ogt: appendix 1- new gcic symptom and...
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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
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
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Symptom 1 Symptom 2 Symptom 3 Resolution Notes
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
Hands Free Accessory Issues
Button Failure/ HFAI Explain usage
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
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Symptom 1 Symptom 2 Symptom 3 Resolution Notes
Accessories (cont.)
Hands Free Accessory Issues
Compatibility Questions/ HFAI
Explain usage
Hands Free Accessory Issues
Cradle Will Not Hold Phone
Explain usage
Hands Free Accessory Issues
No Lights Explain usage
Hands Free Accessory Issues
Physical Damage/ Wired Accessory
Service Order
Hands Free Accessory Issues
Poor Receive/Transmit Audio
Service Order
Hands Free Accessory Issues
Speakers Inquiry Explain usage
Hands Free Accessory Issues
Will Not Enter Hands Free Mode
Service Order
Hands Free Accessory Issues
Wrong Part Number Information provided
Memory Card / Card Reader
Cannot Format Card Explain usage
Memory Card / Card Reader
Cannot Read/Write From Card
Explain usage
Memory Card / Card Reader
Card Stuck Service Order
Memory Card / Card Reader
Compatibility Question/ Memory Card
Explain usage
Memory Card / Card Reader
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
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
4
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
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
Try other apps / Reboot phone
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
Try other apps / Reboot phone
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
Try other apps / Reboot phone
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
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
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Symptom 1 Symptom 2 Symptom 3 Resolution Notes
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
Data Settings Configuration
Download Error Explain settings
Data Settings Configuration
My Page Explain settings
Data Settings Configuration
Network Issue Explain settings
Data Settings Configuration
Software Issue Explain settings
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
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Symptom 1 Symptom 2 Symptom 3 Resolution Notes
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
Check network connections
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
Explain device compatibility
Wi/Fi Direct Cannot Connect Single / Multi Devices
Troubleshooting steps (explain activation and functioning)
Wi/Fi Direct Not Discoverable/ Wi/Fi Direct
Check network connections
Wi/Fi Direct Unable to Share File / Wi/Fi Direct
Check network connections
Wi/Fi Direct Wi/Fi Direct Compatibility Inquiry
Explain device compatibility
Wi/Fi/ Home Base Station
Authentication Issue Troubleshooting steps ( Reboot / Try with other networks with or without password)
Wi/Fi/ Home Base Station
Connection Drop Check network connections
Wi/Fi/ Home Base Station
HBS Power Issues Troubleshooting steps ( Reboot / Try with other networks with or without password)
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
7
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
Connectivity (cont.)
Wi/Fi/ Home Base Station
Low/Limited Range/ Wi-Fi
Troubleshooting steps ( Reboot / Try with other networks with or without password)
Wi/Fi/ Home Base Station
Not Broadcasting SSID Check network connections
Wi/Fi/ Home Base Station
Not Discoverable/ Wi-Fi Check network connections
Wi/Fi/ Home Base Station
Speed Issues Explain device compatibility
Wi/Fi/ Home Base Station
Wi/Fi/HBS SW/HW Configuration
Explain device compatibility
Wi/Fi/ Home Base Station
Wi-Fi Compatibility Inquiry
Explain device compatibility
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
Explain device compatibility
Wireless Web Service Not Available/Error Me
Explain device compatibility
Wireless Web Service Not Available/Error Message
Explain device compatibility
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
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
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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
Contact service provider
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
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
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Symptom 1 Symptom 2 Symptom 3 Resolution Notes
Menu / Common Application ( Native) (cont.)
