Through Samsung + can call the customer support service or install video to Samsung employee could more clearly explain the decision of a problem. If the user in this case, can not deal with the problem, you can use a new feature Assist customer service representative can remotely take control of the device and correct any faults or show how to activate the desired function.
Unfortunately, Assist function only works with the new Galaxy S7 and Galaxy S7 Edge.
Source: engadget.com