Samsung Galaxy S4 Reference guide

Galaxy S4 –Appendix FAQ
Version 14.0
Global CS
ECC / EHQ HHP review
1st July 2013
Language : English
- Appendix-
Customer Consultant Guide
Android mobile technology platform
This material contained in this document is intended for use “with / as”
Status
Samsung Customer Contact Centres
Yes
Network Operator Contact Centres
Yes
WEB FAQ / How to guide creation for Samsung.com sites
Yes
SamsungAuthorised Service centres (ASC)
Yes
Please note: Although contents of this document may be suitable for WEB
guide creation, it is not to be posted on the internet download in its
entirety as a download item

2
Contents 1/2
Part 1. Getting Started –FAQ’s
Part 1. CPU / Motion & Gestures / Air View
Part 1. Air Gesture / Air Jump / Air Browser
Part 1. Air Browser / Air Call Accept / Smart scroll
Part 1. Smart scroll
Part 1. Smart scroll
Part 1. Smart scroll / Smart pause
Part 1. Smart pause / Home screen mode / Lock screen
Part 1. Lock screen camera widget
Part 1. Lock screen widget
Part 1. S-AMOLED / Chat on
Part 1. Chat on
Part 1. Chat on
Part 1. Web magnifier / Internet bookmark / Screen mirroring
Part 1. Screen mirroring / Samsung Link
Part 1. Samsung Link / Group play
Part 1. Group play
Part 1. Group play
Part 1. WatchON
Part 1. WatchON
Part 1. WatchON
Part 1. Camera
Part 1. Camera
Part 1. Camera
Part 1. Camera
Part 1. Camera
Part 1. Camera
Part 1. Camera
Part 1. Camera
Part 1. Optical Reader
Part 1. S Health
Part 1. S Health
Part 1. S Health
Part 1. S Band / S Translator / Adapt Sound / LTE-A
Part 1. Accessibility
Part 1. High Touch Sensitivity (Gloves) / Daydream
Part 1. Developer options / Earphone
Part 1. NFC / Polaris office
Part 2. VOC issues
Part 2 > Q95: Group Play Connection Problem (1/3)
Part 2 > Q95: Group Play Connection Problem (2/3)
Part 2 > Q95: Group Play Connection Problem (3/3)
Part 2 > Q96: Group Play > No support for sharing “Multi content”
Part 2 > Q97: S Health > “Add more features” Error message
Part 2 > Q98: Camera > Flash not supported in “Auto night detection” mode
Part 2 > Q99: Camera > The repository location of photos taken with “Burst shot"
Part 2 > Q100: Gallery > “Animated photo” in slideshow is not animated
Part 2 > Q101: Story Album > Horizontal layout of photo book only
Part 2 > Q102: NFC tag > My Galaxy S4 don’t recognize some NFC tags
Part 2 > Q103: Smart Scroll > Smart Scroll doesn’t work very well
Part 2 > Q104: Developer options > I can’t find the Developer options menu
Part 2 > Q105: Developer options > USB debugging menu & transferring data
Part 2 > Q106: What is SMART SWITCH (1/5)
Part 2 > Q106: What is SMART SWITCH (2/5) –PC tool and Mobile app
Part 2 > Q105: What is SMART SWITCH (3/4) –URL / Supported Manufacturers
Part 2 > Q106: What is SMART SWITCH (4/5) –Supported Manufacturers
Part 2 > Q106: What is SMART SWITCH (5/5) –Supported models
Part 2 > Q107: SIM Card > Insert Micro SIM card (1/3)
Part 2 > Q107: SIM Card > Insert Micro SIM card (2/3)
Part 2 > Q107: SIM Card > Insert Micro SIM card (3/3)
Part 2 > Q108: SIM Card > Remove the SIM card and battery
Part 2 > Q109: SD card > Insert Memory card (1/3)
Part 2 > Q109: SD card > Insert Memory card (2/3)
Part 2 > Q109: SD card > Insert Memory card (3/3)
Part 2 > Q110: Magnification gestures (1/2)
Part 2 > Q110: Magnification gestures (2/2)
Part 2 > Q111: Font > Free font is not available
Part 2 > Q112: Display > Auto adjust screen tone
Part 2 > Q113: Notification bar colour changes according to background image
Part 2 > Q114: Wi-Fi Connection with Dlink Co. Router
Part 2 > Q115: I can't check remainder inquiry of my Micro SIM card. (for Vietnam customer bas
e)
Part 2 > Q116: S Beam > Music files are not transferred via S Beam
Part 2 > Q117: My countries name does not appear in the list when setting up WatchOn feature
Part 2 > Q118: I can’t move the applications to SD card (REMOVED IN V14.0 of this doc)
Part 2 > Q119: Camera > Some of camera modes have disappeared suddenly
Part 2 > Q120: Camera > No sound playback on transferred Sound & Shot photos

