uBreakiFix Samsung Guide Contents

Portal: In-Warranty Portal Flow .................................................................................................................. 1

Systems: Samsung Guides ............................................................................................................................ 1
Process: How to Keep Credentials Active (Daily Checklist) ............................................................... 1
GD Tool: Common Resolutions ..................................................................................................................2
Process: Generating MOTP ......................................................................................................................... 3
Process: Policy and Check-in Procedure ...............................................................................................8
Process: In-Warranty Validation Talking Points ................................................................................. 43
Process: Flip / Fold Screen Protector Guide ..................................................................................... 48
GD Tool: Service Issue IQC Guide .......................................................................................................... 50
GD Tool: Common Resolutions ............................................................................................................... 54
GD Tool: Blue WRT Test ............................................................................................................................. 54
GD Tool: Uninstalling and Reinstalling ................................................................................................... 55
GSPN: Finding Samsung Software ........................................................................................................... 56
GSPN: SAW Request.................................................................................................................................... 59
Process: Ticketing Overview ..................................................................................................................... 63
Process: GSPN & Portal Work Order Errors ........................................................................................ 64
Process: GSPN Errors & Resolutions ..................................................................................................... 79
OJT: Flip / Fold Hall IC Calibration ........................................................................................................ 96
OJT: IMEI Cloud ............................................................................................................................................ 99
OJT: FRP Unlock with IMEI Cloud ...........................................................................................................113
OJT: Main PBA QR Codes.pdf ..................................................................................................................119
OJT: mmWave Calibration ....................................................................................................................... 129
OJT: OCTA QR Codes................................................................................................................................ 138
OJT: Using Fenrir......................................................................................................................................... 156
Samsung Systems: MFA Device Setup ..................................................................................................164

0
 Portal: In-Warranty Portal Flow

Pricing Website > Samsung > Guides > Samsung Guides > IW Portal Flow

Systems: Samsung Guides

Pricing Website > Samsung > Guides > Samsung Guides > Samsung Guides SharePoint

This has TONS of information regarding Samsung common errors, work order flow, credentials management,
ect. This SharePoint is maintained by corporate, and thus is always the most up-to-date resource.

Process: How to Keep Credentials Active (Daily Checklist)

o Generate OTP on GSPN on Slvl account

o GSPN > Knowledge > Hover over Engineer > Mobile Authorization (under Mobile SVC)
o Enter the Certificates Password on the left side and login
▪ The “Plugin Error” messages can be IGNORED; close it out by clicking OK and Done
o Click the Reissue button to generate your OTP
o Generate MOTP on GSPN on M account
o GSPN > Admin (top right) > M-OTP Management > Generate
o Confirm Engineer on GSPN on M account
o GSPN > Admin (top right) > M-OTP Management > Engineer Management > Enter Slvl
account > Confirm
▪ You must search for your full Slvl account name (ex. uBiFXXXSlvl01).

1
 GD Tool: Common Resolutions

o Confirm Fenrir and GD Tool are not both open at the same time.
o They can both “fight” for USB permissions.
o Try a different USB cable on a different PC port
o Confirm device has enough storage ( > 3gb)
o Unplug, revoke USB debugging authorizations, toggle USB debugging off and back on
o Use Fenrir to reinstall Samsung USB drivers.
o Android System Web View
o Settings > Apps > and search for "WebView". Once you find that app, tap the 3 dots on the
top right and Uninstall Updates
o Restart PC
o Uninstall and reinstall GD Tool
o Try using #help channel on Slack
o Use chat function in lower right of ZenDesk

2
MOTP GSPN On the Job Training

OJT: MOTP GSPN

Introduction This document is intended for Admin technicians who need to set up the MOTP device.
Read through this guide before attempting to create a new MOTP device. Launch date
is set for 11/26/2024.

Information Prerequisites
 Only Admins (not regular users) can be assigned to generate the one-time
password
 Multiple users can’t generate the password
 Set up will delete any previous person previously able to create passwords
 Just like a user can’t have multiple GSPN accounts, it’s the same with MOTP
 If the MOTP Admin is not at work, a new Admin user needs to be approved and
the both accounts updated

Resolution Set up a new MOPT user in GSPN (must already have Admin privileges)

New MOPT User

Step Action
1. GSPN > Admin > MOTP Management

2.

3. Usage Status Tab

© 2024 Samsung Electronics America, Inc. Samsung is a registered trademark of Samsung Electronics Co., Ltd. Other company names, product
names and marks mentioned herein are the property of their respective owners and may be trademarks or registered trademarks.
Revised October 28, 2024

1
MOTP GSPN On the Job Training

4. Engineer Management Tab

How to sign up for MOTP authority

1. Only one person can apply for MOTP authority
2. To apply

3. New Menu in CS Portal (CSP)

© 2024 Samsung Electronics America, Inc. All Rights Reserved

Revised October 28, 2024

2
MOTP GSPN On the Job Training

Error Messages

1. If you get an error message, your GSPN ID is not assigned to access MOTP.
Contact your CS Portal Admin for access

2. You can’t access the MOTP until access is approved

FAQs
Q. What to do if the MOTP user is absent?
A. Since only one user is authorized to create a MOTP at a time, if the main MOTP
user is absent an alternative user will have to be set up.

1. CS Portal > Business > Administrator > IMEI Writing Authorization > Admin OTP
Information Management
 The updated user must also be an Admin User so you have to replace that
user, then request a new one > have it approved

2. When the alternate user tries to open MOTP menu, GSPN will ask the user to
request the MOTP. Since this can’t be done, you have to request a new MOTP
authority and have it approved
 CS Portal > Business > Administration > IMEI Writing Authorization >
Admin OTP Authority (New)

© 2024 Samsung Electronics America, Inc. All Rights Reserved

Revised October 28, 2024

3
MOTP GSPN On the Job Training

Revision The following table lists the revisions made to this OJT resource.
History

Version Released Revision

1 10/25/2024  First published edition of this document.

© 2024 Samsung Electronics America, Inc. All Rights Reserved

Revised October 28, 2024

4
Samsung Warranty Policy and Check In Procedure
Overview

This guide will walk you through step by step on how a technician
should inspect, troubleshoot and repair Samsung mobile devices with
specific focus on how to accurately identify and maintain a Samsung
device's warranty status based on the condition of the device.
Index
Physical Condition – Overview
Slides 4 – 6
Flip & Fold Warranty Policy and Check In Procedure A & S Series Warranty Policy and Check In Procedure
Physical Condition – Deco & P-Cap Physical Condition – Display Determination
Slides 7 – 11 Slides 27-29

Physical Condition – Inner Display Cracks Physical Condition – Cracked Backglass

Slides 12 – 16 Slides 30-31

Physical Condition – Inner Display Screen Defects Physical Condition – Chargeback Avoidance
Slides 17 – 23 Slides 32-33

Physical Condition – Chargeback Avoidance Display Warranty Determination Flowchart

Slides 24 – 25 Slides 34

Display Warranty Determination Flowchart

Slide 26
Physical Condition
Overview
Overview
The first step in warranty eligibility is to verify that the customers device does not have any physical damage that will
void their warranty status.

Flip and Fold Devices

For foldable devices you will need to take a deeper look at the device to determine if there is any physical damage
that will void the device's warranty status. Similar to the Galaxy S devices, we want to ensure the back glass, outer
display, camera deco, etc. are all free from damage on the outside of the device. Detailed examples found on slides 7
through 25.

Once you have inspected the outside of a foldable device, please go to slide 12 for a more in-depth analysis on the
inner display inspection process.

Galaxy S and A Series

For non-foldable devices, any degree of physical damage will void the warranty. This includes cracked or broken back
glass, camera deco, front glass, or the LCD being cracked underneath. Detailed examples found on slides 27 through
33.

For both repair types, techs should also be careful to not damage or break the screen during disassembly to avoid
risk of chargebacks.
Damage Inspection Point Glossary
Protect Cover
Front Deco Display
p y Panel Assemblyy & Frame Housing

P-CAP Hinge Housing

ALL INSPECTION POINTS REQUIRE

PROPER EXAMINATION TO QUALIFY
FOR IN-WARRANTY SERVICE
Flip
p & Fold

Physical Condition
Deco & P-Cap
Deco & P-Cap Overview
IMPORTANT – You must remove the film protector from a flip or fold device to properly inspect the display.
Failure to do so will impact your ability to make the proper determination which could result in a charge back.

1. Any damage to the deco and/or p-caps will result in an out of warranty status. All examples below would be
out of warranty repairs

All of the chips

present on the
example on the
left would make
the repair OOW

If the deco or p-cap has any chips, cracks, or

missing pieces the repair is considered out of
warranty and should be charged to the customer
Deco Damage
IW OOW

Any cracks, chips, gouges, or missing pieces of the

Minor cosmetic scratches should be considered IW deco should be considered OOW
Deco Damage Continued
IW OOW

Any cracks, chips, gouges, or missing pieces of the

Minor cosmetic scratches should be considered IW deco should be considered OOW
P-Cap Damage
IN WARRANTY OUT OF WARRANTY

Damage present on P-Cap (misalignment of ribbon)

P-Cap protruding out more than usual

Flip
p & Fold

Physical Condition
Inner Display Cracks
Inner Display Cracks Overview
Once you have verified that there is no damage to the deco or p-cap we will need to inspect the display itself.

This image portrays how the different layers of a foldable display are
laid out and why it is so important to remove the screen protector
first.

Once removed, you will then be able to fully inspect the PL

(protective layer) and have a better look at any potential UTG (ultra
thin glass) or LCD cracks underneath.

The next few slides will help you understand the different variations of screen issues on the
UTG (Ultra Thin Glass).
Ultra-Thin Glass (UTG) Crack
Identifying IW vs. OOW
Symptom IN
N WARRANTY OUTT OFF WARRANTY

UTG cracks in Torn surfaces are rough to

the folding the touch;
area appear stabs are not
UTG
G Crackk Only
as multiple symmetrical
inconsistent
lines.

If the folding area has any of these or other types of Examine the deco, P CAP and
damage, check for physical drop damage hinge carefully for
stabs/scratches/presses
Black/Grayy Spot,, Whitee
Line

No tear on the screen or radial cracks (a crack that spreads

in multiple directions from a single impact or pressure point) Use a light source to check
for radial cracks even if the
Damagee awayy from
m thee damage is away from the
crack UTG symptom. These are
OOW cases even if the crack
is not near the symptom
Ultra-Thin Glass (UTG) Crack (Continued)
IN WARRANTY OUT OF WARRANTY
Identifying Types of Cracks
There may be times that a device looks like it has a UTG crack, but it is a different layer of
the display that is damaged.

Use this section as a tool to assist in troubleshooting the type of repair needed.

A device that has a crack in the Protective Film (PF) may look like it has a crack in the UTG.
To determine which it is, follow these steps:
1. Remove the Protective Film
2. Remove any remaining adhesive
3. If the UTG is normal, recommend replacing the Protective Film

UTG Crack -> Follow In-Warranty

Protection Film Crack -> Replace Film Only Troubleshooting on slides 7 and 8 Display Panel (LCD) -> Out of Warranty
Flip
p & Fold

Physical Condition
Inner Display Screen Defects
Inner Display LCD Defects Overview
When determining if screen defects such as dead pixels, black spots, white lines, etc. are covered under
warranty there are a few things we need to inspect. As you will see throughout the next few slides,
identifying marks in the PL (protective layer) will be key in determining if the identified blemishes were a
direct result on the screen malfunction.

