Notes

Hi Heena,

Thanks for your valuable time over the call.

We understand your concern that you are facing issues with order 'OD116032561063689000' for 'Vivo Z1Pro (Sonic Black, 128 GB)' .

We're sorry to hear that you're facing network, hanging and camera issues with your product.

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

Network Issue

Network - SIM Basic Check

Perform these basic checks before moving to the next step:
1. Check if the SIM card is inserted correctly in the direction shown on the device
2. Make sure the SIM card is the right size (as per the specifications given on the website)
3. Make sure it is not a crop-cut SIM card. If it is ask the customer to obtain the right size SIM from the network service provider
4. Try another SIM card of the same size

Network: Re-Install the SIM Card

Follow these steps to re-install the SIM Card:
1.Power Off the Device
2. Remove the SIM card
3.Clean the golden metal part on the SIM card with a clean, dry cloth or a dry tissue paper
4.Insert the SIM card back into the slot (as shown on the device)
5.Power on the device and wait for the device to show a signal strength

Factory Reset

If the below steps are followed correctly, the your data will not be lost. Only the apps will need to be reinstalled.
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.


Open Settings
1.Scroll down & tap More settings
2.Scroll down & tap Backup & reset
3.Tap Erase all data
Tap clear now & tap erase everything to initiate the process.
Note: During setup after the reset, please make sure the customer doesn't restore the settings. Inform the customer to 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.

Hanging issue

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

Check for Available Space
1.Open Settings
2.Scroll down & tap RAM and Storage Space
3.Check Available Space
4.If the "Available space" is running less than 10%, you may need to free up storage space by uninstalling unwanted apps or deleting items like pictures or videos.

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: Inform the customer that uninstalling an app may cause app data such as game levels, saved passwords etc. to be lost.
1.Tap and hold the app you want to uninstall
2.Tap the small X button on the icon
3.Confirm uninstallation by tapping OK

Check for OTA

Things to remember before the update:
1.Make sure the customer is connected to WiFi. (If Wi-Fi issue, the customer may have to use the mobile data) 2.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.
Follow these steps to check/perform an OTA Update:
1.Open Settings
2.Scroll down and tap System update
3.The device will now look for an update
4.If there is an update available, tap install now
5.The device will now download the update and then restart to complete the process
6.If there's no update available, proceed with the next step

Factory Reset

1.If the below steps are followed correctly, the customer's data will not be lost. Only the apps will need to be reinstalled.
2.If required, have the customer backup data.
3.Make sure the battery is sufficiently charged.
4.If applicable, remove the SD Card from the device to prevent accidental formatting while resetting.
1.Open Settings
2.Scroll down & tap More settings
3.Scroll down & tap Backup & reset
4.Tap Erase all data
5.Tap clear now & tap erase everything to initiate the process.

Camera

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 if the customer has removed the protective plastic.

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:

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

Use the default camera app

Check what camera app the customer is using. If they are using a third-party camera app, kindly request the customer to use the default camera app.

Check for OTA

Things to remember before the update:
1.Make sure the customer is connected to WiFi. (If Wi-Fi issue, the customer may have to use the mobile data)
2.Make sure the battery is charged above 50% or is connected to the charger during the update
3.Ask the customer to backup any important data, if required.
4.Follow these steps to check/perform an OTA Update:

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

Factory Reset
1.If the below steps are followed correctly, the customer's data will not be lost. Only the apps will need to be reinstalled.
2.If required, have the customer backup data.
3.Make sure the battery is sufficiently charged.
4.If applicable, remove the SD Card from the device to prevent accidental formatting while resetting.

1.Open Settings
2.Scroll down & tap More settings
3.Scroll down & tap Backup & reset
4.Tap Erase all data
5.Tap clear now & tap erase everything to initiate the process.

In the unlikely event of the issue still not being resolved, please get in touch with us within the next 72 hours.

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Hope this helps.