Monday, November 25, 2013

Troubleshoot issues related to email on your phone

This article helps troubleshoot email issues on your Apple iPhone 5.
You may have email issues if you're unable to:
  • Send emails
  • Receive emails
  • Access the data network

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.
  1. Verify your Apple iPhone 5 is connected to the network or a Wi-Fi network using Safari.
    Be sure mobile data is enabled. Email requires a data connection to work properly.
    1. From the home screen, tap Safari.
    2. Try to browse to a web page.
    3. If your Apple iPhone 5 is still unable to browse to a web page, troubleshoot data connectivity and then verify email services.
  2. Verify that the email address and password are correct.
    1. Using Safari, navigate to your email provider's website and try to sign in to your email account.
    2. If you're unable to sign in, double-check that you entered the correct username and password.
    3. If you recently updated your email account password, you also have to update the email settings on your Apple iPhone 5.
  3. Double-check that you have set up your email account correctly on your Apple iPhone 5.
    This is the most common scenario and includes all major public email providers such as Yahoo!®, Hotmail®, Gmail?, and AOL®. Many companies provide a Microsoft Exchange email address to their employees.
    • For a personal email address:
      1. If you've already set up the email address on your Apple iPhone 5, try removing it from your device to delete any incorrect settings.
        2. This step doesn't delete any of your emails. It only removes the link to your account for now. Remove an email account from your Apple iPhone 5.
      2. Add your email account to your Apple iPhone 5.
    • For a business email address via Microsoft Exchange?:
      1. Sprint recommends that you contact your IT department for the correct setup information. You'll need your server address, domain, username, and your corporate password. After you have this information, set up the Microsoft Exchange account. If your Exchange account still doesn't work, contact your corporate IT department for more help.
  4. Perform a soft reset.
    A soft reset reconnects your Apple iPhone 5 to the telecom network.
    1. From the home screen, press and hold the Power key and the Home key.
    2. Release the Power key and the Home key when the Apple logo appears.
    3. Your Apple iPhone 5 restarts.
    4. Test your device to see if the issue is resolved.
Note: To optimize device performance, be sure your Apple iPhone 5 is running the most recent device software. Check for software updates.
If you're still having issues, please try our community pages for the Apple iPhone 5 or contact Sprint Customer Care for more help.



This article helps you troubleshoot data connectivity issues on your Apple iPhone 5.
You may have data connectivity issues if you're unable to:
  • Connect to the Internet
  • Browse websites
  • Send or receive multimedia messages
  • Load Internet content within applications
  • Send or receive email

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.
  1. Verify airplane mode is turned off.
    Airplane mode is a feature that prevents your device from sending or receiving a wireless transmission.
    1. From the home screen, tap Settings.
    2. Tap the Airplane mode slider to OFF.
  2. Verify that mobile data is enabled.
    1. From the home screen, tap Settings.
    2. Tap Cellular.
    3. Next to Cellular Data, tap the toggle switch to enable mobile data.
  3. Verify your Apple iPhone 5 is connected to the telecom network using Safari.
    Be sure mobile data is enabled. Some features and applications require a data connection to work properly.
    1. From the home screen, tap Safari.
    2. Try to browse to a web page.
    3. If the data connection fails, update the profile.
    4. Test your device to see if the issue is resolved.
  4. Perform a soft reset.
    A soft reset reconnects your Apple iPhone 5 to the Sprint network.
    1. From the home screen, press and hold the Power key and the Home key.
    2. Release the Power key and the Home key when the Apple logo appears.
    3. Your Apple iPhone 5 restarts.
    4. Test your device to see if the issue is resolved.
  5. Do you know if other customers(of the same network) are experiencing the same problem in the same location?
    • If yes or you don't know: Please contact network Customer Care for help.
    • If no: Please find the nearest network Repair center and schedule an appointment so a Sprint technician can further diagnose the issue.
  6. Temporary solution: Connect to a Wi-Fi network.
    You can connect to a Wi-Fi network as a temporary solution.
    Note: Most Wi-Fi networks have a range of less than 100 feet indoors and up to 300 feet outdoors. Objects between the router and your Apple iPhone 5 may decrease the signal strength.
    Connecting to a Wi-Fi network may also improve battery life.
Note: To optimize device performance, be sure your Apple iPhone 5 is running the most recent device software. Check for software updates.
If you're still having issues, please contact network Customer Care for more help.

