Select Your Device
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moto z2 force edition
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Microsoft Lumia 735
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moto e4 Prepaid
Moto G Play
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Verizon 4G LTE USB Modem 551L
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LTE Internet (Installed)
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iPad® Pro
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DROID TURBO 2 - Designed by You
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Arlo Go
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Toyota Connected Car
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Verizon Wireless UM175 USB Modem
Windows Phone 8X by HTC
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Watch Urbane™ 2nd Edition LTE
Enact™ by LG
LG VX5500
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Delphi Connect with 4G LTE Mobile Hotspot
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BlackBerry® Bold™ 9930 smartphone without camera
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Galaxy Nexus by Samsung
Verizon Wireless AirCard® 595U USB Modem
LG Extravert™
Lucid™3 by LG
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HTC One® max
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HTC One® remix
Nokia Lumia 2520
Intuition™ by LG
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Samsung Juke
Samsung Galaxy Note® 10.1 2014 Edition
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Lucid™2 by LG
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Google Nexus 7
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Spectrum™ by LG
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Delphi Connect
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Moto X™ - Designed by You
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Verizon Wireless PC770 2-in-1 Card and ExpressCard®
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Lucid™ by LG
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LG VX5300
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LG VX8700
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Verizon Wireless V740 ExpressCard
Verizon Wireless CDM8975
Lexus Connected Car
LG Enlighten®
Motorola V60s
LG VX8100
Sierra Wireless AirCard® 580
Revolution™ by LG
Motorola Entice™
LG Optimus Exceed™
Motorola V325
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LG VX3300
HTC Rezound™
BlackBerry Classic Non-Camera
LG VX6100
Gateway® LT2016u Netbook
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LG Chocolate® Touch
G'zOne Boulder™ Black and Silver
LG VX6000
HP® Pavilion dm1-3010nr Notebook
Casio G'zOne Ravine® 2 Non-Camera
Verizon Wireless USB1000 Global USB Modem
HTC Touch Pro™
Samsung SCH-a650
Kyocera KX414
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Motorola E815
Motorola V710
LG Clout™
Motorola V325i
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Samsung SCH-u550
Pantech Crux™
Samsung SCH-a850
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Nokia 2705 Shade™
Nokia 6205
Samsung Gleam®
Nokia 6015i Prepaid
Verizon Wireless Adamant™
LG Glance™
Samsung SCH-a670
Nokia 3589i
HP® Pavilion dm1-2010nr Entertainment Notebook
Nokia 6215i
Verizon XU870 Global ExpressCard®
Verizon Wireless PN-300
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HTC Trophy™
Motorola V276
HP® Mini 311-1037NR Netbook
Motorola V60p
Samsung SCH-n330
Motorola MOTORAZR maxx Ve
Samsung SCH-a630
Nokia 6315i
Motorola Rapture™ VU30
Verizon Converged VOIP Device
Verizon Ellipsis® 10 HD
Samsung Galaxy Tab® 4
HP® Mini 210-1076NR Netbook
Motorola V325xi
LG Versa™
Motorola C333
Verizon Wireless V620
Nokia 2128i
Nokia 2705 Shade™ Non-Camera
HP® Mini 110-3098NR Netbook
LG VX4500
Compaq® Mini CQ10-688nr Netbook
ZenFone™ V Live
Motorola C343
Verizon Wireless Blitz® Prepaid
HTC Ozone™ with TALKS™ for Verizon Wireless
Samsung Omnia®
Samsung Glyde™
Verizon Wireless U630 PC Card

A Troubleshooting Assistant

Troubleshooting Assistant for Samsung Galaxy S7
[Online Tool]
This online tool will help you identify and resolve problems with your Samsung Galaxy S7

App Issues

Test Device in Safe Mode - Android®
[Device-Specific Instructions]
Troubleshooting: How to Unfreeze Your Device
Unfreeze your phone with the steps shown in this video.
Length: 4:53
Troubleshooting: Using Safe Mode with Android
Learn how to reboot your phone into Safe Mode to resolve troubleshooting issues with applications and your operating system.
Length: 2:38
Do a Factory Data Reset to Troubleshoot Android Phone Problems
Erase all information from your Android phone to help find and fix the problems. Watch this video to learn how to perform a factory data reset.
Length: 2:22
Auto Restore - Samsung Galaxy S7 / S7 edge
[Device-Specific Instructions]
Before completing a factory data reset, view this info to ensure apps and settings are backed up.
Can I Change The App I Use To View Statement Downloads?
How can i change the app that's being used to download statements?
Did 6.01 update break the Weather App?
My S7 Edge updated the OS on Tuesday and now my Weather app keeps stopping with "Unfortunately, Weather has stopped." I have to hit "OK" to get rid of the dialogue box. I've rebooted, wiped the cache, shut off Weather (it just starts up again), and it continues. I haven't seen any other reports of...
How Do I Turn Off Notifications On The Gmail App?
On my prior Galaxy S5, new mail was indicated by the square "M" icon at the top edge of the screen, but there was no sound.  How can I get the same result on the S7 Edge?  I tinkered with the gmail app and android notification and sound settings, but it seems the only choices are icon with sound...
How do I get the quick connect screen mirror back?
How can I get this great feature back?
How do I transfer non essential apps to the disk?
I have the Galaxy S7 with a micro disk installed.  I want to free up the space on the phone and was thinking of moving my non essential apps, like games to the disk is there away to do this through the phone? Thank you
What is the best way to use Skype?
If I want to use this app but not suckered up all my data, what is the best way to utilize? If I can only use at home on wi-fi network or ?
Why Don't The Apps On My Galaxy S7 Stay On SD Card?
Why do apps that have been moved to the SD card constantly move back to the phone storage? It seems that after every app update the apps migrate back.  I have to constantly move the apps back to the SD card to preserve my storage capacity since nearly 16GB of the 32 GB are already utilized from...
Why Has My Weather App Stopped Working?
My weather app stopped working on 1/29.  It will not work with a restart of the phone either.  A message pops up every few minutes letting me know it stopped working and I can't continue using the phone until I clear the message.  Is there an update that I haven't received yet or can I...
Why Has Pandora Stopped Working After the 7.0 Upgrade?
Pandora stopped playing any music after my S7 received the 7.0 upgrade. The app would open, but nothing would play.I've tried to uninstall and reinstall the app, many times. Now, all I get is a "pulsating" P when Pandora starts and the error message "Waiting for connection. Try again?". Being connected...
Why are the photo frames missing from the gallery app?
I updated to Nougat last night.  I noticed my photo frames were missing. Upon reading I see the always on option in the gallery app.  I do not have this option. Is anyone else missing? When will this be fixed?
Why do I keep getting notification ads?
I keep getting notifications ads in my main drop down status bar, how to remove?
Why does my texting app glitch when I use emojis?
I have noticed ever since the Nougat update (Android 7.0), my Messages (v4.0.88) app frequently malfunctions while using the Emoji icon to the right of the text entry field. FIRST PART OF PROBLEM: TAPPING EMOJI ICON FIRSTWhen I enter a contact's Message thread and tap the Emoji icon first, I get...

Battery & Power Issues

Device Won't Charge: 5 Simple Tips if Your Device Won't Charge
Watch this video and try these 5 simple steps for when your device won't charge.
Length: 4:14
Battery Issues - Battery Usage
[Device-Specific Instructions]
Troubleshooting: Device Overheating
Watch this video for tips on how to prevent your device from over heating and what you can do to cool it down.
Length: 4:54
Power & Charging Issues - Removable Battery Devices
[Device-Specific Instructions]
If your phone's removable battery isn't charging or holding a charge, this provides some helpful tips. If you're having other issues with your device, visit our Troubleshooting Assistant. These walk you through solutions for issues you may have with your device.
Device Won't Turn On / Off - Samsung
[Device-Specific Instructions]
Battery Troubleshooting Basics
[Device-Specific Instructions]
Improving Battery Life: Battery, Power and Charging Tips
Improve your phone's battery life with the steps shown in this video.
Length: 3:25

Calling & Messaging Issues

How to Make Wi-Fi Calls on Android Smartphones
Use an Internet connection to make and receive domestic or international calls over a Wi-Fi network, even if you're not in Verizon coverage areas.
Length: 2:20
How to Make HD Calls on Android Smartphones
HD Calling provides crystal clear calls over our 4G LTE network. Make and receive video calls, get Simultaneous Voice and Data and 6-Way conference Calling.
Length: 1:54
Announcement 11 - Authentication error
[Device-Specific Instructions]
Announcement 3 - Suspended Service
[Device-Specific Instructions]
Announcement 2 - Invalid Number
[Device-Specific Instructions]
Announcement 39 - Authentication Error
[Device-Specific Instructions]
Garbled Message
[Device-Specific Instructions]
Announcement 4 - Dialing Change
[Device-Specific Instructions]
Announcement 1 - No page response
[Device-Specific Instructions]
Announcement 9 - Roamer Dialing Instructions
[Device-Specific Instructions]
Announcement 13 - Unauthorized ESN
[Device-Specific Instructions]
To turn Verizon network services on/off or if they aren't functioning, view this info.
Announcement 21 - Mismatched ESN
[Device-Specific Instructions]
To turn Verizon network services on/off or if they aren't functioning, view this info.
Announcement 8 - All circuits are busy
[Device-Specific Instructions]
To turn Verizon network services on/off or if they aren't functioning, view this info.

Email Issues

Troubleshooting Personal and Corporate Email
Learn to fix your personal and corporate email with just a few simple steps.
Length: 3:21


Troubleshooting FAQs
Frequently Asked Questions about device Troubleshooting from Verizon Wireless. Get quick answers to common device issues.
Managing Contacts Using My Verizon
Watch this video to learn how to manage your contacts by using your My Verizon account.
Length: 2:21
Troubleshooting Topics
[General Information]
Get the help you need to solve problems with your device.
Preparing for International Travel
Prepare your phone for International Travel by choosing your own travel plan and turning on your devices travel settings.
Length: 3:50
Managing Duplicate Contacts Using Your Android Device
Want to clean up space on your phone? Watch this video to learn how to merge duplicate contacts on your Android device.
Length: 3:21
Getting the Best Performance from Your Android Smartphone
Clean up your phone and get your Android working in tip-top shape with these simple steps.
Length: 4:40
How to Transfer Content Between Your Computer and Your Android Smartphone
Want to make more room on your phone? Learn how to transfer media from your smartphone to your computer with this video.
Length: 3:58
Managing Duplicate Contacts Using Google
Want to clean up space on your phone? Watch this video to learn how to merge duplicate contacts by using your Google account.
Length: 2:45

Internet & Web Browser Issues

Can I Retrieve My Bookmarks After They Were Deleted By An Update?
yesterday there was a system update around 5:30 AM, when the update was completed all of my book marks/favorites were gone. I pay most of my bills online that's why I bookmark them, all is gone except for Verizon. I usually get about 50 emails a day, today I had 8, anyone else had this problem
Troubleshooting a Wi-Fi Connection
Having issues with your Wi-Fi connection? Have no fear! Follow these simple steps to get your Wi-Fi connection up and running.
Length: 2:55

Lost, Stolen or Damaged

How to Find Your Phone
[How to Use Guide]
Learn how to locate a lost or stolen Android, Apple, Windows, Blackberry or Basic device.
Damaged Device Fee FAQs
Learn about the Damaged Device Fee that's assessed if you turn in your device for a Certified Like-New Replacement device and your returned device is found damaged.
View Device Info - Verizon Wireless Website
[Device-Specific Instructions]
How to Use Guide: Identifying Device Damage
[How to Use Guide]
A How to Use guide about identifying device damage.
Turn Find My Device On / Off - Android®
[Device-Specific Instructions]
Remotely Lock Device - Find My Device - Android®
[Device-Specific Instructions]
If you would like to remotely locate, ring, lock or erase your device from a computer, view this info. If you're having other issues with your phone or device, visit our Troubleshooting Assistant.
Check for Physical Damage - Charging Ports
[Device-Specific Instructions]
Check for Physical Damage - Screen
[Device-Specific Instructions]
Check for Water Damage
[Device-Specific Instructions]
Remotely Erase Device - Find My Device - Android®
[Device-Specific Instructions]
If you would like to remotely locate, ring, lock or erase your device from a computer, view this info. If you're having other issues with your phone or device, visit our Troubleshooting Assistant.
Remotely Ring Device - Find My Device - Android®
[Device-Specific Instructions]
If you would like to remotely locate, ring, lock or erase your device from a computer, view this info. If you're having other issues with your phone or device, visit our Troubleshooting Assistant.
Check for Physical Damage - Separated Hinges
[Device-Specific Instructions]
Is There A Way To Call My Phone If I Lost It?
can i have someone call me or text me i can not find my phone its in my hosue somewhere
Why Are There Gray Bars On The Screen Of My Galaxy S7 Edge?
Has anyone complained about suddenly seeing gray bars running horizontal on the screen of there edge 7 phone? The phone is only 3 or so months old. Googled it and there seems to be a lot of this exact problem. What should we do? It has never been dropped or anything.
Why do I have a Pink vertical line on my S7 Edge?
Recently a pink vertical line showed up on my Samsung Edge 7. I tried dead pixel programs but none worked. I went to my local Verizon store and it was like i was a criminal. Any way to fix this pink line problem.
Why does my screen have a pink vertical line?
pink vertical line on screen

Software Issues

View Software Version - Samsung Galaxy S7 / S7 edge
[Device-Specific Instructions]
To view the software version your Galaxy S7 / S7 edge is running, check out this info.
Why Am I Being Told that My Galaxy S7 Has A Virus?
I am getting a mesaage that says: The page at [Removed] says you system is heavily damaged by four viruses. We detect that your SamsungGalaxy 7 is 28.1% DAMAGED because of four harmful viruses goes on to say it will damage my contacts , photos, data, apps etc It says I should remove the virus now...
Why Can't I See Any Files In DCIM After the Nougat 7.0 Upgrade?
I have an S7 edge.  After the upgrade to nougat 7.0, I can no longer see any files in DCIM when I connect via USB.  What is the fix for this?
Why is my phone freezing up after the Software update?
I recently had issues after the software upgrade with Security Log Agent notifications and the phone restarting on its own. I had thought the issue was resolved but the phone is freezing up and I continue having the issues even after I did a factory reset. Could it be the phone itself? I have another...

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