Notes

Hi,

Thank you for writing in.

We are sorry to know that you're facing an issue with the '' with Order ID: you received.

We'd like to let you know that here are the steps that will help you to resolve the issue.

Hanging issue:

Reboot the device:

Rebooting 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 isnt 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 find this, tap System and then look for 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.)

Optimize the device:
Open the Security app
Tap Optimize and wait for the device to complete it
Go back once and tap Cleaner, Boost speed and Security Scan one by one and run them.

Check for available storage:
Pull down the notification panel and open Settings
Scroll down and tap Storage
Check the available space

If the available space shows less than 10%, tap Cleaner, and also request you to remove unwanted files and apps.

Uninstall recently installed apps:

Perform this step only if the phone worked fine previously.
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.

Tap and hold the app you want to uninstall and drag it to the bin on the top. (In this example, it's Flipkart)
Tap Uninstall and watch the icon burst.

Check for an OTA update:

Things to remember before the update:
Make sure you are connected to WiFi. (If Wi-Fi is the 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 open Settings
Tap About phone and then System update
The device will now look for an update.
If available, tap update to start downloading.
Once the download is complete, tap Reboot now.

Perform a factory reset:

WARNING

There may be some data loss.
If required, 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 open Settings
Scroll down and tap Additional settings
Tap Backup & reset
Tap Factory data reset and then tap Reset phone
Wait for the countdown and then tap Next step
Wait for the countdown again and then tap OK
Here the steps that will help you to resolve the issue:

Device is heating up:

Basic Checks

The battery drains faster when you use the device for:

Intensive use of basic functions like calls, browsing etc.
Navigation or GPS for long periods of time.
Intensive camera use.
Watching a lot of videos.
Playing graphics-intensive games.
Using apps for long periods of time, like Facebook and WhatsApp (The screen is on all the while).

Reboot the device

Rebooting 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 isnt 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 find this, tap System and then look for 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.)

Check Apps Battery Usage

Pull down the notification panel and tap the settings icon.
Tap the Battery option
This will show you the battery availability & usage on your device
Select a service/component in order to view its battery usage
If required, tap adjust power use and change the settings to reduce power consumption
Check if any app is taking more battery than normal

Check Battery History

Pull down the notification panel and tap the settings icon.
Scroll down and choose Battery.
Tap the battery graph to view a details.
Now, you should see the Battery History, a graphical representation of the battery discharge rate. Check the signal strength, awake and screen on time.
Note: This resets every time the battery is charged to 100%.

Example 1 (Poor Network Signal)

As signal strength decreases, the device requires additional power resulting in battery drain.
The cost of an hour's worth of calls is 150mA, assuming a strong signal (Green). So, on a 2000mA battery, it takes 8% of total capacity (8% =150/2000).
This means the same 1 hour of calls could cost as much as 23% of battery life (23% = 450 / 2000)
If the your home or office is at a location with poor network signal, the battery may last less than normal.
Compare the colour of the network in the image to the 'signal strength vs. battery usage' below.
Example 2 (Wake Lock)

(Refer Example 2) If the "Awake" is more than "Screen ON", then you might have installed an app which has a wake lock.
Wake lock is used by app-developers to control the power state of the device. It can be used to keep the processor running and sometimes prevent screen from dimming or going off.
Apps like Anti-virus and Battery savers come with wake locks, so that they can monitor the device without interruptions. We suggest not to have these apps as Android is a safe operating system and manages battery well by itself.

Check for 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 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.

Perform a factory reset

WARNING

There will be some data loss.
If required, have you 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 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, 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 persist, we request you to write back to us within 72 hours and we'll help you out.

Hope you'll understand.