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Device is losing charge quickly

If the battery won’t hold a charge, or continues to die quickly, the battery may need to be replaced. The following guide can be used to remove/replace the faulty battery: Battery Replacement Guide

Sometimes the device can have too many running apps which can exhaust the device’s battery percentage. To clear unused running apps, follow the instructions below.

  1. From the home screen, tap on the Apps icon.

  2. Navigate to Settings.

  3. Click on Device, then on Applications.

  4. Tap on unused application.

  5. Clear data.

The following solutions will address possible problems connecting to or constant disconnect from WiFi

Before jumping to major technical issues, simply check whether the WiFi modem is on. If not, go ahead and turn it on and proceed with logging into the network.

Sometimes the problem can be that the wrong username and password combination is in use. Therefore, if the password is forgotten, go ahead and request for a new password. This can be done on your network web page, or by calling the networks customer service for immediate assistance.

There can just be a lot going on with the two devices, and sometimes a quick re-boot can solve the issue. On your internet modem, simply unplug the cord from the outlet for 10 seconds and then plug it back in. As, for the phone, remove the battery for 10 seconds, and insert it back in. Then, power on the phone. Click on correct WiFi option to connect.

Screen freezing or black screen issues

The battery may be low, in this case connect phone to charger.

If there are applications that are consistently causing the device to freeze or shut down, it is best to delete them.

Clearing your app cache can help stop the Samsung Galaxy Prime from slowing down.

  1. From home screen navigate to Apps then to Settings, then to Applications

  2. Tap on application manager

  3. Find the app you want to clear

  4. Select app and tap clear cache

  • Not all apps will have the clear cache feature

  1. From the home screen navigate to Apps, then Settings, then to Storage

  2. Tap cached data

  3. Tap OK to confirm

Audio is muted when media is playing

The audio volume may be muted, or at a low setting. Before assuming major technical issues, check to make sure the volume is all the way turned up.

Check to make sure your device is disconnected from aux cord, or headphones. If it is connected this can cause your devices speakers to be muted.

If the audio format is not supported by the device, it won’t play. Either change the format, or download an app that can easily convert your audio files for you.

Samsung Galaxy Prime supports the following audio file formats-