Three weeks ago after months of research I purchased a new Samsung Note 4 and a Samsung UN32J55AF television, one of the MAIN REASONS, to be able to screen mirror. I set everything up, turned it on, everything worked perfectly. I truly was amazed! Great phone, great TV, life was very good. Then last week some went very wrong. First the home screen was all different, google talk went deaf and dumb, messages would pop up telling me how for I was from home. And last but no least, my beloved screen mirroring failed, the TV located the phone, the phone located the TV, but failed to connect, then the wireless would activate and connect to my home WiFi network, even though the phone was set to never to connect to WiFi, This lead me to this site, where many posts indicated this happen after an OS update. Sure enough, then OS was 5.1.1 when it had been 4.2.2. I tried all the fixes posted here without positive result. So I fired off an email to Samsung Support and responded as followed.
Thank you for taking the time to contact us at Samsung Technical Support. We always appreciate hearing from our customers.
It must be inconvenient as you are experiencing the issue with the screen mirroring on your phone to TV after the update. I understand the importance of addressing the issue and appreciate your effort in performing few troubleshooting steps on the phone; I will provide you with the possible assistance regarding it.
As of now we haven’t received any reported issues regarding it in our database, however as you are experiencing the issue with the screen mirroring from the phone to PC, please perform the below possible troubleshooting steps on the phone and check if the issue persists or not.
It may be necessary to boot your phone in Safe mode if you wish to isolate whether or not added applications are causing problems with the phone. Certain third-party or downloaded applications may interfere with normal device functionality. Safe mode will load only basic system software. Follow the general steps given below to boot your phone into Safe mode.
1. Make sure your phone is turned OFF
2. Press and hold the Power/Lock key to turn ON the phone.
3. When the animation starts, press and hold the Volume down key until the lock screen appears.
4. Once the Lock screen appears, Safe mode is displayed in the lower-left corner of the screen.
5. Note: When completed, to boot your phone into normal mode again, restart your device.
If the issue persists in safe mode, I request that you perform a factory reset on the device. In most of the cases, a Factory data reset will resolve many issues you are experiencing with your device. This brings the device to factory default settings. These steps will completely reset the device, deleting ALL settings and all data on the device (including phonebook entries, pictures, games, and messages). I suggest you back up the data before you perform the factory reset on the device.
Before you proceed with the factory reset, I request you to back up your data and then perform a reset on the device.
I would like to inform you that after update, Kies will no longer support. The functions of Kies will now be handled by Smart Switch for PC and Mac, and a new version has been made available at the below web-link which is currently available in both Play Store and Galaxy Apps.
Link: Samsung Smart Switch™: Transfer Contacts, Music & More
Please try to install the Smart switch application on your PC and connect your device using USB cable to transfer the data.
Direct Download for PC:
Samsung Smart Switch™: Transfer Contacts, Music & More
Steps to backup data to the PC:
1. Connect your Samsung device to your computer using a USB cable.
2. On the Smart Switch screen, click MORE.
3. Click Preferences, and then select the Backup items tab.
4. Select the content types you would like to back up, and then click OK.
5. Click Backup on the main Smart Switch screen. It may take several minutes for the backup to be completed.
6. A screen appears, informing you that the backup is complete. Click Confirm.
7. Once the backup procedure is completed, please turn off the reactivation lock for Samsung account on the device from settings>>Security>>Reactivation lock>>Uncheck the reactivation lock option, if checked.
Once the reactivation lock is removed please remove the Factory reset protection lock on the device following the below steps.
The FRP feature is always enabled on your device as long as you have an active Google account. To disable FRP, you must remove your Google account.
To remove your Google account, follow these steps:
1. From any Home screen, touch Apps > Settings.
2. Touch Accounts > Google.
3. Touch your Google account, and then touch MORE > Remove account.
4. Important! If you are sending your device in for service, selling your device, or giving it away, it is very important that you remove your Google account and reset your device.
Once the reactivation and Factory Rest Protection is removed perform the factory reset steps on the device. To delete all of your personal information from your device please follow the below steps.
