Troubleshooting

Common issues you may encounter when using the Remote Galaxy Store and their solutions or workarounds.

Device Usage

Problem Solution/Workaround

The device is not responding.

Try one or more of the following:

  • Verify your network connection.

  • Wait several seconds before trying your actions again. The connection to the device may have been temporarily interrupted.

  • Disconnect from the device and start a new session. Any content you added to the device (such as any apps or files you uploaded, browser history, pictures or videos, and user credentials) is deleted.

Response time is delayed.

Note: Currently, all devices in the Remote Galaxy Store are located in the United States. For users outside of the continental U.S., there may be a noticeable delayed response when using a device.

If you are within the continental U.S. and are experiencing a delayed response on a device, try one or more of the following:

  • Click Recent Apps and close any apps that you do not need.

  • Verify your network connection. Your Internet service provider may be throttling your bandwidth if you have exceeded your data usage limit.

  • If you are using a router, try restarting your router.

  • Connect directly to the router. Do not use Wi-Fi (wireless) or a VPN.

  • If only Wi-Fi is available, move closer to the router or try improving reception by raising the router off the ground and away from cordless phones and microwave ovens.

  • Disconnect from the device and start a new session. Any content you added to the device (such as any apps you uploaded, browser history, pictures or videos, and user credentials) is deleted.

The message "Security policy prevents changing settings" displays when trying to access the Settings, Google™ Pay, or other app, or an app's settings.

For security purposes, you are not allowed to access this area on the mobile device.

Phone calls cannot be made and text messages cannot be sent.

These features are not available.

A Google account was used while utilizing the device. What happens to this information?

When your session ends (if you disconnect from the device or your session expires) or if you wipe the device, your Google login information is deleted.

The camera only displays a black screen.

For security purposes, the camera lens is obscured. However, you can still use the camera app.

The device does not respond to cursor swipes.

Make sure the cursor is on the device display before pressing the mouse button and swiping.

If the device still does not respond, try using the Swipe button in the side toolbar.

The Edge panel does not open.

Make sure the tip of the cursor is in the Edge panel handle before pressing the mouse button and swiping. It may take a few attempts to open the Edge panel.

Video of the last session does not appear in the History area.

It can take 10 minutes or more after your session ends before the video is available for viewing. If, after 10 minutes you do not see a video of your session in the History area, click the Refresh button.

Cannot create a video recording of my testing.

The Remote Galaxy Store automatically records your entire session. You can access and download this recording about 10 minutes after your session ends. Click the History button located in the top right corner of the Remote Galaxy Store interface to display your video recordings.

See Session history for information about the History area.

Cannot rotate the device.

Currently, this feature is not supported on the Galaxy S7, Tab (all), and Note8.

Launch or Log in to the Remote Galaxy Store

Problem Solution/Workaround

When the Remote Galaxy Store is launched, only a background pattern is displayed.

JavaScript is not enabled on your browser. Go to the options or settings in your browser and enable JavaScript.

The Remote Galaxy Store does not recognize my Samsung Developers or Samsung Developers Program account credentials during login.

You must use your Samsung account credentials to log in to the Remote Galaxy Store. This account is not the same as a Samsung Developers account or Samsung Developers Program account.

If you do not have a Samsung account, you can create a new Samsung account (if you have an existing Samsung Developers or Samsung Developers Program account, use the same email address when creating this account). If you do not remember if you have a Samsung account or have forgotten your account information, you can use the Find ID or Reset password link from the login page.

Cannot get to the Samsung Developer Program Dashboard from the Remote Galaxy Store.

If the Remote Galaxy Store is launched from the Samsung Developer Program Dashboard, the Remote Galaxy Store is launched in its own tab in the same web browser. Locate and select the Samsung Developer Program Dashboard tab in your web browser (look for the tab titled "Remote Galaxy Store - Samsung Developer Program").

If the Remote Galaxy Store is launched from a bookmark or the link is entered directly into the web browser, open a web browser tab or another page and enter the following URL to launch the Samsung Developer Program Dashboard : https://program.developer.samsung.com/dashboard/

Links or bookmarked pages to the samsungdevelopers.com domain do not work.

The Samsung Developer Program web site has moved to a new domain: program.developer.samsung.com. Please update all your Samsung Developer Program links and bookmarks to use this new domain.

Logs

Problem Solution/Workaround

The log file saved on my personal computer is unreadable (no line breaks) in Notepad.

Use another editor, such as WordPad, to view the downloaded log file.

The log file display does not refresh or does not display any messages after entering another tag filter or selecting a priority filter.

If you are entering a tag filter, make sure you press Enter or click the magnifying glass icon to initiate the search. Otherwise, exit and re-enter the logs area and try filtering again.

The log file display does not refresh when entering a tag filter.

Be sure to press Enter or click the magnifying glass icon to initiate the search. Otherwise, exit and re-enter the logs area and try filtering again.

Web Browser

Problem Solution/Workaround

In the Internet Explorer (IE) or Microsoft Edge web browser, the message "Remote Galaxy Store is not supported on the IE web browser. Please use Chrome, Firefox, or Safari." is displayed when the Remote Galaxy Store is launched.

Currently, the IE and Microsoft Edge web browsers are not supported. Use the latest version of the Chrome, Firefox, or Safari web browser instead.

In the Firefox web browser running on Windows, pressing the Backspace button on the keyboard reloads the web page.

By default, the Backspace button on the keyboard is mapped to the back button on the Firefox web browser (Windows only).

Bixby

Problem Solution/Workaround

The Bixby button is not displayed in the sidebar menu of the Remote Galaxy Store.

The Bixby key is not available on the actual device. Therefore the Bixby button is not available in the Remote Galaxy Store.

The Bixby button is not responding.

The Bixby key may have been deactivated on the device. Do the following:

  1. 1.

    On the device, go to the home screen.

  2. 2.

    Long press on an empty section of the home screen (press and hold the mouse button for a few seconds before releasing it) then swipe to the right to bring up the Bixby Home card.

  3. 3.

    Tap the Bixby Home card and follow the instructions to log in to Bixby Home using your Samsung account, if you are not already logged in.

  4. 4.

    Click the gear icon to bring up the Bixby key toggle.

  5. 5.

    Enable the Bixby key.

  6. 6.

    Click the Bixby button in the Remote Galaxy Store. If the Bixby app closes, the Bixby key and button have been enabled.

Can't find the information you need? Is there a device or feature that is missing? Please provide your feedback by contacting support@samsungdevelopers.com.