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Contents 2/2
Part 2 > Q121: I can’t receive “iMessage” on Galaxy S4 but I did on my iPhone (1/3)
Part 2 > Q121: I can’t receive “iMessage” on Galaxy S4 but I did on my iPhone (2/3)
Part 2 > Q121: I can’t receive “iMessage” on Galaxy S4 but I did on my iPhone (3/3)
Part 2 > Q122: SIM Card > Caution point regarding SIM card adapter
Part 2 > Q123: My device isn’t registered in Network service
Part 2 > Q123: My device is getting hot
Part 2 > Q123: General Guide- for device getting hot during use
Part 2 > Q123: General Guide- for device getting hot during use (1/5)
Part 2 > Q123: General Guide- for device getting hot during use (2/5)
Part 2 > Q123: General Guide- for device getting hot during use (3/5)
Part 2 > Q123: General Guide- for device getting hot during use (3/5)
Part 2 > Q123: General Guide- for device getting hot during use (3/5)
Part 2 > Q124: FOTA fails due to excess of maximum number of roll-out updates
Part 2 > Q125: Screen color is odd
Part 2 > Q126: Making a voice call when device locked
Part 2 > Q127: S Voice doesn’t work for commands with 3rd party apps
Part 2 > Q128 : Result value of formula using ‘%’ in Calculator
Part 2 > Q129: Can’t search the contact by numbers including “ * ”
Part 2 > Q130: Settings Fail setting of Microsoft Exchange ActiveSync
Part 2 > Q131: Limit of E-mail signature capacity
Part 2 > Q132: Smart Pause> Smart Pause doesn’t work very well
Part 2 > Q133: Wi-Fi Connection with Dlink Co. router (DIR-850L) High Battery consumption
Part 2 > Q134: Wi-Fi Connection with Dlink Co. router (DIR-605) - Slow data speed
Part 2 > Q135: Noise heard during a call ※Affected country : Russia
Part 2 > Q136: Storage of installed apps (1/3)
Part 2 > Q137: Storage of installed apps (2/3): How to check storage location of installed applications
Part 2 > Q138: Storage to install apps (3/3) - How to change the storage location of installed applications
Part 2 > Q139: Data usage of Unified Daemon app (EUROPE)
Part 2 > Q140: LTE Option is missing in Network Settings
Revision History
Revision History
Revision History
Revision History
Revision History
Revision History
Revision History
Revision History
Revision History
Notice

4
Part 1: Getting Started section of this guide
contains miscellaneous advice /
non-defect issue of Galaxy S4 -
Please read to ensure you have advice to deal
with these inquiries
Part 1. Getting Started –FAQ’s
Part 1: Getting Started

[ Q1: CPU]
Q : I know Galaxy S4 has an “Octa Core” CPU (Central Processing unit) . Do all eight cores operate at the same time?
(GT-I9505 CPU uses a 1.9GHz Quad Core, and GT-I9500 uses a 1.6GHz Octa Core that has been
optimized according to country and region.)
A : No, the Eight cores do not operate at the same time. The Octa Core is composed of Cortex A15 processor 1.6Hz
Quad(“Big”) and low power CortexA7 processor 1.2GHz Quad (“Little”). The Galaxy S4 uses the “big”-core or the “little”-
core depending on the requirement of the feature in use.
Applications (e.g. like Games) that require high-performance CPU mainly operate in the “big”-core, applications (e.g. like
Email, message) mainly operate in the “little”-core.
[Q2: S View Cover Accessory]
Q : Is the S-View Cover accessory supported on the Galaxy Note 2 and Galaxy S3 models?
A : No, the S-View Cover accessory is only supports the Galaxy S4 due to the Hole sensors in the Galaxy S4 .
[Q3: Air view]
Q : How close does my finger need to be to the screen for “Air View” to begin to operate?
A : Approximately 2cm.
[Q4: Air view]
Q : Can I use a plastic stylus to operate “Air view”?
A : You must be use your finger to operate Air view . The Galaxy S4 display will not respond to a plastic* stylus (*it is an insulator)
[Q5: Air view]
Q : Is the possible for the Air view to recognize two fingers at the same time?
A : Air view recognizes only one finger and reacts to the finger closest to the screen.
5
Part 1. CPU / Motion & Gestures / Air View
S View Cover Accessory

