Notes

Restart the device - For all devices

1. 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 a 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 the restart isn't available, turn Off and then turn On your smartphone).

3. Open Settings
Scroll down and tap App Management
Tap App list
Look for the Browser app you have an issue with
Tap Storage Usage
Tap Clear Cache
Tap Manage space
Tap Clear all data and then tap OK on the confirmation message
Go back to app page & tap Force Stop & tap Force Stop on the confirmation message

4. [COS]Check for OTA

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.
Follow these steps to check/perform an OTA Update:

Open Settings
Scroll down and tap Software update
The device will now look for an update
If there is an update available, tap Update 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

5. [COS]Perform a Factory Reset



If the below steps are followed correctly, the customer's 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
Scroll down & tap Additional settings
Tap Back up & reset
Tap Erase all data (factory reset)
Tap Erase all data
Tap Erase data
Tap Erase data on the confirmation message 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.

In case you will face same issue again with the product within 72 hours so please write back to us within the 72 hours.

Hope this helps.

CSAT

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