Excessive damage to
the outside of the
Any screen malfunctions on around device, especially on
marks/blemishes like this should be considered out or around the hinge
of warranty and be at the cost of the customer. can also directly void
the warranty of the
If the screen is blank or you are unable to separate display on the other
any blemishes from the malfunction you will need side.
consider the repair out of warranty.
White Line
Identifying IW vs. OOW
Symptom IN
N WARRANTY OUTT OFF WARRANTY

The white line symptom at the folded area should be handled as Out-Of-
Warranty when there is a stab, scratch, or press

Examine the P CAP, Deco, and Hinge area for physical damage

Att fold
White Line (Continued)
IN WARRANTY OUT OF WARRANTY
Black Spot
Identifying IW vs. OOW
Symptom IN
N WARRANTY OUTT OFF WARRANTY

1. Inspect the hinge area for damage

2. Visual inspection on or near the P CAP area for damage

Att fold

A small black spot may

grow over time and can
even cause the LCD to go
completely blank

Black Spot due to physical damage (on/near the hinge area, P CAP, Deco or
at the spot of the symptom) should be handled as Out of Warranty
Bright Dots
Identifying IW vs. OOW
Symptom IN
N WARRANTY OUTT OFF WARRANTY

Singlee brightt dot

If there is any direct damage trace (Stabbed/Scratched/Pressed) on the

Bright dots of the screen, it should be handled as Out of Warranty

Multiplee brightt dots

Black Screen
Identifying OOW (screen lifting)

Symptom OUTT OFF WARRANTY

In some cases, the Display assembly will begin to lift or

peel from the frame (deco and p-cap). This is strictly an
out of warranty case and should be charged to the
customer.

Causes:
Devicee powerr turnss on,, butt • IC Crack due to strong pressure of the surface
theree iss no
o workingg displayy (onlyy • Corrosion of display parts due to water damage
vibration n orr sound
d work) • Screen scratched, display damage due to drop
Flip
p & Fold

Physical Condition
Chargeback Avoidance
Flip and Fold Chargeback Common Occurrences
Once you have properly deemed a Samsung device In-Warranty we need to ensure we are using
proper repair techniques. If you DIP (Damaged in Process) an In-Warranty core your location will be
subject to a chargeback. Below you will see some common occurrences that resulted in chargebacks.
2. LCD burn/damage during camera on ear
1. Torn or missing flex cables
speaker removal

Punctured camera window

LCD Burn
Flip & Fold Display Warranty Determination Flowchart
Whenever a Galaxy Z series foldable device is presented for repair, it is important to complete the appropriate troubleshooting on the device BEFORE beginning the repair. Completing
the needed troubleshooting in the correct way will help to ensure that there is no unnecessary part consumption, and that the repair is properly identified as In-Warranty or Out-of-
Warranty.

Please utilize this warranty process below for any potential foldable display repairs:

1. Inspect the device 2. Inspect the display 3. Determine the 4. Warranty Judgement 5. Repair
carefully looking for symptom(s) reported by classification of the
physical damage. Make the customer symptom type below Ensure you are
• If no damage at all:
sure each of these areas IW performing the repair
below are examined properly and avoiding
1. Ask customer • Ultra-Thin Crack
• Black Spot • If damage on or scenarios below as
when the
• Bright Dots near defect area: they are subject to
• Hinge housing symptom started
• White Line OOW chargeback
• Front Deco to occur
2. Remove Screen • Black Screen
• Protect Cover
• Protector
Front P-CAP • Burn the LCD
• 3. Run GD Tool
Back Glass • Torn Flex's
• Incoming Quality
Outer LCD • Breaking the UB
Control if possible
Display
• Damaging other
components
Galaxyy A & S Series

Physical Condition
Display Determination
Galaxy A and S Series Display Cracks
For non-foldable devices, any degree of physical damage will void the warranty. This includes, but is not
limited to, cracked or broken back glass, camera deco, front glass, or the LCD being cracked underneath.
Below are some examples of what would be considered OW:

Even if the damage seems obvious,

always be sure to thoroughly check the
rest of the phone for any additional
damage. In this case, the frame is
chipped near the impact point.
Galaxy A and S Series Display Defects
Any display defects that show no signs of physical damage that could be causing the issue should be
classified as IW.

White Lines Black Spots Dead Pixels

Galaxyy A & S Series

Physical Condition
Cracked Backglass
Galaxy A and S Series Cracked Backglass
If the backglass of the When repairing a device
device is cracked, the with a severely damaged
repair would be OOW. backglass, be aware that
components underneath,
Remember that not all like the Main and/or Sub
cracked backglasses will PBA and rear cameras,
be easily noticeable. may also be affected and
Conducting a thorough should be inspected
inspection of the backglass thoroughly.
will help you make a well-
informed assessment.
Galaxyy A & S Series

Physical Condition
Chargeback Avoidance
Galaxy A & S Series Chargeback Common Occurrences
Once you have properly deemed a Samsung device In-Warranty we need to ensure we are using
proper repair techniques. If you DIP (Damaged in Process) an In-Warranty core your location will be
subject to a chargeback. Below you will see some of the more common occurrences we have noticed.
2. LCD burn/damage during camera or ear
1. Torn or missing flex cables
speaker removal

Punctured camera window

LCD Burn
A & S Series Display Warranty Determination Flowchart
Whenever an A and/or S Series device is presented for repair, it is important to complete the appropriate troubleshooting on the device BEFORE beginning the repair. Completing the
needed troubleshooting in the correct way will help to ensure that there is no unnecessary part consumption, and that the repair is properly identified as In-Warranty or Out-of-
Warranty.

Please utilize this warranty process below for any potential A & S display repairs:

1. Inspect the device 2. Inspect the display 3. Determine the 4. Warranty Judgement 5. Repair
carefully looking for symptom(s) reported by classification of the
physical damage. Make the customer symptom type below
• If no damage at all: Ensure you are
sure each of these areas IW performing the repair
below are examined properly and avoiding
1. Ask customer • Black Spot
when the symptom • Bright Dots • If damage is scenarios below as
• White Line present: OOW they are subject to
started to occur
• LCD chargeback
2. Run GD Tool • Black Screen
• Backglass
• Frame Incoming Quality
Control if possible
• Front camera • Burn the LCD
• Back camera deco • Torn Flex's
• Breaking the UB
Display
• Damaging other
components
Samsung Warranty Determination: Customer Talking Points
Use this guide when talking with a customer about the warranty determination at your store.

Remember to use soft skills and express sympathy and understanding with the customer, but maintain
confidence in your decision to determine their warranty status based on condition inspection. You are the tech
expert responsible for determining a device’s warranty status based on condition.

What NOT to say to a customer: What TO share with a customer:

x “We don’t do in-warranty Samsung repairs” 1. Explain the differences in how In-Warranty validation
works: In-Warranty by Date versus In-Warranty based on
x Mention any detailed, backend processes such as: Condition differences.
o “Samsung doesn’t pay us”
o “If we don’t make the right determination, we will 2. Explain how the physical inspection validation applies to
get a chargeback” the customer’s device: Device condition checks can
render a device out of warranty even if it is still In-
Warranty by the date.

See next slides for detailed responses

1
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Samsung Warranty Determination: Customer Talking Points
1. Explain to the Customer How In-Warranty Validation Works

There are two types of In Warranty validations on your Samsung

Note for the tech (not customer-facing):
device.
Because our stores are Samsung Authorized Service
x In Warranty by date (typically 1-year) that starts from the date Centers, Samsung commonly refers customers to
you purchased your device our stores. However, it is important to note that
Samsung agents should only validate with a
x In Warranty by condition – your device must be free of customer whether a device is in warranty by date,
defects/damage/imperfections to be considered In Warranty by not based on condition.
Samsung
o Samsung can't determine physical condition of a device A customer’s device can be In Warranty by date, but
over the phone or chat and relies on us as to determine Out of Warranty based on condition.
whether a device’s condition should be In Warranty
**Warranty condition validation can only be
performed by the Service Center the customer is
getting their device fixed at.**

2
Asurion_Internal_Use_Only
Samsung Warranty Determination: Customer Talking Points
2. Explain to the Customer How the Validation Applies to Their Device

x "[Customer Name] Unfortunately, even though your device

is In Warranty based on date of purchase, based on the
current condition of your device, this device cannot be
covered as an In-Warranty repair. (Show the customer the
device, point to areas of designation and explain)."

x "We are happy to repair your device still, but it would not be
covered Under Warranty. "

x "I understand that this is probably upsetting and confusing,

but my warranty determination decision is based off the
condition of the device today, as outlined based on the
checkpoints we are given from Samsung."

3
Asurion_Internal_Use_Only
Samsung Warranty Determination: Customer Talking Points
3. If a Customer Pushes Back on the Out of Warranty Decision

x "I understand your disappointment and frustration."

x "While your device is covered from the purchase date, it is not

covered based on its current condition. We consider this
decision carefully based on the device’s appearance and state.
Unfortunately, due to [Damage/Condition], this device is not
covered. "

If a Customer mentions Samsung Reference #

x "Thank you for this information. I can share it with the Samsung
team to make them aware of your situation. However, the
Samsung customer service team can only confirm your
warranty by device date, not current condition."

4
Asurion_Internal_Use_Only
Samsung Warranty Determination: Validation Point Information
Note for the tech (not customer-facing):
Two primary validation points will assist you with determining the correct warranty status:

x 1st validation point is the inspection of the deco and p-caps on the device.

o If the device has any damage to the deco or damage to the p-caps, regardless of what symptom the device is experiencing – warranty
determination by the store should always be Out of Warranty.

If the device does NOT have any damage to the deco or NO damage to the p-caps – the store should proceed with an inspection of the display
itself.

x 2nd validation point will be inspecting the display itself, which will involve two considerations.

o Cosmetic imperfections examples

ƒ Ex) Fingernail indents, pitting, scratching, etc.
o Symptoms of the device
ƒ Ex) No touch on the display, black splotches on the LCD, missing image, etc).

If the devices’ symptoms are on or near the cosmetic imperfections, the warranty determination should be considered Out of Warranty.

If the cosmetic imperfections are separate from the device symptoms (EG: no touch on the upper portion of the display, but fingernail indent on
the bottom half of the display) then the warranty determination should be considered In Warranty.

5
Asurion_Internal_Use_Only
Asuriion Inte
I t rnall Use Only
O l
 Fold / Flip Screen Protector Quick Reference Guide

This guide is intended to be a trimmed down version of the full guide which can be found
here: https://portal.ubif.net/kbase/article/10509. The full guide is recommended for those who
are new to using Portal and checking-in devices.

