Notes

Hi,

Thanks for writing in.

We understand your concern that you're facing an issue with 'xxx' for Order ID:

We're sorry for the trouble you had to go through.

We'd like to let you know that following are some troubleshooting steps that may help you to fix issue:

Reboot device

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

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

App or device issue?

Check with the customer if the device freezes/hangs only when using a particular app, or the device itself freezes.

Check for Available storage
1. Pull down from the top to open notification panel
2. Select Settings
3. Go to Storage & USB
4. Select the device storage
5. If space is running less than 10%, you may need to free up storage space by uninstalling unwanted apps or deleting items like pictures, music or videos.
You can also tap on cache to clear the cache

Reboot into safe mode -
Press and hold the power button.
Tap and hold the Power Off button on-screen
In the safe mode confirmation box, 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 testing.

WARNING: Inform the customer that uninstalling an app may cause app data such as game levels, saved passwords etc. to be lost.

App Uninstall:

Pull down the notification panel and tap the settings icon.
Scroll down and choose Apps.
Look for the app you want to uninstall and tap on it. (In this case, we have shown the Flipkart App.)
Now, tap Uninstall and then confirm by tapping OK.
You should now see a confirmation that the app is successfully uninstalled.

Check of OTA update -
Things to remember before the update:

Make sure the customer 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
Ask the customer to backup any important data, if required.

Pull down the notification panel and tap the settings icon.
Scroll down and choose About Phone
Tap System updates
The device should now look for available updates.
If an update is available, tap Yes, I'm in and assist the customer with the process.

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

Perform a factory reset -

Inform the customer 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 the settings icon.
Scroll down and choose Backup & reset.
Tap Factory data reset.
Tap reset phone.
Tap Erase everything to initiate the factory reset.

Please note that during setup after the reset, please make sure the customer doesn't restore the settings. Inform the customer to set it up as a new device. (Some Settings or Apps might be the root cause of the actual issue).

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

We request you to perform the above troubleshoot steps. However, if the issue not resolved after performing this get back to us within 72 hours.

Hope this helps.