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Troubleshooting
Before contacting the service centre, you are advised to follow the
instructions below:
•
You are advised to fully charge (
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.
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.
•
Check the battery charge level.
) the battery for optimal
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