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In the search box, look for the app you want
If an update is available, tap Update
Once done, ask the customer to open and use the app and device and check if the issue is resolved
Scroll up and tap Settings
Tap Apps and notifications
Now, tap See all apps and then choose the app which has the issue
Choose storage/storage and memory
Tap Clear cache
Tap Clear storage and tap OK to confirm
Go back and tap Force Stop and then OK to confirm
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
Swipe up to open the App drawer
Tap and hold the app you want to uninstall
Tap App Info
Tap Uninstall
Tap OK to confirm the uninstallation
Once done, you will see a confirmation
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.
Scroll up and tap Settings
Scroll down and tap System
Tap Advanced (if available)
Scroll down and tap System updates, the system will look for an 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
Scroll up and tap Settings
Scroll down and tap System
Tap Advanced (if available)
Scroll down and tap Reset options
Tap Reset app preferences and then tap Reset Apps to confirm
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.
Scroll up and tap Settings
Scroll down and tap System
Tap Advanced (if available)
Scroll down and tap Reset options
Tap Erase all data (factory reset)
Tap Reset Phone
Tap Erase Everything to initiate the factory reset
Stock Android screenshots. May vary on some devices
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