Collect the customer information and check-in the device as OOW (Out-of-Warranty)
o Before you begin, verify if the customer’s device is In-Warranty by date.
o Customers outside the warranty date should be charged $19.99 MSRP for the
protector replacement.
o Run IQC with the customer in store to share the results for transparency before check-in
o Once you’ve verified the customer is within their warranty period, you will still need to
check-in the device as OOW (Out-of-Warranty)
o DO NOT ever check-in screen protector replacements as IW (In-Warranty)!
o Click on Select Device Symptoms and choose the following Symptom Codes
o L1 - Screen Protector
o 14 - Screen Protector
o Symptom 3 can be any choice relevant to the status of the protector
o Under the “ Reason for Out of Warranty Status” menu, select Protection File
o Click on the Out of Warranty button to proceed

Add Protection Film SKU to Portal WO and Create GSPN Ticket

o It’s important to add the parts to the Portal WO before GSPN Ticket creation
o Once parts are attached and IQC is complete you can create the GSPN Ticket
o It’s recommended to only start the GSPN ticket when beginning the screen
protector replacement

Submit the FOC (Free-of-Charge) SAW Request

o On the right side of the Portal WO, open the “Work Order Actions” menu and select Open
SAW Tools
o Under the “Select SAW Type” menu, click on FOC
o If the option for “FOC” is missing, please ensure the device was checked in as
OOW!
o After you select FOC, click on the Submit SAW button
o Portal should confirm with a pop-up stating “SAW request was created successfully”
o Next, click on the View SAW Requests button to confirm the SAW was attached
o The SAW status should read as “Pending” which indicates a Sprinklr ticket will need to be
submitted in order to receive approval.
o Issue Type: Process Requests > SAW > [VOID] Warranty Cost Full Cover
o After submitting the ticket, monitor your email for a response from FSS
o Once FSS confirms the SAW was approved, move to the next step
 If the SAW Status shows “Approved” right after attachment, there is no need to submit a Sprinklr ticket.

Attach the Samsung In-Warranty Company

o On the Portal WO, open the “Work Order Actions” menu and select Open SAW Tools
o Click on the View SAW Requests button
o Here you can see the status of your SAW Request which should be marked Approved
o If SAW still shows “Pending” please resubmit or reply back to the Sprinklr Ticket
o Click the green check box that says “Convert to IW” to attach the Samsung In-Warranty
company

Moving the WO to Repaired-RFP

o After completing the Screen Protector replacement, you need to complete Fenrir SVC and
OQC
o When running OQC, you can select “External” since the phone was NOT opened
o Proceed to moving the WO to Repaired-RFP status using the following Defect Codes
o Check “OOW” Box
o Protection File
o Cosmetic
o Protect Film Defect – OOW

If you receive an error when moving the WO to Repaired-RFP, submit a JIRA Ticket right away!

Frequently Asked Questions

Q: Can I facilitate more than one screen protector replacement for the
customer?
A: Samsung allows one free protective film replacement during the manufacturer's warranty period.
Customer's are also eligible for a free replacement within 7-days of a previous film replacement.
Devices outside the warranty will need to be charged for the screen protector.

Q: How much should I charge the customer for a screen protector if the device
is outside the warranty period?
A: MSRP is $19.99 (plus tax)

Q: I do not see the option for “FOC” in the SAW Tools menu, how do I proceed?
A: The most common cause for this is due to the device being checked-in as In-Warranty. Screen
protector replacements must always be checked in as Out-of-Warranty, even if the customer is
within the warranty period. If you accidentally checked the device in as In-Warranty, mark the
Portal Work Order as “Declined-RFP” and recreate the work order.

Q: Do I need to submit a Sprinklr ticket if the SAW Status already shows

“Approved”?
A: No. In some cases, the SAW may be auto-approved for various reasons. It’s recommended to
always check the SAW status right after attachment to check if a Sprinklr ticket is needed.

Q: What if FSS declines the FOC SAW request?

A: If the customer is out of warranty by date, then the customer should be charged for the screen
protector. If this is a customer escalation, please let FSS know of the situation. FSS can check the
customer notes to see if a screen protector was promised by Samsung customer service. In which
case, the SAW can be approved.

Q: Why are we attaching the “Samsung In Warranty” company if the repair is Out
of Warranty?
A: While the protector is covered by Samsung, it’s tracked as an Out-of-Warranty repair. If the
customer returns with an IW issue (blank screen, connection issues, etc.), then the IW ticket will
NOT be tracked as a bounce. This is why it's important to ensure these are checked in correctly
according to the guide. This will not void the customer’s device warranty.

Q: What does the error “Work order cannot be changed to this function” mean?
How do I resolve it?
A: This error indicates that there is a Warranty Error on the GSPN ticket that needs to be resolved
internally. The quickest way to resolve this is to submit the appropriate JIRA Ticket using the link
below. The support agents will provide direction on how to clear the error.
 GD Tool: Service Issue IQC Guide

When customers are coming into the store because they are experiencing service issues on Samsung
devices, below are the steps to pull the call/SMS and data drops. This allows us to show the customer
whether the issue is carrier-related or hardware. This is all done in IQC, and we can either print or show the
customer the results depending on where your IQC computer is located.

Open IQC from GSPN and follow the steps to get the device ready.

Connect device and follow prompts on the screen to start

50IQC testing. Select “Connectivity” on the right-hand side.
 Select all tests under “Connectivity” and press “Start”

Most tests should run automatically on my devices. Just 51

watch the device and follow any prompts that appear. At the Results
Screen make sure to select “Connectivity" on the left hand side and at the top you will see quick links to the info we need.
Under those tabs will be all the information we need. Most importantly will be “No Service”, “Data Connection issue” and
“Call Drop Data”. This will tell you if the issue is with the carrier or with the device.

52
You can either print the results with the printing icon on the left side of the results screen. Make sure to ONLY print the
pages needed. If not, you will get 20-30 pages printed out.

53
 GD Tool: Common Resolutions

o Confirm Fenrir and GD Tool are not both open at the same time.
o They can both “fight” for USB permissions.
o Try a different USB cable on a different PC port
o Confirm device has enough storage ( > 3gb)
o Unplug, revoke USB debugging authorizations, toggle USB debugging off and back on
o Use Fenrir to reinstall Samsung USB drivers.
o Android System Web View
o Settings > Apps > and search for "WebView". Once you find that app, tap the 3 dots on the
top right and Uninstall Updates
o Restart PC
o Uninstall and reinstall GD Tool
o Try using #help channel on Slack
o Use chat function in lower right of ZenDesk

GD Tool: Blue WRT Test

o Turn on and pair sensor

o Verify o-ring is sealed with p-sensor inside
o Put syringe in down position
o Start test
o If the test does not start, select restart. If you cannot select restart, then restart GD testing
o While sealing the end of tube with your finger, put syringe in upward position and wait with your
finger on the end of the tube

54
GD Tool: Uninstalling and Reinstalling

55
 GSPN: Finding Samsung Software

Galaxy Diagnostics

Hover over “SVC Partner” and click “SVC Tool”

Search “galaxy” in the subject and select the latest version and date.

56
Fenrir/Daseul

Navigate to Engineer - Service Bulletin

Select “Mobile English” when you do this you will get moved to enter your certificate tool password as full level S2 is
required to obtain these. In the yellow field “Title” you will enter MUST, Fenrir, Daseul, etc.

57
PBA Files

Navigate to Engineer - Other -

Tools and then either Multi or Clear, usually the files will be in Multi-Software.

Insert FULL model code here. Ex: SM-G950UZKAVZW

58
 Process: Ticketing Overview

Is this a JIRA / Support / Help Desk ticket or an FSS / ZenDesk ticket?

Zendesk is run by the Samsung FSS (Field Service Support). The FSS team can approve error requests and
Exception requests and is the only team capable of doing so. Please keep in mind that depending on the
error you receive, the FSS team/agent may require you to do basic troubleshooting and/or have you
provide screenshots of the errors, the about menu of the device, proof of purchase, etc.

JIRA is run by UBIF Asurion ServiceDesk team and can be escalated to the Samsung Partnership team when
necessary. Stores first step should be to reach out to the ServiceDesk team if you get a portal error. You can
file a ticket using the support tab on portal. The ServiceDesk team is capable of applying requests and
determining warranty errors (WERs). The ServiceDesk team is also capable of answering basic
troubleshooting questions.

63
 Process: GSPN & Portal Work Order Errors

[Fenrir] [#] There is no history of FENRIR connection in FUS server.

Description
This error occurs when Fenrir was not executed on the device. Work Orders with this error cannot proceed
to Repaired-RFP until SVC Connection is executed on the device or having a Fenrir Exception approved.
Fenrir [4] and Fenrir[8] are the only 2 errors eligible for Fenrir Exceptions.

Causes
o The device was disconnected from Fenrir prematurely; ensure that Fenrir has finished processing
the SVC connection before disconnecting the cable.
o The device was not recognized by FENRIR. This can occur from a dirty or damaged charging port or
bad charging cable. In rare cases, it’s the device failing to send data to the PC.
o If the error is [Fenrir] [4] that means the binary is not downloaded onto the PC so the update could
not be installed. This is only seen on In-Warranty repairs only.

Solution
Execute Fenrir on the device again. Use “SVC Connection” for BOTH OOW & IW repairs. “S/W Update” is
also required for all IW repairs.

If Fenrir cannot be executed on the device or the customer refused a software update, you can submit a
Fenrir Exception via ZenDesk Ticket Request. Please note that FSS will NOT approve exceptions for Fenrir if
you did not run “SVC Connection” on the device. You will need a screenshot of “SVC Connection” being run
on the device in order to receive approval for this request.

If FSS declines this exception request, you can try reaching out to your designated Samsung rep for a one
time exception.

64
[Fenrir] [8] The PBA UN in Phone is not matched to PBA UN in MPTS.

Description
This error occurs when GSPN believes there is a non-OEM motherboard on the device.

Causes
o The device is an “End-of-Life” device. EoL devices are considered to be S7 series and older.
o The PBA is non-OEM (or being detected as such).

Solution
You can submit a Fenrir Exception via ZenDesk Ticket Request. Include a full screenshot of the error and
ensure the WO is visible in the screenshot.

65
[GCIC] GD Error

Description
This error occurs when Portal has detected a FAIL or MISSING GD Tool Result. Work Orders with this error
cannot proceed to Sale Complete without retesting the device or requesting a GD Exception.

Causes
o IQC was not executed based on the defect code selected upon check-in.
o OQC is showing a FAIL result; OQC will need to be executed on device again
o OQC showing NO GD result. This can occur if the GSPN Ticket was not created when testing was
executed. This can also occur if the WO has not been set to Repair-in-Progress status.
o The WO was not set to Sale Complete before 14 days. It’s important to not let tickets sit unresolved
or opened for more than 24 to 48 hours if possible.

Solution
Execute GD Tool on the device again.

If you cannot resolve this error using the step above, you need to reach out by creating a ZenDesk Ticket
Request. If FSS does not resolve the issue, you can try reaching out to your designated Samsung rep for a
one time exception.

