OGT: Appendix 1- New GCIC Symptom and …support-us.samsung.com/nas/decisiontree/201310241236026...Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution

Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes

© 2013 Samsung Telecommunications America, LLC. Samsung is a registered trademark of Samsung Electronics Co., Ltd. Other

company names, product names, and marks mentioned herein are the property of their respective owners and may be trademarks or

registered trademarks. Screen images simulated. Appearance of phone may vary. Application sequences shortened.

Revised October 23, 2013

Voice of the Customer

1

Appendix 1- New GCIC Symptom and Resolution Codes OGT:Recognizing GCIC Ticket and Coding Procedures

Overview and Purpose

This appendix supplements the Recognizing New GCIC Symptom Codes and Correct Coding Procedures OGT and provides a reference to the new GCIC Symptom Codes released October 2013.

The GCIC Symptom Code design consists of three categories of symptoms, a resolution, and status code. Symptom 1 category selection represents global broad categories to describe customer’s support requests. Symptom 2 and Symptom 3 codes will change dynamically depending on the previous code selection. The Resolution code automatically populates based on the selection of codes in symptoms 1-3. Status code options change dynamically depending on the symptom code string selected, and agents should follow existing policies in place for choosing pending, transfer to service request, closed with consultation, or other available options.

To review updated GCIC Symptom and Resolution Codes, refer to the following table.

Symptom 1 Symptom 2 Symptom 3 Resolution Notes

Accessories

3rd Party (Non OEM) 3rd Party Battery Explain usage

4th Party (Non OEM) 3rd Party BT Accessory Explain usage

5th Party (Non OEM) 3rd Party Car Charger Explain usage

6th Party (Non OEM) 3rd Party Case Explain usage

7th Party (Non OEM) 3rd Party HFCK/HFHS Explain usage

Adapters/ Dongle Dongle Issues Explain usage

Adapters/ Dongle HDMI Adapter Explain usage

Adapters/ Dongle SD Adapters Explain usage

Adapters/ Dongle USB Adapters Explain usage

Bluetooth Accessories Audio Issues/ Bluetooth Accessory

Explain usage

Bluetooth Accessories Bluetooth Keyboard Explain usage

Bluetooth Accessories Button Failure/ Bluetooth Accessory

Explain usage

Bluetooth Accessories Compatibility Questions/ Bluetooth Accessory

Check compatibility

Bluetooth Accessories Installation Issues/Inquiry

Check compatibility


© 2013 Samsung Telecommunications America, LLC. All Rights Reserved



2


Accessories (cont.)

Bluetooth Accessories Intermittent Connectivity Check compatibility

Bluetooth Accessories Issues With Voice Dial Check compatibility

Bluetooth Accessories LED Light Not Working Check compatibility

Bluetooth Accessories Mfg. Vehicle Car Kit Compatibility

Check compatibility

Bluetooth Accessories Physical Damage/ Bluetooth Accessory

Service Order

Bluetooth Accessories Replacement Parts Explain usage

Bluetooth Accessories Will Not Bond/Pair/ Bluetooth Accessory

Check compatibility

Bluetooth Accessories Will Not Charge/ Bluetooth Accessory

Service Order

Bluetooth Accessories Will Not Power Up/ Bluetooth Accessory

Service Order

Case Issues Case Causes Discoloration

Check compatibility

Case Issues Case Does Not Hold Phone

Check compatibility

Case Issues Case Interferes with Operation

Explain usage

Case Issues Compatibility Questions/ Case Issue

Explain usage

Case Issues NFC Issue Explain usage

DOA Battery Cover Battery Cover Request Information provided

DOA Battery Cover No Battery Cover Available

Information provided

Docking Station Docking Station Will Not Charge

Service Order

Docking Station HDMI Issues Check compatibility

Docking Station No Audio Check compatibility

Docking Station Physical Damage/ Docking Station

Service Order

Hands Free Accessory Issues

Blinking/Solid Lights Explain usage


Button Failure/ HFAI Explain usage





3


Accessories (cont.)


