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Troubleshooting
Before contacting the service center, 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). Another method is to hold down the Power key and
the Volume down key at the same time when your phone is powered
off. Release the power key when the device vibrates, then select Wipe
data / factory reset > Factory data reset to reset. All your phone data
will be lost permanently. It is strongly advised to fully back up your
phone data before resetting.
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 switch it on again.
• When the phone falls into a loop during 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.
• If neither method is effective, reset the phone by pressing the Power
key and the Volume down key at the same time. Release the power
key when the device vibrates, then select Wipe data / factory reset >
Factory data reset to reset.
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.
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