Notes

Hi,

Thank you for your valuable time over the call.

We understand your concern that you are facing issue with HONOR 9 LITE (SAPPHIRE BLUE, 32 GB) of the order OD111332837195101000.

We are sorry for the trouble you had to go through.

Here are some basic checks:

Reboot 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.

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.)

[Oreo] Check for available storage

Click on the URLs in each step to view the screenshot

Pull down the notification panel and tap settings
Tap storage
Check the storage percentage and enable Smart storage
If the storage percentage shows more than 90%, tap Free Up Space and remove unwanted files.

[Oreo] Reboot into safe mode

Click on the URLs in each step to view the screenshot

Press and hold the power button
Tap and hold the Power off button
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.

[Oreo] 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: Uninstalling an app may cause app data such as game levels, saved passwords etc. to be lost.
Click on the URLs in each step to view the screenshot

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

[Oreo] Check for an OTA update

Things to remember before the update:

Make sure 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.
Click on the URLs in each step to view the screenshot

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

[Oreo] Reset Apps

Click on the URLs in each step to view the screenshot

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

[Oreo] Perform a Factory Reset

WARNING
About 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.

Click on the URLs in each step to view the screenshot

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.
Note: During setup after the reset, please make sure don't restore the settings. set up as a new device. (Some Settings or Apps might be the root cause of the actual issue).

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

For Touch panel issue

Reboot 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.

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 for pinch & zoom

Multi-touch functions work only in certain apps like Gallery, Browser, Camera, etc. you are trying to use multi-touch in an app which doesn't support it.

Open one of the pictures from the phone's Gallery and ask him to pinch zoom the image.

[Oreo] Check for an OTA update

Things to remember before the update:

Make sure 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.
Click on the URLs in each step to view the screenshot

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

[Oreo] Reset Apps

Click on the URLs in each step to view the screenshot

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

[Oreo] Perform a Factory Reset

WARNING
About 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.

Click on the URLs in each step to view the screenshot

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.
Note: During setup after the reset, please make sure don't restore the settings. set up as a new device. (Some Settings or Apps might be the root cause of the actual issue).

Also, 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 you still face any issue, please feel free to write back to us, we will surely help you out.

Hope this helps.