Notes

Hi Deepak,

Thank you for writing in.

We understand your concern that you're facing issue with your product 'Asus Zenfone Max Pro M1 (Black, 64 GB)'. We're sorry for the trouble you had to go through.

We request you to perform the troubleshooting steps to resolve your issue with the product.

We'd like to let you know that you want to know how long the device has been running, follow the steps below:

* Update the App

- Open Play Store
- In the search box, look for the app you want. (In this example, its Flipkart)
- If an update is available, tap Update
- Once done, ask the customer to use the device and check if the issue is resolved.

If issue has not been resolved yet please follow the below steps:

* Force Stop and Clear Cache & Data

- Pull down the notification panel and tap settings
- Tap Apps and notifications
- Now, tap See all apps and then choose the app which has the issue (In this example, it's Flipkart)
- Choose storage
- Tap Clear data and tap OK to confirm
- Go back and tap Force Close and then OK to confirm

If issue has not been resolved yet please follow the below steps:

* Reboot into safe mode

- Press and hold the power button
- Tap and hold the Power off option
- On the confirmation pop-up, tap OK
- The phone should now reboot into safe mode. This can be confirmed by the safe mode icon at the bottom left corner.
- Now, please check if the device has the same issue.
- Eg: If a particular app wasn't working correctly, open the app to check functionality.

Just reboot normally to exit safe mode.

If issue has not been resolved yet please follow the below steps:

* Uninstall recently installed apps

If the issue goes away in safe mode, a recently installed app is most likely causing the issue.

-Restart your device to exit safe mode.
-Uninstall recently downloaded apps one by one to see if you can find the app that's causing issues. (see steps below)
-Once you remove the app that's causing the problem, you can reinstall the other apps you removed during the test.
-If issue has not been resolved yet please follow the below steps:

1. Swipe up to open the App drawer
2. Tap and hold the app you want to uninstall (In this example, it's Flipkart)
3. While continuing to hold the app icon, drag it to the Uninstall option at the top of the screen
4. Tap OK to confirm the uninstallation
5. Once done, you will see a confirmation

If issue has not been resolved yet please follow the below steps:

* Check for an OTA update

- Make sure that the mobile is connected to WiFi. (If Wi-Fi issue, the customer may have to use the mobile data)
- Make sure the battery is charged above 50% or is connected to the charger during the update
- We request you to backup any important data, if required.

- Pull down the notification panel and tap settings
- Scroll down and tap System
- Tap System update and then tap Check for update
- If an update is available, tap download and install

If an update is not available, the device will show you that the current software is up-to-date

If issue has not been resolved yet please follow the below steps:

* Reset Apps

- Pull down the notification panel and tap settings
- Scroll down and choose System
- Tap Reset options
- Tap Reset app preferences and then tap Reset Apps to confirm

* Perform a Factory Reset

- We inform you that about data loss.
- If required, have the customer backup data.
- Make sure the battery is sufficiently charged.
- If applicable, remove the SD Card from the device to prevent accidental formatting while resetting.

- Pull down the notification panel and tap settings
- Scroll down and choose System
- Tap Erase all data (factory reset)
- Tap Reset Phone
- Tap Erase Everything to initiate the factory reset.

Also, we request you to not to install apps from unknown sources like third-party websites or through SHAREit. Apps must be downloaded only from the Google Play Store.

Please get back to us within 72 hours after performing the troubleshooting steps so that we can assist you further.

Hope this help