Troubleshooting GuidesMobilesBrand Level / Stock Android TroubleshootingStock Android GuidesLollipop (5.x)Lollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingLollipop TroubleshootingCamera & ImagingCamera IssuesCamera IssuesFlash Not WorkingWhile using the camera

Troubleshooting Guides

Mobiles

Brand Level / Stock Android Troubleshooting

Stock Android Guides

Lollipop (5.x)

Lollipop Troubleshooting

Camera & Imaging

Camera Issues

Flash Not Working

While using the camera

Basic Check

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

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

Ensure that customer is using the stock Camera app and not a third-party app

Did this resolve the issue?

NO:

Check Camera Settings

Sometimes the customer has the “Flash” option disabled. Follow the below troubleshooting steps to help the customer in enabling this option:

1. Open the ” Camera” app.

2. Tap the ” Menu ” icon (3 dots).

3.Toggle the lighting icon to the desired setting:

Lightning with nothing = Flash will activate on every picture.
Lightning with slash = Flash will activate on every picture.
Lightning with “A” = Flash will activate on every picture.

Did this resolve the issue?

No:

Clear Camera Cache

Click on the URLs in each step to view the screenshot

Drag down the status bar
Tap the Settings icon

Tap Menu
Go to Settings
Select Apps
Swipe right to “All”
Select the app you are experiencing issues with
Select Force Stop followed by Clear data & Clear Cache

Stock Android screenshots. May vary on some devices

Did this resolve the issue?

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

Drag down the status bar
Tap the Settings icon

Tap Menu
Go to Settings
Select About Phone
Select System Updates
Your device will check for updates
If no updates are available, you will see a message stating that your phone is up-to-date
If an update is available, follow the on-screen instructions to download and install the update
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:

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

Tap Menu
Go to Settings
Select Backup & Reset
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
Select Factory data reset
Tap Reset Phone
Confirm reset and follow on-screen instructions to begin the process
Device will reboot and will be reset to factory settings

Stock Android screenshots. May vary on some devices

Did this resolve the issue?

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:

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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