* Help Desk and JIRA Support cannot help with GD Tool/OQC Exception approval. *

66
[GCIC] [OCTA:F]

Description
This error occurs when Portal has detected a FAIL or MISSING GD Tool Result. Work Orders with this error
cannot proceed to Sale Complete without retesting the device or requesting a GD Exception.

Causes
o Fenrir was executed before the OCTA was replaced on the device; execute Fenrir again to resolve
the error.
o Fenrir failed to send the logs to the FUS server; ensure the device is not prematurely disconnected
from Fenrir.
o Fenrir was executed on a previous ticket that was marked Repaired or Sale Complete (even if the
part is no longer attached to the WO).
o The previous ticket is still open/not canceled; if the previous GSPN ticket is not set to Repaired,
cancel the ticket that had this part attached (even if the part is no longer attached to the WO).
o Part was removed from the WO after the status was changed to Repaired-RFP.
o Part was returned into inventory after processing a refund, then reused on another device.

Solution
Execute Fenrir again. If the error persists, replace the OCTA and RMA the current one. After OCTA
replacement, execute Fenrir again to clear the error.

If the above does not resolve the issue, reach out to your Samsung rep to get clarification as to why the
error is occurring. You can also submit a JIRA ticket for clarification on the reasoning behind the error here:
Samsung General Question.

* Outside of the above solutions, there are no workarounds to this error. If the device was released before
this error was resolved, you need to mark this Declined-RFP and absorb the cost of parts used *

67
[GCIC] Not created new job.

Description
The error occurs when a pending ticket for the device exists on GSPN. The GSPN Ticket can be linked to
UBREAKIFIX or another Samsung service provider.

Causes
o There’s an open ticket on Portal with the device attached. You can validate this by searching the
IMEI in Portal.
o A pending ticket could have been created via 1-800-SAMSUNG if they were contacted prior to the
device arriving.
o A pending ticket may exist under another Samsung Authorized Service Center or Partner.

Solution
You can first contact Help Desk if you cannot find the open ticket in Portal.

If it can not be resolved by Help Desk, you can submit a ZenDesk Ticket Request and ask FSS to cancel any
pending tickets on their end.

If FSS cannot help, submit a JIRA Ticket.

68
[GCIC] Ticket is locked, the other user is using this ticket.

Description
The error occurs when the GSPN Ticket is being used on the GSPN side by another user.

Causes
o The GSPN ticket is currently being edited at the time of the error.
o The GSPN Ticket could be in an opened internet browser tab. Most of the time, it’s someone on the
Samsung side.

Solution
Wait and try again. This will likely resolve itself within the hour.

Submit a JIRA Ticket if the issue continues.

69
ASC Job No already exists.

Description
This error occurs when GSPN detects that the WO number (ASC Job No) has a GSPN Ticket already
attached.

Causes
o This is usually caused by a miscommunication/disconnect between the Portal WO and GSPN Ticket
while attempting to create the GSPN Ticket; this is at no fault of the store.
o There may have been a slight disruption in the internet connection while creating the ticket.

Solution
Submit a JIRA Ticket to have this resolved.

70
Cannot be accepted - status ST025

Description
This error occurs when the GSPN Ticket attached to the Portal Work Order has been canceled.

Causes
o GSPN Tickets can be canceled by the Samsung Field Support Team due to inactivity. Tickets that go
unresolved for more than 72 hours without an attempt at resolution end up in LTP (Long Pending
Ticket) status. This typically only affects In-Warranty repairs.

Solution
If the ticket has been canceled on an In-Warranty repair, you will need to recreate a new WO to properly get
reimbursed for the repair. Canceled tickets cannot be reopened via the old WO. Exceptions are not
guaranteed for the new WO depending on the circumstances.

If the WO needs to be closed due to no repair being completed, you can submit a Work Order Issue Form.

71
DelayReason is required for the status - ST030

Description
This error occurs when the GSPN ticket is in “Pending” status with no “Reason” selected.

Causes

o This could happen if the Portal WO is moved to “Awaiting Device/Awaiting Customer” status.

Solution
Try to move the WO to “Repair in Progress” status. This will usually resolve the issue.

Submit a JIRA Ticket if the above does not work.

72
Invoice is Invalid. Check the format of Invoice number.

Description
The error occurs when a part attached to the Work Order has an invalid OEM Invoice number.

Causes

o Distro’s OEM invoice for the Part does not match the invoice number on GSPN. This is at no fault of
the store.

Solution
Reach out to Help Desk to resolve this issue.

73
PBA/OCTA parts data is not valid.

Description
This error occurs when an OCTA or PBA QR code does not match its respective part. Items that require QR
scans are: OCTA Kits, Batteries, Camera Modules, and Main PBAs.

Causes
o Scanning the wrong QR code. It can be confusing since there are multiple QR codes on some parts.
o Running IQC after replacing the parts. Do NOT ever do this under any circumstance.

Solution
Execute GD Scan the proper QR codes. If you are absolutely certain you scanned the correct QR codes,
take pictures of both QR codes on both old and new parts. You will need to submit these for a SAW (Service
Action Work) request for a Parts S/N exception. Please double and triple check the QR codes on the part
before reaching out to support as most of these are resolvable without support.

* If you are rescanning the parts, ensure Portal is updating the codes correctly. If you have issues with Portal
updating the scans, please remove the part from the WO and add it back with the proper scans. *

If the above does not resolve the issue, you can use the SAW Tools module under “Work Order Actions”
within Portal. A guide on how to use this tool can be found here: SAW Tool Guide

Once the SAW is attached, you then will need to submit a ZenDesk Ticket Request. For Issue Type select
“Process Request” > “SAW” > “Parts and S/N” along with the appropriate WO information. Once approved,
you can proceed the WO.

74
Service request cannot be created.

Description
This error occurs when attempting to create a GSPN Ticket for a device with a Carrier not Supported by
Samsung.

Causes
o The device carrier may be TracFone, Straight Talk, or another unsupported carrier.
o The device may be an International Model. Please check the model code.

Solution
The current resolution is to use International Samsung Work Flow. After the WO is created, submit a request
to have the Samsung International Company attached.

This should only be used for Out-of-Warranty repairs. In-Warranty will need to be directed to the device’s
carrier. Please note that you will only receive GRADED CREDIT for these devices.

75
The work order status cannot be changed from this function!

Description
This error usually appears for In-Warranty GSPN Tickets that have a Warranty Error (WER). WOs cannot
proceed until these are resolved.

Causes

o The GSPN ticket has a Warranty Error (WER). You can review This Guide for more information on
these.

Solution
Submit this JIRA Ticket for WER for help resolving these errors.

76
Warranty bill number is already created.

Description
This error occurs when a confirmation number for a closed (Goods Delivered) GSPN ticket already exists.

Causes

o This is usually caused by a miscommunication/disconnect between the Portal WO and GSPN Ticket;
this is at no fault of the store.

Solution
Reach out to Help Desk to resolve this issue.

77
You can’t change the status of the cancelled ticket.

This error is also a variation of “Cannot be accepted - status ST025”

Description
This error occurs when the GSPN Ticket attached to the Portal Work Order has been canceled.

Causes
o GSPN Tickets can be canceled by the Samsung Field Support Team due to inactivity. Tickets that go
unresolved for more than 72 hours without an attempt at resolution end up in LTP (Long Pending
Ticket) status. This typically only affects In-Warranty repairs.
o GSPN desync. Although it’s rare, it’s possible that GSPN did not properly communicate with the
active WO and needs to be synchronized.

Solution
If the ticket has been canceled on an In-Warranty repair, you will need to recreate a new WO to properly get
reimbursed for the repair. Canceled tickets cannot be reopened via the old WO. Exceptions are not
guaranteed for the new WO depending on the circumstances.

If the WO needs to be closed due to no repair being completed, you can submit a Work Order Issue Form.

78
 Process: GSPN Errors & Resolutions

GSPN - Account Lock

Error Message
“We detect that you have not used your ID in GSPN for more than 6 days. Please contact to your ASC admin
in order to extend your ID.”

Cause
The GSPN account was not logged in for at least 6 days.

Solution
Submit a ZenDesk Ticket: https://ubifsupport.zendesk.com/hc/en-us/requests/new

Issue Type: Systems Credentials Support > Expired or Locked GSPN

Description: Explain that your account is locked and include the GSPN account name.

Prevention Measures: Log into your GSPN accounts every day.

79
GSPN - Account Deleted

Error Message
“User ID is Not Authorized. Please contact your system administrator”

“Your account has been deleted. Please contact the administrator.”

Cause
The GSPN account was not logged in for at least 30 days.

Solution
Submit a ZenDesk Ticket: https://ubifsupport.zendesk.com/hc/en-us/requests/new

Issue Type: Systems Credentials Support > New GSPN Account

Description: Explain you need a new account to access GSPN. You may need to request both accounts be
reactivated (both Slvl and M accounts)

Prevention Measures: Log into your GSPN accounts every day.

80
GSPN - GD Certificate Approval

Error Message
“The certificate has not been approved yet. Please run GalaxyDiagnostics after the certificate is approved.
[530]”

Cause
GD Tool was accessed on another PC. GD Tool can only run on 1 PC per GSPN account. You can request
additional accounts via a ZenDesk ticket if you need GD Tool on another computer.

This can also happen if the main Samsung computer was wiped or the hard drive was replaced

Solution
A guide already exists for this process here: Samsung Systems & Credentials Setup

Go to the GALAXY DIAGNOSTIC SETUP section and scroll down to Step 3.

Prevention Measures: Do not attempt to access GD Tool on another PC if possible.

81
SKP - Knowledge Tab Lock

Error Message
“No register login user. This system is not available.”

Cause
Attempting to access the “Knowledge” tab without entering the certificates password in over 14 days.

Solution
Submit a ZenDesk Ticket: https://ubifsupport.zendesk.com/hc/en-us/requests/new

Issue Type: Systems Credentials Support > Knowledge Tab Access Request

Description: Explain that you no longer have access to the Knowledge Tab in GSPN

Prevention Measures: Enter the certificate password everyday in the Mobile SVC section in the Knowledge
Tab

82
SKP - Unlock the 1-Month lock

Error Message
“You haven’t logged into your account for more than a month. Please unlock the account by using ‘Other
request’ in Mobile SVC.”

Cause
Not generating the OTP code under Mobile SVC within the GSPN Knowledge tab.

83
Solution
o Access Knowledge Tab on your main GSPN Account (SLVL Account)
o Navigate to Engineer > Mobile SVC > Other Request
o For Request Type select Unlock the 1-month lock

o Create a new ESN/IMEI Writing Password (and take note of it)

o Click on the Request button and then click the Go to Request Page button
o Take a screenshot of Mobile SVC Request Status page
o Submit a ZenDesk ticket: https://ubifsupport.zendesk.com/hc/en-us/requests/new
o Issue Type: System Credentials Support > Unlock the 1-Month Lock
o Screenshots Required: 3
o Screenshot of Mobile SVC Request Status Page
o Screenshot of IP Address from whatismyipaddress.com
o Screenshot of MAC Address from Windows Command Prompt

Prevention Measures: Enter the certificate password and reissue the OTP code everyday in the Mobile SVC
section in the Knowledge Tab

84
SKP - Unlock the certificate / Login Failed.

Error Message
“Login failed for more than five times. Please unlock the account by using ‘Other request’ in Mobile SVC.”
“Certificate validation failure. Account will be locked with many failed login attempts.”