Compatibility Questions/ HFAI

Explain usage


Cradle Will Not Hold Phone

Explain usage


No Lights Explain usage


Physical Damage/ Wired Accessory

Service Order


Poor Receive/Transmit Audio

Service Order


Speakers Inquiry Explain usage


Will Not Enter Hands Free Mode

Service Order


Wrong Part Number Information provided

Memory Card / Card Reader

Cannot Format Card Explain usage


Cannot Read/Write From Card

Explain usage


Card Stuck Service Order


Compatibility Question/ Memory Card

Explain usage


Physical Damage/ Memory Card

Service Order

Other Hardware Data Cable Explain usage

Other Hardware S Pen Issues Explain usage

Other Hardware Stylus Inquiry Explain usage

Tech Tiles Cannot Read Explain usage

Tech Tiles Cannot Write Explain usage

Tech Tiles Physical Damage Explain usage

Applications

3rd Party (Non OEM) Application Freezing Try other apps / Reboot phone

4th Party (Non OEM) 3rd Party Hardware/ AllShare

Explain settings

5th Party (Non OEM) Adobe Flash Support Inquiry

Explain settings





4


Applications (cont.)

6th Party (Non OEM) Compatibility Issue/ Application

Explain settings

7th Party (Non OEM) Download Error/ Application

Try other apps / Reboot phone

8th Party (Non OEM) Game Failure Try other apps / Reboot phone

9th Party (Non OEM) Installation Error/ Application


10th Party (Non OEM) Media Player Error Try other apps / Reboot phone

11th Party (Non OEM) Movie Failure Try other apps / Reboot phone

12th Party (Non OEM) Pre/Installed Application Error


13th Party (Non OEM) Pre/Installed Application Missing

Backup data / Factory reset

14th Party (Non OEM) Security Codes Explain settings

Non Samsung Applications ( 3rd Party)

3rd Party Application Error


Non Samsung Applications ( 3rd Party)

3rd Party Application Inquiry

Explain settings

Widget Compatibility Explain settings

Widget Not Working Try other widgets / Reboot phone

Widget Unable to Delete Explain settings

BBY SES

Smart Tool Login FSS - Referred to Geek Squad

Smart SW Update FSS - Referred to Samsung Warranty

Smart SW Recovery FSS - Resolution not validated

Smart Binary DL FSS - PC Swap

Smart Driver Issue BBY Chat - Referred to FSS

Smart PC Issue FSS - Advanced Exchange

Smart Switch Mobile app FSS - Issue resolved by SMART





5


BBY SES (cont.)

Smart Switch PC app

Non-STA NX Camera

Non-STA Smart TV

Non-STA PC

Non-STA Wi-Fi Tab

Non-STA Wi-Fi Galaxy Camera

Home Sync Inquiry

Home Sync Network Issue

Store Issue Kumoh Security

Store Issue Outlook/Email

Store Issue Retail Mode

Store Issue Samsung Academy

Store Issue Missing/Broken Demos

Store Issue No LAN

Connectivity

3rd Party (Non OEM) 3rd Party GPS Issue Forwarded to Dealer/Shop

Bluetooth Bluetooth Connection Drop/Issues

Check compatibility

Bluetooth Bluetooth Sync Issues Check compatibility

Bluetooth Cannot Pair/Bond Check compatibility

Bluetooth Compatibility/ Bluetooth Explain settings

Bluetooth Low/Limited Range/ Bluetooth

Check compatibility

Bluetooth Not Discoverable/ Bluetooth

Check compatibility

Bluetooth Profile Inquiry Explain settings

Data Settings Configuration

Configuration Issue/Data

Explain settings


Download Error Explain settings


My Page Explain settings


Network Issue Explain settings


Software Issue Explain settings





6


Connectivity (cont.)

