Troubleshooting Guides Mobiles Brand Level / Stock Android Troubleshooting Stock Android Guides Lollipop (5.x)Heating
Check battery temperature
Click on the URLs in each step to view the screenshot
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Stock Android screenshots. May vary on some devices ![]() |
What is the battery temperature?
Out of operational temperature (More than 48°C)
Within operational temperature (Less than 48°C)
Device OK
- Inform the customer that this is the normal operating temperature and the device is working fine.
- Do not create return in this situation.
Out of operational temperature (More than 48°C):
Check battery usage
Click on the URLs in each step to view the screenshot
OR
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Stock Android screenshots. May vary on some devices ![]() |
Do you see battery-consuming apps?
Yes
No
Yes:
Uninstall misbehaving apps
Click on the URLs in each step to view the screenshot
Uninstall apps
Install apps
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Stock Android screenshots. May vary on some devices ![]() |
Did this resolve the issue?
No
Yes
No:
Check for FOTA updates
Software updates are released periodically and may contain performance enhancements for the device.
Follow these steps to check if you have the latest software:
OR
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Stock Android screenshots. May vary on some devices ![]() |
Did this resolve the issue?
No
Yes
No:
Perform a soft reset
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WARNING: Performing a reset will erase all data on the device |
Click on the URLs in each step to view the screenshot
Note: If you are unsure if a 3rd party application is causing the problem, we recommend that you uncheck the Automatic restore option. This will allow you to manually reinstall the applications individually to try and determine if a certain application may be causing the problem. You may download them again by going to Play Store > My Apps > ALL
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Stock Android screenshots. May vary on some devices
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Did this resolve the issue?
No
Yes
Check If Device Under replacement policy period
If the customer is calling within the policy period, follow the replacement policy.
If the customer is calling after the policy period,
- Refer him to an authorized service center.
DO NOT ISSUE A REPLACEMENT
Is the device under replacement warranty?
No
Yes
No:
Refer to Service Center
- Refer the customer to an authorized service center to fix the issue
- Document the steps taken and wrap the call
Do you see battery-consuming apps?
Yes
No
No:
Check for FOTA updates
Software updates are released periodically and may contain performance enhancements for the device.
Follow these steps to check if you have the latest software:
OR
|
Stock Android screenshots. May vary on some devices ![]() |
Did this resolve the issue?
No
Yes
Perform a soft reset
![]() |
WARNING: Performing a reset will erase all data on the device |
Click on the URLs in each step to view the screenshot
|
Stock Android screenshots. May vary on some devices
|
Did this resolve the issue?
No
Yes
No:
Check If Device Under replacement policy period
If the customer is calling within the policy period, follow the replacement policy.
If the customer is calling after the policy period,
- Refer him to an authorized service center.
DO NOT ISSUE A REPLACEMENT
Is the device under replacement warranty?
No
Yes
No:
Refer to Service Center
- Refer the customer to an authorized service center to fix the issue
- Document the steps taken and wrap the call