Notes

Hi Kunal,

Thank you for giving valuable time on call.

We're sorry to hear that you're facing overheating and camera issue with your 'Vivo V11 (Starry Night Black, 64 GB)'.

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

a) Overheating:

1. 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).

2. Restart the device: 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).

3. Check Battery Usage:

- Pull down the notification panel and open settings
- Tap Battery and then tap the battery icon (or tap Usage Details)
- This list is a breakdown of what is draining the battery.

Choose the appropriate option below:

- Network Issue: The mobile network in the area they are in is weak and is taking more battery than normal. So, we request them to contact your service provider and raise a complaint about network issue.

- System: 1. Check for an OTA update

Things to remember before the update:

Make sure that you are connected to WiFi. (If Wi-Fi issue, then 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
Also, 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

2. 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

3. Perform a Factory Reset

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.

b) Also, for camera you can use the steps given below:

1. 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. So, please removed the protective plastic.

2. Restart the device: 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).

3. Clear Data and Force Close 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

4. Check for an OTA update

Things to remember before the update:

Make sure that you are connected to WiFi. (If Wi-Fi issue, then 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
Also, 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

5. 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

6. Perform a Factory Reset

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.

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.