1. From the Home screen, select Menu.
2. Select Settings.
3. Select Accounts tab
4. Scroll to Back up and reset.
5. Select Factory data reset.
6. Select Reset device.
Hope the instructions provided above should resolve the issue.
Should you desire additional assistance, we invite you to access the web-link Contact Samsung Support to speak to a Chat Specialist. Our technicians are more than happy to assist you further. Chat Support is available 24X7.
For additional support and updates regarding your product, please follow us at @SamsungSupport on Twitter or like our page at https://www.facebook.com/samsungsupport.
Thank you for choosing Samsung products.
If you have a minute, please fill out a brief survey to help us serve you better. To begin the survey, click on the “Start Survey Here” link at the bottom of this email. Please note that you can access the survey page only when the pop-up blocker is disabled in the browser.
Sincerely,
Vivek
Well I tried safe mode method before but I tried again thinking I might get lucky, no luck. Being totally unclear about factory reset and not having another phone line I grabbed the phone and headed to a friends house to call Samsung Support at 1.888.987.4357. After a short time a very nice woman named Ivy answered the phone, I didn't have a case number so had to start from the beginning. She said she hadn't heard of this problem but was sure she could fix it. We tried somethings, she even accessed the phone remotely, that was amazingly scary, an unseen hand operating the phone, I wonder who else can do that. The next step was the factory reset. Lucky for me only having the phone for a short time so there no need for a backup. So the reset began, about an hour later things were looking good, Home screen was now as it was before, google was listening and talking, my friend had two Sony TVs but I could find a screen mirroring function to test if that had been fixed. Feeling pretty good everything so far I bid Ivy ado and headed for home. Now with the TV in screen mirroring mode selected from the source button on the remote, I pulled the setting menu down from the top of the screen hit the screen mirroring button selected Samsung TV, failure to connect, word cannot express my disappoint. At this point drawing from years in computer services, turned off the phone, unplugged the TV, waited a couple of minutes, and started over. This time I setup screen mirror though the menu button on the remote, the mirroring function on the menu was gray, I clicked on it, and returned "Function not available" I returned to main side of the menu and the mirroring option became active, clicked on the function again and it started. Setup screen mirroring on the phone thought the settings app, tapped on Samsung TV, the connect was instant, just like be for, o the joy. Hope this might help someone, I found this incredibly frustrating, I didn't ask for an update, now I know more about Android the I care to. I just need things to work.
Thank you for taking the time to contact us at Samsung Technical Support. We always appreciate hearing from our customers.
It must be inconvenient as you are experiencing the issue with the screen mirroring on your phone to TV after the update. I understand the importance of addressing the issue and appreciate your effort in performing few troubleshooting steps on the phone; I will provide you with the possible assistance regarding it.
As of now we haven’t received any reported issues regarding it in our database, however as you are experiencing the issue with the screen mirroring from the phone to PC, please perform the below possible troubleshooting steps on the phone and check if the issue persists or not.
It may be necessary to boot your phone in Safe mode if you wish to isolate whether or not added applications are causing problems with the phone. Certain third-party or downloaded applications may interfere with normal device functionality. Safe mode will load only basic system software. Follow the general steps given below to boot your phone into Safe mode.
1. Make sure your phone is turned OFF
2. Press and hold the Power/Lock key to turn ON the phone.
3. When the animation starts, press and hold the Volume down key until the lock screen appears.
4. Once the Lock screen appears, Safe mode is displayed in the lower-left corner of the screen.
5. Note: When completed, to boot your phone into normal mode again, restart your device.
If the issue persists in safe mode, I request that you perform a factory reset on the device. In most of the cases, a Factory data reset will resolve many issues you are experiencing with your device. This brings the device to factory default settings. These steps will completely reset the device, deleting ALL settings and all data on the device (including phonebook entries, pictures, games, and messages). I suggest you back up the data before you perform the factory reset on the device.
Before you proceed with the factory reset, I request you to back up your data and then perform a reset on the device.