Cause
Too many failed login attempts using the Certificates Password.

85
Solution
o Access Knowledge Tab on your main GSPN Account (SLVL Account)
o Navigate to Engineer > Mobile SVC > Other Request
o For Request Type select Unlock the Certificate

o Click on the Request button and then click the Go to Request Page button
o Take a screenshot of Mobile SVC Request Status page
o Submit a ZenDesk ticket: https://ubifsupport.zendesk.com/hc/en-us/requests/new
o Issue Type: System Credentials Support > Unlock the Certificate
o Screenshots Required: 1
o Screenshot of Mobile SVC Request Status Page

Prevention Measures: Please ensure your passwords are up to date and properly noted somewhere for easy
access.

86
MOTP - Approval Request

Error Message
“Your access authority is in the status of request.”

Cause
The physical MOTP device needs to be approved for mobile GSPN usage. This error should only occur when
first setting up the device.

Solution
Submit a ZenDesk Ticket: https://ubifsupport.zendesk.com/hc/en-us/requests/new

Issue Type: Systems Credentials Support > MOTP Approval Request

Description: Explain that this device needs access to mobile GSPN. Attach a screenshot of the error.

Prevention Measures: N/A

87
MOTP - Target Flag

Error Message
“You have not been granted access to the Master OTP. Please check your Traget Flag in MasterOTP Master
Mgmt of CS Portal”

Cause
The mobile GSPN account has not been assigned to this device. This can happen if you had a new account
created due to your previous account being deleted.

Example: Your account may have been named uBiF123M01 but the new account is now named uBiF123M02.
This can only be changed by submitting a ZenDesk ticket.

Solution
Submit a ZenDesk Ticket: https://ubifsupport.zendesk.com/hc/en-us/requests/new

Issue Type: Systems Credentials Support > Target Flag

Description: Explain that the account is not assigned to this MOTP device. Attach a screenshot of the error.

Prevention Measures: N/A

88
MOTP - Not Mapping between G-SPN ID and BP No

Error Message
“It is not mapping between G-SPN ID and BP No (Engineer Code) Please contact your administrator”

Cause
The mobile GSPN application type is not configured correctly.

Solution
o Open the Mobile GSPN app
o Click the gear icon in the top right corner to access the Options menu
o Under the Application section, click the drop-down and select Master OTP
o Exit the Options menu by clicking the SAVE button

Prevention Measures: N/A

89
90
MOTP - Data Not Found

Error Message
“Data not found. Please check your engineers in MasterOTP Engineer Mgmt in CS Portal”

Cause
Your Level S2 access on your main GSPN account has been revoked or expired.

Solution
A guide already exists for this process here: Samsung Systems & Credentials Setup

Go to the LEVEL S2+ REQUEST section and complete the entire section.

Submit a ZenDesk Ticket: https://ubifsupport.zendesk.com/hc/en-us/requests/new

Issue Type: Systems Credentials Support > New Certificate / Level S2

Description: Explain that this device needs access to mobile GSPN.

Prevention Measures: Enter the certificate password and reissue the OTP code everyday in the Mobile
SVC section in the Knowledge Tab

91
MOTP - Engineer Expired

Error Message
“Engineer Management - Expired”

Cause
You have not clicked “Confirm” under the Engineer Management Tab in over 14 days.

Solution
Submit a ZenDesk Ticket: https://ubifsupport.zendesk.com/hc/en-us/requests/new

Issue Type: Systems Credentials Support > Engineer Extension (MGSPN)

Description: Explain that your Engineer access has expired on the MOTP device

Prevention Measures: Click the “Confirm” button under the Engineer Management tab on the MOTP device.

92
MFA - Already registered App.

Error Message
“Already registered App.”

Cause
The device and app is already registered to another GSPN account. The Authentication ID you typed in can
only be used once per account.

Solution

o Ensure you are logging into the correct account.

o It’s worth noting that you need an separate MFA device (a total of two devices) for both GSPN
accounts
o One device and app is needed for your main account (SLVL account)
o One device and app is needed for your MOTP account (M account)
▪ The MOTP device can have the MFA app installed on it as well
▪ The 2nd device can be either an iOS or Android device of your choice

Prevention Measures: You need an MFA device for each GSPN login. You can also review the MFA setup
guide here: https://portal.ubif.net/kbase/article/10216

93
MFA - Invalid Request

Error Message
“An error has occurred. Please try again in a few minutes. View Detail > Invalid Request.”

Cause
o The device is not connected to the internet.
o The device was connected to Wi-Fi after the app was opened.
o The app session has timed out.

Solution
o Reconnect the device to Wi-Fi and force close and reopen the app.
o If the above does not work, log out of GSPN and log back into the account

Prevention Measures: N/A

94
MFA - Invalid auth code.

Error Message
“Invalid auth code.”

Cause
o The device is tied to another GSPN account.
o The device is not connected to the internet.

Solution
o Ensure you are logging into the correct account.
o Reconnect the device to Wi-Fi and force close and reopen the app.

Prevention Measures: N/A

95
Z Flip4 Digital Hall IC Calibration On the Job Training

OJT: Z Flip4 Digital Hall IC Calibration

Introduction This document is intended to guide technicians in completing Digital Hall IC Calibration on
Galaxy Z Flip4 devices.

Turning On the If the Main Display is not turning on after Main PBA or Front Assembly repair, the Main Display
Main Display - can be turned on manually using the instructions in the step table below.
Table Magnet
• A Table Magnet (GH81-18190A) is required to manually turn on
the Main Display
• When the device is unfolded, the Main Display will be OFF and
the Sub Display will be ON
GH81-18190A

Main Display: OFF Other

Sub Display: ON Main Display: ON by Magnetic
magnets
Device: Un-folded

Note: If the Main Display turns off after the Booting animation (Samsung & Carrier logos)
have been shown through Main Display, then there is no hardware defect.

Step Action
1. Place the Table Magnet at the top center side of the Sub Display on the Rear
• The Magnet will be held to the Rear of the Sub Display by the embedded magnet
on that side of the device
2. When the Table Magnet sticks in place to the Rear of the Sub Display, the Main Display
will turn on

© 2022 Samsung Electronics America, Inc. Samsung is a registered trademark of Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks or registered trademarks. SAMSUNG
Revised September 21, 2022 Care
96
Z Flip4 Digital Hall IC Calibration On the Job Training

Turning On the After MRl has been installed on Galaxy Flip4 devices, the Main Display may be enabled using a
Main Display - keypress combination.
Key
After connecting a USB cable to the device:
Combination

DOWN (x2)

ER(Hold)

•
Connect Press & Hold Power key, Main
USS cable Press Volume UP once, Display:
to device Press Volume Down twice ON

1. Press and hold the Power key

2. Short-press (press and let go) Volume Up{+) once (lx)
3. Short-press (press and let go) Volume Down{-) twice (2x)

Completing Use the instructions in the step table below to use Galaxy Diagnostics for Digital Hall IC
Digital Hall IC Calibration:
Calibration © Remove Magnet First
Magnet
-----------------------�
- No Magnets around device

■■iiiiiiiiiil•:
I I
I
L_ -----------------
·••

.. ..
0.flOt�V"
cal
.. J<M'fOl,dU��dunnigfflie­
� l:Qek......, -,n,plOffl

"°" "" ,._.,.

of .uti ,..., '""' btt �.- enc,
I b, do c..ahbrahon
�wfthurlfotdlftgac•w
•Therernuatr,,.non,.a,,.. �•
,,.., ro tti• dev1c. •+nt- celil,r•t.,_,
-------,

to;;.__.,,.;_::::;,_�__..._�_
I

@ Aller removing
Magnet
Press "step1· button ----

Enter to Digital Hal (!) Remove Magnet

IC Calibration mode Press "Step2" button
@ Press "Step1" button
with Magnet

© 2022 Samsung Electronics America, Inc. All Rights Reserved

Revised September 21, 2022
SAMSUNG
Care
97
Z Flip4 Digital Hall IC Calibration On the Job Training

Note: There cannot be any magnetic objects around the device to complete Digital Hall IC
Calibration successfully; once the device has been placed in Digital Hall IC Calibration
mode, remove the Table Magnet (if used) and make sure it is placed far from the device
so that it does not impact calibration.

Step Action
1. Enter Digital Hall IC Calibration mode, then remove the Table Magnet (if used) and place
it far away from the device
2. After the Table Magnet has been removed, press Step 1 to start Digital Hall IC
Calibration
3. Press Step 2 to finish calibration

Revision The following table lists the revisions made to this OJT resource.
History

Version Released Revision

09/13/2022 •
---- First published edition of this document.

98
IMEI Cloud Tool Pilot On the Job Training

OJT: IMEI Cloud Tool Pilot

Introduction This document is intended to instruct technicians in the proper installation and usage of the
IMEI Cloud Client application on the Service PC in support of the IMEI Cloud Tool pilot.

What is the IMEI Samsung is excited to introduce the new IMEI Cloud Tool for use during this pilot. This tool has
Cloud Tool? been designed to complete the IMEI rewrite process on supported models. The IMEI Cloud Tool
is designed to serve as a streamlined, semi-automated process that will help expedite the IMEI
rewrite process.

The IMEI Cloud Tool will:

 Reduce the setup and configuration time for IMEI rewrite
 Eliminate the need to manually download associated files (i.e. POT files)
 Eliminate the need to maintain local file directories for required files
 Decrease turnaround time for repairs requiring IMEI rewrite
 Positively impact the customer experience

The IMEI Cloud Tool has been built to reduce the amount of configuration, setup, and
maintenance required for the IMEI rewrite process. The new streamlined process is designed to
be intuitive, effortless, and fast.

Prerequisites The following are required to use the IMEI Cloud Client:
 Service PC running Fenrir
¬ Make sure that the most up to date binaries have been downloaded in Fenrir
for the device being serviced
 Ensure that any VPN connection is disconnected prior to initializing the ImeiClient.exe
 Only certain models are supported using the IMEI Cloud Client application at this time.

© 2021 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
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Download & Follow the instructions in the step table below to download and extract the IMEI Cloud Client:
File Extraction

Step Action
Using an Internet browser, navigate to https://api.secmobilesvc.com/client/GSPN.zip to
download the zip archive IMEI Client GSPN
Navigate to the downloaded zip archive IMEI Client GSPN:
 Right click on the zip archive
 Select Extract All
 Select a location for file extraction
 The following items are included in the zip archive:

Using IMEI Follow the instructions in the step table below to configure and use the IMEI Cloud Client:
Cloud Client via
the USB Note: When changing from one model to another, the IMEI Cloud Client tool does not require
Method (Page that the user exit and restart the tool.
2-6)

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Step Action
Attach the mobile phone to the Service PC using a USB cable
 Take note of the COM Port assigned to the device using the Windows Device
Manager (Launch Device Manager > Select arrow beside Modems to reveal
devices > Right click and select Properties > Activate the Modem tab > Note
Port):

Using Windows Explorer, navigate to the location of the extracted IMEI Cloud Client, and
run ImeiClient.exe to start the IMEI Cloud Client

Required: If the IMEI Cloud Client tool needs to be updated, please update as prompted:

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Enter the following information into the IMEI Cloud

login screen:

 G-SPN User ID
 Service Tool Password
 OTP
 Master OTP

Click the Login button to log in to the tool

Note: After successfully logging in, users won’t be required to login unless the IMEI
Cloud Client tool has been closed or the OTP has expired
Set the COM Port for the mobile device based on step 1 for the USB method.

