Quick Fixes – Samsung Mobile Phones  

• Restart the phone.
• If restarting does not fix the problem, submit a service request to the National Service Desk

Samsung Knox/Workspace provides a secure environment for corporate data and apps. It is a container designed to separate, isolate, encrypt, and protect work data. The Samsung Knox/Workspace allows a single device to have separate spaces for personal and work activities. Any data captured or entered when in Knox/Workspace is not accessible from within your personal account and vice versa. For example, if you take a photo whilst in Knox/Workspace, it cannot be accessed from your personal gallery.

• BBM stands for BlackBerry Messenger.
• BBME stands for BlackBerry Messenger Enterprise or BBM Enterprise.

You need to submit a service request to the National Service Desk to obtain access before you can use BlackBerry Messenger Enterprise (BBME).

Configuration and Use of BlackBerry Messenger Enterprise (BBME) – Samsung (Android) (PDF 904 KB)

Logging into Self-Service for the First Time

The following steps assume the Entrust application has been installed. If the application has not been installed, please consult the How do I install applications? guide.

On your computer

1. Open your Internet browser (Internet Explorer, FireFox, Google Chrome, Edge) and enter the following URL: https://srv745.services.gc.ca/

2. Enter your Windows/Network username (firstname.lastname), and your Windows/Network password and select “Log In”

   

3. Fill in the Questions and Answers and select “OK”.
   Note: It is important that you remember the answers to these questions, which will be used as future challenge questions for subsequent login to the Self-Service website (the answer is case sensitive).”

   

Configuring your Soft Token

1. On the Self-Administration Actions screen, select “I’d like to request a soft token.”

   

2. Select “Yes” once the following screen appears.

   

3. Important:Select “Yes” once the “Soft Token” screen appears otherwise you will have to begin the process again.

   

4. On your cellular device, launch the “Entrust Identity” application.

   

5. Swipe right through introductory screens.

   

6. Choose “Add Identity later”.

   

7. Tap the plus sign and the pencil for manual entry.

   

8. Leave the “Address” field (under the “Identity Provider” section) empty and enter “ESDC” in the “Name” field (under the “Identity Provider section”) field.
   Next, enter the serial number and activation code information from the Self-Service website page into their respective fields, as shown in the image below.
   Finally, tap “Next.”

   

9. The Soft Token from your cellular device will provide you with a Registration Code to enter into the Entrust Identify Guard (IDG) Self-Service website.

   

10. On your cellular device, check the box “I have provided the registration code to the portal, administrator or helpdesk”.
    Select “Activate” in the “Registration Code” page.

    

11. When the “New Soft Token Creation” screen is displayed select “OK”.

    

12. On the Entrust IDG Self-Service “Self-Administration Action” screen, select “Done”.

    

13. You can now start using your Soft Token!

Using Your Soft Token

1. When prompted to provide a Soft Token response, launch the “Entrust Identity” application on your cellular device.

   

2. The security code generation screen will appear. The security code will be visible for 30 seconds before a new code is generated. Previous security codes will no longer be valid.

   

1. Open Play Store.
2. Tap Sign in.
3. At the bottom left corner, tap Create account.
4. Tap For myself.
5. Type in your full name.
6. Tap Next.
7. Enter your birthdate (you are not required to use your real birthdate).
8. Select a gender. If you do not wish to be identified by your gender, you can select Prefer not to say.
9. Tap Next.
   
10. Type in your username. This username will become your Gmail address as well as how you log into your Google account. The recommended nomenclature is: firstname.lastname.esdc@gmail.com.
11. Tap Next.
12. Type in a new password for your account. The password has to be at least eight characters long, but is not required to have a number or special character (do not use the same password as your Windows login).
13. Re-type your new password in the Confirm password box.
    Important: Keep track of this Gmail account information, as it will be required in the future.
14. You will be asked if you want to add a phone number. Tap Skip.
    
15. Google will present their terms of use. Tap I agree.
16. You will be asked if you want to save to the Google Drive. Uncheck the option.
17. Tap Accept.
18. Your Google Account is now set up. Tap Next to exit this screen.
    

All applications should be installed through the Play Store to help avoid malware and viruses.

