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Troubleshooting
Before contacting Optus follow the instructions below:
• 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 open Updates, go to 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 upgrade. 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 the new version, a dialog will pop up to
choose download or ignore, the 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 and Mobile 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 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
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 please
complete Google account recovery procedure. In case you don’t succeed in
it - please apply to authorized 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:
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