If unable to use the USB method, proceed using the

Anyway Jig (Using the IMEI Cloud Client via the
Anyway Jig).

 Configuration is not required after the first

time the IMEI Cloud Client is used

Note: The COM Port assigned to the mobile device

may change if the USB cable is moved to a
different port and/or if the Service PC is
rebooted

Ensure you are using a compatible Samsung authorized USB cable when utilizing the
USB method.

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Input the device IMEI and the G-SPN Ticket NO:

Note: You can input the IMEI via the barcode scanner or by manually typing in the IMEI.
Click the IMEI Write button to complete the IMEI write.

Note: The IMEI Write should be completed followed by the Fenrir D/L option prior to
completing the IMEI check.

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The IMEI Cloud Tool will automatically complete the IMEI rewrite process. A pass
message will be displayed once completed successfully.

Ensure the required factory binary has already been installed and is available prior to
this step.

After successfully completing the IMEI Write process in the IMEI Cloud tool, use the
Fenrir D/L button within the IMEI Cloud tool to complete a factory binary on the
customer’s device.

Note: After clicking the Fenrir D/L option, the connected device will automatically be
restarted in download mode.

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Select the correct model, carrier, and S/W version using the three provided drop down
fields and click OK.

The factory binary will automatically initialize and complete, the device will restart.
Click the IMEI Check button to complete the IMEI check.

Complete Warranty Validation using Fenrir and proceed with closing the ticket as
normal.

Using IMEI If the USB method is unstable, you can alternatively use the Anyway Jig to complete the IMEI
Cloud Client via Rewrite process using the IMEI Cloud Tool. Use the steps below to complete the IMEI Write and
the Anyway Jig IMEI Check process using the Anyway Jig method.
(Page 6-11)

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Step Action
Turn on the S103 Anyway Jig and connect the Anyway Jig to the 5V power supply.
Connect the Anyway Jig to the Service PC using the serial to USB cable.

Note: Do not connect the device to the Anyway Jig

Verify the COM port number of the Anyway Jig in the Device Manager (Launch Device
Manager > Select arrow beside Ports to reveal devices > Note the Port beside the Prolific
USB-to-Serial Comm Port option, i.e. COM11):

Using Windows Explorer, navigate to the location of the extracted IMEI Cloud Client, and
run ImeiClient.exe to start the IMEI Cloud Client

Required: If the IMEI Cloud Client tool needs to be updated, please update as prompted:

Enter the following information into the IMEI Cloud

login screen:

 G-SPN User ID
 Service Tool Password
 Master OTP
 OTP

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Click the Login button to log in to the tool

Note: After successfully logging in, users won’t be required to login unless the IMEI
Cloud Client tool has been closed or the OTP has expired
Set the COM Port for the Anyway Jig based on step 2.
The port setting for the Anyway Jig should be
entered in the first Port drop down. Select the Jig in
use (i.e. S103) under the Jig dropdown.

Note: The “Jig port” will be grayed out when using

the Anyway Jig method. The port from the Anyway
Jig should be entered using the first Port drop down.

Input the device IMEI and the G-SPN Ticket NO:

Note: You can input the IMEI via the barcode scanner or by manually typing in the IMEI.
Turn the device off and plug the I/F cable into the device, wait for the device to fully
boot on.

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Click the IMEI Write button to complete the IMEI write.

Note: The IMEI Write should be completed followed by the Fenrir D/L option prior to
completing the IMEI check.

The IMEI Cloud Tool will automatically complete the IMEI rewrite process. A pass
message will be displayed once completed successfully.

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Do not close the IMEI Cloud Rewrite Tool.

Ensure the required factory binary has already been installed and is available prior to
this step.

After successfully completing the IMEI Write process in the IMEI Cloud tool, use the
Fenrir D/L button within the IMEI Cloud tool to complete a factory binary on the
customer’s device.

Note: After clicking the Fenrir D/L option, the connected device will automatically be
restarted in download mode.

Select the correct model, carrier, and S/W version using the three provided drop down
fields and click OK.

The factory binary will automatically initialize and complete, the device will restart.

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Turn off the device and plug the I/F cable into the device, wait for the device to fully
boot on.

Click the IMEI Check button to complete the IMEI check.

Complete Warranty Validation using Fenrir and proceed with closing the ticket as
normal.

Troubleshooting Q: I’ve seen a message on my service PC advising an IMEIClientUpdate as available, what

should I do?
A: This message indicates there is an update required
for the IMEI Cloud Tool. To initialize the update, please
click the notification and complete the update wizard.
Updates ensure that the tool is running the latest
version to ensure the supported processes function
correctly.

Q: I’m being prompted to enter a CAPTCHA, why is this occurring?

A: If you’ve failed to enter the correct login information when trying to access the IMEI Cloud
Tool, you may be required to enter a CAPTCHA to validate your login attempt. To complete,
type the CAPTCHA in as requested and click OK.

Q: I’ve received an error E1016 advising an invalid username or password has been entered.
What should I do?
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A: Ensure you’ve entered the proper credentials and try to login again. Your login credentials
are:
Username – G-SPN Username
Password – Service Tool password
OTP – OTP generated in G-SPN
Master OTP – Master OTP generated using Mobile GSPN tool

Q: Which devices are supported by the IMEI Cloud Tool during the initial pilot?
A: The initial list of devices supported by the IMEI Cloud Tool during the pilot include the A21
(SM-A215U), Note10 (SM-N970U), Note10+ (SM-N975U), Note10 Ultra (SM-N976U), Note10
Ultra (SM-N976V)

In the event that an unsupported device/IMEI is detected, an error will be displayed.

Q: What else should I know about error codes and the IMEI Cloud Tool?
A: The IMEI Cloud Tool uses the same error code types used in Dasuel.

Q: When I use Device Manager to detect the COM port number for the device, I am having
trouble validating which port is associated with my device.
A: In the event that you are unable to use the Device Manager to validate the port number of
the device you are using, you may need to use the Phone and Modem setting within the Control
Panel to validate.

Launch the Control Panel > Type in Phone and Modem in the search field > Once the Phone and
modem option launches, if prompted enter your local 3 digit area code > Click the Modems tab >
Connect your device > Note the “attached to” column for your device to verify the COM port.

In the event that 20 or more Samsung Mobile USB modem options are displayed, you may need
to remove devices that are not in use.

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Q: When running the IMEI Write and IMEI Check function via the Anyway Jig method, how
should the configuration of the equipment appear?
A: Remember to follower the steps of the Anyway Jig method to ensure the process functions
correctly.

Q: When attempting the Fenrir D/L option, I’m getting an unexpected error or failure, what
should I check?
A: Remember the required factory binary must be downloaded in Fenrir prior to using the
Fenrir D/L option in the IMEI Cloud Tool.

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FRP Unlock Tool Migration On the Job Training

OJT: FRP Unlock Tool Migration

Introduction This document is intended to educate technicians about migration to the new FRP Unlock
function built into the IMEI Cloud Client tool.

About FRP Effective August 19, 2024, Samsung is migrating FRP Unlock functionality into the IMEI Cloud
Unlock Tool Client tool. This is a part of ongoing system consolidation effort to simplify Samsung Repair
Migration Process. This migration of FRP Unlock to IMEI Cloud will allow technicians to use the IMEI Cloud
Client tool to complete FRP Unlock on devices operating on Android OS.
There are several benefits:
 Elimination of Galaxy Must log-in requirement
 No change in IMEI Cloud Client log-in process
 Using an existing tool with an existing process means there should be a quick
learning curve for the new method

Using IMEI Use the instructions in the step table below to use the IMEI Cloud Client tool to complete FRP
Cloud Client Unlock:
Tool - FRP
Unlock

Step Action
1. Open the IMEI Cloud Client using either the IMEICLIENT icon or by running
“ImeiClient.exe”

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mentioned herein are the property of their respective owners and may be trademarks or registered trademarks.
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2. Select the Job Type (FRP Unlock to

complete FRP Unlock)

3. Log in with the following information:

 GSPN ID
 IMEI Write Password
 OTP
 MOTP

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4. Select and confirm the COM port

number

5. Click FRP Unlock

 FRP Unlock will complete automatically
o Read phone information (Auto)
o FRP Unlock and check “PASS”

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© 2024 Samsung Electronics America, Inc. All Rights Reserved

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Changing the To change the COM port being used by the IMEI Cloud Client tool:
COM Port 1. Click the Settings button at the top right of the UI
2. Select the desired COM port number, then click Confirm

© 2024 Samsung Electronics America, Inc. All Rights Reserved

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Revision The following table lists the revisions made to this OJT resource.
History

Version Released Revision

1 08/07/2024  First published edition of this document.

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Scanning Main PBA QR Codes On the Job Training

OJT: Scanning Main PBA QR Codes

Introduction This document is intended to guide agents on where to find and scan QR codes on the Main
PBA. Knowing where to locate and scan the QR codes will enable more accurate parts
management during and after repairs.

Topic The Main PBAs for Samsung devices feature an embedded QR code that enables the part to be
scanned during repairs. Utilizing the QR code allows the unique identifying information for each
Main PBA to be tracked and managed effectively. Scanning the QR code helps to reduce the
impact of human error when managing parts, and increases the speed at which parts can be
tracked and shipped via U-Class.

The following device series are listed:

 Galaxy S Series
 Galaxy Note Series
 Galaxy Z Series
 Galaxy A Series
 Additional Devices

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
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Scanning Main PBA QR Codes On the Job Training

Galaxy S Series

Galaxy S23 & Galaxy S23+ Galaxy S23 Ultra (Rear Side)

Galaxy S22 & Galaxy S22+ Galaxy S22 Ultra

Galaxy S21 5G Galaxy S21+ 5G

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
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Scanning Main PBA QR Codes On the Job Training

Galaxy S21 Ultra 5G Galaxy S20 5G

Galaxy S20+ 5G Galaxy S20 Ultra 5G

Galaxy S20 FE Galaxy S10

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
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Scanning Main PBA QR Codes On the Job Training

Galaxy S10e Galaxy S10+

Galaxy S10 5G (Rear)

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
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Galaxy Note
Series

Galaxy Note20 5G Galaxy Note20 Ultra 5G

Galaxy Note10 Galaxy Note10+

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
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Scanning Main PBA QR Codes On the Job Training

Galaxy Z Series

Galaxy Z Fold5

Galaxy Z Fold4

Main Sub (Rear) Sub (Front)

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
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Scanning Main PBA QR Codes On the Job Training

Galaxy Z Fold3 5G

Galaxy Z Fold2 5G Galaxy Z Fold

Galaxy Z Flip5 Galaxy Z Flip4

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
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Galaxy Z Flip3 5G Galaxy Z Flip

Galaxy A Series

Galaxy A01 Galaxy A10e

Galaxy A11 Galaxy A12

Galaxy A21 Galaxy A20

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
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Galaxy A50 Galaxy A51

Galaxy A51 5G Galaxy A70

Galaxy A70

Additional
Devices

Galaxy Watch

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
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Revision The following table lists the revisions made to this OJT.
History

Version Released Revision

1.0 2/28/2020  Initial OJT created
1.1 10/14/2020  New models added
1.2 12/3/2020  New models added
1.3 1/25/2021  New models added
2.0 8/18/2021  Updated document tables/design, added new models,
added hyperlinks
3 2/10/2022  New models added
4 8/17/2022  New models added
5 02/14/2023  New models added
6 07/31/2023  New models added

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
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mmWave Calibration - No Power Supply Quick Reference Guide

QRG: mmWave Calibration - No Power Supply

Introduction This document is intended to guide repair technicians in performing mmWave Calibration
without an ODA2CH power supply.

