Notes

Hi Prashant,

Thanks for writing in.

We understand that you are facing issue with the product 'Asus ZenFone Max Pro M2 (Blue, 64 GB)'. We are sorry for the trouble that you had to go through.

We would like to let you know that we provide you the troubleshooting steps to follow:

*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.

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

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

*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).

*Check for available storage:

1.Pull down the notification panel and tap settings.
2.Tap storage.
3.Check the storage percentage and enable Smart storage.

If the storage percentage shows more than 90%, tap Free Up Space and request the customer to remove unwanted files.

*Reboot into safe mode.
1.Press and hold the power button.
2.Tap and hold the Power off option.
3.On the confirmation pop-up, tap OK.
4T.he phone should now reboot into safe mode. This can be confirmed by the safe mode icon at the bottom left corner.
5.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.
6.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: Inform the customer that uninstalling an app may cause app data such as game levels, saved passwords etc. to be lost.

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.

[Oreo] Check for an 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.

1.Pull down the notification panel and tap settings.
2.Scroll down and tap System.
3.Tap System update and then tap Check for update.
4.If an update is available, tap download and install.
5.If an update is not available, the device will show you that the current software is up-to-date.

*Reset Apps:

1.Pull down the notification panel and tap settings.
2.Scroll down and choose System.
3.Tap Reset options.
4.Tap Reset app preferences and then tap Reset Apps to confirm.

*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.

1.Pull down the notification panel and tap settings
2.Scroll down and choose System
3.Tap Reset Options
4.Tap Erase all data (factory reset)
5.Tap Reset Phone
6.Tap Erase Everything to initiate the factory reset.

Note: During setup after the reset, please make sure the customer doesn't restore the settings. Inform the customer to set 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 would also like to let you know that the product was delivered to you on December 31, 2018, it has crossed the seller's 10 days replacement period. Due to this, the seller will not be able to fulfill your request.

The good news is that the product is covered under the manufacturer's warranty. You can get in touch with the brand authorised service centre and they'll be able to help you out with any product related support you may need.

The invoice for this product has been attached with this email. This can be used to avail services at the brand's authorised service centres within the warranty period.

Here are the details to the brand authorised service centre:

Asus ASC Details

https://www.asus.com/in/support/Service-Center/India

18002090365

In the unlikely event of the brand's authorised service centre not being able to help you, please let us know and we'll definitely assist you.

However, if you are still facing any kind of issue so please get back to us. We will surely help you out.

Hope this helps.