Notes

Hi Satish,

Thanks for valuable time over the call.

We're sorry to know that you're facing an issue with your 'Blackberry Evolve (Black, 64 GB)'.

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

1. Basic Checks
The battery drains faster / device heat up 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:
Restarting 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 Restart the device (If the restart 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 (If you don't see this option, tap System and then proceed)
- Tap Status
- Scroll down and check Uptime (The time listed here is in hours. Anything above 168 hours needs to be restarted.)

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.

4. Check Apps Battery Usage:
- Pull down the notification panel and tap the settings icon
- Tap the battery option
- Scroll down to see the list of apps which consume battery
- Check the list to see if there are any apps that consume more battery than normal. If yes, tap the app to see more options.
- Here, you can either choose to change settings or uninstall the app

5. Check for an OTA update:
Things to remember before the update:
- Make sure the device is 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
- Take 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

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:
- May be data loss.
- If required, take 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 settings
- Scroll down and choose System
- Tap Reset Options
- Tap Erase all data (factory reset)
- Tap Reset Phone
- Tap Erase Everything to initiate the factory reset.

8. Check Volume:
- Check if the device is on mute or low volume. If so, kindly increase the volume.

9. Audio - Check protective case:
- Remove any protective case that might be covering the speaker
- Check if anything is blocking the speaker/microphone

10. Play a ringtone to test:
- Pull down the notification panel and open settings
- Tap Sound and then Phone ringtone
- Try playing any of the ringtones listed here
- If the ringtone is audible, then the speaker is working fine.

11. 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.
- Just reboot normally to exit safe mode.

12. 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

13. 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. Check that the protective plastic is removed.

14. 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

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

Also, request the 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.

However, the seller will not be able to provide you the refund for the product.

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.