Troubleshooting

Samsung Galaxy S3 Mini - Troubleshooting Common Issues

Choose one of the following topics to learn how to solve most common issues (a list of frequent tips appear at the end of the page and are indicated by italics)



Google Maps takes too long to download satellite information

  • Check signal strength
  • Check coverage maps

I am getting a HTTP 403 error, why, what is it?

  • Ensure you have a Web feature
  • Check signal strength
  • Check the Web address
  • Check coverage maps
  • Clear your browser's cache and cookies
  • Restart your smartphone

I am getting SOS or Emergency Calls Only on my smartphone

  • Check your SIM card
  • Reset the network connection

I am getting "You are not subscribed to a data network" errors. (APN Settings)

  • Reset APN settings
    • Resetting your Access Point Network (APN) settings to default settings can often help fix this problem.

      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Select More settings.
      4. Select Mobile networks.
      5. Select Access Point Names.
      6. Tap Menu.
      7. Tap Reset to default.

      Your Access Point Network settings are reset.

      Still having trouble? Try the procedure below.

  • Manually configure APN settings
    • You can create a new Access Point Network setting. Try the following.

      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Select More settings.
      4. Select Mobile networks.
      5. Select Access Point Names.
      6. Tap Menu.
      7. Tap New APN.
      8. Complete the following fields:
        1. Select Name. Type any name you want which will allow you to identify your connection (Example: TELUS 2011).
        2. Tap OK.
        3. Select APN.
        4. Type sp.telus.com
        5. Tap OK.
        6. Select Proxy.
        7. Type 74.49.0.18
        8. Tap OK.
        9. Select Port.
        10. Type 80.
        11. Tap OK.
      9. Tap Menu.
      10. Tap Save.
      11. From the Access Point Names screen, select the new APN you just created.
      12. Restart your smartphone.

      Your new Access Point is created.

I can't turn on my smartphone

  • Inspect the battery contacts
    • our battery may not be seated correctly.

      1. Remove the battery.
      2. Using a soft, dry cloth, remove any debris or residue found on the battery contacts.
        NOTE: The battery contacts are metallic pins located within the battery housing. Make sure that these pins are aligned and in direct contact with the metallic contacts on the battery.
      3. Reinsert the battery.
      4. Turn your smartphone on.

      Your smartphone is restarted.

  • Make sure your battery is fully charged

I can't browse the Web

  • Ensure you have a Web feature
  • Check signal strength
  • Check the Web address
  • Check coverage maps
  • Check data services settings
    • Data services may not be enabled on your smartphone. To check these settings, do the following.

      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Select More settings.
      4. Select Mobile networks.
      5. Select Use packet data. A green check mark appears.

      Data services are turned on.

  • Clear your browser's cache and cookies
  • Restart your smartphone

I can't place or receive calls

  • Check signal strength
  • Check coverage maps
  • Check the Flight mode setting
  • Reset the network connection
    • Your smartphone may have a poor connection to the network. Resetting the network connection can help resolve this problem.

      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Select More settings.
      4. Select Mobile networks.
      5. Select Network operators. Your smartphone scans for available networks.
      6. Select TELUS.

      Your network connection is reset.

  • Check your SIM card

I can't place or receive calls while travelling outside Canada

  • Check your account
  • Check signal strength
  • Check coverage maps
  • Check your SIM card
  • Check the Flight mode setting
  • Check network selection options

I can't send or receive email

  • Check signal strength
  • Check coverage maps
  • Check that your email account is active
    • You may not be able to send or receive email because your email service is temporarily unavailable.