GPS Acquiring Location Check network connections

GPS Carrier Navigator Feature Assistance

Contact service provider

GPS Google Maps Issue Check network connections

GPS Location Displayed is Not Accurate

Check network connections

GPS Weak Signal/Coverage Error Display


NFC NFC Compatibility Explain device compatibility

NFC NFC Connection Drop/Issues

Steps to activate/ deactivate the NFC option

NFC Unable to Share File / S Beam

Explain device compatibility

NFC Unable to Share URL, Contact, Event


Wi/Fi Direct Cannot Connect Single / Multi Devices

Troubleshooting steps (explain activation and functioning)

Wi/Fi Direct Not Discoverable/ Wi/Fi Direct


Wi/Fi Direct Unable to Share File / Wi/Fi Direct


Wi/Fi Direct Wi/Fi Direct Compatibility Inquiry


Wi/Fi/ Home Base Station

Authentication Issue Troubleshooting steps ( Reboot / Try with other networks with or without password)


Connection Drop Check network connections


HBS Power Issues Troubleshooting steps ( Reboot / Try with other networks with or without password)





7


Connectivity (cont.)


Low/Limited Range/ Wi-Fi

Troubleshooting steps ( Reboot / Try with other networks with or without password)


Not Broadcasting SSID Check network connections


Not Discoverable/ Wi-Fi Check network connections


Speed Issues Explain device compatibility


Wi/Fi/HBS SW/HW Configuration



Wi-Fi Compatibility Inquiry


WiMax Low Signal Check network connections

WiMax No Power Check network connections

WiMax No Signal Check network connections

Wireless Web JavaScript Not Working Explain device compatibility

Wireless Web Login / Password Issues


Wireless Web Service Not Available/Error Me


Wireless Web Service Not Available/Error Message


Wireless Web Text Mode/Input Issues Explain device compatibility

Enterprise (B2B)

Enterprise/Developer Hardware Request Forwarded to Dealer/Shop

Enterprise/Developer SDK (Software Development Kit) Information

Forwarded to Dealer/Shop

Enterprise/Developer Software Request Forwarded to Dealer/Shop





8

Symptom 1 Symptom 2 Symptom 3 Resolution Notes Hardware Issue Sim Issue Cannot Be Removed Repair

Enterprise (B2B) (cont.)

Sim Issue Not Recognized/Can't Read


Temperature Issues Phone displays a thermometer

Repair

Temperature Issues Phone is warm while charging

Repair

Temperature Issues Phone is warm while in use

Repair

Manual Request

AT&T AT&T Official information provided

AT&T Braille Manual Official information provided

AT&T Large Print Manual Official information provided

Other Carriers US Cellular Official information provided

Sprint Sprint Official information provided

Sprint Braille Manual Official information provided

Sprint Large Print Manual Official information provided

T/Mobile T/Mobile Official information provided

T/Mobile Braille Manual Official information provided

T/Mobile Large Print Manual Official information provided

Verizon Verizon Official information provided

Verizon Braille Manual Official information provided

Verizon Large Print Manual Official information provided

Menu / Common Application ( Native)

Alarm Alarm Issue Instructions provided

Alarm Alarms/Alerts Inaudible Instructions provided





9


Menu / Common Application ( Native) (cont.)

Audio/Speaker/Sound/Vibration

Caller ID/Group Ringtone Not Working

Explain settings


Constantly Vibrates Explain settings


Device Sounds Inaudible



Doesn't Vibrate Backup data / Factory reset


Headphone Jack Connection Issue

Repair


Speakerphone Not Working



Speakerphone Poor Audio


Camera / Video Best Shot Issue Check settings

Camera / Video Burst Shot Issue Instructions provided

Camera / Video Camera Blurry Check settings

Camera / Video Camera Effects Not Working

Check settings

Camera / Video Camera Error Message Backup data / Factory reset

Camera / Video Camera Flash Check settings

Camera / Video Camera Specific Instructions provided

Camera / Video Camera Will Not Rotate Check settings

Camera / Video Camera Zoom Check settings

Camera / Video Memory Full/ Camera Troubleshooting steps

Camera / Video No Video/Audio Troubleshooting steps

Camera / Video Quality Issues Troubleshooting steps

Camera / Video Settings Issue Check settings

Camera / Video Share Shot Issue Check settings

Direct Call Calls Another Caller Troubleshooting steps

Direct Call Direct Call Not Working Troubleshooting steps

Downloaded Content (Files)