1. Tap Play Store.
2. Tap in the search bar.
3. Type in the name of the application you are looking for.
4. Tap the application you want to install.
5. Tap Install.

Cloud update instructions for your Government Samsung Device (Android)

Note: This guide applies to GOC data enabled mobile devices only

Cloud update instructions for your Government Samsung Device (Android) (DOCX, 703 KB)

Manual Update

1. Close Knox/Workspace if it is open.
2. Open Play Store.
3. Tap on the Circle at the end of the Search Bar.
4. Select My app and games.
5. Under Updates pending do one of the following:
   • Tap Update all.
   • Scroll down to application that requires updating and tap Update next to it.

Automatic Updates

1. Close Knox/Workspace if it is open.
2. Open Play Store.
3. Tap on the Circle at the end of the Search Bar.
4. Tap Settings.
5. Tap General.
6. Tap Auto-update apps.
7. Select the desired option (Auto-update apps over Wi-Fi only is the preferred setting).

• Facebook can be installed on a Samsung via Play Store, but no technical support is available in the department for this application.
• It is your responsibility to review the ESDC Social Media Guidelines for Employees prior to using any social media.

• Twitter can be used on your Samsung, but no technical support is available in the department for this application.
• It is your responsibility to review the ESDC Social Media Guidelines for Employees prior to using any social media.

1. Open Settings.
2. Tap Lock screen and security.
3. Tap Clock and FaceWidgets
4. Tap Contact Information..
5. Tap inside the Contact information field, type the following text, and then tap DONE:

   GoC. If found call 1-800-268-0408. GdC. Appelez si retrouvé.

Note: To get the é for the word "retrouvé" on an on-screen keyboard, you need to press and hold the letter e on the on-screen keyboard and then slide your finger on top of the é and release.

1. Tap Knox / Workspace
2. Tap the 3 dots in the top right corner
3. Tap Knox / Workspace settings
4. Enter your Knox password if prompted
5. Tap Notifications
6. Tap App notifications, and next to Email, tap the ON/OFF switch to turn off notifications

1. Open Settings
2. Tap Display
3. Tap Screen Timeout
4. Select an option

When emails are deleted from a Samsung device, they also get deleted from the MS Outlook, whereas with a BlackBerry device there was an option to only remove the email from the device. Deleted emails can be recovered from "Deleted Items" folder in Outlook on your work computer.

• This issue is currently being worked on with Shared Services Canada (SSC) and Samsung. However, if you are only using Biometrics or Iris, you will still be prompted for your password every 72 hours.

• The base monthly plan is set at 2GB for smartphones (Samsung, iPhone and BlackBerry). If you reach 80% of your monthly limit, a notification will appear to let you know.
• This notification can be disregarded as long as your mobile phone usage stays within the Cellular and Wireless Services Directive guidelines (DOCX, 358 KB). The data plan will reset to 2GB on the first of each month.

• With the suspected phishing email open, tap Forward.
  • Tap OK if a message appears to say only part of the message has been downloaded.
• Type phish in the To field.
  • wait a couple of seconds for the email address to be recognized
• Select on the email address phishing@hrdc-drhc.net when it appears.
• Tap Send.
• Delete the suspected phishing email from your Inbox, Sent, and Trash folders.

Transferring Entrust Certificates to Mobile Phones

1. Compose a new email on your device.
2. Tap the 3 dots on the top right corner.
3. Tap Security Options.
4. Make your selection.
5. Tap OK.

This will only work if you have prepared your Samsung with the proper certificates to be able to encrypt/decrypt email.

1. Open Workspace.
2. Tap on Email.
3. Tap Menu (3 bars).
4. Tap Settings (gear wheel).
5. Tap on your Email address under Accounts.
6. Tap Out of office reply.
7. Tap the ON switch to turn it on (orange).
8. If desired, enter an Out of office period and edit the Message.
9. Tap Done.

1. Tap Knox/Workspace.
2. Tap Calendar.
3. Tap View.
4. Tap Tasks.

Outlook Notes are currently not accessible.

Samsung S Series

1. Open Settings.
2. Tap Lock screen and security.
3. Tap Fingerprint Scanner.
4. Enter the current password to unlock the device.
5. Tap Add fingerprint.
6. Follow the instructions on the screen.
7. Tap Done when finished.
8. Tap TURN ON to turn on Fingerprint unlock to use your biometrics or your Password to unlock your phone.

