Notes

Hi Upendar,

Thanks for writing in.

We understand your concern that you are facing camera and fingerprint issues with your product 'Asus Zenfone Max Pro M1 (Grey, 64 GB)'. We're sorry for the trouble you had to go through.

Here are a few troubleshooting steps you can try for your {product_type} to fix the issue you're facing:

Unable to open the camera app

*Restart the device

Smartphones are just like computers. They have Processes and Services running in the background and need a restart regularly at least once a week. If these processes and services are running for a long time without a restart, they may cause issues.

-Restarting your device gives it a fresh start and is sometimes all you need to fix your issue.
-Press and hold the 'Power button' on your smartphone to Restart the device (If the restart isn't available, turn Off and then turn On your smartphone).

If you want to know how long the device has been running, follow the steps below:

-Open Settings.
-Scroll down and tap About Phone (if you don't see this option, tap system and then proceed).
-Tap Status.
-Scroll down and check Uptime (the time listed here is in hours. Anything above 168 hours needs to be restarted.

*Use the default camera app:

-Make sure the default camera app is being used. If you are using a third-party camera app, request them to use the camera app which came with the phone.

* Clear Data and Force Close the Camera App:

Perform the below steps on the Camera App.

-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.
-Choose storage.
-Tap Clear data and tap OK to confirm.
-Go back and tap Force Close and then OK to confirm.

* 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.

*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.
-Once you remove the app that's causing the problem, you can reinstall the other apps you removed during the test.
WARNING: Uninstalling an app may cause app data such as game levels, saved passwords etc. to be lost.

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

*Check for an OTA update.

Things to remember before the update:

-Make sure the you are connected to WiFi. If Wi-Fi issue, you may have to use the mobile data.
-Make sure the battery is charged above 50% or is connected to the charger during the update.
-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.

* 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.

WARNING:
-We inform you about data loss.
-If required, have the 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.

Note: During setup after the reset, please make sure you doesn't restore the settings. We inform you to set up as a new device. Some Settings or Apps might be the root cause of the actual issue.

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

#Poor camera quality

*Check for lens protector:

New devices usually have the protective plastic over the camera lens. If not removed, the pictures will not be as expected. Check if you have removed the protective plastic.

*Restart the device:

Smartphones are just like computers. They have Processes and Services running in the background and need a restart regularly at least once a week. If these processes and services are running for a long time without a restart, they may cause issues.

Restarting your device gives it a fresh start and is sometimes all you need to fix your issue.

*Press and hold the Power button on your smartphone to Restart the device. If the restart isn't available, turn Off and then turn On your smartphone.

If you want to know how long the device has been running, follow the steps below:

-Open Settings
-Scroll down and tap About Phone (If you don't see this option, tap System and then proceed)
-Tap Status
-Scroll down and check Uptime (The time listed here is in hours. Anything above 168 hours needs to be restarted.)

* Clear Data and Force Close the Camera App.

Perform the below steps on the Camera App:

-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.

*Check for an OTA update.

Things to remember before the update:

-Make sure you are connected to WiFi. If Wi-Fi issue, you may have to use the mobile data.
-Make sure the battery is charged above 50% or is connected to the charger during the update.
-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.

* 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.

WARNING:
-We inform you about data loss.
-If required, you have 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.
-Note: During setup after the reset, please make sure you doesn't restore the settings. We nform you to set up as a new device. Some Settings or Apps might be the root cause of the actual issue.

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


Fingerprint Scanner doesn't work

*Clean the fingerprint sensor:

-Make sure the sensor is dry and doesn't have oil stain or any liquid on it.
-Thoroughly clean the sensor with a cloth.
-Check if the protective plastic over the sensor is present, if yes, remove it.

*Add/ Remove Fingerprint.

Remove Fingerprint:
-Pull down the notification panel and open settings
-Tap Security & location and then choose Fingerprint (Pixel Imprint on Pixel devices)
-Delete all fingerprints listed here and confirm by tapping Yes, remove


Add Fingerprint:
-Pull down the notification panel and open settings.
-Tap Security & location and then choose Fingerprint (Pixel Imprint on Pixel devices).
-Tap Add fingerprint.
-While on this screen, place your finger on the fingerprint sensor multiple times.
-Tap Done or you may choose to add another finger.

* 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.

*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.
-WARNING: Uninstalling an app may cause app data such as game levels, saved passwords etc. to be lost.

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

* Check for an OTA update.

Things to remember before the update:
-Make sure that you are connected to WiFi. If Wi-Fi issue, you 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.

* Perform a Factory Reset.

WARNING:
-We inform you about data loss.
-If required, please 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.
-Note: During setup after the reset, please make sure you don't restore the settings. We request you to set up as a new device. (Some Settings or Apps might be the root cause of the actual issue).

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

In the unlikely event of the issue still not being resolved, please get in touch with us within the next 72 hours by clicking here: https://www.flipkart.com/helpcentre

Hope this helps.