This article helps you troubleshoot low internal memory issues on your Apple iPhone 5.
You may have low internal memory issues if your device is:
  • Displaying low memory error messages
  • Unable to install applications
  • Freezing or unresponsive
These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.
Low memory issues arise when you have too many applications on your Apple iPhone 5.
  1. Verify you have adequate memory.
    1. From the home screen, tap Settings.
    2. Tap General.
    3. Tap Usage to view a list of applications, music and photos that are currently consuming system memory.
    4. Try closing an application, and if you no longer use an application, music and photos, try uninstalling or removing them.
    5. Test your device to see if the issue is resolved.
  2. Uninstall unused applications.
    Sprint recommends that you uninstall unused applications when possible. It helps free up internal memory and can improve device performance.
    Uninstall an application.
    Note: Your Apple iPhone 5 comes with some pre-installed applications that you can't uninstall.
  3. Perform a soft reset.
    A soft reset deletes any temporary files and can potentially free up internal memory.
    1. From the home screen, press and hold the Power key and the Home key.
    2. Release the Power key and the Home key when the Apple logo appears.
    3. Your Apple iPhone 5 restarts.
    4. Test your device to see if the issue is resolved.
Note: To optimize device performance, be sure your Apple iPhone 5 is running the most recent device software. Check for software updates.
If you're still having issues, try our community pages for the Apple iPhone 5 or make an appointment at a nearby network Repair center for more help.

This article helps troubleshoot your Apple iPhone 5 slowing, freezing, or turning off unexpectedly. You may have performance issues if your Apple iPhone 5:
  • Performs slowly
  • Freezes
  • Turns off or unexpectedly restarts
  • Displays error messages
  • Is unable to install or update applications

Try each of these steps to see if it helps improve your phone's performance.
  1. Perform a soft reset.
    A soft reset restarts your phone and does not erase any of your content or data.
    1. From the home screen, press and hold the Power key and Home key.
    2. Release the keys when the Apple logo appears.
    3. Your Apple iPhone 5 restarts.
  2. Determine if your phone has low memory.
    1. From the home screen, tap Settings.
    2. Tap General.
    3. Tap Usage.
    4. If your phone has low memory, troubleshoot low memory issues.
  3. Close background applications.
    Some apps continue to run in the background after you exit them. Sprint recommends that you close background applications when you're not using them.
  4. Verify that your Apple iPhone 5 is running the most recent software.
    There may be a software update that improves battery life on your phone. Check for software updates.
If you're still having issues, try our community pages for the Apple iPhone 5 or make an appointment at a convenient network Repair center.


This article helps you troubleshoot data connectivity issues on your Apple iPhone 4.

You may have data connectivity issues if you're unable to:
  • Connect to the Internet
  • Browse websites
  • Send or receive multimedia messages
  • Load Internet content within applications
  • Send or receive email
These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.
  1. Verify your Apple iPhone 4 is connected to the telecom network using Safari.
    Be sure mobile data is enabled. Some features and applications require a data connection to work properly.
    1. From the home screen, tap Safari.
    2. Try to browse to a web page.
    3. If the data connection fails, update the profile.
    4. Test your device to see if the issue is resolved.

  2. Perform a soft reset. A soft reset reconnects your Apple iPhone 4 to the telecom network.
    1. From the home screen, press and hold the Power key and the Home key.
    2. Release the Power key and the Home key when the Apple logo appears.
    3. Your Apple iPhone 4 restarts.
    4. Test your device to see if the issue is resolved.

  3. Do you know if other Sprint customers are experiencing the same problem in the same location?

    • If yes or you don't know: Please contact network Customer Care for help.
    • If no: Please find the nearest network Repair center and schedule an appointment so a network technician can further diagnose the issue.

  4. Temporary solution: Connect to a Wi-Fi network. You can connect to a Wi-Fi network as a temporary solution.
    Note: Most Wi-Fi networks have a range of less than 100 feet indoors and up to 300 feet outdoors. Objects between the router and your Apple iPhone 4 may decrease the signal strength.
    Connecting to a Wi-Fi network may also improve battery life.
Note: To optimize device performance, be sure your Apple iPhone 4 is running the most recent device software. Check for software updates.
If you're still having issues, please contact network Customer Care for more help.


This article helps troubleshoot your Samsung Galaxy S and non-phones slowing, freezing, or turning off unexpectedly.
You may have performance issues if your Samsung Galaxy S® II:
  • Performs slowly
  • Freezes
  • Turns off or unexpectedly restarts
  • Displays error messages
  • Is unable to install or update applications

Try each of these steps to see if it helps improve your phone's performance.
  1. Safely remove your SD card.
    1. From the home screen, tap the Menu key.
    2. Tap Settings.
    3. Scroll to and tap Storage.
    4. Scroll to and tap Unmount SD card.
    5. Tap OK.
    6. Remove the SD card.
  2. Perform a soft reset. 
    A soft reset restarts your phone and does not erase any of your content or data.
    1. Turn your phone off.
    2. Remove the battery. After 30 seconds, reinsert the battery.
    3. Turn your phone back on.
  3. Determine if your phone has low memory.
    1. From the home screen, tap the Menu key.
    2. Tap Settings.
    3. Scroll to and tap Storage.
    4. If your phone has low memory, troubleshoot low memory issues.
  4. Clear the application cache.
    • Clear the application cache on your applications to free up space and improve performance.
    • Be sure you clear only the application cache and not the application data.
    • When you clear the application data, it removes your personal settings and info such as login information and high scores.
    • Clearing the application cache doesn't remove your personal settings or information.
    1. From the home screen, tap the Menu key.
    2. Tap Settings.
    3. Scroll to and tap Application manager.
    4. Scroll to Running.
    5. Tap an application.
    6. Tap Clear cache.
  5. Close background applications.
    Some apps continue to run in the background after you exit them. Sprint recommends that you close background applications when you're not using them.
  6. Verify that your Samsung Galaxy S II is running the most recent software.
    There may be a software update that improves battery life on your phone. Check for software updates.