Samsung S Series

1. Open Settings
2. Tap General management > Language and input > Language

1. Make sure you have all the languages you need listed, and that the preferred language is at the top. The first language listed in the list is the device language, which is the language you see on your screen.

   You can add a language by selecting Add language.

   
   

   

   
   

   You can edit the order of the languages by tapping on EDIT, and pressing and holding the arrows by the preferred language while sliding it to the top

   
   

   

1. Use the back arrow < at the top left of the screen to go back to the Language and input screen.
2. Select On-screen keyboard > Samsung keyboard > Languages and types. Your languages will be listed.

1. To add a language, select MANAGE INPUT LANGUAGES and AGREE and toggle on the additional language.

You must now repeat the configuration inside Knox/Workspace. Once this setup is done, you will not need to repeat it every time.

1. Go into Knox/Workspace > Email.
2. Compose a new email. Press on the settings icon (gear wheel) at the bottom of your keyboard.

1. On the Samsung Keyboard screen that appears, repeat the configuration steps that you did early to configure it specifically for Knox, as follows:

Select Languages and types.Ensure the languages you need are listed.

If you need to add another language, select Manage Input Languages.

Turn on the language you need, and then tap the back button until you have returned to the email.

Now when you go to compose a text message you will notice the language is marked on your space bar (by default it will be the device language).

1. Hold the space bar and a popup will appear, then swipe left or right to select the desired Input Language.

• On the right side of your prediction box, press on the gear wheel (settings).
• Tap on Smart Typing
• Tap on Auto replace
• You will be able to check or uncheck the AutoCorrect function for all your language types.

1. Open Knox / Workspace.
2. Open Email.
3. Tap menu (3 lines).
4. Tap Settings (gear wheel).
5. Tap Auto fit content to disable it.

1. Open Settings.
2. Tap General management.
3. Tap Date and time.
4. Tap the Automatic date and time switch to enable or disable.

1. Open Settings.
2. Tap Software update. It's located at the very bottom of the settings menu.
3. Tap Download updates manually.
4. Tap DOWNLOAD if an update is available.

• If this option is greyed out, you can update apps individually through the Play Store.
• Refer to this page for instructions: How do I update applications?

1. Open Settings.
2. Tap Software update. It's located near the very bottom of the settings menu.
3. Tap Download updates automatically to activate this function.

• Updates should be completed when available, unless instructed otherwise by an Information Technology (IT) update email.
• Updates should be completed over Wi-Fi network to avoid using data and going over your 2 GB data limit.

1. Press and hold the Volume down key and Power button at the same time on the device for 10–20 seconds.
2. Once the screen goes blank you can then hold the power button to reboot it.
3. Your phone may not power back up if your battery level is below 5%.

The first time you use Message Centre, you'll be asked to set up your voicemail mailbox.

1. Access your voicemail mailbox by pressing and holding the 1 key on your mobile phone.
2. Follow the prompts to record your name.
3. Choose your greeting:
   1. Press 1 to use the standard greeting.
   2. Press 2 to record a personal greeting.
4. Choose your greeting:
   1. Press 1 to turn skip password on.
   2. Press 2 to turn skip password off and set up a password.
   3. Your Message Centre service is now activated.

From your device:

1. Press and hold the 1 key on your mobile phone/device.
2. If you have a password set up it will prompt you to enter it.

From landline and other phones (you will need to have a password set up in order to access):

1. Dial your 10 digit mobile phone number
2. Press the # key to interrupt the greeting
3. Enter your password

The new password will need to be entered in the Email app of Knox/Workspace on your Samsung.

1. Open Knox/Workspace.
2. Tap on Email.
3. Tap menu (3 bars).
4. Tap settings (gear wheel).
5. Tap on your email address under Accounts, scroll down to the bottom.
6. Tap Exchange server settings, enter your new password.
7. Tap Done.
8. Tap Continue on the Security warning.

Alternately, you can wait until Samsung prompts you to change your password. When that happens; on your mobile device, open Knox/Workspace and tap on your Email app to open it; you will see a message saying "Unable to sign in to account". Enter your new password and tap OK.

