Question

Update not possible / App installation not possible / App download not possible

Answer 1: If the customer has not provided log data with screenshots

• We sincerely apologize for the inconvenience.
• For accurate problem analysis and resolution, please send log data along with screenshots of the problem.
• We will forward this information to the relevant department for review.

<How to send mobile log data>

* Send error reports through Samsung Health immediately after reproducing the problem

- Samsung Health > "More" in the top right > Settings > Contact us > Error reports > Check "Send system log data" > Send

Answer 2: If the customer has provided log data with screenshots

• We will forward your information to the relevant department for analysis, then send you a response.

* Please forward the screenshots and log data to Tier 3, and proceed with additional response to the customer based on the Tier 3 analysis results.