[Q6: Air gesture]
Q : A palm-shaped icon has appeared on the status bar. What is this?
A : The Air gesture feature has been activated. When air gestures are available, the palm-shaped icon will appear on the
status bar at the top of the screen. To check if this feature has been enabled go to:
Path : Setting → My device → Motions and gestures → Air gesture
You can control your device by making specific gestures with your hand above the sensors viaAir gesture.
[Q7: Air gesture]
Q : The gesture recognition via Air gesture isn’t working well.
A : The sensor recognizes gestures best when you make smooth, steady movement about 7cm from the sensor.
If you perform them too far from the device or while wearing dark-coloured clothes such as gloves, the device may not
recognize your gestures.
[Q8: Air jump]
Q : The screen moves up and down. Why is that?
A : TheAir jump function has been activated. To check if this feature has been enabled go to:
Path : Setting → My device → Motions and gestures → Air gesture → Air jump
When air gestures are available, you can scroll web pages by moving your hand up or down above the sensor in
Internet/ Email. (for Samsung browser / Samsung account)
[ Q9: Air browser]
Q : I find that photos and music skip between “next” and “previous”. Why is that?
A : The Air browse function has been activated. . To check if this feature has been enabled go to:
Path : Setting → My device → Motions and gestures → Air gesture → Air browse
When air browse are available, you can go to the next or previous item by moving your hand left or right above the sensor
in Gallery / Internet / Music Player / Music on lock screen / S memo page view.
6
Part 1. Air Gesture / Air Jump / Air Browser

[ Q10: Air browser]
Q : I try to go to the next or previous item in “Music” on the lock screen, but it does not work in my device. What is the
problem?
A : Please check that “Music” on the lock screen feature in Air browse is turned on.
Path : Setting → My device → Motions and gestures → Air gesture → Air browse → Music on lock screen
When you select the “Music on lock screen box”, it will work normally.
[ Q11: Air call-accept]
Q : Incoming calls are answered as I go to pick up the device by itself. Why is that?
A : TheAir call-accept function has been activated. To check if this feature has been enabled go to:
Path : Setting → My device → Motions and gestures → Air gesture → Air call-accept
You can accept incoming calls by moving your hand above the sensor.
[ Q12: Smart scroll]
Q : An “eye-shaped” icon appears on the screen/status bar and the screen moves up and down. What is this?
A : The Air call-accept function has been activated. To check if this feature has been enabled go to:
Path : Setting → My device → Smart screen → Smart scroll
Smart scroll detects your eyes with the front camera so you can scroll pages by tilting your head or the device in
Internet / Email.
7
Part 1. Air Browser / Air Call Accept / Smart scroll

[ Q13: Smart scroll]
Q : Although I turn off the Smart stay, the eye-shaped icon appears on the status bar. Why is that?
A : If you turn on other features related to the Smart screen as well , such as Smart stay, the eye-shaped icon
appears in the status bar.
To check if other features have been enabled go to:
Path : Setting → My device → Smart screen → Smart stay / Smart rotation / Smart pause / Smart scroll
[ Q14: Smart scroll]
Q : The eye-shaped icon appears on the screen while I use the internet. Why is that?
A : It’s the Visual Feedback display feature icon.
If you turn on the Visual Feedback or Smart Scroll display feature, the eye-shaped icon / scroll icon appears
on the screen when the device detects the movement of your head or device.
When you untick the Visual Feedback / Smart scroll display, the eye-shaped icon / scroll icon will not appear on the screen.
8
Part 1. Smart scroll

[ Q15: Smart scroll]
Q : When I tilt my head, the Smart scroll feature does not respond well.
A : Please check the following points.
1. Please check that the movement of the head point s toward the camera sensor at the top of the device.
2. Check whether the SPEED setting in SMART SCROLL is too slow or too fast.
3. If you see a blue icon or a blinking eye icon, it indicates the gesture is not recognized.
When green icon is appeared on screen repeatedly slowly tilt your head up / down and stop to view the page.
[ Q16: Smart scroll]
Q When I tilt my device, the Smart scroll does not respond well.
A : Please check the following points.
1. Please check that the green motion icon appears on the screen. Check if the Visual Feedback display
setting in SMART SCROLL has been enabled.
2. If the device is tilted from 5 degrees to about 30 degrees, you can use the Smart scroll.
3. If the device is tilted more than 30 degrees or your face is not detected in the front-facing camera,
the Smart scroll is stopped.
To change the direction of scroll, you can “move” or “tilt” in the other direction after stopping device
about 1 second.
4. Do not move a device too fast or too slow.
9
Part 1. Smart scroll