About mmWave Calibration is performed using Daseul, and must be completed when the following
mmWave kinds of repair are done on 5G mmWave capable devices:
Calibration  IMEI Rewrite (Main PBA Replacement)
 5G mmWave Antenna Module Replacement

Following successful calibration, Galaxy Diagnostics will test the integrity of each mmWave
Module; if any instances fail, the module with the failing instance must be replaced, and
mmWave Calibration repeated.

Note: mmWave Calibration is NOT OPTIONAL, and must be completed with these repair types
on 5G mmWave capable devices.

Hardware The following equipment is required to complete mmWave Calibration without an ODA2CH
Configuration power supply:

Category Item SVC Jig Code QTY

Shield
AS 3.1, 5G (mmWave) AUTO CAL Shield Box GH81-17197A 1
Box

• Anyway Jig GH81-12520B 1

Anyway
• Anyway Jig Adaptor GH81-14495A 1
Jig and
Cable • 25pin Serial Cable GH81-17200A 1
• USB to Serial Cable GH81-13470Z 1

I/F Cable Type-C GH81-17202A 1

• Comm.Radiation JIG_Main Base GH81-19033A 1

• Comm.Radiation GH81-19033B 3
Common JIG_Mounting(Variable)
Model
• Comm.Radiation JIG_Mounting(Fixed) GH81-19033C 2
Jig
• Comm.Radiation JIG_LM Unit GH81-19033D 1
• PACK HOLDER)Slim Molding Pack Assy) GH81-17204A 1

Follow the instructions in the step table below to complete mmWave Calibration when an
ODA2CH power supply is not available:

Note: mmWave RF Calibration can be performed without the use of a Power Supply; however,
device battery should be charged over 50% before executing the calibration. If the
state of charge is less than 50%, the calibration will not start.

© 2021 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised March 16, 2021
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mmWave Calibration - No Power Supply Quick Reference Guide

Step Action
Connect the Anyway Jig to the Service PC:
 Connect the serial side of the
USB to Serial Cable to the serial
UART port on the Anyway Jig
 Connect the USB side of the USB
to Serial Cable to an open USB
port on the Service PC

Note: Connecting the Anyway Jig to the

Service PC will generate a COM Port
for the Anyway Jig, which can be
found in the Windows Device
Manager
Connect the Anyway Jig to the Shield Box:
 Connect one end of the 25 pin Serial
Cable to the Test Pack port on the
Anyway Jig
 Connect the other end of the 25 pin
Serial Cable to the Anyway Jig
Adapter
 Connect the 25 pin Serial Cable with
the attached adapter to the port on
the Shield Box door

Configure the Common Model Jig for the device model being calibrated:
 Remove the screws from the holder(s) to be moved
 Move the holder(s) to the coordinates labeled for the device model to be
tested
¬ Make sure that the screws are facing away from where the device will
be positioned
¬ The upper variable holder should be secured so that the device does
not move after securing the lower side variable holder
 (x, y) are the coordinates on the pegboard where the screws should be
fastened
¬ There will be at least two points listed for each variable holder
¬ The points will be listed in sets of two in the format (x, y)/(x,y)
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Insert the Common Model Jig into the Shield

Box:
 Pull open the Shield Box chamber
and place the Common Model Jig in
the center
 Align the notches on the Common
Model Jig to the pegs on the Shield
Box to secure the Common Model
Jig in place

Note: Do not pull the chamber drawer all the

way out; this will derail the chamber
from its sliding tracks
Connect the Common Model Jig to the
Shield Box using the I/F Cable:
 Connect and secure the
I/F cable to the Shield Box
port located behind the
chamber of the shield box
 Slide the I/F plug into the
Common Model Jig; be
careful not to lift and
damage the clip

Downloading, There are three (3) files required to complete mmWave Calibration:
Configuring  Daseul Launcher (.exe)
Daseul &  Calibration Runtime (.cab)
Calibration  Model File (SM-GXX.cab)

Follow the instructions in the step table below to download the required files from SKP and
configure Daseul:

Step Action
Log in to G-SPN, and click on Knowledge from the top menu bar

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Type the device model number in the Model

Code search field, and click on Search

Scroll the scroll bar left until you reach the Compliance
Software column, and click on the hyperlinked number in
the Compliance Software column

Select the file to download and click Download Selected to download the .zip file to the
Service PC

Extract the .zip file contents into a folder that will contain all three files
Navigate to and open the folder
containing the extracted files, then launch
the Daseul Launcher
 With all of the files in the same
folder, Daseul Launcher
should automatically load the
MMW_Calibration file
 Check the box next to
Calibration
 Click Extract & Run

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Once the extraction process is completed, the Select Sequence Files & Login window
will appear:
 Click and check off CAL
 Click the … button next to the CAL dropdown
 Navigate to and select the Model File, then click Open
 Click Start in the bottom right corner of the window

The Set System Configuration dialog window will open:

 In the Test Process section, select Calibration
 Select Operation Condition and ensure Prevent Process Secession (NV) is
unchecked; click OK
 Click Hardware Config to continue

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Configure the Shield Box:

 Make sure that the Anyway Jig is connected as outlined in the above
section, Hardware Configuration
 In the Phone section, select AnyWay Jig as the IF Jig Type
 Click on Port Setting to configure the COM Port number (found in the
Windows Device Manager), then click Save
 In the Robot/Shieldbox section, set the Control Type to N/A and the I/F
Type to Serial COM
 In the Power Supply section, make sure that the Power Supply box is
unchecked

Congifure DBMS and Save:

 In the Server section, select Home(GUMI)
 In the Type section, select N/A
 Click SAVE to save the hardware configuration

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Once hardware has been configured, you will return to the Set System Configuration
window:
 To save your settings and proceed to Daesul, click OK
 You may encounter a MSTS pop-up notification upon clicking OK;
disregard this notification and proceed to launching Daseul

Configure Daseul:
 Click on the Test Item option within Daseul, and then select the SVC Opt.
(only SVC PBA) option in red font
 Save and close your settings by selecting the left ?? option below the CAL
Test Option settings window

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Select Start :
 Place the powered off device in the Common Model Jig and connect it to
the IF Port
 Hold the Power Key to turn the device on
 Close the chamber while the device is booting up, making sure that the
Shield Box is closed and locked by pulling down on the handle

Note: If the calibration fails, do not stop the tool; allow Daseul to retest, then power
the device off, reconnect it to the IF Port, hold the Power Key to turn the device
on and close the chamber again while the device is booting up
When calibration completes successfully, Daseul will display <Test Pass> in the Result
section

Troubleshooting If the tool fails, Daseul will display Alarm !!! in the Result field; a pop up window will provide
details of the failure:

Error Troubleshooting Steps

Tool failing for "Booting 1. Check Anyway Jig COM Port
Completed Msg Error" Mapping/Settings
Tool failing for "StartCalibration 1. Ensure the device does not
Fail to Read Test Items All" have Screen Lock turned on
Tool failing for "Erase Fail 1. Click Abort on the Alarm
History" Screen and let the tool reset

© 2021 Samsung Electronics America, Inc.. All Rights Reserved

Revised March 16, 2021

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mmWave Calibration - No Power Supply Quick Reference Guide

It is important to make sure that the Fail History is erased manually when a failure occurs;
double click on the failure line to view the Alarm Detail, and click the Abort button to clear the
failure history. DO NOT click Retry, as this will only cause the tool to fail again.

Once the failure history has been cleared, click the Auto option and allow Daseul to retest the
device:

© 2021 Samsung Electronics America, Inc.. All Rights Reserved

Revised March 16, 2021

137
9
Scanning QR Codes on Display Modules On the Job Training

OJT: Scanning QR Codes on Display Modules

Introduction This document is intended to guide agents on where to find and scan QR codes on display
modules (OCTA). Knowing where to locate and scan the QR codes will enable more accurate
parts management during repairs.

Topic The OCTAs for Samsung devices feature an embedded QR code that enables the part to be
scanned during repairs. Utilizing the QR code allows the identifying, unique information for
each OCTA to be tracked and managed effectively. Scanning the QR code helps to reduce the
impact of human error when managing parts and increases the speed at which parts can be
tracked and shipped via U-Class.

The following device series are listed:

 Galaxy S Series
 Galaxy Note Series
 Galaxy Z Series
 Galaxy A Series
 Galaxy Tablets
 Additional Devices

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
138
Scanning QR Codes on Display Modules On the Job Training

Galaxy S Series

Galaxy S23 & Galaxy S23+ Galaxy S23 Ultra

Galaxy S22 & Galaxy S22+ Galaxy S22 Ultra

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
139
Scanning QR Codes on Display Modules On the Job Training

Galaxy S21 5G Galaxy S21+ 5G

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
140
Scanning QR Codes on Display Modules On the Job Training

Galaxy S21 Ultra 5G Galaxy S20 5G

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
141
Scanning QR Codes on Display Modules On the Job Training

Galaxy S20+ 5G Galaxy S20 Ultra 5G

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
142
Scanning QR Codes on Display Modules On the Job Training

Galaxy Note
Series

Galaxy Note20 5G Galaxy Note20 Ultra 5G

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
143
Scanning QR Codes on Display Modules On the Job Training

Galaxy Z Series

Galaxy Z Fold2 5G

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
144
Scanning QR Codes on Display Modules On the Job Training

Galaxy Z Fold3 5G

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
145
Scanning QR Codes on Display Modules On the Job Training

Galaxy Z Fold4

Galaxy Z Fold5

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
146
Scanning QR Codes on Display Modules On the Job Training

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
147
Scanning QR Codes on Display Modules On the Job Training

Galaxy Z Flip 5G Galaxy Z Flip

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
148
Scanning QR Codes on Display Modules On the Job Training

Galaxy Z Flip3 5G Galaxy Z Flip4

Galaxy Z Flip5

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
149
Scanning QR Codes on Display Modules On the Job Training

Galaxy A Series

Galaxy A01 Galaxy A02

Galaxy A02s Galaxy A10s

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
150
Scanning QR Codes on Display Modules On the Job Training

Galaxy A11 Galaxy A20s

Galaxy A21 Galaxy A22

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
151
Scanning QR Codes on Display Modules On the Job Training

Galaxy A71 Galaxy A03s

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
152
Scanning QR Codes on Display Modules On the Job Training

Galaxy A03s (International) Galaxy A03 Core

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
153
Scanning QR Codes on Display Modules On the Job Training

Galaxy Tablets

Galaxy Tab A7 Galaxy Tab A7 Lite

Galaxy Tab A8

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
154
Scanning QR Codes on Display Modules On the Job Training

Additional
Devices

Galaxy M01 Galaxy M02

Galaxy M11 Galaxy F52

© 2023 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised August 15, 2023
155
Using Fenrir Quick Reference Guide

QRG: Using Fenrir

Introduction This document is intended to act as a quick reference guide to technicians when using Fenrir.