This article helps you troubleshoot low internal memory issues on your Samsung Galaxy S II.
You may have low internal memory issues if your device is:
  • Displaying low memory error messages
  • Unable to install applications
  • Freezing or unresponsive
These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.
Low memory issues arise when you have too many applications on your Samsung Galaxy S® II or when you need to clear your application cache.
  1. Verify you have available memory using network Zone.
    The Sprint Zone application can help identify the cause of low memory issues.
    1. Access network Zone.
    2. Tap Help.
    3. Tap I Need Help.
    4. Tap More Diagnostics.
    5. Scroll down to Other Diagnostics to view information on Memory and Internal Device Storage.
    6. Tap Memory to view applications and processes that are currently consuming system memory and storage.
    7. Try closing an application, and if you no longer use an application, uninstall it.
    8. Test your device to see if the issue is resolved.
  2. Uninstall unused applications.
    Sprint recommends that you uninstall unused applications when possible. It helps free up internal memory and can improve device performance.
    Uninstall an application.
    Note: Your Samsung Galaxy S II comes with some pre-installed applications that you can't uninstall.
  3. Move applications to the memory card.
    By default, your Samsung Galaxy S II saves all applications to internal memory. To free up internal memory, you can move some applications to the memory card.
    Note: Be sure your memory card has enough space to handle the transfer. You can also consider switching to a higher capacity memory card.
    Move an application to the memory card.
    Note: Some applications must remain on internal memory. If an application on the memory card malfunctions, move it back to your Samsung Galaxy S II internal memory.
  4. Clear application cache.
    Each application has a cache of temporary files that may be taking up memory.
    Try clearing the application cache from your larger applications to free up space.
    Continue to clear the cache on the rest of your apps.
    You may not be able to clear the cache for every application.
    Rarely, an application may not function as expected afterward.
    Be sure you clear only the application cache and not the application data.
    • If you clear the application data, you remove your personal settings and info such as login information and high scores.
    • If you clear the application cache, you don't remove your personal settings or information.
    Clear the application cache.
  5. Perform a soft reset.
    A soft reset deletes any temporary files and can potentially free up internal memory.
    1. Press and hold the Power key, tap Power off, and then tap OK to turn your Samsung Galaxy S II off.
    2. Remove the battery. After 30 seconds, reinsert the battery.
    3. Press and hold the Power key to turn your Samsung Galaxy S II back on.
    4. Test your device to see if the issue is resolved.
Note: To optimize device performance, be sure your Samsung Galaxy S II is running the most recent device software. Check for software updates.
If you're still having issues, try our community pages for the Samsung Galaxy S II or make an appointment at a nearby network Repair center for more help.


This article helps you troubleshoot data connectivity issues on your Samsung Galaxy S II.
You may have data connectivity issues if you're unable to:
  • Connect to the Internet
  • Browse websites
  • Send or receive multimedia messages
  • Load Internet content within applications
  • Send or receive email
These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.
  1. Verify your Samsung Galaxy S® II is connected to the telecom network using network Zone.
    Be sure mobile data is enabled. Some features and applications require a data connection to work properly.
    1. Access network Zone.
    2. Tap Help.
    3. Tap I Need Help.
    4. This automatically checks the voice and data connections.
    5. Tap Update Profile.
    6. Test your device to see if the issue is resolved.
  2. Perform a soft reset.
    A soft reset reconnects your Samsung Galaxy S II to the telecom network.
    1. Press and hold the Power key, tap Power off, and then tap OK to turn your Samsung Galaxy S II off.
    2. Remove the battery. After 30 seconds, reinsert the battery.
    3. Press and hold the Power key to turn your Samsung Galaxy S II back on.
    4. Test your device to see if the issue is resolved.
  3. Do you know if other customers(of the same network) are experiencing the same problem in the same location?
    • If yes or you don't know: Please contact network Customer Care for help.
    • If no: Please find the nearest network Repair center and schedule an appointment so a Sprint technician can further diagnose the issue.
  4. Temporary solution: Connect to a Wi-Fi network.
    You can connect to a Wi-Fi network as a temporary solution.
    Note: Most Wi-Fi networks have a range of less than 100 feet indoors and up to 300 feet outdoors. Objects between the router and your Samsung Galaxy S II may decrease the signal strength.
    Connecting to a Wi-Fi network may also improve battery life.
Note: To optimize device performance, be sure your Samsung Galaxy S II is running the most recent device software. Check for software updates.
If you're still having issues, please contact network Customer Care for more help.
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