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6 Troubleshooting
Before contacting the service centre, here are some instructions to help you troubleshoot your device:
• For optimal operation, fully charge the battery.
• To improve the phone’s performance, remove unnecessary files or apps on your phone.
• Update your phone's software via Settings > System > System Update.
• Reset your phone via Settings > System > Reset options > Erase all data (factory
reset). All your phone data will be lost permanently. It is strongly advised to fully
back up your phone data before resetting.
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 switch it on again.
• When the phone falls into a loop during the power on 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 third party applications.
My phone has not responded for several minutes
• If your phone doesn’t respond, turn off your phone by pressing and holding the Power key until it turns off and then restart it again.
• If it still doesn't work, reset the phone.
My phone turns off by itself
• Check that your screen is locked when you are not using your phone, and make sure that the Power key is not accidentally pressed while the screen is unlocked.
• Check the battery charge level.
• If it still doesn't work, reset the phone or update software.
• If the issue occurs while using a certain third-party app, make sure the app is
compatible with your device and Android version. Try uninstalling the third-party
app.