Cannot Delete Check settings


Cannot Use/ Locate Check settings





10


Menu / Common Application ( Native) (cont.)


Compatibility Inquiry/ Downloadable Content

Check settings


Memory Full/ Downloadable Content

Check settings

Internal Menu Calendar Issue Check settings

Internal Menu Display Settings Issue Check settings

Internal Menu Icon Inquiry Instructions provided

Internal Menu Time/Date Issue Check settings

Internal Menu Wallpaper Issue Check settings

Media Player Cannot Play Audio/Video

Check settings

Media Player Does not Initialize Check settings

Media Player No Audio/ Media Player Check settings

Media Player Supported Media Inquiry

Check settings

Voice Command Voice Not Recognized Check settings

Voice Command Will Not Launch Check settings

Messaging

Email Account Compatibility Check settings

Email Deleting from Phone and PC

Check settings

Email Email Configuration/Settings Assistance

Check settings

Email Return After Deleting Check settings

Email Unable to Send Attachment

Check settings

Email Unable to Send/Receive Check settings

MMS, SMS Cannot Attach Items Contact service provider

MMS, SMS Cannot Delete Contact service provider

MMS, SMS Cannot Send/Receive Contact service provider

MMS, SMS Messaging Config/Settings Assistance


MMS, SMS Special Character Input Instructions provided

Text message Activation SMS Contact service provider





11


Operation System Issue

Phone Freezing Freeze/Delay Between Menu Function


Phone Freezing Freeze/Delay Between Menu Functions


Phone Freezing Freezes On Application Backup data / Factory reset

Phone Freezing Freezes While Booting/Powering Up


Phone Freezing Freezes With Error Code


Phone Freezing Freezing While on Charger


Platform / Software Boot Up Failure Backup data / Factory reset

Platform / Software Operating System Issue Backup data / Factory reset

Physical Damage

Cosmetic Antenna Damaged / STD fee

Service Order Code used to charge customer for OOW repair

Cosmetic Handset Physical Damage / STD


Cosmetic Hinge Broken/Cracked / STD fee


Keypad / Side Keys / Front Key

Bottom Buttons Not Working

Service Order


Camera Button Not Working

Service Order


Power Button Not Working

Service Order


Scroll Wheel Not Working

Service Order


Toggle key Not Working Service Order


Volume Button Not Working

Service Order





12


Power

Battery Issues Battery Low Talk/Stand By Time

Troubleshooting steps (try with another charger and another plug)

Battery Issues Battery Physical Damage

Service Order

Battery Issues Battery Will Not Charge Troubleshooting steps (try with another charger and another plug)

Battery Issues Cannot Read NFC Tag Check compatibility

Battery Issues Compatibility/ NFC Check compatibility

Battery Issues Low/Limited Range/ NFC

Check compatibility

Charger Issues Charger Light Issue Service Order

Charger Issues Charger Will Not Charge

Troubleshooting steps

Charger Issues Charging Time Inquiry Instructions provided

Charger Issues Compatibility Questions/ Charger

Check compatibility

Charger Issues Physical Damage/ Charger

Service Order

Charger Issues Voltage Input/Output Questions

Check compatibility

Charging Issues Battery Not Recognized Troubleshooting steps (try battery in another phone)

Charging Issues Charger Not Recognized

Troubleshooting steps (try battery in another phone)

Charging Issues Charging Connection Loose

Service Order

Charging Issues Charging Error Message


Charging Issues Charging w/o Being Connected


Charging Issues Phone Beeps w/o Being Connected






13


Power (cont.)

