Notes

Hi ,

Thank you for giving your valuable time over the call.

We're sorry to hear that you're facing hanging issue with the product ''.

We request you to follow the below given troubleshooting steps:

1) Restart the device

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 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.

*Press and hold the Power button on your smartphone to Restart 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 More settings & then tap About Phone (If you don't see this option, tap System and then proceed)
- Scroll down and check Used time (The time listed here is in hours. Anything above 168 hours needs to be restarted.)

2) Update the app

- Open Play store
- Search for the app you have an issue with (In this example we have shown PhonePe app)
- Tap Update
- If you don't find an update, proceed with the next step

3) Clear Data & Force stop

- Open Settings
- Scroll down and tap More Settings
- Tap Applications & tap installed
- Look for the app you have an issue with (In this example we have shown Phonepe app)
- Tap Storage
- Tap Clear data and then tap clear on the confirmation message
- Go back & tap Force Stop & tap Ok on the confirmation message

4) Uninstall & Install App

This might be an App or compatibility issue. If you don't need this app, please uninstall it and do NOT download it again.

Uninstallation:

- 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

Installation/ Download:

- Open Play Store
- In the search box, look for the app you want to download. (In this example, it's Flipkart)
- Tap install to begin the download
- Once done, tap Open to access the app

5) Uninstall recently installed apps

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.

- Tap and hold the app you want to uninstall(In this example we have shown the PhonePe app)
- Tap the small X button on the icon
- Confirm uninstallation by tapping OK

6) Check for OTA

Things to remember before the update:

- Make sure you're 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
- Kindly backup any important data, if required.

Follow these steps to check/perform an OTA Update:

- Open Settings
- Scroll down and tap System update
- The device will now look for an update
- If there is an update available, tap install now
- The device will now download the update and then restart to complete the process
- If there's no update available, proceed with the next step

7) Perform a Factory Reset

Perform a Factory Reset

WARNING

- Here can be data loss.
- If required, have the backup data.
- Make sure the battery is sufficiently charged.
- If applicable, remove the SD Card from the device to prevent accidental formatting while resetting.

- Open Settings
- Scroll down & tap More settings
- Scroll down & tap Backup & reset
- Tap Erase all data
- Tap clear now & tap erase everything to initiate the process.

Note: During setup after the reset, please make sure you don't restore the settings. Kindly set it 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.

If your issue has not been resolved by the above troubleshooting steps, then please get back to us within 72 hours so that we can assist you further.

Hope to hear from you soon.