User's Manual

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 in your phone as this may

affect its performance.

• Use Factory data reset and the upgrade tool to perform

phone formatting or software upgrading (to reset factory data,

hold down the Power key and the Volume up key at the same

time). ALL User phone data: contacts, photos, messages, files,

and downloaded applications will be permanently lost. It is

strongly advised to fully back up the phone data and profile via

Smart Suite before doing formatting or upgrading.

• Please pay attention that after Factory data reset is performed

you may be requested to enter 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

(1)

please complete Google

account recovery procedure. In case you don’t succeed in it -

please apply to authorised repair center, but remember that it

will not be regarded as warranty case.

and carry out the following checks:

My phone cannot be switched on or is frozen

• When the phone cannot 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 cannot be accessed, press and hold

the Volume down key to enter Safe Mode. This eliminates

any abnormal OS booting issues caused by 3rd party APKs.

• If neither method is effective, please reset the phone using the

Power key and the Volume up key, (holding both together).

My phone has not responded for several minutes

• Restart your phone by pressing and holding the Power key

for more than 10s.

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 mis-contacted due

to unlocked screen.

(1)

Applicable for Android OS versions starting from 5.1.