from 5s.


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  15. charmaine says

    April 27, 2014 at 10:32 am

    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.

    Reply
    • simon says

      April 27, 2014 at 1:53 pm

      I did not get your question. Would you please elaborate?


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  16. Ro says

    July 22, 2014 at 9:29 am

    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

    Reply
    • simon says

      July 22, 2014 at 12:30 pm

      if you set the phone in mute mode (not vibrate), normally there should be no shutter sound.

      if you still get shutter sound in mute mode, you may try this app: http://forum.xda-developers.com/showthread.php?t=2502522


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      Reply
  17. beverly mays says

    September 6, 2014 at 11:36 pm

    Clock does not alarm? HELP HELP ! ! !

    Reply
    • simon says

      September 7, 2014 at 2:02 am

      The alarm only works when the phone is on. If the phone is off, it will not alarm.


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  18. arsailman says

    September 13, 2014 at 4:28 am

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

    Reply
    • simon says

      September 13, 2014 at 1:41 pm

      If the apps you are not going to use them, you can uninstall (if it is installed by you) or turn off (if it is pre-installed) these apps in Settings–Application manager.

      If you still need the app, you may try “Greenify” (https://play.google.com/store/apps/details?id=com.oasisfeng.greenify&hl=en )


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  19. arsailman says

    September 13, 2014 at 4:32 pm

    Thank you…

    Reply
  20. oke temitope says

    October 23, 2014 at 8:00 pm

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

    Reply
    • simon says

      October 23, 2014 at 11:53 pm

      You sim card probably is not activated. Did you very any notifications on sim card?


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  21. lisa says

    December 6, 2014 at 10:10 pm

    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!

    Reply
    • simon says

      December 7, 2014 at 1:50 am

      if the phone cannot boot up, you may have to visit local Samsung service centre to repair.

      You may try to remove the battery, wait a while, put it back, then try again.

      You may also check whether the phone can boot into recovery mode (press and hold 3 buttons: Home + volume up + power until recovery logo appears on the screen).

      Anyway, what changes did you make to the phone?


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      Reply
  22. Netfa Bandele says

    February 3, 2015 at 12:18 pm

    Battery not holding charge,

    Reply
    • simon says

      February 3, 2015 at 10:35 pm

      Probably the battery is too old. Normally, battery will lose 20-50% capacity after 500 charging cycles.

      You may get a new battery and try again. Please try to get the official one. Poor quality battery may damage your phone.


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  23. Jen says

    February 20, 2015 at 9:38 pm

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

    Reply
    • simon says

      February 22, 2015 at 3:11 am

      It depends on the incoming email server type. If it is POP3, it just download new emails, and you have to clean up manually. For IMAP, by default, it will load latest email list only.


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  24. Anne Keenan says

    March 6, 2015 at 7:02 pm

    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?

    Reply
    • simon says

      March 7, 2015 at 3:29 am

      It could also be due to insufficient ram, or overheating, or some of your settings or some other apps (especially task manager and antivirus apps)

      Can you play the video or game when connecting to the charger?

      Anyway, if the problem persists, you should backup your phone and then try a factory data reset.


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      Reply
  25. Anne Keenan says

    March 7, 2015 at 5:50 am

    Works perfectly on charge

    Reply
  26. Benjamin Cook says

    April 18, 2015 at 6:57 am

    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.

    Reply
    • simon says

      April 20, 2015 at 12:15 am

      Did you try to reboot the phone?

      You may backup the phone and perform a factory data reset.

      If it’s a hardware problem, you have to visit local Samsung service center to repair it.


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  27. Kelli says

    May 26, 2015 at 8:34 pm

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

    Reply
    • simon says

      May 26, 2015 at 10:35 pm

      Reboot your phone to see whether the number badge shows again.


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  28. Anonymous says

    May 27, 2015 at 12:23 pm

    Did not work 🙁

    Reply
  29. James Fergerson says

    October 25, 2016 at 5:49 pm

    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

    Reply
    • simon says

      October 26, 2016 at 2:25 pm

      It depends on your carrier. You cannot use other carrier’s number.

      Normally, the setting is the SIM card already and you should not change such settings. if you have sms issues, you should check your carrier. Do not mess up the phone.


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  30. Stan Kushner says

    March 3, 2018 at 2:59 pm

    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.

    Reply
    • simon says

      March 5, 2018 at 10:15 am

      You may try to clear cache partition in recovery mode. You may refer to this guide
      http://galaxys5guide.com/samsung-galaxy-s5-how-to-guides/how-to-enter-galaxy-s5-recovery-mode


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  31. DLA says

    March 6, 2018 at 4:15 pm

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

    Reply
    • simon says

      March 7, 2018 at 2:04 am

      You need to enable Google voice typing in the phone settings. You can find it as an individual keyboard along your Samsung keyboard. You need to enable it. Then you can see the icon in your keyboard.


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  32. Pat says

    August 26, 2019 at 9:29 pm

    Every resource to fix error message “unfortunately Bluetooth share has stopped” says to show system and hit Bluetooth share and bluetooth midi ?service?. The Bluetooth app does not show up under list of my applications! Why?? How can I get rid of this error message popping up frequently and sometimes 5-7 times in a row when trying to get it to disappear??

    Reply
    • simon says

      August 27, 2019 at 11:27 am

      Did you try to reboot the phone to see whether it helps?


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  33. Pat says

    August 28, 2019 at 4:54 am

    What do you have to do to reboot? I turn it off and on, but haven’t heard of rebooting?

    Reply
    • simon says

      August 28, 2019 at 11:17 am

      Reboot (restart) is similar to Power off+Power on.

      If you reboot the phone into safe mode, do you still get the notification?

      You can also try to reboot into recovery mode to clear the cache partition.


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  34. Rob says

    June 7, 2020 at 8:51 am

    S4 GT-I9500 displays battery icon when plugged in which flashes on and off (about 2-3 second intervals) – no other icon afterwards (usually the percentage icon). That’s all – won’t switch on – tried all buttons – held power button down for over 7 seconds – nothing. Battery icon now flashing for hours with no sign of unit turning on. Tried replacing battery – still nothing.

    Reply
    • simon says

      June 15, 2020 at 11:40 am

      the battery icon appears because the battery is fully discharged. You cannot turn the phone on when it is fully discharged. You have to wait a few mins. But it seems the battery cannot be charged. You can try a different charger and a different cable. in the worst scenario, you can buy a replacement battery if the battery is dead (unlikely).


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