Hi @nj1910, thank you for reaching out. Are you able to send us an error report via the Samsung Members app so that our team can investigate this further?
To do so:
Samsung Members > Get Help > Error Report > System > detail issue and frequency > Tick 'send log data' > Send.
We recommend sending these error reports within 2-3 minutes of the issue occurring to increase the likelihood of the log data catching potential software glitches or settings that may be causing the issue.
Hi there, this has gone no where and I've been provided with a ridiculous requests below.
Thank you for contacting Samsung Electronics Australia.
We hope this email finds you well and we appreciate the chance to assist you today.
We are sorry to learn about the inconvenience caused by the problem you are having with the device's smart lock feature.
To isolate and possibly fix the issue, please follow the steps below.
• Restart the device.
• Re set up (remove/re-add) your smart lock.
• Ensure that the device's GPS is enabled.
• Check if there are other devices under Google Location History. Delete other devices by following the steps below:
1. Head to your phone Settings and tap Connections. 2. Select Locations and tap Google Location History. 3. Tap on your Google account and Delete other devices on this act.
• Remove and re-add your Google account from the device and check if the same issue will occur.
• Enable the Apps that can change system settings.
1. Go to your phone Settings and tap Apps. 2. Scroll to tap Google Play Services and turn on the Apps that can change system settings.
To perform a factory data reset, please refer to the steps below:
1. Go to phone Settings and tap General management. 2. Select Reset and tap Factory data reset. 3. Scroll down to tap Reset and tap Delete All to confirm that you wish to proceed with the Factory Data Reset of your device. 4. Enter your Samsung account password in the prescribed, and then tap on Confirm. This step is only applicable to your device if a Samsung account has been registered to your device. 5. Your device will restart and begin the Factory Data Reset.
Should the same issue occurs, we would recommend having the device assessed in any of our Samsung stores/service centres.
A suitable remedy will be provided based on the technician's complete device assessment. In the event, our authorised technician assessed the problem to be due to physical damage or no fault found, charges may apply as it is not covered by warranty.
In every case of manufacturing fault, we guarantee to provide you with suitable remedies.
- Repair the goods; - Replace the goods with the same or similar product; or - Refund the amount paid or payable for the goods.
You may either bring the device to the nearest Samsung stores within your location or conveniently send it to our repair centre via AusPost.
To book an appointment online, here are the steps to follow:
1. Open a browser (Chrome/Internet Explorer) from the mobile device or PC and enter this link, https://www.samsung.com/au/ on the URL tab. 2. Hover to the Menu (3-horizontal lines at the top right) and click Support then, hover to Repair Service and select Book a Repair. 3. The Welcome to Samsung Home page will appear. Click on the Create a Service Booking. 4. Select the applicable link.
• SIGN IN Option - If you have a registered/existing Samsung Account
Step 1. Click on SIGN IN. Step 2. Enter your Email address and Password then, click Sign in. Step 3. Select the device that you want to book for service and click on BOOK A SERVICE. Step 3. Hover to Bring it in option and click START. Step 4. Select your device's symptom (e.g. Screen Damage). Step 5. Select the detailed symptom (e.g. Front Screen Damage only). Step 6. Enter your best contact number and click on NEXT. Step 7. Enter your postcode or address. Then, click on the magnifying glass icon or click Enter to search the nearest drop-off location. Step 8. Click on the hyperlink of your preferred store. Then, Select your preferred date and time to make an appointment. Step 9 Now, click on Confirm. You will now get the c
Hi @nj1910, I understand that you have already been in contact with our team via error reports. As the steps didn't work, they requested for additional logs for further analysis. please send this through at your earliest convenience