Audio/Speaker/Sound/Vibration
Caller ID/Group Ringtone Not Working
Explain settings
Audio/Speaker/Sound/Vibration
Constantly Vibrates Explain settings
Audio/Speaker/Sound/Vibration
Device Sounds Inaudible
Backup data / Factory reset
Audio/Speaker/Sound/Vibration
Doesn't Vibrate Backup data / Factory reset
Audio/Speaker/Sound/Vibration
Headphone Jack Connection Issue
Repair
Audio/Speaker/Sound/Vibration
Speakerphone Not Working
Backup data / Factory reset
Audio/Speaker/Sound/Vibration
Speakerphone Poor Audio
Backup data / Factory reset
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
Downloaded Content (Files)
Cannot Use/ Locate Check settings
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
10
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
Menu / Common Application ( Native) (cont.)
Downloaded Content (Files)
Compatibility Inquiry/ Downloadable Content
Check settings
Downloaded Content (Files)
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
Contact service provider
MMS, SMS Special Character Input Instructions provided
Text message Activation SMS Contact service provider
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
11
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
Operation System Issue
Phone Freezing Freeze/Delay Between Menu Function
Backup data / Factory reset
Phone Freezing Freeze/Delay Between Menu Functions
Backup data / Factory reset
Phone Freezing Freezes On Application Backup data / Factory reset
Phone Freezing Freezes While Booting/Powering Up
Backup data / Factory reset
Phone Freezing Freezes With Error Code
Backup data / Factory reset
Phone Freezing Freezing While on Charger
Backup data / Factory reset
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
Service Order Code used to charge customer for OOW repair
Cosmetic Hinge Broken/Cracked / STD fee
Service Order Code used to charge customer for OOW repair
Keypad / Side Keys / Front Key
Bottom Buttons Not Working
Service Order
Keypad / Side Keys / Front Key
Camera Button Not Working
Service Order
Keypad / Side Keys / Front Key
Power Button Not Working
Service Order
Keypad / Side Keys / Front Key
Scroll Wheel Not Working
Service Order
Keypad / Side Keys / Front Key
Toggle key Not Working Service Order
Keypad / Side Keys / Front Key
Volume Button Not Working
Service Order
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
12
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
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
Troubleshooting steps
Charging Issues Charging w/o Being Connected
Troubleshooting steps
Charging Issues Phone Beeps w/o Being Connected
Troubleshooting steps
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
13
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
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
Troubleshooting steps
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
Troubleshooting steps
AllShare/ AllShare Play Unable to connect/ AllShare
Troubleshooting steps
AllShare/ AllShare Play Unable to watch video/ AllShare
Troubleshooting steps
AllShare/ AllShare Play Video Quality Poor/ AllShare
Troubleshooting steps
Game Hub Application Force Closing/ Game Hub
Troubleshooting steps
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
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
14
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
Samsung Applications (cont.)
Game Hub Error Message/ Game Hub
Troubleshooting steps
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
Troubleshooting steps
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
Troubleshooting steps
Media Hub Application Force Closing
Troubleshooting steps
Media Hub Billing Issue Troubleshooting steps
Media Hub Cannot Download/Use Content/ Media Hub
Troubleshooting steps
Media Hub Connection Issues Check compatibility
Media Hub Content Save/Removal Troubleshooting steps
Media Hub Error Message/ Media Hub
Troubleshooting steps
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
Troubleshooting steps
Media Hub Voucher Redemption Instructions provided
Motions/Gestures Air Gesture not recognizing gesture
Troubleshooting steps
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
15
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
Samsung Applications (cont.)
Motions/Gestures Gyroscope calibration not calibrating
Troubleshooting steps
Motions/Gestures Motion not recognizing gesture
Troubleshooting steps
Motions/Gestures Palm not recognizing gesture
Troubleshooting steps
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
Troubleshooting steps
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
Troubleshooting steps
S Health Exercise Mate Not Working
Troubleshooting steps
S Health Food Tracker Not Working
Troubleshooting steps
S Health Health Board Not populating
Troubleshooting steps
S Health Health Diary Not Working
Troubleshooting steps
S Health Not registering Troubleshooting steps
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
16
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
Samsung Applications (cont.)