Charging Issues Phone Will Not Hold a Charge

Service Order

Charging Issues Will Not Fully Charge Service Order

Power Intermittent Power Down

Service Order

Power No Power After Upgrade

Service Order

Power Power Cycle Service Order

Power Will Not Power Up Service Order

Samsung Applications

Air View Speed Dial Preview Not Working

Explain settings

Air View Web Page Magnifier Not Working

Explain settings

AllShare/ AllShare Play Audio Poor/ AllShare Troubleshooting steps

AllShare/ AllShare Play Cannot Connect to Cloud Drive


AllShare/ AllShare Play Cannot Install/ AllShare Troubleshooting steps

AllShare/ AllShare Play Cannot Log In/ AllShare Troubleshooting steps

AllShare/ AllShare Play Compatibility/ AllShare Check compatibility

AllShare/ AllShare Play Connectivity Dropped/ AllShare


AllShare/ AllShare Play Unable to connect/ AllShare


AllShare/ AllShare Play Unable to watch video/ AllShare


AllShare/ AllShare Play Video Quality Poor/ AllShare


Game Hub Application Force Closing/ Game Hub


Game Hub Cannot Create Account Steps for configuring Samsung Account

Game Hub Cannot Sign In Steps for configuring Samsung Account

Game Hub Connection Issues/ Game Hub

Check compatibility

Game Hub Downloading Issues/ Game Hub

Check compatibility





14


Samsung Applications (cont.)