      1. From a computer, start your email program.
      2. Attempt to either send or receive email with the email account in question.
        • If you can send or receive an email, then the problem is not with your email service. Investigate other potential sources of the problem with your phone.
        • If you can’t send or receive an email, there is a problem with your email service. It may be temporarily unavailable. Wait a while and try again.
  • Check that you have an active data connection
  • Check your email settings
    • From the Home screen, tap Email.
    • Tap Menu.
    • Select Settings..
    • Select the desired account.
    • Select Email check frequency.
    • Select the desired frequency which your smartphone checks for new email.
    • Select Incoming settings.
    • Make sure that the following information is correct:
      • Username
      • Password
      • POP3 or IMAP server name
      • Port (IMAP email servers use port 143, POP email servers use port 110).
    • Tap Done.
    • Select Outgoing settings.
    • Make sure that the following information is correct:
      • SMTP server
      • Port (typically, this is 25 or 587)
    • Tap Done.
    • Your email account is set up.

I can't send or receive email while travelling outside Canada

  • Check signal strength
  • Check that you have an active data connection
  • Check coverage maps
  • Check data roaming settings
    • You may not be able to send or receive text messages because it's a blocked feature on your account. Try the following.

      1. Log in to your TELUS account. Register if you don't have one.
      2. Click the Applications tab.
      3. Click Manage text messages.
      4. Click Preferences.
      5. Place a check mark next to the following:
        • Send Mobile Originated Messages
        • Receive Messages
        • Receive Web & Mail Messages
      6. Click Apply.

      Text messaging services are unblocked on your account.

  • Check network selection options
  • Restart your smartphone
  • Check your outgoing email server settings
    • If you have verified that you are in an area with data coverage and have data connectivity, change your outgoing email server to the roaming service provider's network settings using the following.

      NOTE : If your email account is a Gmail account, your outgoing email server name should always be smtp.gmail.com. To find out the outgoing (SMTP) email server settings of the network you're using, call *611 from your smartphone to contact the roaming service provider.

      1. From the Home screen, tap Apps.
      2. Tap Email.
      3. Tap Menu.
      4. Select Settings.
      5. Select the desired account.
      6. Select Outgoing settings.
      7. Change the SMTP server to that of the network you are using.
      8. Tap Next.

        NOTE: You will need to change the SMTP server address back to its original setting when you return to Canada.

I can't send or receive text messages

  • Check the phone number
  • Check signal strength
  • Check coverage maps
  • Check your account
  • Restart your smartphone

I have forgotten my voice mail password

  • Log in to your TELUS account
    • Log in to your TELUS account. Register if you don't have one.
    • Click the Plans & Add-ons tab.
    • Click Reset your Voice Mail password.
    • Click the Reset password button.
    • Click OK.
    • Your voice mail password is reset to your mobile phone number.

I inserted the SIM card into my smartphone but nothing happens

  • Check brand
    • Check that your SIM card is a TELUS brand SIM card.

      Your SIM card is a TELUS brand SIM card if:

      • You purchased it from a TELUS store.
      • It says TELUS on the back of the card.
  • Make sure that your SIM card is inserted properly
    • Your SIM card may not be inserted properly.

      1. Turn your smartphone off.
      2. Remove and reinsert your SIM card, taking care to insert it properly.
      3. Turn your smartphone on.
  • Check for damage
    • Check that your SIM card is not damaged or rusted.

  • Check that your SIM card has been activated
    • To check whether your SIM card has been activated by TELUS, do one of the following:

My battery drains quickly

  • Check battery usage
    • To view a list of applications which drain your battery most, and stop some of these applications from running, do the following.

      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Select Battery.
      4. A list of running applications, and the amount of power they use, are displayed.
      5. Select the application you want to stop.
      6. Tap Force stop.
        NOTE: If Force stop does not display, the selected application is essential to the performance of your smartphone and can't be stopped.

      You can view which applications drain your battery most, and stop them.

  • Turn off Bluetooth
    • Turn off Bluetooth® connections when you don’t need them.

      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Turn off Bluetooth.

      Your Bluetooth connection is turned off.

  • Turn off Wi-Fi
    • Turn off Wi-Fi™ connections when you don't need them.

      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Turn off Wi-Fi.

      Your Wi-Fi connection is turned off.

  • Turn off Portable Wi-Fi hotspot
    • You can turn off Portable Wi-Fi hotspot when you're not using it. Do the following.

      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Select More settings.
      4. Select Tethering and portable hotspot.
      5. Turn off Portable Wi-Fi hotspot.