S Health S Health Inquiry Troubleshooting steps
S Health Walking Mate Not Working
Troubleshooting steps
S/Voice S/Voice Does not respond
Troubleshooting steps
S/Voice S/Voice Freezes Troubleshooting steps
S/Voice S/Voice Not Recognizing Commands
Troubleshooting steps
S/Voice S/Voice Not Working Properly
Troubleshooting steps
S/Voice S/Voice Repeats commands
Troubleshooting steps
Samsung Hub Audio/Video Quality Issue
Check compatibility
Samsung Hub Billing Issue/Samsung Hub
Troubleshooting steps
Samsung Hub Books not downloading Troubleshooting steps
Samsung Hub Music Not Downloading Troubleshooting steps
Samsung Hub Samsung Hub Connection Issues
Troubleshooting steps
Samsung Hub Samsung Hub Inquiry Troubleshooting steps
Samsung Hub Unable to download Games
Troubleshooting steps
Samsung Hub Unable to play Games Troubleshooting steps
Samsung Hub Unable to purchase Books
Troubleshooting steps
Samsung Hub Unable to purchase Music
Troubleshooting steps
Samsung Hub Unable to purchase Videos
Troubleshooting steps
Samsung Hub Videos Not Downloading
Check compatibility
Samsung Link 3rd Party Hardware/ Samsung Link
Troubleshooting steps
Samsung Link Audio/Video Poor/ Samsung Link
Troubleshooting steps
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
17
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
Samsung Applications (cont.)
Samsung Link Cannot Connect to Cloud Drive
Troubleshooting steps
Samsung Link Cannot Install/ Samsung Link
Troubleshooting steps
Samsung Link Cannot Log In/ Samsung Link
Troubleshooting steps
Samsung Link Compatibility/ Samsung Link
Troubleshooting steps
Samsung Link Connectivity Dropped/ Samsung Link
Troubleshooting steps
Samsung Link Samsung Link Inquiry Troubleshooting steps
Samsung Link Unable to connect/ Samsung Link
Troubleshooting steps
Samsung Link Unable to watch video/ Samsung Link
Troubleshooting steps
Samsung Link Video Quality Poor/ Samsung Link
Troubleshooting steps
Samsung Software New/PC Studio Config Issue
Troubleshooting steps
Samsung Software New/PC Studio Connection Issue
Troubleshooting steps
Samsung Software New/PC Studio Install Issue
Troubleshooting steps
Samsung Software Tethered Modem Inquiry
Troubleshooting steps
Samsung Software USB Driver Issues Troubleshooting steps
Smart Screen Smart Pause Not Working
Troubleshooting steps
Smart Screen Smart Rotation Not Working
Troubleshooting steps
Smart Screen Smart Screen Inquiry Troubleshooting steps
Smart Screen Smart Scroll Not Working
Troubleshooting steps
Smart Screen Smart Stay Not Working Troubleshooting steps
Smart Switch Application Recommendation Not Working
Troubleshooting steps
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
18
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
Samsung Applications (cont.)
Smart Switch Back Up File Not Recognized
Troubleshooting steps
Smart Switch Cannot Connect to MAC
Troubleshooting steps
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
Troubleshooting steps
Social Hub Daily Briefing Will Not Update
Troubleshooting steps
Social Hub Unable to sign into Facebook
Troubleshooting steps
Social Hub Unable to sign into LinkedIn
Troubleshooting steps
Social Hub Unable to Sign into MySpace
Troubleshooting steps
Social Hub Unable to Sign into Twitter
Troubleshooting steps
Social Hub Unable to Sync Calendar
Troubleshooting steps
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
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
19
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
Screen/Display
LCD / Touch Panel / LED
LCD Blank Service Order
LCD / Touch Panel / LED
LCD Discoloration Service Order
LCD / Touch Panel / LED
LCD Segment/Line Missing
Service Order
LCD / Touch Panel / LED
LCD/Lens Physical Damage / STD
Service Order Code used to charge customer for OOW repair
LCD / Touch Panel / LED
Particles Between Lens And LCD
Service Order Code used to charge customer for OOW repair
LCD / Touch Panel / LED
Touch Screen Cracked / STD/LCD
Service Order Code used to charge customer for OOW repair
LCD / Touch Panel / LED
Touch Screen Not Responding
Service Order
Software Update
Mobile OS Updates Freezes During Update Hard key reset
Mobile OS Updates Incomplete Software Update
Instructions provided
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
Instructions provided
Mobile OS Updates Software Reflash Service Order Code used for free software reflash
Mobile OS Updates update Status Availability
Instructions provided
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
Troubleshooting steps
Computer Sync Data transfer issue / Contacts
Troubleshooting steps
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
20
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
Synchronization (cont.)
