Notes

Hi,

Thanks for writing in.

We're sorry to know that you're facing network issue with '' with Order ID:

We'd like to let you know that following are some troubleshooting steps that may help you to fix 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 you 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

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

Reset network settings
Resetting Wi-Fi: Please note that this will reset Wi-Fi, Mobile Data and Bluetooth. This cannot be undone. If the mobile data stops working after the reset, contact the service provider.

Pull down the notification panel and open Settings
Scroll down and tap General management
Tap Reset and then Reset network settings
Tap Reset Settings and enter the security pin/password/pattern
Tap Reset Settings again and you should see a confirmation

Perform a factory reset
1. Data can be loss.
2. If required, have you 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.

Pull down the notification panel and open Settings
Scroll down and choose General management
Tap Reset
Choose Factory data reset
Tap Reset
Tap Delete All

Note: During setup after the reset, please make sure the you doesn't restore the settings. Please set it up as a new device. (Some Settings or Apps might be the root cause of the actual issue).

Also, request you not to install apps from unknown sources like third-party websites or through SHAREit. Apps must be downloaded only from the Google Play Store.


HEATUP



We'd like to let you know that following are some troubleshooting steps that may help you to fix issue:

Basic Checks

The battery drains faster when you use the device for:
1. Intensive use of basic functions like calls, browsing etc.
2. Navigation or GPS for long periods of time.
3. Intensive camera use.
4. Watching a lot of videos.
5. Playing graphics-intensive games.
6. Using apps for long periods of time, like Facebook and WhatsApp (The screen is on all the while).

Reboot the device

Smartphones are just like computers. They have Processes and Services running in the background and need a reboot regularly (At least once a week). If these processes and services are running for long time without a restart, they may cause issues.

Rebooting 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 Reboot the device (If reboot isn't 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 About Phone (If you don't find this, tap System and then look for About Phone)
3. Tap Status
4. Scroll down and check Up time (The time listed here is in hours. Anything above 168 hours needs to be rebooted.)

Check battery temperature:
1. Open the phone dialer
2. Dial *#*#4636#*#* to open the testing interface
3. Tap Battery info
3. You can now see the Battery info, like Health and Temperature.
The battery voltage mentioned in the image is just for reference. This varies from device to device.
Battery Temperature: Anything below 50° C is considered normal.

Check app battery usage:
1. Pull down the notification panel and open Settings
2. Scroll down and tap Battery
3. Tap Power and then Battery use
4. In this list, check if any third-party apps are taking more battery than normal
5. You can also swipe left and look at the hardware list to see if any of the components are taking more battery than normal
5. Tap the Battery History icon on the top right corner of the screen.

Check the Mobile network signal strength. Green is strong; Yellow is weak; Red is no signal. You can see the reference image to understand signal strength vs battery drain. Please note that the battery history resets every time the battery is charged to 100%.

Enable battery save mode:
1. Pull down the notification panel and open Settings
2. Scroll down and tap Battery
3. Tap Power and then tap Battery Saver
4. Toggle the switch to enable Battery Saver

Check for an OTA update:

There are some things to remember before the update:
1. Make sure the customer is connected to WiFi. (If Wi-Fi is the issue, you 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
Please note you have to backup any important data before update, if required.

Pull down the notification panel and open Settings:
1. Tap About phone and then System update
2. The device will now look for an update.
3. If available, tap update to start downloading.
4. Once the download is complete, tap Reboot now.

Perform a factory reset:
1. The data will be loss at the time of reset.
2. If required, you have to backup important 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.

Pull down the notification panel and open Settings:
1. Scroll down and tap Additional settings
2. Tap Backup & reset
3. Tap Factory data reset and then tap Reset phone
4. Wait for the countdown and then tap Next step
5. Wait for the countdown again and then tap OK

We request you to perform the above troubleshoot steps. However, if the issue not resolved after performing this get back to us within 72 hours.

Hope this helps.