Game Hub Error Message/ Game Hub


Game Hub Game Hub Inquiry Troubleshooting steps

Game Hub Uninstalling Content Troubleshooting steps

Group Play Group Play Inquiry Instructions provided

Group Play NFC not working Troubleshooting steps

Group Play Not finding device Troubleshooting steps

Group Play Password Help Troubleshooting steps

Group Play Unable to create a group


Group Play Unable to join a group Troubleshooting steps

Group Play Unable to share files Troubleshooting steps

Group Play Unable to share game Troubleshooting steps

Group Play Unable to share music Troubleshooting steps

Group Play Unable to share pictures


Media Hub Application Force Closing


Media Hub Billing Issue Troubleshooting steps

Media Hub Cannot Download/Use Content/ Media Hub


Media Hub Connection Issues Check compatibility

Media Hub Content Save/Removal Troubleshooting steps

Media Hub Error Message/ Media Hub


Media Hub Media Hub Downloading Issues

Check compatibility

Media Hub Media Hub Inquiry Instructions provided

Media Hub Removing Content Troubleshooting steps

Media Hub Rental License Troubleshooting steps

Media Hub Video/Audio Quality/ Media Hub


Media Hub Voucher Redemption Instructions provided

Motions/Gestures Air Gesture not recognizing gesture






15



Motions/Gestures Gyroscope calibration not calibrating


Motions/Gestures Motion not recognizing gesture


Motions/Gestures Palm not recognizing gesture


Motions/Gestures Unable to answer call Troubleshooting steps

Music Hub Application Force Closing/ Music Hub

Check compatibility

Music Hub Audio Quality/ Music hub

Check compatibility

Music Hub Billing Issue/ Music Hub Troubleshooting steps

Music Hub Cannot Create Account/ Music Hub

Steps for configuring Samsung Account

Music Hub Cannot Sign In/ Music Hub

Steps for configuring Samsung Account

Music Hub Connection Issues/ Music Hub


Music Hub Device Not Recognized/ Music Hub

Check compatibility

Music Hub Downloading Issues/ Music Hub

Check compatibility

Music Hub Error Message/ Music Hub

Check compatibility

Music Hub Music Hub Inquiry Check compatibility

S Beam Not connecting Troubleshooting steps

S Beam Unable to Transfer Files Troubleshooting steps

S Health Comfort Level Not Working


S Health Exercise Mate Not Working


S Health Food Tracker Not Working


S Health Health Board Not populating


S Health Health Diary Not Working


S Health Not registering Troubleshooting steps





16



S Health S Health Inquiry Troubleshooting steps

S Health Walking Mate Not Working


S/Voice S/Voice Does not respond


S/Voice S/Voice Freezes Troubleshooting steps

S/Voice S/Voice Not Recognizing Commands


S/Voice S/Voice Not Working Properly


S/Voice S/Voice Repeats commands


Samsung Hub Audio/Video Quality Issue

Check compatibility

Samsung Hub Billing Issue/Samsung Hub


Samsung Hub Books not downloading Troubleshooting steps

Samsung Hub Music Not Downloading Troubleshooting steps

Samsung Hub Samsung Hub Connection Issues


Samsung Hub Samsung Hub Inquiry Troubleshooting steps

Samsung Hub Unable to download Games


Samsung Hub Unable to play Games Troubleshooting steps

Samsung Hub Unable to purchase Books


Samsung Hub Unable to purchase Music


Samsung Hub Unable to purchase Videos


Samsung Hub Videos Not Downloading

Check compatibility

Samsung Link 3rd Party Hardware/ Samsung Link


Samsung Link Audio/Video Poor/ Samsung Link






17



Samsung Link Cannot Connect to Cloud Drive


Samsung Link Cannot Install/ Samsung Link


Samsung Link Cannot Log In/ Samsung Link


Samsung Link Compatibility/ Samsung Link


Samsung Link Connectivity Dropped/ Samsung Link


Samsung Link Samsung Link Inquiry Troubleshooting steps

Samsung Link Unable to connect/ Samsung Link


Samsung Link Unable to watch video/ Samsung Link


Samsung Link Video Quality Poor/ Samsung Link


Samsung Software New/PC Studio Config Issue


Samsung Software New/PC Studio Connection Issue


Samsung Software New/PC Studio Install Issue


Samsung Software Tethered Modem Inquiry


Samsung Software USB Driver Issues Troubleshooting steps

Smart Screen Smart Pause Not Working


Smart Screen Smart Rotation Not Working


Smart Screen Smart Screen Inquiry Troubleshooting steps

Smart Screen Smart Scroll Not Working


Smart Screen Smart Stay Not Working Troubleshooting steps

Smart Switch Application Recommendation Not Working






18



Smart Switch Back Up File Not Recognized


Smart Switch Cannot Connect to MAC


Smart Switch Cannot Connect to PC Troubleshooting steps

Smart Switch NFC Issue Troubleshooting steps

Smart Switch Smart Switch Inquiry Troubleshooting steps

Smart Switch Unable To Download Troubleshooting steps

Smart Switch Will not transfer files Troubleshooting steps

Social Hub Buddies Now Will Not Update


Social Hub Daily Briefing Will Not Update


Social Hub Unable to sign into Facebook


Social Hub Unable to sign into LinkedIn


Social Hub Unable to Sign into MySpace


Social Hub Unable to Sign into Twitter


Social Hub Unable to Sync Calendar


Social Hub Unable to sync contacts Troubleshooting steps

Social Hub Unable to Sync Photos Troubleshooting steps

ChatOn Group Chat Instructions provided

ChatOn Installation Instructions provided

ChatOn Messages Not Received

Check settings

ChatOn Messages Not Sent Check settings

ChatOn Unable to Connect to App Server

Check settings

ChatOn Unsupported File Format

Instructions provided

Screen/Display LCD / Touch Panel / LED

LCD Backlight Is Dim Service Order





19


Screen/Display

LCD / Touch Panel / LED

LCD Blank Service Order


LCD Discoloration Service Order


LCD Segment/Line Missing

Service Order


LCD/Lens Physical Damage / STD



Particles Between Lens And LCD



Touch Screen Cracked / STD/LCD



Touch Screen Not Responding

Service Order

Software Update

Mobile OS Updates Freezes During Update Hard key reset

Mobile OS Updates Incomplete Software Update


Mobile OS Updates Kies Software update Incomplete

Download KIES/ inform about steps to follow

Mobile OS Updates No Radio After Update Instructions provided

Mobile OS Updates OTA Software update Incomplete

Forwarded to Service Provider

Mobile OS Updates OTW Software update Incomplete


Mobile OS Updates Software Reflash Service Order Code used for free software reflash