[ Q17: Smart scroll]
Q : When I execute the Smart scroll feature, it runs in practice mode only. Is my device faulty?
A : Smart scroll is only supported on internet webpage and the body of emails.
It does not work in Chrome browser, Gmail and downloaded browser application.
Note also that this feature may not work properly in bright light, in dark conditions, or when the device is being
moved or shaken.
[Q18: Smart pause]
Q : When playing a video, it is often stops by itself.
A : Please check whether Smart pause is turned on.
Path : Setting → My device → Smart screen → Smart pause
If you turn on the Smart pause, video will pause when the device detects that you are
facing away from the screen.
10
Part 1. Smart scroll / Smart pause

[Q19: Smart pause]
Q : The Smart pause feature does not seem to function well.
A : Please check the following points.
1. To resume playback the front-camera needs to detect your eyes. Ensure you look at the device front camera
2. If there is strong lighting behind you or if you are using the device in a dark place.
3. When the device is shaken
4. SMART Pause does not function when connected to HDMI or AllShare Cast
5. Are you trying to control SMART Pause using a palm motion?
[ Q20: Home screen mode]
Q : The icon size in the home screen is different from my friends Galaxy S4.
A : The icon size is bigger than standard mode because your device set to “Easy” mode.
Easy mode provides and easier experience for first time Smart-phone users with a simpler layout and bigger icons.
Path : Setting → My device → Home screen mode → Easy mode
[ Q21: Lock screen]
Q : I want to change the font size in the Lock screen.
A : The font size cannot be changed. But the color and style of the font of the home screen Personal message can
be changed via the Edit personal message setting.
Path : Setting → My device → Lock screen → Lock screen widgets → Edit personal message
11
Part 1. Smart pause / Home screen mode / Lock screen

[ Q22: Lock screen Camera Widget]
Q : How do I activate the camera from the lock screen?
A : You can do this if you first set the camera widget up in the lock screen.
Please set the camera widget on the hold screen after checking the Multiple widgets. And then you can use immediately
the camera on the hold screen.
1. Path : Setting → My device → Lock screen → Multiple widgets,
You cannot use widgets on the locked screen in “Easy” mode. Feature works when in “Swipe” screen to unlock set up.
2. In Lock Screen settings, tap on “Lock Screen widgets” , then select Favourite apps or Camera.
Tap on “Favourite apps or Camera” to change the setting for Widgets used in the lock screen
Swipe the default lock screen from right to left to open Camera (or Widgets) when in the lock screen
12
Part 1. Lock screen camera widget

[ Q23: Lock screen widget]
Q : I try to access widgets on the Lock screen, but the widget does not appear.
A : Please check the following points.
1. Please make sure that you selected “multiple widgets”.
Path : Setting → My device → Lock screen → Multiple widgets
2. Then, you must drag from right to left on the Lock screen in the area near the top of the screen (press the Home key
to see the area you can wipe in to access the multiple widgets).
These settings are applied only when you set the swipe lock option.
[ Q24: Lock screen widget]
Q : When I press the Home key when the device is in “lock screen”, a white square box appears. Why is that?
A : It means that the touch gestures feature to access Multiple widgets is accessible.
Then, you can drag from right to left on the Lock screen in the area near the top of the screen (press the Home key
to see the area you can wipe in to access the multiple widgets).
These settings are applied only when you set the swipe lock option.
13
Part 1. Lock screen widget

[ Q25: S-AMOLED]
Q : Can I adjust the display, sometimes my eyes get sore from the rich color?
A : You can adjust screen color to suit in the Screen mode settings.
Path : Setting → My device → Display → Screen mode –you can then adjust the settings to your taste
[ Q26: ChatON / ChatON V]
Q : How do I use the video/voice call in ChatON ?
A : 1. Select the desired user in Buddies
2. For registered ChatON video/voice call users, video call icon and voice call icon will appear.
Select the video/voice call icon.
3. If this icon is deactivated, you install the ChatON from the SamsungApps, and then repeat the 1~2 steps.
※Note : You can switch the video call and voice call without being disconnected.
14
Part 1. S-AMOLED / Chat on

[ Q27: ChatON V / ChatON]
Q : The ChatON supports video call for free in Galaxy S4, Why doesn’t it support the Galaxy S3?
A : We are planning to further the support for this service but only to devices that are supported through Samsung apps.
[ Q28: ChatON V / ChatON]
Q : How do I use the dual camera while using the video call in ChatON?
A : 1. Select the desired user in Buddies
2. For registered ChatON video/voice call users, video call icon and voice call icon will appear.
Select the video call icon.
3. When the video call is connected, please execute the dual camera via menu key.
You can use both the front and back camera.
15
Part 1. Chat on

