Notes

Basic Checks

The battery drains faster when you use the device for:

Intensive use of basic functions like calls, browsing etc.
Navigation or GPS for long periods of time.
Intensive camera use.
Watching a lot of videos.
Playing graphics-intensive games.
Using apps for long periods of time, like Facebook and WhatsApp (The screen is on all the while).

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).



If you want to know how long the device has been running, follow the steps below:

Open Settings
Scroll down and tap About Phone (If you don't see this option, tap System and then proceed)
Tap Status
Scroll down and check Uptime (The time listed here is in hours. Anything above 168 hours needs to be restarted.)

Check Battery Usage

Click on the URLs in each step to view the screenshot


Pull down the notification panel and open settings
Tap Battery and then tap the battery icon (or tap Usage Details)
This list is a breakdown of what is draining the battery.

Choose the appropriate option below.

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.
Click on the URLs in each step to view the screenshot
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


Reset Apps

Click on the URLs in each step to view the screenshot


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



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.


Click on the URLs in each step to view the screenshot
Pull down the notification panel and tap settings
Scroll down and choose System
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.