Troubleshooting Guides Acer Mobiles Z630s Battery & Power Battery or Device is heating up

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Troubleshooting Guides Mobiles Acer Mobiles Liquid Z630s Battery & Power Battery & Power Troubleshooting Battery or Device is heating up

Basic checks

The battery drains faster / device heat up when you use the device for:

  • Intensive use of basic functions like calls, browsing etc.
  • Navigation or GPS for long periods of time.
  • Intensive camera use.
  • Watching a lot of videos.
  • Playing graphics-intensive games.
  • Using apps for long periods of time, like Facebook and WhatsApp (The screen is on all the while).

Did this help?

  • Yes
  • No

No:

Check for physical status

Check for damaged pins or swollen battery. (Image Below)

 

Did this resolve the issue?

  • Yes
  • No

No:

Restart the device

Smartphones are just like computers. They have Processes and Services running in the background and need a restart regularly (At least once a week). If these processes and services are running for a long time without a restart, they may cause issues.

Restarting your device gives it a fresh start and is sometimes all you need to fix your issue.

 

*Press and hold the Power button on your smartphone to Restart the device (If the restart isn’t available, turn Off and then turn On your smartphone).

 

If you want to know how long the device has been running, follow the steps below:

  • Open Settings
  • Scroll down and tap About Phone (If you don’t see this option, tap System and then proceed)
  • Tap Status
  • Scroll down and check Uptime (The time listed here is in hours. Anything above 168 hours needs to be restarted.)

Did this resolve the issue?

  • Yes
  • No

No:

Check for Battery health status

Click on the URLs in each step to view the screenshot

  1. Open the phone dialer:

2. Dial *#*#4636#*#* to open the Testing interface.

3. Tap Battery information

4. You can now see the Battery info, like Health and Temperature.

    • The battery voltage mentioned in the image is just for reference. This varies from device to device.
    • Battery Temperature: Anything below 50oC is considered normal. If it’s above 50oC, follow the Heating Issue guide

 Sample screenshot showing battery health

Did this resolve the issue?

  • Yes
  • No

No:

Check Apps Battery Usage

Check which app is draining battery the most.

Click on the URLs in each step to view the screenshot

  1. Pull the notification panel down.

2. Tap the battery icon.

3. Scroll down to see the full list.

4. Tap the apps which are consuming more battery.

5. Details mentioned here show how the app used the battery.
If there is a third-party app which is draining more battery than normal, choose ‘Yes’ in the option below.

Did this resolve the issue?

  • Yes
  • No

No:

Check Battery History and Educate Customer

  1. Pull down the notification panel and tap the battery icon.

2. Tap the battery graph.

3. Now, you should see the Battery History, a graphical representation of the battery discharge rate. Check the signal strength, awake and screen on time.
Note: This resets every time the battery is charged to 100%.

4. Example 1 (Poor Network Signal)

    • As signal strength decreases, the device requires additional power resulting in battery drain.
    • The cost of 1 hour’s worth of calls is 150mA, assuming a strong signal (Green). So, on a 2000mA battery, it takes 8% of total capacity (8% =150/2000).
    • This means the same 1 hour of calls could cost as much as 23% of battery life (23% = 450 / 2000)
    • If the customer’s home or office is at a location with poor network signal, the battery may last less than normal.
    • Compare the colour of the network in the image to the ‘signal strength vs. battery usage’ below.

5. Example 2 (Wake Lock)

    • (Refer Example 2) If the “Awake” is more than “Screen ON”, then you might have installed an app which has a wake lock.
    • Wake lock is used by app-developers to control the power state of the device. It can be used to keep the processor running and sometimes prevent screen from dimming or going off.
    • Apps like Anti-virus and Battery savers come with wake locks, so that they can monitor the device without interruptions. We suggest not to have these apps as Android is a safe operating system and manages battery well by itself.

 

Reference image for signal strength vs. battery usage.

Did this resolve the issue?

  • Yes
  • No

No:

Enable intelligent power save mode

Click on the URLs in each step to view the screenshot

  1. Pull down the notification panel.

2. Tap the battery icon

3. Check if the “Standby intelligent power saving” option is enabled. If not, enable it.

Did this resolve the issue?

  • Yes
  • No

No:

Check for OTA update

Things to remember before the update:

  • Make sure the customer is connected to WiFi.
  • Make sure the battery is charged above 50% or is connected to the charger during the update
  • Ask the customer to backup any important data, if required.

Follow these steps to check/perform an OTA Update:

Click on the URLs in each step to view the screenshot

  1. Pull down the notification panel and tap the settings icon.

2. In the settings window, Scroll down and choose About phone

3. Tap System updates.

4. On the pop-up, tap Check now.

5. The device will now check for an update. If available, choose Download now.

6. Once the download completes, help the customer install the update. The device should reboot to complete the update.

Did this resolve the issue?

  • Yes
  • No

No:

Perform a factory reset

WARNING
  • Inform the customer about data loss.
  • If required, have the customer backup data.
  • Make sure the battery is sufficiently charged.
  • If applicable, remove the SD Card from the device to prevent accidental formatting while resetting.

 

Click on the URLs in each step to view the screenshot

    1. Pull down the notification panel and tap the settings icon.
  4. 2. Scroll down and choose Backup & reset.
  7. 3. Enable Backup my data
  8. 4. Make sure the ‘Automatic restore’ is enabled and then tap Factory data reset.
  12. 5. Tap reset phone
  14. 6. Tap erase everything. It may ask for the pattern lock or pin, if the customer has set one.
  16. 7. The device will now reboot and complete the reset.

 

Note: During setup after the reset, please make sure the customer doesn’t restore the settings. Inform the customer to set it up as a new device. (Some Settings or Apps might be the root cause of the actual issue).

Also, request the customer not to install apps from unknown sources like third-party websites or through SHAREit. Apps must be downloaded only from the Google Play Store.

Did this resolve the issue?

  • Yes
  • No

No:

Check For Replacement Policy

If the customer is calling withinthe policy period, issue a replacement/refund.

If the customer is calling afterthe policy period,

  • Refer him to an authorized service center.
    DO NOT ISSUE REPLACEMENT/REFUND

Is the device within replacement policy?

  • Yes
  • No

No:

Refer to an authorized service center

  • Refer customer to ACER Call Centre : 18001032237
  • Document the steps taken and wrap the call

 

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