Mobile OS Updates update Status Availability


Mobile OS Updates update Tool Does Not Launch

Download KIES/ inform about steps to follow

Synchronization

Computer Sync Cannot Sync Media Troubleshooting steps

Computer Sync Data transfer issue / Calendar


Computer Sync Data transfer issue / Contacts






20


Synchronization (cont.)

Computer Sync Data transfer issue / Tasks


Computer Sync Import / Export Bookmarks


Computer Sync Mac Connectivity Issues Check compatibility

Computer Sync Server Error/ Data Troubleshooting steps

Computer Sync Server Error/ PC Troubleshooting steps

Computer Sync Speed Inquiry Information provided

Computer Sync Sync Application Error Troubleshooting steps

Computer Sync Unable to Transfer Files Troubleshooting steps

Computer Sync USB/Driver Setup Troubleshooting steps

Kies Device Not Recognized Troubleshooting steps

Kies Kies Cannot Sync Media


Kies Kies Data transfer issue / Calendar


Kies Kies Data transfer issue / Contacts


Kies Kies Data transfer issue / Tasks


Kies Kies Server Error close and re open Kies

Kies Kies Sync Error close and re open Kies

Kies Kies Unable to Transfer Files


Kies Mac Connectivity Issues w/Kies


Kies Unable to Install Troubleshooting steps

Windows OS PC Synchronization

Certificate Issues Troubleshooting steps


Data Loss/Corruption Upon Sync



Exchange Synchronization Issue



Firewall/Antivirus Issues Troubleshooting steps


ActiveSync Issue Troubleshooting steps





21


Synchronization (cont.)

Zune Cannot Transfer Files Troubleshooting steps

Zune Connection Issue Troubleshooting steps

Zune Does Not Recognize Device


Zune Installation Issue Troubleshooting steps

CALL QUALITY /SOUND

Coverage problems Echo Deactivate back noise during call

Coverage problems Echo Take off cover

Coverage problems Echo Inform about restart

Coverage problems Echo Backup data / Factory reset

Coverage problems Echo Forwarded to Dealer/Shop

Coverage problems Echo Service Order

Coverage problems Interrupted Calls Try another SIM in the phone / SIM in other phone

Coverage problems Interrupted Calls Inform about restart

Coverage problems Interrupted Calls Backup data / Factory reset

Coverage problems Interrupted Calls Forwarded to Dealer/Shop

Coverage problems Interrupted Calls Service Order

Coverage problems Poor Signal Contact service provider

Coverage problems Poor Signal Try another SIM in the phone / SIM in other phone

Coverage problems Poor Signal Inform about restart

Coverage problems Poor Signal Backup data / Factory reset

Coverage problems Poor Signal Forwarded to Dealer/Shop

Coverage problems Poor Signal Service Order

Coverage problems Poor/No Receive Audio Service Order

Coverage problems Poor/No Transmit Audio Service Order





22


CALL QUALITY /SOUND (cont.)