1. Open Settings.
2. Tap Connections.
3. Tap Data usage.
4. Tap Mobile data usage.
5. You will see a listing of data usage by date range, a graph displaying your mobile data usage for the same date range, and a listing of data usage broken out by application.

When employees use departmental mobile phones (i.e. Samsung, BlackBerry, and iPhone) while on annual leave outside Canada, they are subject to significant roaming charges. These charges are sometimes encountered when an employee is even close to the border with the United States.

Departmental mobile phones cannot be powered on outside of Canada when on leave unless pre‑approval is obtained at the Director General level.

Roaming charges are incurred the entire time that a device is turned on when out of the country regardless of whether or not the device is being used. These charges cost the Government of Canada hundreds of thousands of dollars every year and are not sustainable. If there is a legitimate business reason that requires an employee to use their device while outside the country, complete the Authorization for use of departmental mobile phone while on personal travel form (DOCX, 335 KB) to request approval.

Employees who work, travel or reside close to the border with the United States are asked to turn off data services while roaming on their mobile phones. Turning off the roaming feature will not affect how the device functions within Canada.

It is also important to note that there can potentially be issues related to the security of information stored on these devices and privacy laws in some foreign countries, which reinforces that mobile phones should only be used for business-related travel.

1. Open Settings.
2. Tap Connections.
3. Tap Mobile networks.
4. Tap the switch for Data roaming to turn it off.

1. Open Settings.
2. Tap Connections > Wi-Fi.
3. If necessary, tap the slider to turn Wi-Fi on.
4. From the list of available Wi-Fi networks, tap on the one you want to connect to
5. Follow the instructions to connect to the Wi-Fi network (some Wi-Fi networks require passwords, some may not).
6. Once connected, Wi-Fi icon in the notice bar will appear.
   This means you are now connected to a Wi-Fi network.

When Wi-Fi is on, your device will scan for and automatically connect to any previously connected access points, commonly known as the network.

**Important note about the use of Wi-Fi. Only connect to Wi-Fi networks when you are confident that the source is credible and secure. This could mean confirming with the hotel, airline, etc., to ensure you are on the correct and trusted Wi-Fi.

Never transfer any work related pictures/videos to a departmental desktop or laptop or to any ESDC equipment from your Mobile Phone without approval.

To transfer work-related pictures or videos from your ESDC issued Corporate Mobile Phone:

1. Submit an online service request with National Service Desk.
2. You will be notified after your request has been processed.
   • Please note that this process may take 2 to 5 days once approval is received.

Warning: Only set up a mobile hotspot if absolutely necessary. When devices are connected or tethered to a mobile hotspot, they access the Internet using your mobile data. Using and sharing a mobile hotspot could cause you to go over your monthly data allowance. Remember that every device you tether uses data from your data plan.

1. Click on Settings
2. Click on Connections
3. Click on Mobile Hotspot and Tethering
4. Make sure the switch is slid to the right (Blue). To change the name or password, click on Mobile Hotspot

5. Click on the 3 dots
6. Click on Configure Mobile Hotspot
7. Type in the name & password you want, click on SAVE

You will now see on other Wi-Fi devices a wireless network with the name of your mobile device.

You can connect to that network with the password configured with the steps above.

Tap the Recent button to access recently used apps or use the Multi-window feature.

Samsung S Series

• All the applications you currently have open will be displayed.
• Close them by swiping them off to the edge of the screen left to right.
• You will know all your applications are closed when you press the Recent button and nothing appears.

When travelling, if you notice continuously dropped calls, or callers not being able to hear you well, it could be that the network signal is not strong and is cycling quickly between different network speeds (3G, LTE, or even 2G). In this case, you might want to manually disable the LTE network to improve performance and battery charge.