[ Q29: ChatON V / ChatON]
Q : What is the Share screen in ChatON?
A : Share screen is the feature to share the screen of the device with the other user.
1. When the voice call is connected, please execute the Screen Share via menu key.
If you connected using video call, switch to voice call to use share screen.
(Please select the End Screen Share via the menu key to stop sharing.)
2. If the other side accepts screen sharing, what is shown on the screen of your device is shared.
[ Q30: ChatON V / ChatON]
Q : The ChatON supports translator feature in Galaxy S4, Why doesn’t support for Galaxy S3?
A : We are planning to support the translator further by updating the ChatON app in the future.
[ Q31: ChatON V / ChatON]
Q : Can I download emoticons in ChatON?
A : Yes, You can also download the ringtone, background, template, stamp etc as well as emoticons
in the Download menu of ChatON.
Path : ChatON → More→Download
16
Part 1. Chat on

[ Q32: Webpage magnifier]
Q : If I try to touch the screen while using the Internet, a pop up window appears with large text displayed.
A : It’s a Webpage magnifier. To check if this feature has been enabled go to:
Path : Setting → My device → Air view → Webpage magnifier
You can magnify the content of webpages by hovering your finger over the screen.
[ Q33: Webpage magnifier]
Q : How do I cancel the expanded window that is displayed when I try to touch the screen.
A : You can control the zoom feature via the Webpage magnifier.
Path : Setting → My device → Air view → Webpage magnifier
[Q34: Internet Bookmark account]
Q : The Galaxy S3 provides bookmarks with Google account, why is this not supported on the Galaxy S4?
A : In the Galaxy S4, you can only use the bookmark in the Google Chrome browser.
[Q35: Screen Mirroring]
Q : Does the Galaxy S4 have the AllShare Cast function?
A : Yes, You can use the same feature via the Screen Mirroring. The usage of feature is the same.
Path : Settings → Connections →Screen Mirroring
Screen Mirroring allows you to connect your device to other devices wirelessly.
[Q36: Screen Mirroring]
Q : Can I use the earphone/Bluetooth headset in Screen Mirroring?
A : Sorry for your inconvenience. It’s not supported in Screen Mirroring.
17
Part 1. Web magnifier / Internet bookmark / Screen mirroring

[Q37: Screen Mirroring]
Q : I try to connect to my AllShare Cast Dongle after turning on Screen Mirroring, but the connection always fails.
A : If you press the Reset button on the dongle and then a blue light turns on, please try to connect.
Once a connection is established for the first time, it will connect automatically on future attempts.
If the connection constantly fails, try again by re-connecting the power dongle or press the Reset button for more than 10
seconds.
[Q38: Screen Mirroring]
Q : After connecting via the Wi-Fi AP, when I turn on the Screen Mirroring, the device often becomes disconnected.
A : When you execute the Screen Mirroring using Wi-FiAP, the performance may be reduced.
[ Q39: Samsung Link]
Q : I can’t find the AllShare Play feature on my Galaxy S4.
A : AllShare Play has changed name to Samsung Link.
Please run Samsung Link.
18
Part 1. Screen mirroring / Samsung Link

[ Q40: Samsung Link]
Q : What is the difference Screen Mirroring and Samsung Link?
A : Screen Mirroring is screen/sound sharing solution by using Wi-Fi Direct. Also, use this feature to connect your device to a
large screen with an AllShare Cast dongle or HomeSync and then share your contents.
Samsung Link: Use this application to play contents saved on various devices over the Internet. You can play
and send any file on any device to another device or web storage service.
[ Q41: Samsung Link]
Q : What should I do if I want to use the Samsung Link on a PC?
A : It is possible to install and use samsung link with a PC –you can obtain software from http://link.samsung.com/
[ Q42: Group Play]
Q : When I try to connect my Galaxy S4 to other models through the Group Play, they can not be connected.
A : Currently, support for other models is not available.
19
Part 1. Samsung Link / Group play

[Q43: Group Play]
Q : I am trying to use the Group Play feature, but it does not connect.
A : Please check the whether the password is correct.
Please check the whether the device is connected to the other device.
Please check whether the number of participating devices is more than 10.
[Q43: Group Play]
Q : I want to change the group name in Group Play.
A : Group name can not be set by the user because it uses the mobileAP.
However, it is possible to change the device name to change the group name.
Path : Settings → More →About device →Device name
[Q43: Group Play]
Q : Can I use the Internet during using Group Play?
A : No, you can’t use the Internet during using of the Group Play.
It is not possible to connect to the Internet through the mobile network, and Mobile hotspot menu of setting is disabled.
20
Part 1. Group play