Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingHardwareHardwareSD Card Not Getting Detected

Troubleshooting Guides Mobiles Brand Level / Stock Android Troubleshooting Stock Android Guides Lollipop (5.x) Lollipop Troubleshooting Lollipop Troubleshooting Lollipop Troubleshooting Hardware Hardware SD Card Not Getting Detected

Basic Check

Please assist the customer in performing the following checks before moving to the next step:

  • Clean SD Card: Check whether there is dark spot around the metal area of the card. If is, clean it with alcohol or water. Then, dry it out before put it back to the phone.
  • Reboot the device: Make sure that the customer is not inserting the SDcard while the device is powered on. Most phones do not support this. Ask the customer to switch off the device and insert the SD Card, and then power on the device.
  • Try another SD Card: Ask the customer to switch to another SD Card.
  • Format SD Card: Check if the customer could try formatting the SD card and re-try.

 

 

Did this resolve the issue?

  • Yes
  • No

No:

Reboot to Safe Mode

NOTE: REBOOTING IN SAFE MODE WILL ONLY LOAD THE SYSTEM APPS
Click on the URLs in each step to view the screenshot

  1. Long press the Power button at the top
  2. Tap and hold the Power off option
  3. Tap OK to reboot to Safe mode
  4. Once the device reboots, you will see a “Safe mode” alert
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:

 

Click on the URLs in each step to view the screenshot

  1. Drag down the status bar
  2. Tap the Settings icon

OR

  1. Tap Menu
  2. Go to Settings
  3. Select About Phone
  4. Select System Updates
  5. Your device will check for updates
  6. If no updates are available, you will see a message stating that your phone is up-to-date
  7. If an update is available, follow the on-screen instructions to download and install the update
  8. After the update is complete, reboot the device and check if the issue is resolved
Stock Android screenshots. May vary on some devices

Did this resolve the issue?

  • No
  • Yes

No:

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

  1. Tap Menu
  2. Go to Settings
  3. Select Backup & Reset
  4. If you would like to back up and restore your personal data, check the Back up my data and Automatic restore check boxes.

    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

  5. Select Factory data reset
  6. Tap Reset Phone
  7. Confirm reset and follow on-screen instructions to begin the process
  8. Device will reboot and will be reset to factory settings
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

 

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