Computer Sync Data transfer issue / Tasks
Troubleshooting steps
Computer Sync Import / Export Bookmarks
Instructions provided
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
Troubleshooting steps
Kies Kies Data transfer issue / Calendar
Troubleshooting steps
Kies Kies Data transfer issue / Contacts
Troubleshooting steps
Kies Kies Data transfer issue / Tasks
Troubleshooting steps
Kies Kies Server Error close and re open Kies
Kies Kies Sync Error close and re open Kies
Kies Kies Unable to Transfer Files
Troubleshooting steps
Kies Mac Connectivity Issues w/Kies
Troubleshooting steps
Kies Unable to Install Troubleshooting steps
Windows OS PC Synchronization
Certificate Issues Troubleshooting steps
Windows OS PC Synchronization
Data Loss/Corruption Upon Sync
Troubleshooting steps
Windows OS PC Synchronization
Exchange Synchronization Issue
Troubleshooting steps
Windows OS PC Synchronization
Firewall/Antivirus Issues Troubleshooting steps
Windows OS PC Synchronization
ActiveSync Issue Troubleshooting steps
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
21
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
Synchronization (cont.)
Zune Cannot Transfer Files Troubleshooting steps
Zune Connection Issue Troubleshooting steps
Zune Does Not Recognize Device
Troubleshooting steps
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
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
22
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
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
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
23
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
CALL QUALITY /SOUND (cont.)
Sound Problems Low volume/ No sound response
Troubleshooting steps/ sound settings
Sound Problems Low volume/ No sound response
Inform about restart
Sound Problems Low volume/ No sound response
Remote
Sound Problems Low volume/ No sound response
Backup data / Factory reset
Sound Problems Low volume/ No sound response
Forwarded to Dealer/Shop
Sound Problems Low volume/ No sound response
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
Sound Problems Head Phones not working
Inform about restart
Sound Problems Head Phones not working
Backup data / Factory reset
Sound Problems Head Phones not working
Forwarded to Dealer/Shop
Sound Problems Head Phones not working
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
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
24
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
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
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
25
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
LOCK (cont.)
Device Lock Privacy Lock Forwarded to Dealer/Shop
Device Lock Privacy Lock Service Order
Device Lock Phone Lock Return For Service
Troubleshooting steps
Device Lock NAM Lock Contact service provider
Device Lock SIM Lock Troubleshooting steps
Device Lock Password/ PIN for screen
Steps for deactivating screen password
Device Lock Password/ PIN for screen
Forwarded to Dealer/Shop
Device Lock Password/ PIN for screen
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
Recognizing GCIC Ticket and Coding Procedures Appendix 1- New GCIC Symptom and Resolution Codes
© 2013 Samsung Telecommunications America, LLC. All Rights Reserved
Revised October 23, 2013
Voice of the Customer
26
Symptom 1 Symptom 2 Symptom 3 Resolution Notes
Lock (cont.)
Device Lock FindMyMobile Explain the function of the options shown
Device Lock FindMyMobile Forwarded to Dealer/Shop