      Portable Wi-Fi hotspot is turned off.

  • Enable Power Saving mode
    • You can set up your smartphone to enable power saving mode when your battery begins to drain.

      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Turn on Power saving.
        Select Power saving to change the settings.

      Power Saving mode is enabled.

  • Enable Auto adjust screen power
    • You can enable Auto adjust screen power mode to make your smartphone use its power more efficiently.

      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Select Display.
      4. Select Auto adjust screen tone. A green check mark appears.

      Power saving mode is enabled.

  • Make sure your battery is fully charged
  • Restart your smartphone

My smartphone can't connect to a Wi-Fi network

  • Verify a Wi-Fi signal is available
    • If you're having trouble picking up a Wi-Fi signal, the problem may be originating with the network, not your smartphone. To determine this, check whether other wireless devices, such as a laptop computer, can connect.

  • Check your location and surroundings
    • Wi-Fi signals can be weakened by certain building materials, such as concrete or steel, or disrupted by electronics, such as televisions or stereos.

      To ensure that your Wi-Fi signal is not compromised, we recommend that the following objects not be located within 8-10 feet of your wireless router or gateway:

      • Televisions
      • Stereo or Computer Speakers
      • Cordless Telephones and Stations
      • Other Routers
      • Computer Monitors or Tower
      • Bluetooth Devices
      • Microwaves

      We also recommend that your wireless router or gateway be placed on an elevated surface such as a table or shelf in order to maximize the range of your Wi-Fi signal.

      Still having trouble? See Wireless home network troubleshooting.

      NOTE: TELUS can only troubleshoot Wi-Fi issues if you are using TELUS-issued equipment as your Wi-Fi source.

My smartphone can't establish a 4G LTE network connection

  • Check coverage maps
  • Check Network mode settings
    • If our coverage maps have determined that you're located in an area with 4G LTE coverage, you'll need to confirm your smartphone is configured to detect the 4G LTE network. Try the following.

      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Select More settings.
      4. Select Mobile networks.
      5. Select Network Mode.
      6. Select GSM / HSPA / LTE (Auto mode).
      7. Wait 30 seconds.

      Your smartphone is set up to detect the TELUS 4G LTE network.

  • Restart your smartphone

My smartphone doesn't respond as quickly as it used to

  • Restart your smartphone
  • Stop unwanted applications
    • You can stop applications from running when they are not needed.

      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Select Applications manager.
      4. Tap the Running tab. A list of running applications are displayed.
      5. Select the application you would like to stop.
      6. Tap Stop.

      Unwanted applications are stopped.

  • Uninstall unwanted apps and games
    • You can delete previously installed apps or games from your smartphone. Uninstalling unwanted apps and games frees up internal storage and allows your smartphone to run more efficiently.

      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Select Applications manager.
      4. Tap Downloaded. A list of downloaded apps and games are displayed.
      5. Select the desired app or game.
      6. Tap Uninstall.
      7. Tap OK.
      8. The Uninstall window appears. Tap OK.

      Unwanted apps or games are uninstalled.

  • Reset your smartphone to its original state
    • CAUTION: This should only be done as a last resort. Resetting your smartphone deletes your ringtones, contacts, pictures, messages, and other downloaded content. Learn how to back up your contacts and calendar.

      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Select Back up and reset.
      4. Select Factory data reset.
      5. Tap Reset device.
        NOTE: If your smartphone is protected with a password or PIN, confirm it, then tap Continue.
      6. Tap Erase everything.

      The smartphone is reset to the original factory settings.

      If these steps are unsuccessful, visit a Product Care Centre to have your phone inspected. Use our Store Locator to find the closest location.

My smartphone is 4G LTE-capable but my data transfer speeds have not improved

  • Check signal strength
  • Check coverage maps
  • Check your SIM card

Web browser is taking too long to download

  • Check signal strength
  • Check the Web address
  • Check coverage maps
  • Clear your browser's cache and cookies
  • Restart your smartphone




COMMONLY USED TIPS/TOOLS

Check coverage maps

  • Check our network maps to be sure that you’re in an area with coverage.