1. Open Settings.
2. Touch Connections.
3. Touch Mobile networks.
4. Touch the button next to VoLTE calls to disable it.
   • Enabling VoLTE calls will result in voice and data not being usable at the same time. When VoLTE is enabled during a phone call, you will not be able to perform data-related tasks such as viewing emails or browsing the internet. When not on a call, data will continue to use the LTE network.
   • To completely turn off the LTE network, continue to the next step.
5. Touch Network mode.
6. Select the desired option*.
7. *Options
   • LTE/WCDMA/GSM (auto connect) – your phone will automatically switch between the three network modes provided that you're within range of a 4G network.
   • WCDMA/GSM (auto connect) – your phone will automatically switch between the two network modes provided that you're within range of a 3G and 2G network.
   • WCDMA only – 3G network – your phone will only connect to 3G networks.
   • GSM only – 2G network – you won't be able to achieve high data speeds.

Reminder: Employees who work, travel or reside close to the border with the United States are asked to turn off data services while roaming on their mobile phones. Turning off the roaming feature will not affect how the device functions within Canada.

1. Use a landline telephone, if available.
2. Manually change the Network Modes on your Samsung and try to make a phone call (Recommended setting: WCDMA/GSM (auto connect)).
3. Establish a Wi-Fi connection to a network, if possible, then:

• Send an email to someone who is not in the affected area;
• Use the ESDC BBM Enterprise app (if configured and activated):
  • Use the directory service (address book) to start an instant message chat with someone;
  • Select the telephone icon inside the chat window to start a voice call.
• Use a consumer instant messaging app you normally use (e.g. Facebook Messenger) to start a chat with someone who is not in the affected area by tapping the telephone icon inside the chat window to start a voice call.

• We are currently working with Shared Services Canada to see if this is an option.

• We are currently working with Shared Services Canada to see if this is an option.

1. Open the Chrome app and navigate to the desired webpage.
2. Tap More (appears as three dots) in the top right corner.
   
3. Tap Bookmark this Tab (appears as a star) to bookmark the current webpage.
   
4. To access your bookmarks, tap More (appears as three dots) in the upper right corner and select Bookmarks.
   

Those who have had a BlackBerry 10 device are used to the split between work and personal spaces. The work side allows access to corporate data such as email, calendar and contacts. The personal side allows applications, and access to consumer services (e.g. Play Store or Gmail). There is no ability to share data between the work and personal sides of the device. The Samsung KNOX (Android) devices are managed in a similar fashion to BlackBerry 10 devices, allowing a work and personal space to be available. The work side of the Samsung is called the Knox/Workspace.

• Try lightly touching the home button and not pressing it down.
• Try adding multiple records of your finger/thumb print.
• Remember that the fingerprint can also be used to unlock the device and to unlock Knox/Workspace.

Usually indicates that you have changed your Windows password on your computer. Try entering your new Windows password.

The beeping is to notify you that an application needs your attention. An example of this is when you change your Windows password on your computer and don't change it on your Samsung, and eventually your Samsung starts beeping every minute to request you verify your account and enter your new Windows password.

This can happen if the Microsoft application needs an update, but your mobile phone cannot do it automatically. Updates associated with the Android operating system are sometimes blocked in our environment for security reasons, and this also affects application updates. When this happens, you can still manually update the required app via the Play Store, as follows:

1. Close Knox/Workspace if it is open.
2. Open Play Store.
3. Tap on the Google Play search bar and type Microsoft Word.
4. Tap on Microsoft Word in the search results to select it.
5. Tap Update.
6. Repeat for Microsoft Excel and Microsoft PowerPoint.

• Updates associated with the Android operating system are sometimes blocked in our environment for security reasons, and this also affects application updates. When this happens, you can still manually update applications if needed via the Play Store.
• Refer to this page for instructions: How do I update applications?

Yes. Mobile phones are supplied as work devices, and their monthly charges are paid with the understanding that they are required for work-related purposes. If this usage is to be inconsistent (e.g. prolonged number of weeks without being necessary), alternative solutions will have to be found. Mobile phones which do not demonstrate a consistent degree of monthly usage do not justify the expense incurred, and their service will be cancelled with the service provider.

When going on extended leave for more than 90 days (e.g. maternity leave, sick leave, etc.), you must submit an online request to the National Service Desk to have your mobile phone collected. A new phone can be obtained upon your return to work.

1. Open the Email application in Workspace/Knox
2. Select the three bars (top left)
3. Select the down arrow at the right of All folders
4. Select the folder with a down arrow at the left of Inbox