Notes

IN1910141451443189138

Hi Sukharam,

Thanks for writing in.

We understand your concern about that you are facing an issue with your product 'NOKIA 6.1 PLUS (BLUE, 64 GB)'.

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

We'd like to let you know that seller has give some technical steps for resolving you issue.

Below are some steps for resolve your issue:

1.Open Play Store

2.In the search box, look for the app you want. (In this example, its Flipkart

3.If an update is available, tap Update

4.Once done, ask the customer to use the device and check if the issue is resolved.

* Force Stop and Clear Cache & Data

We request you to please do some technical steps:

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

[Oreo] Reboot into safe mode

Please do below technical steps:

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.

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 the test.

WARNING: Inform the customer that uninstalling an app may cause app data such as game levels, saved passwords etc. to be lost.

We request you do these technical steps:

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 the customer is connected to WiFi. (If Wi-Fi issue, the customer may have to use the mobile data)

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.

Please follow some technical steps:

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

We request you please do below steps:

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

Inform the customer about data loss.
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.

Request you please do thses technical steps:

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.
Note: During setup after the reset, please make sure the customer doesn't restore the settings. Inform the customer to set 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.

A short survey that won’t take more than two minutes of your time has been sent to your registered email address to get your feedback on the resolution provided and our conversation.

You can confirm if you’re happy with the resolution provided by choosing ‘Yes’ or ‘No’ and also rate our conversation experience on a scale of 1 to 5, 1 being the lowest and 5 being the highest.

Your feedback is really valuable to us and will help us enhance your experience.

Thanks for choosing Flipkart.