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
2. Dial *#*#4636#*#* to open the Testing interface. 3. Tap Battery information 4. You can now see the Battery info, like Health and Temperature.
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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
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. |
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Did this resolve the issue?
- Yes
- No
No:
Check Battery History and Educate Customer
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. 4. Example 1 (Poor Network Signal)
5. Example 2 (Wake Lock)
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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
2. Tap the battery icon 3. Check if the “Standby intelligent power saving” option is enabled. If not, enable it. |
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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
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. |
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Did this resolve the issue?
- Yes
- No
No:
Perform a factory reset
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Click on the URLs in each step to view the screenshot
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. |
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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