Coverage problems Noise during call Try another SIM in the phone / SIM in other phone

Coverage problems Noise during call Inform about restart

Coverage problems Noise during call Backup data / Factory reset

Coverage problems Noise during call Forwarded to Dealer/Shop

Coverage problems Noise during call Service Order

Coverage problems No coverage Try another SIM in the phone / SIM in other phone

Coverage problems No coverage Inform about restart

Coverage problems No coverage Backup data / Factory reset

Coverage problems No coverage Forwarded to Dealer/Shop

Coverage problems No coverage Service Order

Sound Problems No multimedia sound Troubleshooting steps/ sound settings

Sound Problems No multimedia sound Inform about restart

Sound Problems No multimedia sound Backup data / Factory reset

Sound Problems No multimedia sound Forwarded to Dealer/Shop

Sound Problems No multimedia sound Service Order

Sound Problems No ringtone sound Troubleshooting steps/ sound settings

Sound Problems No ringtone sound Inform about restart

Sound Problems No ringtone sound Remote

Sound Problems No ringtone sound Backup data / Factory reset

Sound Problems No ringtone sound Forwarded to Dealer/Shop

Sound Problems No ringtone sound Service Order





23


CALL QUALITY /SOUND (cont.)

Sound Problems Low volume/ No sound response

Troubleshooting steps/ sound settings


Inform about restart


Remote






Service Order

Sound Problems Speaker not working Troubleshooting steps/ sound settings

Sound Problems Speaker not working Inform about restart

Sound Problems Speaker not working Backup data / Factory reset

Sound Problems Speaker not working Forwarded to Dealer/Shop

Sound Problems Speaker not working Service Order

Sound Problems Head Phones not working

Check compatibility


Inform about restart






Service Order

Sound Problems Microphone not working Instructions provided

Sound Problems Microphone not working Inform about restart

Sound Problems Microphone not working Backup data / Factory reset

Sound Problems Microphone not working Forwarded to Dealer/Shop

Sound Problems Microphone not working Service Order





24


SPECIFICATIONS

Hardware RAM Memory Information provided (RAM capacity and utility)

Hardware Internal Memory Information provided (Internal memory capacity and utility)

Hardware Processor Official information from web page indicated

Hardware Ports Official information from web page indicated

Hardware SIM Card Contact Mobile Provider

Hardware SD Card Information provided (capacity/ class/ activation/ formatting)

Hardware Network Data Information provided (mobile data usage)

Hardware WI-FI Information provided (connection/ activation/ utilization)

Software Operating System Information provided (version/ usage)

Software Others Official information from web page indicated

Product Feature Product info Explain device features

Product Feature Product info Provide ASC info

Product Feature Product info Sale points information

Product Feature Product info Explain the warranty conditions

LOCK

Carrier Lock Unlock code Contact service provider

Carrier Lock PUK Lock Contact service provider

Carrier Lock NCK Lock Contact service provider

Carrier Lock MSL Request Contact service provider

Carrier Lock PIN Lock Contact service provider

Device Lock Privacy Lock Steps for unlocking phone





25


LOCK (cont.)

Device Lock Privacy Lock Forwarded to Dealer/Shop

Device Lock Privacy Lock Service Order

Device Lock Phone Lock Return For Service


Device Lock NAM Lock Contact service provider

Device Lock SIM Lock Troubleshooting steps

Device Lock Password/ PIN for screen

Steps for deactivating screen password




Service Order

Device Lock Device Password Steps for deactivating device password

Device Lock Device Password Forwarded to Dealer/Shop

Device Lock Device Password Service Order

Device Lock Other privacy codes Steps for deactivating password

Device Lock Other privacy codes Forwarded to Dealer/Shop

Device Lock Other privacy codes Service Order

Device Lock Pattern Lock Factory reset steps provided

Device Lock Pattern Lock Instructions for recuperating Gmail Account password

Device Lock Pattern Lock Forwarded to Dealer/Shop

Device Lock Pattern Lock Service Order

Device Lock FindMyMobile Steps for registering on web page

Device Lock FindMyMobile Configure Samsung account in the device

Device Lock FindMyMobile Activate remote controls in settings menu





26


Lock (cont.)

Device Lock FindMyMobile Explain the function of the options shown

Device Lock FindMyMobile Forwarded to Dealer/Shop

Documents

OGT: Appendix 1- New GCIC Symptom and …support-us.samsung.com/nas/decisiontree/201310241236026...Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution