Mobile Device Related Support

Table of Contents

How to clear the mobile device's cache

How do I clear cache?







  1. Navigate to "Settings".

  2. Scroll down and click on "App and notifications"

  3. Tap on "All apps".

  4. Now scroll down until you find your application, once found click on the application.

  5. Click on "Storage".

  6.  Click on "Clear cache" and wait 10 seconds.

  7. Now you can exit the "Application manager", re-open your application and log in.

How to uninstall the application

Uninstalling via Apps Settings




  1. Head into your Settings > Select Apps

  2. Locate and select the app you would like to uninstall

  3. Tap on Uninstall then tap OK to confirm action

How to check that Mobile Data is active on the device

Enable Mobile Data
2.Tap on Mobile Data to enable
  1. Swipe down from the top of the screen to bring down the Notification panel.

  2. Tap on Mobile Data to enable or disable this setting

How to check the Device Version

How to check what version of Android your phone is running
  1. Settings icon

2.Search icon selected in settings menu

3.Software information selected in settings search results

4.4Software information selected in About phone menu

5.Android version highlighted in Software information menu

  1. Open settings.
  2. Tap on the Search icon and type "Software information"
  3. Tap Software information
  4. Tap Software information again
  5. The Android version that your phone is running will be displayed

How to check the Application Version

Check Application Version





  1. Navigate to the your Mobile application.

  2. On the sign on screen, click on the 3 dots in the top right corner of the screen.

  3. Click on about

  4. Check the Version of the application.

How to change Network Selection manually

Manually select mobile network
1.Home Screen2.Select the settings icon3.Select connections4. Select mobile networks5. Select network automatically
  1. Swipe down on the main screen to reveal the notification panel. 
  2. Tap the Settings icon.
  3. Tap Connections.
  4. Tap Mobile networks.
  5. Tap the switch button to turn Select automatically on/off
Changing network mode

1.Head into Settings and tap on Conections

2.Tap on Mobile networks3.Select Network Mode

4.Choose your preferred Network Mode

  1. Head into Settings and tap on Connections.
  2. Tap on Mobile networks.
  3. Select Network Mode.
  4. Choose your preferred Network Mode.

How to set and reset the APN on my mobile device

Set up and reset APN on Samsung phones


  1. From the quick panel open Settings
  2. Select Connections.
  3. Select Mobile networks.
  4. Select Access Point Names.
  5. Select the three vertical dots on the upper right of the screen and select Reset to default.
  6. Confirm the process and tap Reset again. 

How to set the date and time of the mobile device

Setting the time and date automatically






  1. Swipe up on your home screen to access your apps

  2. Tap the Settings app

  3. Tap General Management

  4. Tap Date and time

  5. Tap Automatic date and time
    - Please note: when automatic date and time is turned on, other options will no longer appear

Take a Screenshot

Take a screenshot on Samsung Galaxy A02s

Press and quickly release the Side/Lock and Volume down buttons

Note: To access screenshots, from the home screen, select the gallery app Gallery app > Albums tab > Screenshots.

How to optimize Network Coverage / Poor Cellphone Signal

How to troubleshoot a poor connection?

Should you experience loss of coverage or poor signal, step out of the building or move to a different location and check if you receive a more stable connection/coverage.

Process to follow when a User does not get any Network signal

Please send the following information to Mezzanine support desk in order to log a thorough signal Investigation with the Service Provider:

  1. Contact person and extra mobile or landline number

    1. The Service Provider will contact the user with this details.

  2. The Mobile Network Service Provider's number needing investigation

    1. The mobile number for the device that is struggling to synchronize data to the server.

  3. Physical address of the location where the user does not get network signal.

  4. Description of the signal issue as experienced by user.

  5. Forward this detail to

  6. Please allow Mezzanine support to liaise with the Mobile Network Service Provider during this investigation. 

    1. Note that the service provider may take up to 21 days to complete their investigation depending on the user's availability.

Information needed in order to Escalate an issue to Mezzanine Support (Third line Support)

The following Steps needs to be taken when Escalating an Issue to Mezzanine Support Desk.

Step by step Introduction to Zendesk found here: Channel Support Procedures.pptx

  1. Note as much detail as possible about the user who is experiencing the problem:

    1. Name Surname

    2. Contact Number and Mobile number or Login details as registered on the system

    3. Affected Product Name

  2. How many users are affected (estimated if not known accurately)?

  3. Who is the Fist Line Support person attending to this issue and what troubleshoot steps were taken to try and resolve the issue

Further Details that could help the Third line Support (Mezzanine Support):

  1. Have you confirmed:

    1. That the user's device has connectivity to the cellphone network and internet?

    2. That the user's device has quality and consistent access to the internet?

  2. Describe the problem this user is experiencing:

    1. What feature was used?

    2. What was the expected result?

    3. What was the actual result?

    4. Did it happen once or multiple times?

  3. Describe the error received by the user - please attach a screenshot if possible.

How to check if your sim card is still active

The following steps can be taken to see whether a sim card is still active.

To check if the sim card is still active, you can dial any Vodacom number on the device you are using e.g. *111#.

  • If you are receiving the Vodacom menu, it means that the sim card is still in a working condition.

  • Should you receive the message "Not registered on network" it either means that the sim card is not rica'd or the sim card is not active anymore, as it was not in use for three months or more.

Note: To make sure that it is really the sim card that is not active anymore, you may check the sim card in a different device and see if you are still receiving thesame message. If you are receiving the same message, than it is the sim card that is having the problem. Should it not occur on a different device it could be that the device is faulty.

External Controls

External Controls
  1. Volume button: Used to increase or decrease your device sound.
  2. Power button: Used to Turn on/off, Restart or Lock your device when not in use.
  3. Touch Surface: Used to control all installed applications and additional device functions e.g. Settings.
  4. Menu/Options: Used to open a particular menu or additional options for a specific app or function.
  5. Back button: Used to move back to a previous screen or page on an app or interface e.g. Settings options.
  6. Home button: Used to exit from any application or function to home screen. When pressed for 5 seconds can also call up running apps or previously used apps.

Touch Screen Controls

Touch Screen Controls: Home Screen

  1. Status Bar: Displays active services, Active apps, errors statuses and notifications. When dragged down it allows you to view or change statuses.
  2. Apps Menu Icon: Opens up list of active and installed applications.
  3. Message Icon: Short cut to SMS messages.
  4. Dialing Icon: Opens up dialing pad, allowing you to make calls or dial interactive message responsive services better known as USSD (Unstructured Supplementary Service Data)
  5. Settings Icon: Opens up settings menu (Can optionally be added to home screen)
  6. You also have the option to add your mezzanine app to your home screen.
  7. Play Store Icon: Opens up play store where you can download your mezzanine application.

Touch Screen Controls: Status Bar
  1. Tap and hold your index finger on the status bar.
  2. while still holding your finger on the screen drag your status bar to the bottom of your screen.
  3. You should now see your active and in active statuses. When a status is grey out it indicates that it is off, when green it indicates that it is on.
  4. Touch the location icon to turn it on.
  5. The location icon should now be green.
  6. Press and drag your finger from the right to the left of the screen
  7. You should now see the Mobile data icon.
  8. Touch the Mobile data icon to turn it on.

Touch Screen Controls: Unlocking your Device
  1. When you do not see your home screen, but instead see the time, date and the message “Swipe screen to unlock” it means that your phone locked it self to secure your apps and to save energy.
  2. To unlock your phone and simply swipe your finger across the screen.
  3. If the screen appears to be off, simply press the home button and the locked screen will then appear.

Predictive Text Settings

Settings: Predictive Text.

  1. Predictive text guesses the word you are busy typing. You will see three options appear in the bar above the keypad. You can select any of the three options. The phone will automatically select the word in blue (middle) when you press space.

  2. When using business apps you may generally use terms or acronyms that is industry or role specific which might not be found programmed in the language settings of your every day technology. You might therefore find that having predictive text on frustrating because it tends to predict and select incorrect words/terms.

  3. We therefore advice our clients to turn off predictive text when using business applications.

Image result for Samsung GalaxyPredictive text

Settings: Turning of predictive text.

Via Keyboard:

  1. Tap the Settings icon.
  2. Tap the switch next to "Predictive text" to activate or desiccative it.
1.Settings icon selected on keyboard 2.Predictive text toggle selected

Via Settings menu:

  1. Go to "Settings", then tap "General management".
  2. Tap "Samsung Keyboard settings"
  3. Tap the switch next to "Predictive text" to activate or deactivate it.

1.General management selected 2.Samsung Keyboard settings selected 3.Predictive text toggle selected

How to remove your battery of your Samsung Galaxy J1 Ace

  1. Ensure the device is powered  off.
  2. Remove the battery cover 
    Utilizing the provided slotv (figure 1), carefully lift then detach the cover (figure 2).
  3. Utilizing the notch, lift then remove the battery.
  4. Replace the battery cover.

                   Figure 1.                                                    Figure 2.                                                  

How do I close apps running in the background on my Samsung Galaxy J1 Ace

  1. When on the Home screen touch the Recent Apps key (figure 1).
  2. To close all active applications touch the "Close All button or to close one app at a time you can drag the application to your left of right (figure 2 and Figure 3).


              Figure 1.                            Figure 2.                            Figure 3.