Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingApp issuesApp crashes

Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingApp issuesApp crashes

Clear App Cache

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 Apps
  4. Swipe right to “All”
  5. Select the app you are experiencing issues with
  6. Select Force Stop followed by Clear data Clear Cache
Stock Android screenshots. May vary on some devices

Did this resolve the issue?

  • Yes
  • No

No:

Re-Install Application

Click on the URLs in each step to view the screenshot

Uninstall apps

  1. Tap Menu
  2. Go to Settings
  3. Select Apps
  4. Select the app to be uninstalled
  5. Tap Uninstall
  6. Confirm by tapping OK
  7. Wait until the uninstall is complete

Install apps

  1. Tap Menu
  2. Go to Play Store
  3. On the Play Store home page, Search for the app to be installed
  4. Tap Install
  5. Allow app to access the listed components and services
  6. Wait for the app to complete downloading
  7. Once the installation is complete, tapOpen to launch the app
Stock Android screenshots. May vary on some devices

Did this resolve the issue?

  • No
  • Yes

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 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

 

Leave a Comment