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Troubleshooting .....................
Before contacting the service centre, you are advised to follow the
instructions below:
•You are advised to fully charge the battery for optimal operation.
•Avoid storing large amounts of data on your phone as this may affect
its performance.
•Use the FOTA (Firmware Over The Air) Upgrade tool to update your
phone's software. To access Updates, touch the Application tab from
the Home screen, then select Updates, or touch Settings\About
phone\Updates.
Touch and the phone will search for the latest software. If you
want to update the system, touch the button, and when that’s
finished, touch to complete the update. Now your phone will
have the latest software version. You should turn on data connection
or Wi-Fi before searching for updates. Auto-check settings are also
available. If you have chosen auto-check, when the system discovers
a new version, a dialog will pop up. The user can choose to download
it or ignore it. A notification will also appear in the status bar.
Don't change your default storage location while FOTA is downloading
or updating to avoid errors in locating the correct update packages.
•Use Factory data reset or the Mobile Upgrade tool to perform phone
formatting or software updating (to reset factory data, hold down the
Power key and the Volume up key at the same time under power
off mode). ALL User phone data: contacts, photos, messages and
files, downloaded applications will be lost permanently. It is strongly
advised to fully back up the phone data and profile via Smart Suite
before doing formatting and updating.
•Please pay attention that after Factory data reset is performed you
may be requested to enter the Google account credentials* that were
used on this device before Factory reset. Otherwise you will not be
able to use the device. If you don’t remember your Google account
credentials please complete the Google account recovery procedure.
In case you don’t succeed in it - please apply to an authorised repair
center, but remember that it will not be regarded as warranty case.
* Applicable for Android OS versions starting from 5.1.
and carry out the following checks:
My phone can't be switched on or is frozen
•When the phone can't be switched on, charge for at least 20 minutes
to ensure the minimum battery power needed, then try to switch
on again.
•When the phone falls into a loop during power on-off animation and
the user interface can't be accessed, press and hold the Power key
to reset. This eliminates any abnormal OS booting issues caused by
3rd party APKs.
•If neither method is effective, reset the phone using the Power key
and the Volume up key (holding both together) or update software
via Mobile Upgrade tool.
My phone has not responded for several minutes
•Restart your phone by pressing and holding the Power key.
•If it still does not work, use Factory data reset to reset the phone or
Mobile Upgrade to update software.
My phone turns off by itself
•Check that your screen is locked when you are not using your phone,
and make sure the Power key is not accidentally pressed while the
screen is unlocked.
•Check the battery charge level.
•If it still does not work, use Factory data reset to reset the phone or
FOTA/Mobile Upgrade to update software.
51


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