About Fenrir Fenrir is a Samsung repair system used for these parts of the repair process:

 Warranty Validation
 Software Flash (Android OS installation)

This document will outline the following topics related to Fenrir:

 PC Hardware Specifications
 Binary Management
o New Models
o Binary Selection
 Using Fenrir: Home Software Recovery with Fenrir A
 Using Fenrir: SVC Connection
 Performance Tips & Tricks

Note: It is important to make sure that no other repair tools (e.g. GD) are in use when using
Fenrir.

PC Hardware These are the required system specifications for use with Fenrir:
Specifications
 PC running Windows 7/8/10 operating system
 At least 3TB available storage for device binaries
o More storage allows for more binary storage
o It is recommended to set up the hard disk drive (HDD) as a single
partition
 At least 5Mbps high-speed Internet connection (>7Mbps recommended)
 Firewall open to the following FUS server URLs:
o Required for binary download and device connection history
upload to FUS servers
o http://cloud-neofussvr.sslcs.cdngc.net
o http://neofussvr.sslcs.cdngc.net
 Data Cable connected directly to the USB Port on the Mainboard of the
Service PC (back ports)
 USB hub with external power source (e.g. Belkin F4U041 or similar) for
multiple devices connected directly to the USB Port on the Mainboard of
the Service PC (back ports)

Note: The following page includes samples of tables and informational blocks (warnings,
cautions, tips and notes) in case you need to use them.

© 2021 Samsung Electronics America, Inc. Samsung is a registered trademark of

Samsung Electronics Co., Ltd. Other company names, product names and marks
mentioned herein are the property of their respective owners and may be trademarks
or registered trademarks. Screen images simulated. Appearance of phone may vary.
Application sequences shortened.
Revised December 2, 2021
156
Using Fenrir Quick Reference Guide

Binary In order to use Fenrir with a device, the most up to date binary for that device must be loaded
Management into Fenrir.

There are two (2) types of binary used in Fenrir:

 H (Home) – Attempts to save customer user data

¬ Cannot be used for IMEI Write/Check processes
¬ Cannot be used on Tizen devices
 F (Factory) – Erases all customer user data, and sets the device to factory defaults
¬ Required for use with IMEI Write/Check processes
¬ Main screen can be used to flash Tizen watches as well as for the Phone
Recovery software option

Fenrir A (All) is an option which combines both the Home and Factory binaries into a single
program; this option requires twice the storage and network traffic as the individual
components, and allows more room for human error because it is possible for the wrong binary
to be applied to the device accidentally, which may cause customer user data to be
permanently lost. Tizen watches will not work on the Fenrir A Home screen, but can still be
flashed using the Phone software recovery option.

It is important to make sure that the correct binary is used for the wanted outcome.

Use the instructions in the step table below to manage Fenrir binaries:

Note: Using out of date binaries with Fenrir may cause device repair systems (e.g. IMEI Cloud
Client) or the device software to malfunction, and may render the device inoperable;
DO NOT attempt to recover a rooted device with Fenrir.

Step Action
Launch Fenrir, and access Administrator
Home by pressing Alt + F10; enter
smart100 as the password, then click OK

© 2021 Samsung Electronics America, Inc.. All Rights Reserved

Revised December 2, 2021

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2
Using Fenrir Quick Reference Guide

Select Phone software management to download and manage binaries by phone model

The Upgrade software download manager will display:

 Select the check box next to the device model binaries to update
 Use the drop down menus to narrow the options down to a specific device
model, country code, or regional code
 Click Begin download to download the selected binar(ies)
 Click Delete download file to delete the stored binar(ies)

© 2021 Samsung Electronics America, Inc.. All Rights Reserved

Revised December 2, 2021

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3
Using Fenrir Quick Reference Guide

Once the selected binar(ies) have been downloaded, set Fenrir to automatically
download updated binar(ies):

Using Fenrir: Use the instructions in the step table below to complete a Phone Software recovery on a device:
Software
Recovery Note: Do not perform software recovery or update on a rooted device.

Step Action
Launch Fenrir, and access Administrator
Home by pressing Alt + F10; enter
smart100 as the password, then click OK

Select Phone Software recovery option to perform a software recovery:

© 2021 Samsung Electronics America, Inc.. All Rights Reserved

Revised December 2, 2021

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4
Using Fenrir Quick Reference Guide

When the Phone Software recovery option window appears, select the Direct model
selection tab:

Select the following options to install the Home binary to the device, then click Forward
to continue:

 S/W Version: Home

 Model name: Select the device model from the drop down menu
¬ If the device is not listed, the binary is not installed
 Regional code: The original carrier of the device
 S/W version: The current, up to date binary in Fenrir

© 2021 Samsung Electronics America, Inc.. All Rights Reserved

Revised December 2, 2021

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Using Fenrir Quick Reference Guide

Select 1 EA to recover one device at a time (recommended), then click Forward to

continue:

Review the selections made before proceeding:

 Press Previous to go back and make changes

 Press Forward to continue if no changes are needed

© 2021 Samsung Electronics America, Inc.. All Rights Reserved

Revised December 2, 2021

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Using Fenrir Quick Reference Guide

Place the device in Download Mode using the instructions shown, and confirm the items
listed:

 Make sure the device is charged to at least 30%

 Check the Confirm all information box
 Click Forward to attempt device recovery
 Leave the device connected until the process has completed, and Fenrir
has confirmed that the results have been updated to the FUS server

Using Fenrir: When completing a repair, the device needs to be connected to Fenrir to perform a Warranty
SVC Connection Validation, also known as SVC Connection. SVC Connection is required for every repair, whether
it is in warranty or out of warranty.

Fenrir needs to log every component used during a repair to FUS. If FUS does not see the
components used in the GSPN Service Order for the device, GSPN logic will assume parts were
never used. This will stop the GSPN Service Order from being marked Goods Delivered. If this
happens, no Warranty Claim will be generated, and the location will not be paid for the repair.

To perform Warranty Validation after a repair, connect the device to PC via USB cable and wait
for Fenrir to recognize the device. Once device has been recognized, select SVC Connection and
wait for SVC Connection to log the IMEI to the FUS server.

© 2021 Samsung Electronics America, Inc.. All Rights Reserved

Revised December 2, 2021

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Using Fenrir Quick Reference Guide

Performance To ensure optimal performance when using Fenrir:

Tips & Tricks
 Make sure that the Service PC meets all minimum system requirements
outlined above
 Make sure to use a Samsung charging/data cable to ensure a proper
connection between the device and the Service PC
 Make sure that all needed binaries are updated daily to prevent device
detection or connection errors
¬ Fenrir will not recognize a device if the binary for it has not been
downloaded
 Do not use a USB hub to connect the device to the Service PC; this may
have negative impacts on data transfer speeds
 Make sure to use the rear USB ports on the Service PC for a direct
connection to the system BUS
 Make sure to use either the BLUE (USB 3.0) ports on the Service PC, or a
USB Type-C port
 Make sure that the cables being used to connect the device to the Service
PC are in good condition and working properly
 Make sure to leave the Service PC powered on and logged in so that
automatic software downloads can take place as scheduled (The screen
may be locked)
 Make sure that the Service PC has a stable connection to the Internet

© 2021 Samsung Electronics America, Inc.. All Rights Reserved

Revised December 2, 2021

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8
 NEW MFA APP SETUP FOR GSPN LOGIN
Beginning on Tuesday October 22, 2024, GSPN is expected to switch their MFA App over to the SingleID
Authenticator App. This short guide is meant to be a very brief overview of how to switch the app once
the change goes live in GSPN. The steps in this guide assume you already have an MFA device setup for
both GSPN logins (Slvl for main account and M0x for MOTP account). This process should be completed
on both of your GSPN accounts!

***If you are using an iOS/Apple device, you must first setup a 6-digit passcode BEFORE attempting to
register it as an MFA device***

1. Download the SingleID Authenticator App from App Store (iOS)/Play Store (Android).

2. Log into GSPN as you normally would to begin setup using the on-screen instructions.
a. WARNING: DO NOT SUBMIT AN MFA DELETION REQUEST!!!
b. If the User Consent page prompts, check “Accept all” to continue
3. At the verification option page, select “SingleID Authenticator – PIN”
4. Click the “Get started” button on the Enroll SingleID Authenticator page
5. You should now be prompted to install the SingleID Authenticator app
a. For Android devices search the app on the Google Play store (or use the on screen QR)
b. For iOS devices search the app on the App Store (or use the on screen QR)
6. Open the app once it’s downloaded to your device and configure it as instructed below
a. In the App Permissions pop-up, click the “OK” button
i. Enabling Push notifications is ideal for authenticating
b. Press the “Start” button at the bottom to be sent to the Home page
7. Back on the PC prompt, click the “Next” button on the Install mobile app page
8. You should be at the Service registration page with 2 options to register (QR or Manual)
a. Scanning the QR will send you right to the next step (Step 9 see below)
b. To activate the Manual Code, use the app to enter the PIN code
9. In the pop-up that says, “Would you like to register the following service?” click “Registration”
a. It should say GSPN/secdx or something similar in the message box as well
10. You will then be asked to create a 6-digit PIN. Create a PIN and take note of it somewhere.
11. A pop up will appear saying “Please register your biometrics/Face ID”, be sure to click “Cancel”
a. This will bypass the biometric requirements
12. GSPN should take you to the Enrollment completed screen; at this point you should be able to
log into GSPN using the PIN method!

If you are having any issues with the MFA setup, DO NOT SUBMIT AN MFA DELETION REQUEST!!!
Instead, please submit a JIRA Ticket using this form to troubleshoot first:
https://ubreakifix.atlassian.net/servicedesk/customer/portal/6/group/69/create/330

Please include screenshots of the errors you encounter to speed up the process!

164
FAQ

Forgot your Password? -

When requesting a password reset, make sure you are entering your STG ID and not your UBIF/Asurion
email. Password reset can only be initiated by entering your STG ID. If you do not know your STG ID,
please reach out to your Franchise Consultant or Corporate District Manager.

I submitted “Forgot your Password?” with my STG ID but still not receiving an email -

Your account may have been deactivated. Submit a Sprinklr ticket for System Credential Support > STG
Support and explain the situation. If your account was deactivated, it will take 1-3 days to resolve.

165