Check network selection options

  1. From the Home screen, tap Menu.
  2. Select Settings.
  3. Select More settings.
  4. Select Mobile networks.
  5. Select Network mode.
  6. Select GSM/HSPA/LTE (Auto mode).
  7. Select Network operators. Your smartphone scans for available networks.
  8. Select a network from the list of available networks.

Your smartphone connects to a different network.


Check signal strength

Your present location may have weak network coverage.

  1. Make sure you have at least two bars of signal strength with 4G or LTE in the network indicator.
  2. If you have low signal strength, move to a location with better coverage. Concrete and steel buildings may be hindering reception, especially in elevators and underground locations like basements, subways, and tunnels.


Check that you have an active data connection

You may not be able to send or receive email because you don’t have an active data connection. To check your data connection:

  1. Launch your browser.
  2. Navigate to www.telusmobility.com
    • If the page displays, you have an active data connection.
    • If one does not, you may not have an active data connection. Check the following:
      1. From the Home screen, tap Menu.
      2. Select Settings.
      3. Select More settings.
      4. Select Mobile networks.
      5. Select Use packet data. A green check mark appears.

Your data connection is turned on.

Check the Flight mode setting

You won't be able to place or receive calls if Flight mode is enabled. To check this setting, do the following.

  1. From the Home screen, tap Menu.
  2. Select Settings.
  3. Select More settings.
  4. Clear the Flight mode check box.

Flight mode is disabled.

Check the Web address

You may have entered an invalid Web address (URL).

  • Make sure the Web address is correct.
  • Try another Web address such as www.google.ca. If you can browse other Websites, your data connection is not the problem.

Check your account

If you want to use your TELUS mobile device while travelling outside Canada and the US, you'll need to have TELUS International Travel added to your account. Contact TELUS Support to check your status.


Check your SIM card

Your TELUS SIM card may not be inserted properly.

  1. Remove the battery.
  2. Remove your SIM card.
  3. Inspect the contacts of your SIM card for signs of damage such as rust or deep scratches.
    NOTE: If your SIM card shows signs of damage, visit a Product Care Centre. Use our Store Locator to find the closest location.
  4. Reinsert your SIM card, taking care to insert it properly.
  5. Reinsert the battery.


Clear your browser's cache and cookies

Clearing your browser’s cache and cookies frees up memory and makes browsing the Web faster.

  1. From the Home screen, tap Internet.
  2. Tap Menu.
  3. Select Settings.
  4. Select Privacy and security.
  5. Select Clear cache.
  6. Tap OK.
  7. Select Clear all cookie data.
  8. Tap OK.
  9. Close and relaunch your browser.

Your browser's cache and cookies are cleared.


Ensure you have a Web feature

  • Make sure that you have a Web feature included with your rate plan. Log in to your TELUS account to check your current rate plan and services.



Make sure your battery is fully charged

Make sure that you fully recharge your battery on a regular basis prior to use. Failure to do so can cause your battery to drain more rapidly and shorten its life span.

  • Use your AC adapter to charge the battery. If the battery is completely drained, it will need charging for at least ten minutes.

Try to turn your smartphone on by pressing the power button for three seconds.

If these steps are unsuccessful, visit a Product Care Centre to have your smartphone inspected. Use our Store Locator to find the closest location.



Reset the network connection

Your smartphone may have a poor connection to the network. Resetting the network connection can help resolve this problem.

  1. From the Home screen, tap Menu.
  2. Select Settings.
  3. Select More settings.
  4. Select Mobile networks.
  5. Select Network operators. Your smartphone scans for available networks.
  6. Select TELUS.

Your network connection is reset.


Restart your smartphone

Restarting your smartphone causes its software to reload and renews your connection to the network, which can fix some problems:

  1. Remove the battery.
  2. Wait ten seconds.
  3. Reinsert the battery.
  4. Turn your smartphone on.

Your smartphone is restarted.

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