I would like to inform you that after update, Kies will no longer support. The functions of Kies will now be handled by Smart Switch for PC and Mac, and a new version has been made available at the below web-link which is currently available in both Play Store and Galaxy Apps.
Link: Samsung Smart Switch™: Transfer Contacts, Music & More
Please try to install the Smart switch application on your PC and connect your device using USB cable to transfer the data.
Direct Download for PC:
Samsung Smart Switch™: Transfer Contacts, Music & More
Steps to backup data to the PC:
1. Connect your Samsung device to your computer using a USB cable.
2. On the Smart Switch screen, click MORE.
3. Click Preferences, and then select the Backup items tab.
4. Select the content types you would like to back up, and then click OK.
5. Click Backup on the main Smart Switch screen. It may take several minutes for the backup to be completed.
6. A screen appears, informing you that the backup is complete. Click Confirm.
7. Once the backup procedure is completed, please turn off the reactivation lock for Samsung account on the device from settings>>Security>>Reactivation lock>>Uncheck the reactivation lock option, if checked.
Once the reactivation lock is removed please remove the Factory reset protection lock on the device following the below steps.
The FRP feature is always enabled on your device as long as you have an active Google account. To disable FRP, you must remove your Google account.
To remove your Google account, follow these steps:
1. From any Home screen, touch Apps > Settings.
2. Touch Accounts > Google.
3. Touch your Google account, and then touch MORE > Remove account.
4. Important! If you are sending your device in for service, selling your device, or giving it away, it is very important that you remove your Google account and reset your device.
Once the reactivation and Factory Rest Protection is removed perform the factory reset steps on the device. To delete all of your personal information from your device please follow the below steps.
1. From the Home screen, select Menu.
2. Select Settings.
3. Select Accounts tab
4. Scroll to Back up and reset.
5. Select Factory data reset.
6. Select Reset device.
Hope the instructions provided above should resolve the issue.
Should you desire additional assistance, we invite you to access the web-link Contact Samsung Support to speak to a Chat Specialist. Our technicians are more than happy to assist you further. Chat Support is available 24X7.
For additional support and updates regarding your product, please follow us at @SamsungSupport on Twitter or like our page at https://www.facebook.com/samsungsupport.
Thank you for choosing Samsung products.
If you have a minute, please fill out a brief survey to help us serve you better. To begin the survey, click on the “Start Survey Here” link at the bottom of this email. Please note that you can access the survey page only when the pop-up blocker is disabled in the browser.
Sincerely,
Vivek
Well I tried safe mode method before but I tried again thinking I might get lucky, no luck. Being totally unclear about factory reset and not having another phone line I grabbed the phone and headed to a friends house to call Samsung Support at 1.888.987.4357. After a short time a very nice woman named Ivy answered the phone, I didn't have a case number so had to start from the beginning. She said she hadn't heard of this problem but was sure she could fix it. We tried somethings, she even accessed the phone remotely, that was amazingly scary, an unseen hand operating the phone, I wonder who else can do that. The next step was the factory reset. Lucky for me only having the phone for a short time so there no need for a backup. So the reset began, about an hour later things were looking good, Home screen was now as it was before, google was listening and talking, my friend had two Sony TVs but I could find a screen mirroring function to test if that had been fixed. Feeling pretty good everything so far I bid Ivy ado and headed for home. Now with the TV in screen mirroring mode selected from the source button on the remote, I pulled the setting menu down from the top of the screen hit the screen mirroring button selected Samsung TV, failure to connect, word cannot express my disappoint. At this point drawing from years in computer services, turned off the phone, unplugged the TV, waited a couple of minutes, and started over. This time I setup screen mirror though the menu button on the remote, the mirroring function on the menu was gray, I clicked on it, and returned "Function not available" I returned to main side of the menu and the mirroring option became active, clicked on the function again and it started. Setup screen mirroring on the phone thought the settings app, tapped on Samsung TV, the connect was instant, just like be for, o the joy. Hope this might help someone, I found this incredibly frustrating, I didn't ask for an update, now I know more about Android the I care to. I just need things to work.
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