Notes

troubleshooting oreo 8

hanging



Hi XXXX,

Thanks for writing in.

We are sorry to know that you are facing issue with your ‘XXXX’

Here we are providing you some troubleshooting steps that might resolve the issue. In case, the issue still persists after performing the below steps, please let us know and we’ll be happy to assist you.

1. Restart the 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.

Restart 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 Reboot the device (If reboot 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
- Tap Status
- Scroll down and check Up time (The time listed here is in hours. Anything above 168 hours needs to be rebooted.)

2. Check for available storage-

- Pull down the notification panel and tap settings
- Tap storage
- Check the storage percentage and enable Smart storage

3. 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.

4. 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

5. Check for an OTA update-

Things to remember before the update:

- Make sure that you are connected to WiFi. (If Wi-Fi issue, 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 the settings icon.
- Scroll down and choose About Phone
- Tap System updates and then Check for updates
- The device should now look for available updates.
- If an update is available, continue to download and update.
- The device will reboot once updated.
- If there is no updates available, continue to the next step.

6. 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


7. Perform a Factory Reset

- This may cause 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 the settings icon.
- Scroll down and choose Backup & reset.
- Tap Factory data reset.
- Tap reset phone.
- Draw the pattern or enter the pin if applicable.
- Tap Erase everything to initiate the factory reset.

Note: During setup after the reset, please make sure the you doesn't restore the settings. Set it 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.

If the issue is not resolved please write back to us within 72 hours so that we can help you out with the best possible way.

Hope this helps.